Template de acordo de nível de serviço

Service Level Agreement (SLA) Template
About this template
This template provides a format for all Service Level Agreements (SLAs) describing the technical support provided by OIT
and/or MCIS (Service Providers) to Customers (both individual departments and “owners” of enterprise applications). The
template provides a framework for documenting service delivery and establishes guidelines for areas that should be addressed
during the negotiation of an SLA with a Customer. The objective of the SLA is to present a clear, concise and measurable
description of the services offered. For additional Service Provider responsibilities, refer to the related document, OIT Incident
Management System Operations Policy (Remedy/ServiceWare).

How to use this template
• Save this template under a new name before making any changes.
To save the template under a new name

1 On the File menu, click Save As. The Save As window opens.
2 In the Save in box, select the location for the new file.
3 Type a new name in the File name box.
4 Click Save.

• Use only the sections of this document relevant to the SLA being addressed. Delete any non-relevant sections.
• Delete any blue text during final revision. Blue text indicates instructional information.
• Replace pink text with appropriate relevant text. Pink text also indicates a cross-reference you may need to modify or
delete. Reformat pink text to black.
• Do not revise red text. Reformat red text to black during final revision.
• Delete the template watermark.
To delete the template watermark

1 On the View menu, click Header and Footer. The Header and Footer toolbar opens.
2 In the document, select the template watermark.
3 Press DELETE.
4 Click Close in the Header and Footer toolbar.

• Change the header to reflect the appropriate Service Provider.
To change the header

1 On the View menu, click Header and Footer. The Header and Footer toolbar opens.
2 Select and delete the appropriate items from the header.
3 In the Header and Footer toolbar, click Close.
• Generate a new table of contents after final edits are made.
To generate a new table of contents

1 Right-click in the Contents. A context-sensitive menu appears.
2 Select Update Field. The Update Table of Contents window opens.
3 Select Update entire table.
4 Click OK. The Contents is updated.

• Select this instructional page and press DELETE.

Rev. 06/03/11 1
templatedeacordodenveldeservio-110603002059-phpapp02.doc

<Department or Enterprise Application>
Service Level Agreement (SLA)
Contents
1Executive summary...........................................................................................................................................2
2General overview...............................................................................................................................................4
3Terms and conditions........................................................................................................................................4
4Supported services and charges......................................................................................................................5
5Party responsibilities.........................................................................................................................................6
6Service measures and reporting......................................................................................................................7
7Customer requests for service enhancement.................................................................................................7
8Customer incidents ..........................................................................................................................................7
9Service Provider change management............................................................................................................9
10Signatures of approval..................................................................................................................................10
Appendix A: Sample Customer incidents........................................................................................................11
Appendix B: Supported hardware and software.............................................................................................11
Appendix C: Escalation worksheet..................................................................................................................12
Appendix D: Procedure flowchart....................................................................................................................12

1 Executive summary
Provide a summary of the Agreement, including the services provided, services not provided, the hours of service coverage, how service delivery will be
measured and reported to the Customer, any financial obligations for which the Customer is responsible, and the Service Provider point of contact. For
example:

Services provided
This Service Level Agreement describes <Service Provider’s> commitment to provide the following services:
• A
• B
• C

The Agreement does not cover X, Y and Z services.

Hours of coverage
Sample verbiage:
The procedures in this Agreement are followed from 8:00 A.M. to 5:00 P.M. Monday through Friday eastern time (except
on University holidays). <Customer> may request emergency support for urgent issues during non-covered hours by paging
(919) 970-xxxx.

Measurement and reporting
<Service Provider> will provide <Customer> with the following reports in the intervals indicated (monthly, quarterly, semi-
annually, annually):

Report name Reporting interval Delivery method
List reports here; for example, system
uptime, system downtime, number of
customer incidents reported, resolved,
unresolved, etc.

Financial impact
<Customer> agrees to compensate the <Service Provider> for services in the amount of <$xx.xx>, to be transferred
<monthly, quarterly, annually>.

-or-
Rev. 06/03/11 2

There is no financial impact to <Customer> for <Service Provider> to provide the services in this Agreement.

