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Service Level Agreement (SLA) Template


About this templateThis template provides a consistent format for all Service Level Agreements (SLAs) between ITS anda recognized customer requesting IT services(s). It addresses responsibilities and procedures forITS, whose purpose is to provide IT services and support to the UCSC community. The objective ofthe SLA is to present a clear, concise and measurable description of the services provided.

The SLA template is maintained by ITSM. If you have suggested changes to the template, pleasecontact IT Services.

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 Enter a new name in the File name box.4 Click Save.

Use only the sections of this document relevant to the SLA being addressed. Deleteany non-relevant sections.

Delete any blue text during final revision. Blue text indicates instructionalinformation.

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.

Delete the template watermark.

To delete the template watermark

1 On the View menu, click Header and Footer. The Header and Footer toolbaropens.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.

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3 Select Update entire table.4 Click OK. The Contents is updated.

Select this instructional page and press DELETE.

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[Service Name]Service Level Agreement (SLA)

By

ITS

For

[Client name or Campus, if a globally provided service]

Effective Date:

Document Owner:

Version

Version Date Revision / Description Author

Approval

Approver Title Approval Date

DLs

SMT

Agreement Termination

Approver Title Termination Date

Other Agreement Ref.:

Last Update: September 10, 2011

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Table of Contents

Service Level Agreement (SLA) Template..............................................................................................1

Service Level Agreement (SLA) Template...............................................................................................................11 General Overview ....................................................................................................................................52 Service Description ......................................................................................................................... .......5

2.1 Service Scope ........................................................................................................................................................5

2.2 Assumptions ..........................................................................................................................................................5

3 Roles and Responsibilities ....................................................................................................................63.1 Parties ....................................................................................................................................................................6

3.2 ITS Responsibilities ..............................................................................................................................................6

3.3 Customer Responsibilities ....................................................................................................................................6

4 Requesting Service .................................................................................................................................74.1 Online / IT Request (itrequest.ucsc.edu) ..............................................................................................................7

4.2 Phone (459-4357 - 459-HELP) ............................................................................................................................7

4.3 Email ([email protected]) ........................................................................................................................................7

4.4 Walk-in .................................................................................................................................................................74.5 Work orders .........................................................................................................................................................7

4.6 Your Divisional Liaison ........................................................................................................................................7

5 Hours of Coverage, Response Times & Escalation .............................................................................75.2 Hours of Coverage ...................................................................................................................................... ..........8

1.2.1Incident Response...........................................................................................................................................81.2.2Prioritization....................................................................................................................................................8

1.2.3Service Request...............................................................................................................................................8

Service Level Agreement (SLA) Template...............................................................................................................4

5.3 Escalation ..............................................................................................................................................................9

5.4 Information ............................................................................................................................................. ...... ...... ..9

5.16 Other Requests ...................................................................................................................................................9

1.6 Service Exceptions to Coverage .........................................................................................................................10

6 Maintenance and Service Changes .....................................................................................................107 Pricing ....................................................................................................................................................11

7.1 Rates Process ..................................................................................................................................... ...... ...........11

7.2 Charges ...............................................................................................................................................................11

8 Reviewing and Reporting .....................................................................................................................118.1 System Performance and Availability Reporting ............................................................................................ ...11

8.2 SLA Reviews ............................................................................................................................................. ...... ...12

9 Signatures (for ITS and Campus SLA or local SLAs, delete if section 10 is used) .........................1210 Approvals and Signatures (for services documented in the ITS service catalog, delete if section9 is used) ............................................................................................................................................ ......12


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1 General Overview

This is a Service Level Agreement (SLA) between the campus community and the Information Technology

Services Division (ITS) to document:

The technology services ITS provides to the campus

The general levels of response, availability, and maintenance associated with these services

The responsibilities of ITS as a provider of these services and of clients receiving services

Processes for requesting services

This SLA covers the period from [date] to [date] and will be reviewed and revised at the end of this period.

Or

This SLA shall remain valid until revised or terminated.

2 Service Description

2.1 Service ScopePlace the client focused service description here.

2.2 Assumptions

Services provided by ITS are clearly documented in the ITS servicecatalog.

Major upgrades will be treated as projects outside the scope of thisAgreement.

Funding for major updates will be negotiated on a service-by-servicebasis.

Changes to services will be communicated and documented to allstakeholders via the change notification process.

Service will be provided in adherence to any related policies, processesand procedures

Scheduling of all service related requests will be conducted inaccordance with service descriptions.


