Acordo de Nivel de Serviço ITIL

8/10/2019 Acordo de Nivel de Servio ITIL

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6inancial impact8ustomer:agrees to compensate the 8Service !rovider:for services in the amount of8E--%--: to be transferred 8monthly Buarterly annually:%

3or3

There is no .nancial impact to 8ustomer:for 8Service !rovider:to provide the services inthis Agreement%

Service ,rovider contact

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$C%S &A''o(nt$ana!er)FameTitleG3mail addressTelephone number

O%TFameTitleG3mail addressTelephone number


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' eneral overview

Sample ver#iage for departmental des.top supportThis Service Level Agreement (SLA)bet#een (select one or both)O*i'e of %nformation Te'#nolo!" &O%T) and/or$edi'al Center%nformation S"stems &$C%S)(hereafter referred to as Service !rovider) and +department

name,(hereafter referred to as ustomer) establishes a commitment for des-top and servers(pportas detailed in this Agreement% This document clari.es both parties9 responsibilities andprocedures to ensure ustomer needs are met in a timely manner%

Sample ver#iage for enterprise application supportThis Service Level Agreement (SLA)bet#een (select one or both)O*i'e of %nformation Te'#nolo!" &O%T) and/or$edi'al Center%nformation S"stems &$C%S)(hereafter referred to as Service !rovider) and +appli'ationpro'ess owner,(hereafter referred to as ustomer) establishes a commitment for te'#ni'als(pport of +enterprise appli'ation name,as detailed in this Agreement% This documentclari.es all parties9 responsibilities and procedures to ensure ustomer needs are met in a timelymanner%

Sample ver#iage for authentication servicesThis Service Level Agreement (SLA) bet#een

(select one or both)O*i'e of %nformation Te'#nolo!" &O%T) and/or$edi'al Center%nformation S"stems &$C%S)(hereafter referred to as Service !rovider)and +appli'ationpro'ess owner,(hereafter referred to as ustomer) establishes a commitment fora(t#enti'ation servi'esas detailed in this Agreement% This document clari.es both parties9responsibilities and procedures to ensure ustomer needs are met in a timely manner%

"ustomers'or departmental des.top supportList the ustomer9s users (for e-ample "all sta$) ordivisions and provide an appro-imate number of users%

Sample ver#iage for enterprise application supportThis Agreement covers all 2u&e1niversity and 2u&e 1niversity Health System users of+enterprise appli'ation name,%!rovide an appro-imate number of users%

"ustomer environmentInsert a description of the $ustomers or enterprise application users environment (foreample! o0ice! la#! and so forth) as "ell as the operating system environment (Windo"s!

Macintosh! 12I3) and other relevant information&'or eampleThe ustomer9s environment includes typical oice arrangements and computer training labsrunning indo#s FT 0%@ #ith locations at 2u&e linic ,@,0 % Main St% 0@,/0@J Oregon St%and +0 Trent Hall%

"ontact persons,ist all relevant contact persons! for eample

Servi'e rovider'onta't

C(stomer 'onta't

8Fame:8Title:8G3mail address:8Telephone number:

8Fame:8Title:8G3mail address:8Telephone number:

* Terms and conditions

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Agreement periodThis Agreement is valid from the eective date belo# and remains in eect throughout the lifespan of the services and/or applications supported%

Gective date;

Agreement reviewThe Service !rovider9s designee #ill initiate a revie# of this SLA #ith the ustomer C@ daysafter the eective date above% A representative of either party may submit a #ritten reBuestfor revie# of the Agreement to the process o#ner at any time% The Agreement should berevie#ed annually% In the absence of the completion of a revie# the current Agreement #illremain in eect% The Service !rovider #ill incorporate revisions into the Agreement if bothparties mutually agree to the proposed changes%

Last revie#; Fe-t revie#;

/ote The Service !rovider #ill be responsible for ma&ing any necessary revisions to theinternal incident3resolution escalation process (for e-ample the individuals orgroups to be noti.ed and the order in #hich they are noti.ed)% These revisions aree-empt from ustomer revie# and approval and are addressed in thecorresponding Service !rovider9s Operating Level Agreement (OLA)%

Hours of coverageSample ver#iageThe procedures in this Agreement are follo#ed from ?;@@ A%M% to ;@@ !%M% Monday through*riday eastern time (e-cept on 1niversity holidays)% ustomer may reBuest emergencysupport for urgent issues during non3covered hours by paging Service !rovider9s KI! pager at(C+C) CD@3----%

7ncident management service goalsSample ver#iageThe Service !rovider9s sub'ect matter e-pert or other &no#ledgeable sta member #illrespond by telephone to the ustomer9s incident (submitted through 5emedy or an e3mail

message) #ithin;

