服务等级协议SLA模板Word格式.docx
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服务等级协议SLA模板Word格式.docx
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1TemplateIntroduction
ThistemplateismadetohelpcompletethecycleofcontractpreparationandmanagementinthePPPprojectstobecarriedoutbythee-GovernmentofSaudiArabia.
ServiceLevelAgreements(SLA)isconsideredanimportantattachmentoraseparatedocumenttoPPPprojects.AllclausesinthecontractthatencouragesaperformanceandservicelevelmanagementschemeswillhaveareferenceinthisAgreement.
TABLEOFCONTENTS
LISTOFTABLES
2introduction
PurposeandObjectives
TheSLAshouldcontainabriefstatementonthepurposeandobjectivesoftheAgreementbeingdrawnupbetweenthetwoparties.
ThedrawingupofadetailedSLAachievesanumberofobjectives:
∙ItdefinesthetermsandbasisunderwhichtheServiceswillbedelivered.
∙ItstateshowtheServiceperformancelevelswillbemeasured.
∙ItspecifiestheServicestobedelivered.
>
Example
ThisAgreementoutlinesthetermsandconditionsunderwhichthePrivatePartnerwillprovidespecifiedServices(collectivelyreferredtoas“theServices”)totheAgencyandthePublic.TheobjectiveistoprovideabasisandframeworkforthedeliveryofhighqualityservicesthatmeettheneedsoftheAgency.
PartiestotheAgreement
ItisnecessarytoidentifythepartiesinvolvedinthisAgreementalongwiththeiraddresses.>
Example
ThisAgreementismadebetween[specifynameofPrivatePartner],dulyorganizedunderthelawsof---underCommercialRegistrationNo.----,(hereinafterreferredtoas“thePrivatePartner”)of[specifyaddressofPrivatePartner],and[specifynameofAgency](hereinafterreferredtoas“theAgency”of[specifyaddressofAgency].
CommencementDate
ItisnecessarytospecifythecommencementdateofthisAgreementasthisistheeffectivedateofthelegalAgreementbetweenbothparties.ThisdateisusuallythesameasthecommencementdatespecifiedinthePPPContract.>
ThisAgreementwillcommenceon[specifycommencementdate].
DurationoftheAgreement
ThissectionoftheAgreementshallspecifythedurationofthisAgreementandisusuallythesameasinthePPPContract.>
ThisAgreementshallcommenceontheServiceCommencementDateandendsontheearlierofthe[SpecifyExpiryDateasinthePPPContract]orterminationinaccordancewithSection9.
Definitions
ItisnecessaryforthetermsusedintheAgreementtobecleartopreventanymisunderstandings.Thetermsandtheirdefinitionsshallbenegotiatedandagreeduponbetweenbothparties.>
3periodicreview
ThissectionoftheAgreementshallspecifytheperiodicreviewsandamendmentstothisAgreement,whoupdatesthedocumentandwhereisthedocumentstored/located.>
ThisAgreementisvalidfromtheSignatureDateofthePPPContractandisvaliduntiltheExpiryDateortheEarlyTerminationDateofthePPPContractwhicheverisearlier.
ThisAgreementshouldbereviewedaminimumof[once]peryear;
however,inlieuofanyreviewinanyperiod,thisAgreementshallremainineffect.
TheBusinessRelationshipManagerisresponsibleforfacilitatingregularreviewsofthisDocument.ContentofthisAgreementmaybeamendedormodifiedasrequiredprovidedmutualagreementisobtainedfromallsignatories.
ThisAgreementwillbepostedto[specifyalocation,eitherelectronicorafacility]andwillbemadeaccessibletoallStakeholders.
4servicesdescriptions
ThissectionoftheAgreementshallprovideafulldescriptionoftheServicesprovidedbythePrivatePartnertotheAgency.ThisshouldincludeallspecificactivitiesthatwillberequiredtoproperlyimplementtheAgreementincludinghowspecificservicesaretobeprovided,resourcerequirements,adheringtothedefinedscheduleofactivitiesandallservicedeliveryprocessesused/supportedbythePrivatePartner.>
Ref.No.
ServiceName
Description
Specifications
1.
CallCenter
ForhandlingallinboundcallsfromthePublicregardingtheservices
∙TheCallCentershallacceptcalls24hoursaday,7daysaweek
∙TheCallCentershallsupporttwolanguages:
ArabicandEnglish
Table1:
ServiceDescriptions
5Agencyresponsibilities
ThissectionoftheAgreementshallspecifytheresponsibilitiesoftheAgencyinsupportofthisAgreement.>
AgencyResponsibilities
∙Periodicreviewsoftheservices
∙Preparingtheservicesneededandtheirgeneralspecifications
∙..
Table2:
AgencyResponsibilities
6PrivatePartnerResponsibilities
ThissectionoftheAgreementshallspecifytheresponsibilitiesofthePrivatePartnerinsupportofthisAgreement.>
PrivatePartyResponsibilities
∙DeliveringtheServicesasspecifiedinthisAgreement
∙Reportingonanyservicebreaches.
