Uptime Our peak hours are between a. PST Monday thru Friday. The second most busy times are a. PST Saturday and Sunday. For each tenth of a percent that we fall below this guarantee, we credit your account the equivalent of how much you spend on our service partnership. The Supplier may need to outline exceptions to your service level agreements in the Contract that apply to certain regions or times of the year. For example, if The Supplier provides a technology service that can be impacted by natural disasters, The Supplier may exclude those downtimes from your SLA.
Our team uses the following method to calculate your service credits for each SLA outlined in our contract:. Company] Created by: [Sender. Rider Agreement When signed, this Agreement will form a part of the Contract, and upon signing this Agreement, the Contract shall be automatically changed, in accordance with its terms, from a monthly contract to a yearly contract.
Responsibilities [Client. Company] responsibilities: [ Client. Company] must provide all of the necessary information and assistance-related needs for service performance that allows the [ Supplier. Company] to meet the service level standards as outlined in this agreement. Company] shall inform [ Supplier.
Company] if there are any business changes that may require a review, modification, or amendment of the service-level agreements. The Help Desk guarantees a return call within five minutes of an urgent voice mail message. All messages left on voice mail will be confirmed for receipt within four hours. From this number, a caller may also be transferred to the Help Desk staff.
Telephone number is available for faxed information. Response Time. First level problem determination will be assigned using the following criteria:. The following table will be used internally to prioritize calls and to give a response time commitment:. Severity Level. Response Times. System Down. Business outage or significant customer impact that threatens future productivity.
High-impact problem where production is proceeding, but in a significantly impaired fashion; there is a time-sensitive issue important to long term productivity that is not causing an immediate work stoppage; or there is significant customer concern.
Important issue that does not have significant current productivity impact. Issue requiring no further action beyond monitoring for follow-up, if needed. Within 1 business day. Request for information only. Single point of contact response will be determined using the following criteria:.
Orders for new equipment provided by manager. Information conveyed to manager within one business day, then schedule confirmation. Equipment moves, adds. If specific date requested, Help Desk staff will changes negotiate with all involved staff to confirm date.
Data entry service. Information conveyed to data entry supervisor within one hour, then schedule confirmation provided by data entry.
System sign-on requests. To be returned to user within five business days. Centrex lines. Line to be ordered within one business day. Voice mail. Voice mailbox with existing line - one business day. Computer reports.
Information conveyed to manager within one business day, then schedule confirmation provided by manager. Application requests. Building access authorizations. Form to be sent to requestor within one business day. Budget figures. Include a brief introduction of the agreement, concerning parties, service scope and contract duration. For instance:. Include a definition and brief description terms used to represent services, roles, metrics, scope, parameters, and other contractual details that may be interpreted subjectively in different contexts.
This information may also be distributed across appropriate sections of this document instead of collated into a single section. The purpose of this SLA is to specify the requirements of the SaaS service as defined herein with regards to:.
Key performance indicators KPIs and other related metrics can and should support your SLA, but the achievement of these alone does not necessarily result in the desired outcome for the customer. Include service management and support details applicable to the service provider in this section. Service coverage by the [Service Provider] as outlined in this agreement follows the schedule specified below:. Include reference agreements, policy documents, glossary and relevant details in this section.
This might include terms and conditions for both the service provider and the customer, and any additional reference material, like third-party vendor contracts. The following section is an example of information you may want to append to your SLA. It is a flexible, living document.
My word of advice? Build one using this template and examples and consult with your customers for any perceived gaps. As unforeseen instances are inevitable, you can revisit and tweak the SLA as needed. This e-book introduces metrics in enterprise IT. Organizations of all shapes and sizes can use any number of metrics. These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.
See an error or have a suggestion? Please let us know by emailing blogs bmc. With our history of innovation, industry-leading automation, operations, and service management solutions, and unmatched flexibility and choice, we can help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.
Muhammad Raza is a Stockholm-based technology consultant working with leading startups and Fortune firms on thought leadership branding projects across DevOps, Cloud, Security and IoT. December 24, 6 minute read.
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