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2.2.1

3 Roles and Responsibilities

3.1 PartiesList all relevant contact persons, for example:

The following Service Owner(s) will be used as the basis of the Agreement and represent the primary

stakeholders associated with this SLA:

Stakeholder Title / Role Contact Information *

Service Owner 1 [Title / Role] [Contact Information]

Campus/specific client

or div

[Title / Role] If campus, list DLs

If Specific client or div, list specific name and DLname for that div or just DL name

*NOTE: Availability is defined in Section 4, Hours of Coverage, Response Time & Escalations. Cell

phone numbers are not to be used during working hours unless specified in this section.

3.2 ITS Responsibilities

ITS responsibilities and/or requirements in support of this Agreement include:

List ITS responsibilities; these can be categorized by application or specific to service parameters.

Meet response times associated with the priority assigned to incidents and service requests.

Generating quarterly reports on service level performance.

Appropriate notification to

Customer for all scheduled maintenance via the Maintenance Calendar, Service Catalog web page

and/or a communication to campus via the ITS Communication Manager

ITS will implement defined processes to deliver these service levels

3.3 Customer Responsibilities

Customer responsibilities and/or requirements in support of this Agreement include:

List Customer responsibilities and requirements.

Availability of customer representative(s) when resolving a service related incident or request.

Communicate specific service availability requirements


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4 Requesting Service

Standard:

There are six methods of contacting ITS for all requests.

4.1 Online / IT Request (itrequest.ucsc.edu)By utilizing the web, your request will be automatically associated with your division and visible to

technicians. Requests made via the web will be processed during normal hours of operation. Using IT

Request via the web interface is the most efficient method to log and process incidents.

4.2 Phone (459-4357 - 459-HELP)Phone service is available during normal hours of operation. Messages left during off hours will be

processed the next business day.

4.3 Email ([email protected])Email requests will be processed during regular business hours.

4.4 Walk-inWalk-in service is available for services during normal hours of operation. See individual service pages

for locations.

4.5 Work ordersFor select services, work orders will be processed from date of receipt of the complete and correct work

order form.

4.6 Your Divisional LiaisonContact your Divisional Liaison (DL) for services not listed in the ITS Service Catalog. The contact

information for each DL is located at http://its.ucsc.edu/divisional_liaisons/index.php.

2.32.4

2.5

2.6

5 Hours of Coverage, Response Times & Escalation

The intent of this section is to assure delivery of prompt service as agreed, and the acceleration of support for

high priority issues.

If this service does not use ITRequest or the Help Desk for incidents and problems, please put escalation

procedures here.

mailto:[email protected]://its.ucsc.edu/divisional_liaisons/index.phpmailto:[email protected]://its.ucsc.edu/divisional_liaisons/index.php

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1.15.1

1.2

2.6.1

5.2 Hours of CoverageStandard:

The Support Center hours of operation are 8:00 AM to 5:00 PM, Monday Friday except federal

holidays, University holidays, and announced University closures. Customers may use any of the

methods of contact as stated in Section 4.

Tickets via the web interface and email can be sent 24 hours a day, 7 days a week and will beprocessed during the next business day. Using IT Request via the web interface is the most efficient

method to log and process incidents.

Add your hours of operation if different

5.2.1.1

1.2.1 Incident ResponseStandard:

For responses to incidents, the ITS goal is to respond to requests within 8 business hours of

receipt. Many services have faster incident response times; please refer the to service catalog webpage for individual incident response times.An incident means any interruption in the normalfunctioning of a service or system.

1.2.2 PrioritizationStandard:

ITS will prioritize incoming incident requests as urgent priority if it meets any one of the

following criteria:

Significant number of people affected.

Organizational structure is a multiplier for number ofpeople affected.

Percentage of total tasks that can no longer be performed by individuals.

Academic and Administrative Calendar deadlines.

Significant impact on the delivery of instruction.

Significant or lasting impact on student academic performance.

Significant risk to safety, law, rule, or policy compliance.

1.2.3 Service Request

2.6.2


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A service request means a request is made by a customer to ITS for a service as published in theITS Service Catalog. Service requests will be processed during normal hours of operation via any

of the methods outlined in Section 4.

Standard:

For service requests, the ITS goal is to respond to requests within 8 business hours of receipt.

Many service requests have faster response times; please refer the to service catalog web page for

individual service response times.

If you have a better response time that you are able to commit to, monitor and report, update the

above paragraph.

