Ethical it example_sla_v1
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This document defines the terms of an SLA between Ethical IT and Client A to provide support for Client A's office IT systems environment for 12 months. The SLA will provide second line support and order line services for Client A's server, client PCs, printers, and network from 9am-5:30pm Monday-Friday. It details the specific systems, components, response times, escalation procedures, and definitions of terms in the agreement. The SLA aims to provide a premium "gold" level of support for Client A's critical business systems.
Ethical it example_sla_v1
- 1. Ethical IT, PO Box 254, Bicester, Oxfordshire, OX25 2ZX UK T +44 (0) 870 760 62 62 F +44 (0) 0870 760 62 62 E enquiries@ethicalit.net W http://www. ethicalit.net Document Type : Service Level Agreement (SLA) Client : Client A Systems : Office System Environment Document Title : Support SLA Document Version : 1.0
- 2. Ethical IT Client A Service Level Agreement (SLA) Office System Environment Copyright © 2008 by Ethical IT All rights reserved. This document is protected by copyright. No part of this document may be reproduced in any form by any means without prior written authorisation of Ethical IT and its licensors, if any. The information described in this document may be protected by one or more U.K. patents, foreign patents, or pending applications. Ethical IT - Example SLA v1.doc Page 2 of 16 Status: Client Confidential Document version: 1.0 Abstract This document defines the terms and conditions of the Ethical IT Service Level Agreement (SLA) for the support of Client A’s IT systems environment for a 12 month period, commencing 1st October, 2008. Document History Version Date Author(s) Description 0.1 20th Sept, 2008 Carl Evans Initial draft version 0.2 23rd Sept, 2008 Carl Evans Amendments after feedback from Client A 1.0 30th Sept, 2008 Carl Evans Final version after client review
- 3. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 3 of 16 Status: Client Confidential Document version: 1.0 SLA Summary SLA No. XXXX0001 Description To provide support for the IT systems environment. Client Client A Some Street Some Town Some Postcode Tel : +44 (0) 111 222 333 Fax : +44 (0) 111 222 334 Client Contact Client A IT Contact Email: contact@clientA.org Start date 1st October, 2008 Review date 30th September, 2009 Authorisation Client …………………………… Client A Director (Director) Ethical IT .…………………………. Carl Evans (Director)
- 4. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 4 of 16 Status: Client Confidential Document version: 1.0 Contents 1. Introduction.................................................................................................................6 1.1. Purpose of this document..............................................................................................6 1.2. Related Documentation.................................................................................................6 2. Support Facilities .........................................................................................................7 2.1. Contacting Ethical IT ....................................................................................................7 2.2. Problem Management ...................................................................................................7 2.3. Escalation Procedure ....................................................................................................7 3. Locations......................................................................................................................8 4. Cover times ..................................................................................................................9 5. Environments Covered.............................................................................................. 10 5.1. Production Server Environment.................................................................................... 10 5.1.1. Windows 2003 Production Server........................................................................... 10 5.2. Production Client Environment..................................................................................... 10 5.2.1. Client PCs ........................................................................................................... 11 5.2.2. Client Printers...................................................................................................... 11 5.3. Production Network Environment ................................................................................. 11 5.3.1. Network Cabling .................................................................................................. 12 6. Costs ......................................................................................................................... 13 7. Definitions ................................................................................................................ 13 7.1. Environment .............................................................................................................. 13 7.2. First line support ........................................................................................................ 13 7.3. Second line support.................................................................................................... 13 7.4. Third line support....................................................................................................... 13 7.5. Service Level ............................................................................................................. 13 7.5.1. Guaranteed Effort per Support Call ........................................................................ 14 7.6. Health Checks............................................................................................................ 14 7.7. Managed Maintenance Service ..................................................................................... 14 7.8. Hardware Parts & Stock .............................................................................................. 14 7.9. Change Control Procedure........................................................................................... 14 7.10. Order Line Service................................................................................................... 15 7.11. Out of Hours Support............................................................................................... 15 7.12. Contract Termination............................................................................................... 15 7.13. Data Protection....................................................................................................... 15 8. Specific Exclusions.................................................................................................... 16
- 5. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 5 of 16 Status: Client Confidential Document version: 1.0 8.1. First Line Support....................................................................................................... 16 8.2. Second Line Support................................................................................................... 16 8.3. General Queries ......................................................................................................... 16 8.4. Manufacturer Warranties............................................................................................. 16 8.5. Site Visits .................................................................................................................. 16
- 6. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 6 of 16 Status: Client Confidential Document version: 1.0 1. Introduction 1.1. Purpose of this document This Service Level Agreement (SLA) forms a contract between Client A and Ethical IT, for the support of the organisation’s IT systems environment. The SLA incorporates certain terms with an agreed meaning; please refer to the Definitions section on page 13 for these definitions. 1.2. Related Documentation Refer to the initial proposal, dated 19th September 2008, provided to Client A for details of the original IT infrastructure.