One hour (during coverage hours) for issues classi.ed as urgent%

T#o hours (during coverage hours) for issues classi.ed as high priority%

*our hours (during coverage hours) for issues classi.ed as normal priority%

Gight hours (during coverage hours) for issues classi.ed as lo# priority%

See ustomer responsibilitieson pageJfor reBuirements on ho# ustomer shall submitissues% A resolution may not be available at the time the Service !rovider contacts theustomer in #hich case the Service !rovider #ill attempt to estimate the "time to resolution%$

The ustomer and appropriate Service !rovider sta #ill mutually determine an issue9spriority classi.cation% SeeAppendi- ; Gscalation #or&sheetfor speci.c escalation responsegoals%

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riorit" esponsetime

Es'alatesever"

Lo# ? , hoursMedium 0 + hourHigh , @ min%1rgent + + min%5esponse times listed are in business hours%


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Sample $ustomer issues may #e documented inppendi Sample $ustomer incidents&

Supported services and charges

Services provided

'or departmental des.top support! specify all services! for eample Itemie the !s servers and other hard#are (for e-ample printers) covered in this

Agreement (a detailed list may be documented inppendi 4 Supported hard"areand soft"are)%

Itemie the supported ! soft#are and administrative applications%

Specify supported central services%

Specify the des&top services supported (for e-ample soft#are installation/upgradesnet#or& connectivity recommendations for ne# hard#are/soft#are purchases)%

Sample ver#iage for enterprise application supportThe Service !rovider agrees to provide Help 2es& support to users e-periencing technicalBuestions or problems #ith the SA! 5/ enterprise application% !rocurement Services agreesto support users e-periencing functional Buestions or problems% All parties agree to directuser issues to the appropriate Service !rovider and to escalate issues as needed in order toprovide the user #ith a timely response%

The Service !rovider does not provide;

"hargesItemi5e the charges associated "ith the items in Services provideda#ove! if any&

+ ,art% responsibilities

"ustomer responsibilitiesOutline the $ustomer responsi#ilities! for eample

ustomer agrees to;

*ollo# appropriate procedures%

onsult the 21F (2u&e 1niversity Fet#or&ed no#ledgebase) database for non3emergent issues online at http;//###%dun&%du&e%edu%

*or issues unresolved by 21F submit issue online athttp;//###%dun&%du&e%edu/du&e/escalate%html or send an e3mail message tohelpNoit%du&e%edu% *or emergent issues call the Service !rovider Help 2es& at(C+C) J?03,,@@%

!urchase ! and related hard#are and soft#are according to Service !rovider9s

recommendations available online at (74 #ill advise)% 2etermine appropriate 5emedy issue priority (lo# medium high or urgent) in

cooperation #ith Service !rovider%

5eBuest and schedule special services (for e-ample installation of ne# eBuipmentafter3hours support) #ell in advance%

!ay all charges associated #ith services rendered (see Supported services andchargeson pageJ)%

Fot install unsupported soft#are on user des&tops%

4e a#are of and adhere to the $omputing and 2et"or.ing ccepta#le 1se Policy%See http;//###%oit%du&e%edu/oit/policy/ompFet%html %

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http://www.dunk.duke.edu/http://www.dunk.duke.edu/http://www.dunk.duke.edu/duke/escalate.htmlmailto:[email protected]://www.oit.duke.edu/oit/policy/CompNet.htmlhttp://www.oit.duke.edu/oit/policy/CompNet.htmlhttp://www.dunk.duke.edu/http://www.dunk.duke.edu/duke/escalate.htmlmailto:[email protected]://www.oit.duke.edu/oit/policy/CompNet.html


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6inancial impact7escri#e the $ustomers %nancial responsi#ilities resulting from service enhancements! foreampleThe Service !rovider #ill assess and negotiate ustomer service enhancement reBueststa&ing into consideration the enhancement9s impact on e-isting budget and sta resources% Ifdelivery of service enhancements can only be provided #ith funding from the ustomer

Service !rovider #ill provide ustomer #ith a cost estimate in #riting% ustomer #ill thenhave the opportunity to determine #hether to proceed #ith enhancement%

0 "ustomer incidents

'ully descri#e procedure for reporting pro#lems! for eample1ser consults departmental e-pert user departmental user administrator departmentaltechnical support or 2u&e 1niversity Fet#or&ed no#ledgebase (21F) online athttp;//###%dun&%du&e%edu%

If none of the a#ove parties can resolve the issue via 7128 the departmental e-pert user useradministrator or technical support sta determines #hether issue is technicalorfunctional%