Table3:
PrivatePartnerReponsibilities
7servicemanagement
ThissectionoftheAgreementshallspecifytheServiceAvailability,Maintenance,Measurement,andReporting>
serviceavailability
Thissectionshallspecifyandagreetheavailabilityofrequiredservices.Availabilitycanbespecifiedaspercentageoftimeorasaperiodwhichisfreefromoperationalfailures.ThissectionshallspecifyclearlytheavailabilityspecificationforallServicesasmentionedinClause5:
ServicesDescriptions,andmaybebrokendownbyapplication,environmentorcategoriesspecifictoAgencyrequirementsorPrivatePartnerconstraints>
AgoodexampleistospecifythissectioninatableformatwhereeachserviceisassignedanoperationalperiodasagreedbetweenthePartiesoreachserviceisassignedapercentage.
AvailabilityPeriod
MaintenanceWindow
Availability(%)
Restrictions
24x7
2hourseveryThursday
Table4:
ServiceAvailability
availabilityrestrictions
ThissectionoftheAgreementshalldocumentspecifictimesthePrivatePartyrequiresservicerestrictions.Theserestrictionsincludeprovisionsfornormalsystemmaintenanceanddetailsofunscheduledsystemdowntime.>
AvailabilityrestrictionsspecifictotheServicescoveredunderthisAgreementareasfollows:
[HolidayandWeekendSchedule]
[ScheduledMaintenanceWindows]
[UnscheduledMaintenanceWindows]
[BackupWindow]
servicemaintenance
ThissectionoftheAgreementshallspecifytheMaintenanceWindowsforallservicesifapplicable.
TomeettheServiceLevelexpectations,maintenanceisamustprocedure.Maintenancewillsometimesrendertheserviceunavailabletothepublic.ItisagoodpracticetoagreeontheseMaintenanceWindowsintheSLAasnottocountthemasunavailability.>
Itisagoodpracticetospecifyforeachserviceatablethatsetsoutthemaintenanceperiods.Theperiodscanbespecifiedasdays,weeks,ormonths.Thisdependsactuallyontheserviceitselfandtheneedformaintenance.
Time
Saturday
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Begin
2:
00am
End
4:
00am
Table5:
ServiceMaintenance
servicemeasurement
Thissectionshallestablishthemeasurementstobeusedtomakesuretheoptimalprovisionofservices.Measurementscanbedefinedintermsofserviceavailability(i.e.uptime),serviceperformance(i.e.throughput,responsetime)andservicequality(i.e.numberofunscheduledoutages,customersurveys).>
ServiceMetric
Definition
Baseline
LowPerformance
HighPerformance
Breach
AverageWaitPeriodatservicecenters,peakhours
Thisisthetimeperiodwaitedbycitizenstogetservedatservicecentersinpeakhoursoftheday
15min
15–25min
12min
30min
AverageWaitPeriodatservicecenters,non-peakhours
Thisisthetimeperiodwaitedbycitizenstogetservedatservicecentersatnon-peakhoursoftheday
1min
0–3min
Nowaiting
2min
Table6:
ServiceMeasurement
servicerequests
ThissectionoftheAgreementshallestablishtheresponsebythePrivatePartnertotheAgencybasedonanrequestsubmittedbytheAgency.Referencetotheservicesupportpolicies,processesandrelatedproceduresmaybeincluded.Specificincidentand/orrequestparameters,thresholdsand/orsamplesmaybeinsertedhereforadditionalclarification.>
Example:
InsupportofservicesoutlinedinthisAgreement,thePrivatePartnerwillrespondtoservicerelatedincidentsand/orrequestssubmittedbytheAgencywithinthefollowingtimeframes:
∙One
(1)hour(duringbusinesshours)forissuesclassifiedasCritical.
∙Two
(2)hours(duringbusinesshours)forissuesclassifiedasHighpriority.
∙Four(4)hours(duringbusinesshours)forissuesclassifiedasMediumpriority.
∙Eight(8)hours(duringbusinesshours)forissuesclassifiedasLowpriority.
∙TwentyFour(24)hours(duringbusinesshours)forageneralserviceRequest.
servicereporting
ThissectionoftheAgreementshallspecifythereportingneededbythePrivatePartnertotheAgency.Reportingisnecessarytomakesurethatagreedservicelevelsaremaintained.Thesereportsmustalignwiththeservicemeasurementssetforthdescribedsection7.4aboveandsupportthesemeasurements.Allrecipientsandresponsiblepartiesshouldbeoutlinedwithcontactinformation.>
ReportName
ReportDescription
ReportInterval
Recipient
ServiceLevelAgreementMonitoringReport
ThisreportshowsthenumberofbreachesfortheCallCenterservice
monthly
CallCenterManager
Table7:
ServiceReporting
Thefollowi
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