- 7. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 7 of 16 Status: Client Confidential Document version: 1.0 2. Support Facilities 2.1. Contacting Ethical IT Ethical IT technical consultants can be contacted by one of the following methods:- Method Details Telephone +44 (0) 870 760 62 62 Email support@ethicalit.net Facsimile +44 (0) 870 760 62 62 The preferred method of communicating support issues is via email. Alternatively, issues can be reported verbally in the event of emergencies. Out of hours support is provided via email. In this instance, next working day response is guaranteed. Additional coverage can be provided on request and at an additional cost. 2.2. Problem Management Ethical IT provides support coverage on a one-stop shop basis. That is, Ethical IT will take responsibility for a support problem and will liase with other suppliers (such as hardware manufacturers) to ensure that the problem is completed to the client’s satisfaction. 2.3. Escalation Procedure In the event of client dissatisfaction with any aspect of the support service being provided by Ethical IT, the following escalation procedure should be invoked:- 1. If the client is not satisfied with the technical resolution of a problem then Ethical IT’s Operations Manager (OM) should be contacted in the first instance. 2. Failing this and if the client is not satisfied with any other aspect of the support service then Ethical IT’s IT Director (ID) should be contacted. 3. The appropriate Ethical IT officer (OM or ID) will undertake an investigation of the issue and liase with the client as appropriate. Officer Mobile Email Jim Druce, OM +44 (0) 7966 485154 jim.druce@ethicalit.net Carl Evans, CEO +44 (0) 7974 429 288 carl.evans@ ethicalit.net
- 8. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 8 of 16 Status: Client Confidential Document version: 1.0 3. Locations The SLA covers environments at the following locations. To avoid confusion, locations are unambiguously identified by location code within the SLA. Ref. Location 1 Client A Some Street Some Town Some Postcode Tel : +44 (0) 111 222 333
- 9. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 9 of 16 Status: Client Confidential Document version: 1.0 4. Cover times This section provides a simple overview of the coverage times included in the SLA. The SLA covers environments between certain cover times; this section lists these times. The coverage for each environment refers back to these definitions. Ref. Location 1 09:00 to 17:30, Monday to Friday excluding Bank Holidays.
- 10. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 10 of 16 Status: Client Confidential Document version: 1.0 5. Environments Covered This SLA covers the following environments, detailed cover for which is given in subsequent sections. Note that only the hardware and software supported within this agreement is itemised. Environment Description Service Level Production Server The Production Server environment incorporates the organisation’s operational servers required for domain control, filesharing and email. Gold Production Client The Production Client environment consists of the PCs, laptops and printers attached to the Production Network. Gold Production Network The Production Network environment refers to the network hubs, cabling and ADSL router hardware and operation. Gold 5.1. Production Server Environment Environment Name Production Server Description Production server environment consists of a single server. Location Ref 1 Service Level Gold Services 1. Second Line Support. 2. Order Line Cover times Ref 1 Machines Windows 2003 Production Server 5.1.1.Windows 2003 Production Server Machine Name Server A Machine description Microsoft 2003 Windows Server Standard Edition Location Ref 1 Type Dell PowerEdge Intel-based Machine Operating system Microsoft Windows 2003 Storage subsystem 2x 150GB Hard Disk (not RAID) Applications - Other Software Remote backup service (via Secovault) Notes Business Critical Production Server 5.2. Production Client Environment Environment Name Production Client Description The Production Client environment consists of the operational PCs and printers. There is a mixture of manufacturer types for PCs, laptops and printers. Printers are configured as network printers in the environment.