*or technical problems or Buestions;

all the OIT Help 2es& (J?03,,@@) or MIS Help 2es& (J?03,,0)%3 or 3reate a problem report tic&et online at http;//###%dun&%du&e%edu%3 or 3reate a ne# 5emedy tic&et (ategory; 2u&e Soft#are Type; SA! Item; TechnicalQuestions) and assign to 13OIT3App Serv3SA! Support%

*or functional problems or Buestions;

all !rocurement Services ustomer Support (J?+3C@@)%3 or 3reate a problem report tic&et online at http;//###%dun&%du&e%edu%3 or 3reate a ne# 5emedy tic&et (ategory; 2u&e Soft#are Type; SA! Item; *unctional

Question) and assign to 13!S3ustomer Support%

Sample issues may be documented inAppendi- A; Sample ustomer incidents%

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1 Service ,rovider change management

7e%ne the process for managing changes to the $ustomers service! including enhancements orupgrades in products or services& 7escri#e the anticipated scope of changes! including impact onavaila#ility of applications or net"or. resources& 7escri#e the change validation process! that is!ho" the success or completion of the change is veri%ed and closure achieved! and "ho is

responsi#le& 'or eamplehange management refers to any event that alters the e-isting state of a ustomer9s productionIT services including soft#are hard#are net#or&s and facilities% Service !roviders see& tominimie disruption of IT services by using a standard process to communicate and implementchanges%

Service ,rovider"hange 5anagement

4usiness impact "ustomer notification

and confirmation $ample

,lanned

Standard

Minor or repetitivechanges consideredpart of the normal

#or&6o# #ith noa0ecton ustomer9sbusiness

Fone% Rac& activationreBuest for LotusFotes account%

5inor

Small changes thathave a documentedand provenimplementationprocess #ith littleimpactto theustomer9s business%

Service !rovider #illadvise ustomer%ve"or.ing daysinadvance%1ncon.rmednoti.cation toustomer isacceptable%

Installing patch on FTserver%

5oderate

hanges that mayaect multiple

applications andhave a #road#usiness impact%

Service !rovider #illadvise ustomer%ve

"or.ing daysinadvance% ustomermustcon.rmnoti.cation%

Fe# OS or versionupgrade local

communication roomupgrade in net#or&infrastructure%

5a8or

hanges that mayaect multipleapplications acrossmultipledepartments #ith asigni%cant impacttoustomer business%

Service !rovider #illadvise ustomer ten"or.ing daysinadvance% ustomermustcon.rmnoti.cation%

5eplacing oldinformation system#ith ne#%

9nplanned "ritical(After:hours)

hanges that mustbe performed in

order to correct afaulty IT servicehaving some impacton ustomer9sbusiness% Impact tobusiness does not#arrant immediatecorrection%

Service !rovider #illadvise ustomer as

soon as possi#leafter&no#ing such achange is reBuired%on.rmednoti.cation ispreferred%

Hung process on aserver needs to be

corrected before ne-ttape bac&up isscheduled%

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mergenc%(7mmediate)

hanges that mustbe performed inorder to correct afaulty IT servicehaving a ma9orimpacton

ustomer9s business%Impact to businessreBuires immediateresolution%

Service !rovider #illadvise ustomer afterchangeimplementation%on.rmednoti.cation is

preferred%

Kirus attac& onnet#or&%

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#2 Signatures of approval

Provide space for all parties (including party responsi#le for S, revie") to sign the greement&4y signing belo# all parties agree to the terms and conditions described in this Agreement%

;7T3

/ame Title Si!nat(re Date

5"7S3


eview ,rocess ;wner3



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Appendi$ A3 Sample "ustomer incidents

Provide speci%c eamples of user issues and descri#e ho" they "ill #e addressed&

Appendi$ 43 Supported hardware and software

Sample ver#iage for des.top/server supportSupported hardwareThe follo#ing hard#are is supported;

!hysical devices used for computing such as des&top computers portable computersand !ersonal 2igital Assistants (!2As)%

!hysical devices used as peripherals to computing devices including but not limited toprinters scanners and !2A cradles%

Fet#or& eBuipment and #iring that is provided by or through Service !rovider such asnet#or& cables and temporary hubs/s#itches%

Tape 4ac&up 1nits

Servers (list! if any)& 'or eample

Server < (OS only)

Server =

Server > (enterprise apps only) Administrative Fovell .le and print server (Kraibleu)

Hardware services

The follo#ing hard#are services are provided;

Recommendations.Service !rovider is responsible for specifying and recommendingfor purchase or lease hard#are meeting customers needs%

Installation.Service !rovider #ill install con.gure and customie des&top systemhard#are and operating systems%

