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SERVICE LEVEL AGREEMENT

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Service Level Agreement

© Pink Elephant Inc. To be used under licence only (info@vanharen.net).
For more information on this template and how it should be used please see the following document: ‘Defining IT Success through the
Service Catalog’ ISBN: 978 90 77212 967
Whilst care has been taken to ensure that the original template is accurate and complete, thepublisher, author and distributor can
accept no responsibility for any errors or omissions or for changes to the details given: for example any bespoking of the templates by
individuals or organizations. These templates are not intended as a substitute for project specific legal advice which should always be
sought where required.

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DEFINING SUCCESS THROUGH THE IT SERVICE CATALOG!Service Level Management
National ABC Company
Service Level Agreement
Customer: Finance Department
Provider: Information Systems Department

Agreement Period: dd/mm/yy to dd/mm/yy
Review Date: dd/mm/yy

Signed by:

_____________________________________________
(Customer)

Signed by:

_____________________________________________
(Provider)

Version
Date
Location :
Author

:
::

SERVICE LEVEL AGREEMENT

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REVISION CONTROL
Title:

Current Version:
Publication Date:
Authors:
Contributors:
Approved by:

Document Review:
To ensure that the achieves its stated objectives, this document will be reviewed according to the
Document Control Process. Ownership of the document belongs to the . Any enhancements will be
communicated to all interested parties.Version Control Notice:
This document is a controlled issue that supersedes all previous issues. Please discard any previous copy of this document
dated prior to the version and publication date noted above.
Date

Version
0.01

Name of Person Making Change

Description of Changes
Initial document

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DEFINING SUCCESS THROUGH THE IT SERVICE CATALOG!

Table of ContentsREVISION CONTROL

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Table of Contents

4

Introduction
Scope
Objectives
Authorization
Renegotiation

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5
5
5
5

Service Description
User Support
Production Services
Technical Support
Financial Management Contract Service Management
Systems Development
Telecommunications
Data Resource Management

5
5
5
5
5
6
6
6

Service Details
Service Hours
ServiceAvailability Targets
Service Performance
Data Input/Output
Support Hours
Service Recoverability
Service Maintenance
Scheduled System Maintenance
System Disaster Strategy
Security
Network Access
Training
Consumables

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6
6
6
6
6
6
7
7
7
7
7
7
7

Incident Management

8

Change Management

8

Resource Management

8

Documentation

9

Charging

9

Service ReviewsService Level Monitoring
Service Performance Reviews
Service Level Agreement Reviews

9
9
9
9

SERVICE LEVEL AGREEMENT



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Introduction

Scope
This Service Level Agreement documents the services and facilities provided by the Information Technology Department
(hereafter known as IT) to the Customer.
It details all aspects directly impacting the provision of the services.IT maintains all support areas required to provide the
Customer with a service consistent with the levels agreed in this document.
This agreement is valid for the period specified herein and subject to the conditions specified.
A separate Service Level Agreement will be provided for specific service requirements beyond the standard detailed
within this agreement.

Objectives
The objectives ofthis document are to describe the base level of service and the means of providing a consistent level of
service at a defined quality standard.

Authorization
Authorization of the Service Level Agreements is the joint responsibility of the following parties:
On behalf of the Customer: ,
On behalf of IT: ,
It is the responsibility of IT to issue and amend this document as agreed by the...
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