Service Provider contact
MCIS (Account Manager) OIT
Name Name
Title Title
E-mail address E-mail address
Telephone number Telephone number

Rev. 06/03/11 3

2 General overview
Sample verbiage for departmental desktop support: This Service Level Agreement (SLA) between (select one or both) Office of
Information Technology (OIT) and/or Medical Center Information Systems (MCIS) (hereafter referred to as Service
Provider) and <department name> (hereafter referred to as Customer) establishes a commitment for desktop and server
support as detailed in this Agreement. This document clarifies both parties’ responsibilities and procedures to ensure Customer
needs are met in a timely manner.

Sample verbiage for enterprise application support: This Service Level Agreement (SLA) between (select one or both) Office of
Information Technology (OIT) and/or Medical Center Information Systems (MCIS) (hereafter referred to as Service
Provider) and <application process owner> (hereafter referred to as Customer) establishes a commitment for technical
support of <enterprise application name> as detailed in this Agreement. This document clarifies all parties’ responsibilities
and procedures to ensure Customer needs are met in a timely manner.

Sample verbiage for authentication services: This Service Level Agreement (SLA) between (select one or both) Office of Information
Technology (OIT) and/or Medical Center Information Systems (MCIS) (hereafter referred to as Service Provider) and
<application process owner> (hereafter referred to as Customer) establishes a commitment for authentication services as
detailed in this Agreement. This document clarifies both parties’ responsibilities and procedures to ensure Customer needs are
met in a timely manner.

Customers
For departmental desktop support: List the Customer’s users (for example, “all staff”) or divisions and provide an approximate
number of users.

Sample verbiage for enterprise application support: This Agreement covers all Duke University and Duke University Health System
users of <enterprise application name>. Provide an approximate number of users.

Customer environment
Insert a description of the Customer’s or enterprise application user’s environment (for example, office, lab, and so forth) as well as the operating
system environment (Windows, Macintosh, UNIX) and other relevant information. For example:
The Customer’s environment includes typical office arrangements and computer training labs running Windows NT 4.0
with locations at Duke Clinic, 2024 W. Main St., 402/406 Oregon St., and 154 Trent Hall.

Contact persons
List all relevant contact persons, for example:

Service Provider contact Customer contact
<Name> <Name>
<Title> <Title>
<E-mail address> <E-mail address>
<Telephone number> <Telephone number>

3 Terms and conditions

Agreement period
This Agreement is valid from the effective date below and remains in effect throughout the life span of the services and/or
applications supported.

Effective date:

Agreement review
The Service Provider’s designee will initiate a review of this SLA with the Customer 90 days after the effective date above. A
representative of either party may submit a written request for review of the Agreement to the process owner at any time.
The Agreement should be reviewed annually. In the absence of the completion of a review, the current Agreement will

Rev. 06/03/11 4

remain in effect. The Service Provider will incorporate revisions into the Agreement if both parties mutually agree to the
proposed changes.

Last review: Next review:

Note The Service Provider will be responsible for making any necessary revisions to the internal incident-
resolution escalation process (for example, the individuals or groups to be notified and the order in which
they are notified). These revisions are exempt from Customer review and approval and are addressed in the
corresponding Service Provider’s Operating Level Agreement (OLA).

Hours of coverage
Sample verbiage:
The procedures in this Agreement are followed from 8:00 A.M. to 5:00 P.M. Monday through Friday eastern time (except
on University holidays). Customer may request emergency support for urgent issues during non-covered hours by paging
Service Provider’s VIP pager at (919) 970-xxxx.

Incident management service goals
Sample verbiage:
The Service Provider’s subject matter expert or other knowledgeable staff member will respond by telephone to the
Customer’s incident (submitted through Remedy or an e-mail message) within:

• One hour (during coverage hours) for issues classified as urgent.
• Two hours (during coverage hours) for issues classified as high priority.
• Four hours (during coverage hours) for issues classified as normal priority.
• Eight hours (during coverage hours) for issues classified as low priority.

Priority Response time Escalates every
Low 8 2 hours
Medium 4 1 hour
High 2 30 min.
Urgent 1 15 min.
Response times listed are in business hours.

See Customer responsibilities on page 6 for requirements on how Customer shall submit issues. A resolution may not be
available at the time the Service Provider contacts the Customer, in which case the Service Provider will attempt to estimate
the “time to resolution.”

The Customer and appropriate Service Provider staff will mutually determine an issue’s priority classification. See Appendix
C: Escalation worksheet for specific escalation response goals.

Sample Customer issues may be documented in Appendix A: Sample Customer incidents.