5.3 EscalationStandard:

If you are not satisfied with the level of service on a request, contact your Divisional Liaison (DL) or the

Director of ITS Client Relationship Management (CRM). They will categorize and process your input as

appropriate and will respond to you with the action taken.

5.4 InformationStandard:

If you have a question about a service, IT need or technology phone, email or use IT Request. The

Support Center will route your ticket to the appropriate area.

5.5

5.65.71.3

1.45.85.9

1.55.105.115.12

5.135.14

5.155.16 Other Requests

Standard:

Requests for service features and functions not yet implemented can also be submitted though IT request.

Outline how to request the service and expected response and deliver times. Outline working

durations and customer/client interactions. This is the service level and service metrics for the


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service

Provide description of the types of information requests defined by the CRSP project and how

client can use that information to make requests

1.6 Service Exceptions to Coverage(Insert any special exceptions related to coverage times and dates) If this SLA represents a service that is

provided 24x7, 365, the exceptions are None.

Exception Parameters Coverage

University Holidays N/A No coverage

Fiscal Year Close Last business day in

May

Additional coverage, 8:00 a.m. to 5:00 pm

5.16.1.1.1.1.1.1

5.16.1.1.1.1.1.2

6 Maintenance and Service Changes

The Change Management process within ITS, minimizes unintended service disruptions or other impacts to the

campus as a result of changes in the production environment. ITS does this by monitoring, managing, and

evaluating changes to maximize the service benefits to the customer, while minimizing the risks involved in

making those changes.

All IT related service maintenance and outages are published in the Schedule of Changes located on the ITS

Web site here: http://its.ucsc.edu/maintenance_calendar/index.php. This Schedule of Changes currently serves

as the official schedule of change for ITS. Scheduled maintenance is not included in the calculation of

availability metrics.

Campus units are responsible for monitoring the Schedule of Changes to notify ITS of forthcoming local

events with ITS dependencies. In most cases, the ITS Communication Coordinator is responsible forcommunicating service changes to the ITS Division, service groups, and to the campus as necessary.

There are three categories of service changes:

Planned Maintenance: Planned service maintenance is approved work that is planned and

scheduled at least two weeks prior to the change. The ITS Communication Coordinator will

communicate (as needed) to the appropriate audience a minimum of one week prior to the scheduled

change.

Unplanned Maintenance: Unplanned service maintenance is priority work that is unplanned dueto an urgent repair to prevent failure. Unplanned service outages will be given priority (and

communicated immediately) on a case-by-case basis depending on the type and urgency of the service

failure.

Emergency Service Change: An emergency service change is defined as a service failure that

affects the entire campus or significant number of users that requires immediate repair. The ITS

http://its.ucsc.edu/maintenance_calendar/index.phphttp://its.ucsc.edu/maintenance_calendar/index.php

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Communication Coordinator reports all emergency service changes to the appropriate people in ITS

and determines necessary communication steps. Emergency service announcements are communicatedusually the day of the service failure. Off-hours service failures will be communicated the following

business day.

Major upgrades to a service will be treated as projects outside the scope of this service level

agreement. Funding for major updates will be negotiated on a service-by-service basis.

7 Pricing

7.1 Rates ProcessHow rates are set

7.2 ChargesPrice references service catalog

8 Reviewing and ReportingAny agreement requires oversight and reporting, and no agreement runs forever. This section clearly defines

the duration of the SLA, when and under what conditions to review the SLA, and when, what and to whom toreport. Section 5.2 list Key Performance Indicators upon which reporting will occur.

8.1 System Performance and Availability ReportingThis is where system performance and availability metrics are included.


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8.2 SLA ReviewsThis Agreement is will be reviewed annually or as otherwise needed.

IT Services is responsible for facilitating annual reviews of this document. Contents of this document maybe amended as required, provided mutual agreement is obtained from the primary stakeholders andcommunicated to all affected parties. IT Services will incorporate all subsequent revisions and obtain

mutual agreements / approvals as required.

This Agreement will be posted to the following location and will be made accessible to all stakeholders:

Document Location:[SLA Directory and/or Location]

9 Signatures (for ITS and Campus SLA or local SLAs, delete if section 10 is used)

Date Date

Person 1, Title Person 2, Title

10 Approvals and Signatures (for services documented in the ITS service catalog,

delete if section 9 is used)The Divisional Liaisons and ITS Senior Managers approve this document. This document is then published onthe ITS service catalog web site along with other service level agreements. Service level information is

integrated into the service page in the ITS Service Catalog.


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