服务等级协议SLA模板.docx
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服务等级协议SLA模板.docx
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服务等级协议SLA模板
Appendix(SS)
ServiceLevelAgreement
between
&
PreparedBy:
DocumentVersion:
Date:
1TemplateIntroduction
ThistemplateismadetohelpcompletethecycleofcontractpreparationandmanagementinthePPPprojectstobecarriedoutbythee-GovernmentofSaudiArabia.
ServiceLevelAgreements(SLA)isconsideredanimportantattachmentoraseparatedocumenttoPPPprojects.AllclausesinthecontractthatencouragesaperformanceandservicelevelmanagementschemeswillhaveareferenceinthisAgreement.
TABLEOFCONTENTS
LISTOFTABLES
2introduction
PurposeandObjectives
ThedrawingupofadetailedSLAachievesanumberofobjectives: ∙ItdefinesthetermsandbasisunderwhichtheServiceswillbedelivered. ∙ItstateshowtheServiceperformancelevelswillbemeasured. ∙ItspecifiestheServicestobedelivered. > Example ThisAgreementoutlinesthetermsandconditionsunderwhichthePrivatePartnerwillprovidespecifiedServices(collectivelyreferredtoas“theServices”)totheAgencyandthePublic.TheobjectiveistoprovideabasisandframeworkforthedeliveryofhighqualityservicesthatmeettheneedsoftheAgency. PartiestotheAgreement Example ThisAgreementismadebetween[specifynameofPrivatePartner],dulyorganizedunderthelawsof---underCommercialRegistrationNo.----,(hereinafterreferredtoas“thePrivatePartner”)of[specifyaddressofPrivatePartner],and[specifynameofAgency](hereinafterreferredtoas“theAgency”of[specifyaddressofAgency]. CommencementDate Example ThisAgreementwillcommenceon[specifycommencementdate]. DurationoftheAgreement Example ThisAgreementshallcommenceontheServiceCommencementDateandendsontheearlierofthe[SpecifyExpiryDateasinthePPPContract]orterminationinaccordancewithSection9. Definitions 3periodicreview Example ThisAgreementisvalidfromtheSignatureDateofthePPPContractandisvaliduntiltheExpiryDateortheEarlyTerminationDateofthePPPContractwhicheverisearlier. ThisAgreementshouldbereviewedaminimumof[once]peryear;however,inlieuofanyreviewinanyperiod,thisAgreementshallremainineffect. TheBusinessRelationshipManagerisresponsibleforfacilitatingregularreviewsofthisDocument.ContentofthisAgreementmaybeamendedormodifiedasrequiredprovidedmutualagreementisobtainedfromallsignatories. ThisAgreementwillbepostedto[specifyalocation,eitherelectronicorafacility]andwillbemadeaccessibletoallStakeholders. 4servicesdescriptions Example Ref.No. ServiceName Description Specifications 1. CallCenter ForhandlingallinboundcallsfromthePublicregardingtheservices ∙TheCallCentershallacceptcalls24hoursaday,7daysaweek ∙TheCallCentershallsupporttwolanguages: ArabicandEnglish Table1: ServiceDescriptions 5Agencyresponsibilities Example AgencyResponsibilities ∙Periodicreviewsoftheservices ∙Preparingtheservicesneededandtheirgeneralspecifications ∙.. ∙.. Table2: AgencyResponsibilities 6PrivatePartnerResponsibilities Example PrivatePartyResponsibilities ∙DeliveringtheServicesasspecifiedinthisAgreement ∙Reportingonanyservicebreaches. ∙.. ∙.. Table3: PrivatePartnerReponsibilities 7servicemanagement serviceavailability ServicesDescriptions,andmaybebrokendownbyapplication,environmentorcategoriesspecifictoAgencyrequirementsorPrivatePartnerconstraints> Example AgoodexampleistospecifythissectioninatableformatwhereeachserviceisassignedanoperationalperiodasagreedbetweenthePartiesoreachserviceisassignedapercentage. ServiceName AvailabilityPeriod MaintenanceWindow Availability(%) Restrictions CallCenter 24x7 2hourseveryThursday Table4: ServiceAvailability availabilityrestrictions Example AvailabilityrestrictionsspecifictotheServicescoveredunderthisAgreementareasfollows: [HolidayandWeekendSchedule] [ScheduledMaintenanceWindows] [UnscheduledMaintenanceWindows] [BackupWindow] servicemaintenance TomeettheServiceLevelexpectations,maintenanceisamustprocedure.Maintenancewillsometimesrendertheserviceunavailabletothepublic.ItisagoodpracticetoagreeontheseMaintenanceWindowsintheSLAasnottocountthemasunavailability.> Example Itisagoodpracticetospecifyforeachserviceatablethatsetsoutthemaintenanceperiods.Theperiodscanbespecifiedasdays,weeks,ormonths.Thisdependsactuallyontheserviceitselfandtheneedformaintenance. Time Saturday Sunday Monday Tuesday Wednesday Thursday Friday Begin 2: 00am End 4: 00am Table5: ServiceMaintenance servicemeasurement Example 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 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 Example ReportName ReportDescription ReportInterval Recipient ServiceLevelAgreementMonitoringReport ThisreportshowsthenumberofbreachesfortheCallCenterservice monthly CallCenterManager Table7: ServiceReporting Thefollowi
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