- 11. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 11 of 16 Status: Client Confidential Document version: 1.0 Location Ref 1 Service Level Gold Services Second Line Support. Order Line. Cover times Ref 1 Machines Client PCs Client Printers 5.2.1.Client PCs Machines Various PCs Machine description Mainly Dell PCs and Laptops Location Ref 1 Type PCs consist of the following:- • 14 x Dell PCs Operating system Various Microsoft Windows Storage subsystem Various Applications Mainly MS Office 2003 Other Software - Notes The PCs are evenly distributed within the London office. 5.2.2.Client Printers Machine HP Printer Machine description Network & standalone printers Location Ref 1 Type • HP network printer Notes Printers are located in different areas within the office. 5.3. Production Network Environment Environment Name Production Network Description The network infrastructure that provides physical connectivity between the Production Server and Production Client environments. Location Ref 1 Service Level Gold Services 1. Second Line Support. 2. Order Line. Cover times Ref 1
- 12. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 12 of 16 Status: Client Confidential Document version: 1.0 Components Netgear switch 5.3.1.Network Cabling Type Category 5 Data Cabling Location Ref 1 Notes Structured cabling throughout the building.
- 13. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 13 of 16 Status: Client Confidential Document version: 1.0 6. Costs The cost for the provision of this SLA is based on the service level and services for each environment. Please refer to the Ethical IT Quotation Number XXX for details of costs for this SLA. 7. Definitions The SLA is defined using certain terms with a specific meaning. Those terms are defined here. 7.1. Environment An environment is a combination of hardware, software and infrastructure, any two of which are optional. Examples of environments are:- A single server running a specified operating system. A single server running a collection of application programmes. An application only. An interface to an application or package. A local area network comprising a number of servers, clients and their respective applications. A Ethical IT SLA is designed to provide tailored cover for one or more environments. 7.2. First line support First line support is defined as a business-facing helpdesk service. 7.3. Second line support Second line support is defined as system administration, business process and application support. 7.4. Third line support Third line support is defined as providing expert knowledge on the operational usage of the supported environment as specified within this agreement. This provision of expert knowledge will normally be provided to client IT staff only i.e. the SLA does not provide for Ethical IT to liase with end users. However, by prior mutual agreement, it will be possible for the communication to be co-ordinated by other client staff. 7.5. Service Level Ethical IT offers a number of levels of service to cater for most client needs. The following table defines the levels of service available. Service Level Description Response Time Solution Time Gold Premier support service. Recommended for business critical environments. 1 hour 1 day Silver Recommended for non-critical machines that are used for development & testing purposes or low-risk production environments. 4 hours 3 days Bronze Recommended for low-risk machine environments that are used for irregular activities (e.g., ad-hoc Research & Development). 1 day 1 week All time periods are specified in terms of a client’s working hours / days. Ethical IT guarantees to acknowledge the support issue within the specified response time.