Upgrades.Service !rovider can typically upgrade memory 5AM and dis& drives andinstall peripheral cards% Our priority is to respond .rst to all issues that aect ourcustomers ability to perform their 'obs% Therefore our ability to perform upgrades is

dependent on our #or&load and the criticality of the need% Moves.Service !rovider #ill move customers hard#are as reBuested% Ho#ever #hen

large moves are to occur and are assisted by a commercial mover the customer unit#ill arrange for the commercial mover to move the hard#are from location to location%Service !rovider #ill assist in such cases by de3installing pac&ing as necessary andreinstalling ustomer hard#are%

Diagnosis.Service !rovider #ill diagnose problems #ith ustomer hard#are%

Repair. Service !rovideranalysts are not hard#are technicians and receive notraining in hard#are maintenance nor do #e have the test eBuipment and toolsnecessary to do such #or&%

Performing repairs under warrantyAny #or& to be performed under #arrantymay be referred to the #arranty service provider at the discretion of the Service

!rovider analyst(s)% Service !rovider analysts #ill not underta&e #or& that #illvoid #arranties on customer hard#are unless speci.cally reBuested andauthoried by customers management in #riting%

Obtaining repair services; The Service !rovider analyst #ill recommend aservice vendor #henever he/she feels the repair #or& reBuires specialied s&ills ortools% Service !rovider #ill assist the customer in pac&aging the hard#are forshipping if necessary for repair%

2u&e omputer 5epair #ill pic& up and deliver customer hard#are to berepaired by 2u&e omputer 5epair% At its discretion and as time permits

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Service !rovider #ill assist the customer by delivering and pic&ing upcustomer hard#are being repaired o3site by 2u&e omputer 5epair%

Loaner equipmentService !rovider #ill provide the customer #ith loanereBuipment at no cost #hen such designated eBuipment is available%

!ac"up.Service !rovider agrees to fully bac& up all of ustomer9s Service !rovider3supported Fetare and indo#s FT/,@@@ servers nightly every business day as #ellas on a #ee&ly and monthly basis% Fightly bac&ups are retained for one #ee&P #ee&lybac&ups are retained for one monthP monthly bac&ups are retained for si- months%

Additional point3in3time bac&ups are available upon reBuest and retained as speci.ed%ustomer is responsible for the cost of all bac&up media% ustomer9s sta may reBuestdata from a bac&up at any time by calling the Help 2es& at (C+C) J?03,,@@% Service!rovider strongly recommends that ustomer save all #or&3related .les (no programsor games) on the S;or 1;drives (shared and user drives) and Lotus FotesU archive.les on the Q; drive to aid in disaster recovery% Service !rovider3managed centralservers are bac&ed up for "disaster recovery bac&up$ purposes every night and #ee&%

Hardware costs

After prior approval the ustomer bears all costs for ne# and replacement hard#are partsand materials% After prior approval the ustomer bears all costs for labor other thanService !rovider sta%

9nsupported hardwareThe follo#ing are representative but not comprehensive e-amples of hard#are that is notsupported;

opiersV

*acsimile devicesV

Telephony eBuipment e-cept that directly connected to Service !rovider3supportedcomputing devices and part of a sponsored KOI! pro'ect

Fet#or& eBuipment and #iring that is supported by other units

VSuch devices may be supported to the e-tent that they have net#or& connectivity%

Service !rovider does not support all such above hard#are in a customer unit% The ServiceLevel Agreement bet#een Service !rovider and a customer unit de.nes speci.cally thehard#are and soft#are that is supported%

Supported softwareThe follo#ing soft#are is supported;

entral systems such as 2u&eFet

!ersonal computer soft#are (list)

entral services such as e3mail calendar #eb server (name speci%c services)

Mainframe

Academic soft#are systems (for e-ample !eopleSoftW ourseInfoU)

Other supported administrative applications (give eamples)

Fet#or& connectivity (for e-ample for HyperionW !illar Lotus Fotes or generalmaintenance)

Software services

Service !rovider agrees to cover soft#are support services including soft#are installationsand upgrades%

Software costs

ustomer bears all costs for ne# and replacement soft#are%

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9nsupported softwareService !rovider does not support enterprise application SA! 5/ Materials Management(MM) module issues% A !rocurement Services SA! 5/ SLA #ith OIT #hose procedures ta&eprecedence over those described in this Agreement covers these issues%

Appendi$ "3 scalation worksheet1se this ppendi if the $ustomer is part of the Remedy escalation process& ttach separateescalation "or.sheet (use ppendi+S, esc template&ls)&

Appendi$ D3 ,rocedure flowchart

This ppendi is a visual representation of ppendi $& ttach separate procedure :o"chart (useppendi+S, :o"chart template&vsd)&X ,@@, 2u&e 1niversity

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Acordo de Nivel de Serviço ITIL

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