4 Supported services and charges

Services provided
For departmental desktop support, specify all services, for example:
• Itemize the PCs, servers and other hardware (for example, printers) covered in this Agreement (a detailed list may
be documented in Appendix B: Supported hardware and software).
• Itemize the supported PC software and administrative applications.
• Specify supported central services.
• Specify the desktop services supported (for example, software installation/upgrades, network connectivity,
recommendations for new hardware/software purchases).

Sample verbiage for enterprise application support:

Rev. 06/03/11 5

The Service Provider agrees to provide Help Desk support to users experiencing technical questions or problems with the
SAP R/3 enterprise application. Procurement Services agrees to support users experiencing functional questions or
problems. All parties agree to direct user issues to the appropriate Service Provider, and to escalate issues as needed in order
to provide the user with a timely response.

The Service Provider does not provide:
• X
• Y
• Z

Charges
Itemize the charges associated with the items in Services provided above, if any.

5 Party responsibilities

Customer responsibilities
Outline the Customer responsibilities, for example:
Customer agrees to:
• Follow appropriate procedures.
• Consult the DUNK (Duke University Networked Knowledgebase) database for non-emergent issues online
at http://www.dunk.duke.edu.
• For issues unresolved by DUNK, submit issue online at http://www.dunk.duke.edu/duke/escalate.html or
send an e-mail message to help@oit.duke.edu. For emergent issues, call the Service Provider Help Desk at
(919) 684-2200.
• Purchase PC and related hardware and software according to Service Provider’s recommendations available
online at (GBC will advise).
• Determine appropriate Remedy issue priority (low, medium, high or urgent) in cooperation with Service
Provider.
• Request and schedule special services (for example, installation of new equipment, after-hours support) well
in advance.
• Pay all charges associated with services rendered (see Supported services and charges on page 5).
• Not install unsupported software on user desktops.
• Be aware of and adhere to the Computing and Networking Acceptable Use Policy. See
http://www.oit.duke.edu/oit/policy/CompNet.html.
• Be willing and available to provide critical information within <x> hours/minutes of receiving a request for
information from a Service Provider seeking to resolve a Customer issue.

Service Provider responsibilities
List the Service Provider’s responsibilities. These can be categorized as Help Desk, Network and/or Application specific, for example:
General responsibilities:
• Create and add appropriate documentation to the Duke University Networked Knowledgebase (DUNK) to
address Customer issues.
• Meet response times associated with the priority assigned to Customer issues.
• Maintain appropriately trained staff.

Help Desk responsibilities:
• Log and track all Customer requests for service through Remedy.

Database & Application Services responsibilities:
• Schedule maintenance (downtime) between 1:00 A.M. and 3:00 A.M. unless circumstances warrant
performing maintenance at another time.

Data Communications responsibilities:
• Schedule maintenance (downtime) between 1:00 A.M. and 3:00 A.M. unless circumstances warrant
performing maintenance at another time.

Rev. 06/03/11 6

• Communicate in writing (e-mail) with Customer regarding issues involving change management (see Service
Provider change management on page 9).

6 Service measures and reporting
Provide detail of how and how often SLA will be monitored, measured and reported, and to whom reports will be provided. Specify responsible
parties. For example:
<Service Provider> will provide Customer with the following reports in the intervals indicated (monthly, quarterly, semi-
annually, annually):

Report name Reporting interval Delivery method Responsible party
List reports here; for example, system
uptime, system downtime, number of
customer incidents reported, resolved,
unresolved, etc.

7 Customer requests for service enhancement
Sample verbiage:
Service enhancements (as opposed to incidents; see Customer incidents on page 7) are Customer requests for planned changes
in service, for example, setting up a new PC for an incoming employee or installing a new application on every desktop.
Customer should request services by sending an e-mail message to the Service Provider Help Desk (provide e-mail address) at
least <x> days in advance.

Service Provider will respond to requests for service received with appropriate advance notice (see Customer responsibilities on
page 6) within <x> hours/days.

Financial impact
Describe the Customer’s financial responsibilities resulting from service enhancements, for example:
The Service Provider will assess and negotiate Customer service enhancement requests, taking into consideration the
enhancement’s impact on existing budget and staff resources. If delivery of service enhancements can only be provided with
funding from the Customer, Service Provider will provide Customer with a cost estimate in writing. Customer will then have
the opportunity to determine whether to proceed with enhancement.