- 14. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 14 of 16 Status: Client Confidential Document version: 1.0 Ethical IT guarantees to propose a resolution for the support issue within the specified solution time. Resolution may take the form of a solution or confirmation that the issue falls outside the scope of the SLA. Customised service levels can be provided by mutual agreement. Please contact Ethical IT for further information. 7.5.1. Guaranteed Effort per Support Call The support service provides approximately 15 minutes per support call to resolve a reported issue. If the issue cannot be resolved within this time then the situation will be discussed with the appropriate client contact. An action plan will be agreed with the client representative which will indicate the action and effort required to resolve the issue. It may be necessary to charge the agreed ad-hoc consultancy fee for this additional effort. 7.6. Health Checks The Health Check service will consist of a detailed analysis of the specific environment at an appropriate frequency (e.g., monthly). A report will be produced highlighting issues relating to the environment and a set of recommendations where relevant. It is advisable that a full system audit of the IT systems environment is conducted prior to the introduction of an SLA agreement and the regular Health Check service. The system audit will provide a full set of configuration documentation for the IT systems environment that would form an essential baseline for the Health Check service. 7.7. Managed Maintenance Service Where a Managed Maintenance Service is provided for an application environment this will entail the correction, testing, documentation and implementation of software defects. A software defect is defined as an error in the functionality when compared to the system specification. Where a specification is not available, the status of a software defect will be agreed between Ethical IT and the client. The Managed Maintenance Service does not cater for enhancements to an application environment. The development, documentation and implementation of enhancements are costed separately to this SLA. 7.8. Hardware Parts & Stock It is assumed that additional or replacement hardware parts are funded separately from this agreement, by the client, where it is necessary to provide hardware items as part of the support service. The purchase and installation of any new hardware item will be agreed with the client in advance. With prior consultation and an agreement on funding, it will be possible for Ethical IT to maintain a stock of replacement hardware parts. 7.9. Change Control Procedure As part of the SLA a professional change control procedure is employed. The procedure allows problems to be reported, monitored and resolved in an efficient manner. It is possible to provide the client with a fully documented set of changes that are applied to the supported environment by Ethical IT consultants. The main deliverable from this process is the Change Control Report (CCR). An additional fee is normally charged for the production of this documentation.
- 15. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 15 of 16 Status: Client Confidential Document version: 1.0 7.10. Order Line Service Ethical IT provides a facility to order new or upgrade software & hardware via the helpdesk or email. Ethical IT can source most suppliers equipment & packages and can respond with a competitive quote usually within a working day. 7.11. Out of Hours Support Out of hours support can be provided as part of this SLA on a best endeavours basis. This would mean that outside of the support coverage hours indicated in this document (see section 4, Cover Times), Ethical IT can be contacted via email or direct contact numbers (to be provided as required). Please contact the appropriate Ethical IT representative for further details. 7.12. Contract Termination In the event of either party wishing to terminate the Service Level Agreement (SLA) then this will be possible by the terminating party providing a month’s notice, via letter or email, to the other party. Any pre-paid support fees will be refunded based on the termination date (i.e., this is the termination notification date plus one month). 7.13. Data Protection The provision of IT services to Client A will be undertaken with due regard to Data Protection Laws as outlined within the Data Protection contract signed in conjunction with this SLA document.
- 16. Ethical IT Office System Environment Service Level Agreement (SLA) Support SLA Client A Ethical IT - Example SLA v1.doc Page 16 of 16 Status: Client Confidential Document version: 1.0 8. Specific Exclusions This section lists those items that are not covered by this SLA. 8.1. First Line Support First line support is always provided by the client’s IT department or key user(s) responsible for IT. 8.2. Second Line Support Second line support is only provided by Ethical IT for the Environments specified above. 8.3. General Queries This SLA caters for emergency calls only, as opposed to general queries (e.g., the use of system utilities). Response to general queries is normally covered as part of a general consultancy / training service. 8.4. Manufacturer Warranties It is assumed that the client has in place support agreements with the various hardware and software manufacturers for the duration of this SLA. Such services as would be covered by these agreements are excluded from this SLA. 8.5. Site Visits Ethical IT consultant attendance at client sites other than those specified in the location for each environment is excluded from this SLA. Ethical IT will be happy to quote for such requirements separately.