8 Customer incidents
Fully describe procedure for reporting problems, for example:
User consults departmental expert user, departmental user administrator, departmental technical support or Duke University
Networked Knowledgebase (DUNK) online at http://www.dunk.duke.edu.

If none of the above parties can resolve the issue via DUNK, the departmental expert user, user administrator or technical support staff
determines whether issue is technical or functional.

For technical problems or questions:
• Call the OIT Help Desk (684-2200) or MCIS Help Desk (684-2243).
- or -
Create a problem report ticket online at http://www.dunk.duke.edu.
- or -
Create a new Remedy ticket (Category: Duke Software, Type: SAP, Item: Technical Questions) and assign to U-OIT-
App Serv-SAP Support.

For functional problems or questions:
• Call Procurement Services Customer Support (681-5900).
- or -
Create a problem report ticket online at http://www.dunk.duke.edu.
- or -

Rev. 06/03/11 7

Create a new Remedy ticket (Category: Duke Software, Type: SAP, Item: Functional Question) and assign to U-PS-
Customer Support.

Sample issues may be documented in Appendix A: Sample Customer incidents.

Rev. 06/03/11 8

9 Service Provider change management
Define the process for managing changes to the Customer’s service, including enhancements or upgrades in products or services. Describe the anticipated
scope of changes, including impact on availability of applications or network resources. Describe the change validation process, that is, how the success or
completion of the change is verified and closure achieved, and who is responsible. For example:
Change management refers to any event that alters the existing state of a Customer’s production IT services, including software,
hardware, networks and facilities. Service Providers seek to minimize disruption of IT services by using a standard process to
communicate and implement changes.

Service Provider Customer notification
Business impact Example
Change Management and confirmation

Minor or repetitive changes None. Jack activation, request for
considered part of the Lotus Notes account.
Standard normal workflow with no
affect on Customer’s
business
Small changes that have a Service Provider will advise Installing patch on NT
documented and proven Customer five working days in server.
Minor implementation process advance. Unconfirmed
with little impact to the notification to Customer is
Planned Customer’s business. acceptable.
Changes that may affect Service Provider will advise New OS or version upgrade,
multiple applications and Customer five working days in local communication room
Moderate have a broad business impact. advance. Customer must upgrade in network
confirm notification. infrastructure.
Changes that may affect Service Provider will advise Replacing old information
multiple applications across Customer ten working days in system with new.
Major multiple departments, with advance. Customer must
a significant impact to confirm notification.
Customer business.
Changes that must be Service Provider will advise Hung process on a server –
performed in order to Customer as soon as possible needs to be corrected before
correct a faulty IT service after knowing such a change next tape backup is
Critical having some impact on is required. Confirmed scheduled.
(After-hours) Customer’s business. notification is preferred.
Impact to business does
not warrant immediate
Unplanned correction.
Changes that must be Service Provider will advise Virus attack on network.
performed in order to Customer after change
correct a faulty IT service implementation. Confirmed
Emergency having a major impact on notification is preferred.
(Immediate)
Customer’s business.
Impact to business requires
immediate resolution.

Rev. 06/03/11 9

10 Signatures of approval
Provide space for all parties (including party responsible for SLA review) to sign the Agreement.
By signing below, all parties agree to the terms and conditions described in this Agreement.

OIT:

Name Title Signature Date

MCIS:


Review Process Owner:


<Customer>:


Rev. 06/03/11 10

Appendix A: Sample Customer incidents
Provide specific examples of user issues and describe how they will be addressed.

Appendix B: Supported hardware and software
Sample verbiage for desktop/server support:
Supported hardware
The following hardware is supported:
• Physical devices used for computing, such as desktop computers, portable computers and Personal Digital
Assistants (PDAs).
• Physical devices used as peripherals to computing devices, including but not limited to printers, scanners, and PDA
cradles.
• Network equipment and wiring that is provided by or through Service Provider, such as network cables and
temporary hubs/switches.
• Tape Backup Units
• Servers (list, if any). For example:
• Server X (OS only)
• Server Y
• Server Z (enterprise apps only)
• Administrative Novell file and print server (Vraibleu)

Hardware services
The following hardware services are provided:
• Recommendations. Service Provider is responsible for specifying and recommending for purchase or lease
hardware meeting customers' needs.
• Installation. Service Provider will install, configure and customize desktop system hardware and operating
systems.
• Upgrades. Service Provider can typically upgrade memory RAM and disk drives and install peripheral cards. Our
priority is to respond first to all issues that affect our customers' ability to perform their jobs. Therefore, our
ability to perform upgrades is dependent on our workload and the criticality of the need.
• Moves. Service Provider will move customers' hardware as requested. However, when large moves are to occur
and are assisted by a commercial mover, the customer unit will arrange for the commercial mover to move the
hardware from location to location. Service Provider will assist in such cases by de-installing, packing as necessary
and reinstalling Customer hardware.
• Diagnosis. Service Provider will diagnose problems with Customer hardware.
• Repair. Service Provider analysts are not hardware technicians and receive no training in hardware maintenance,
nor do we have the test equipment and tools necessary to do such work.

Performing repairs under warranty: Any work to be performed under warranty may be referred to the
warranty service provider at the discretion of the Service Provider analyst(s). Service Provider analysts will
not undertake work that will void warranties on customer hardware unless specifically requested and
authorized by customer's management in writing.

Obtaining repair services: The Service Provider analyst will recommend a service vendor whenever he/she
feels the repair work requires specialized skills or tools. Service Provider will assist the customer in packaging
the hardware for shipping, if necessary, for repair.

Duke Computer Repair will pick up and deliver customer hardware to be repaired by Duke
Computer Repair. At its discretion, and as time permits, Service Provider will assist the customer by
delivering and picking up customer hardware being repaired off-site by Duke Computer Repair.

Loaner equipment: Service Provider will provide the customer with loaner equipment at no cost when such
designated equipment is available.

Rev. 06/03/11 11

• Backup. Service Provider agrees to fully back up all of Customer’s Service Provider-supported NetWare and
Windows NT/2000 servers nightly every business day, as well as on a weekly and monthly basis. Nightly backups
are retained for one week; weekly backups are retained for one month; monthly backups are retained for six
months. Additional point-in-time backups are available upon request and retained as specified. Customer is
responsible for the cost of all backup media. Customer’s staff may request data from a backup at any time by calling
the Help Desk at (919) 684-2200. Service Provider strongly recommends that Customer save all work-related files
(no programs or games) on the S: or U: drives (shared and user drives) and Lotus Notes™ archive files on the Q:
drive to aid in disaster recovery. Service Provider-managed central servers are backed up for “disaster recovery
backup” purposes every night and week.

Hardware costs
After prior approval, the Customer bears all costs for new and replacement hardware, parts and materials. After prior
approval, the Customer bears all costs for labor other than Service Provider staff.

Unsupported hardware
The following are representative, but not comprehensive, examples of hardware that is not supported:
• Copiers*
• Facsimile devices*
• Telephony equipment, except that directly connected to Service Provider-supported computing devices and part of
a sponsored VOIP project
• Network equipment and wiring that is supported by other units

*Such devices may be supported to the extent that they have network connectivity.

Service Provider does not support all such above hardware in a customer unit. The Service Level Agreement between
Service Provider and a customer unit defines specifically the hardware and software that is supported.

Supported software
The following software is supported:
• Central systems such as DukeNet
• Personal computer software (list)
• Central services, such as e-mail, calendar, web server (name specific services)
• Mainframe
• Academic software systems (for example, PeopleSoft®, CourseInfo™)
• Other supported administrative applications (give examples)
• Network connectivity (for example, for Hyperion® Pillar, Lotus Notes, or general maintenance)

Software services
Service Provider agrees to cover software support services, including software installations and upgrades.

Software costs
Customer bears all costs for new and replacement software.

Unsupported software
Service Provider does not support enterprise application SAP R/3 Materials Management (MM) module issues. A
Procurement Services SAP R/3 SLA with OIT, whose procedures take precedence over those described in this Agreement,
covers these issues.

Appendix C: Escalation worksheet
Use this Appendix if the Customer is part of the Remedy escalation process. Attach separate escalation worksheet (use Appendix-SLA esc
template.xls).

Appendix D: Procedure flowchart
This Appendix is a visual representation of Appendix C. Attach separate procedure flowchart (use Appendix-SLA flowchart template.vsd).
© 2002 Duke University

Rev. 06/03/11 12

Template de acordo de nível de serviço

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