运营级别协议(OLA)模板.doc

运营级别协议 (OLA) 服务提供者： 客户：生效日期：文档所有者：版本信息版本日期修订说明修订人1.02011-5-27新建运营级别协议模板审批信息审批人职级审批日期Table of Contents1.Agreement Overview42.Goals & Objectives43.Stakeholders44.Periodic Review55.Service Agreement55.1.Service Scope55.2.Service Components65.3.Customer Requirements65.4.Service Provider Requirements75.5.Service Assumptions76.Service Management76.1.Service Availability76.2.Service Measurement86.3.Service Reporting86.4.Service Maintenance96.5.Service Requests96.6.Service Exceptions9Appendix A: Associated Policies, Processes and Procedures11A.1 Change Management11A.2 Release Management11A.3 Incident Management11A.4 Problem Management11A.5 Configuration Management12Appendix B: Definitions12Appendix C: Amendments12C.1 Amendment 1: License Fees121. 协议概述这份协议是服务提供者（IT服务台）和客户（灾备部）之间达成的用于支持和维护用户（灾备部）所要求的流程督办这项服务的一份运营级别协议（OLA）。This Agreement represents an Operational Level Agreement (“OLA” or “Agreement”) between the Service Provider group and Service Consumer for the provisioning of IT services required to support and sustain System Name, Service Name and/or associated Service Level Agreement (SLA). This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. Changes are recorded in the Amendments section of this Agreement and are effective upon mutual endorsement by the primary stakeholders.This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.2. Goals & ObjectivesThe purpose of this Operational Level Agreement (“OLA” or “Agreement”) is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer(s) by the Service Provider(s). The goal of this Agreement is to obtain mutual agreement for service provision between the Service Provider(s) and Customer(s).The objectives of this Agreement are to: Provide clear reference to service ownership, accountability, roles and/or responsibilities. Present a clear, concise and measurable description of service provision to the customer. Match perceptions of expected service provision with actual service support & delivery.Include / revise Purpose, Goal and/or Objectives relative to the specific goals and/or services of the organization. 3. StakeholdersThe following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this OLA:IT Service Provider(s): Service Provider(s) (“Provider”)IT Customer(s): Customer(s) (“Customer”)The following stakeholders are responsible for the deployment and ongoing support of this agreement: (contact information may include E-mail address, phone number, support line, pager, etc.)StakeholderTitle / RoleContact InformationStakeholderTitle / RoleContact InformationStakeholderTitle / RoleContact InformationStakeholderTitle / RoleContact InformationStakeholderTitle / RoleContact Information4. Periodic ReviewThis Agreement is valid from the Effective Date outlined herein and is valid until the Date of Termination. The Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. The Designated Review Owner (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. Designated Review Owner: Document OwnerReview Period: Review Period e.g. “Annually” or “Quarterly”Previous Review Date: Last or Previous Review DateNext Review Date: Next Review DateThis Agreement will be posted to the following location and will be made accessible to all stakeholders:Document Location: OLA Directory and/or Location5. Service AgreementIn order to effectively support Service Level Agreements and/or other dependent agreements, policies, processes and/or procedures, specific service parameters must be defined. 5.1. Service ScopeThe following Services are covered by this Agreement; full descriptions, specifications and costs are outlined in the IT Service Catalog. (References to the Service Catalog may be pasted into this document or added as an Appendix to the Agreement for clarification, if required)Reference No.Service 2.1.1Batch Processing9.3.1Data Backup12.1 12.9Service Support5.2. Service ComponentsAs a subset of services provided, the physical and/or logical components covered by this Agreement include the following: (Itemize all applicable infrastructure components associated with service provision, including any hardware and/or software)Component NameComponent DescriptionComponent LocationApplication Server XPrimary application server for Application ZIP 255.255.255.255Application Server YBackup application server for Application ZIP 255.255.255.255File & Print Server ZFile & Printer Server for Application ZIP 255.255.255.255Network Hub ANetwork Hub for all Application Z trafficIP 255.255.255.255Operating System BOperating system on Application Servers X and YResides on Application Server Y and Y5.3. Customer RequirementsCustomer responsibilities and/or requirements in support of this Agreement include: List Customer responsibilities; these can be categorized by department, application or specific to service parameters. Adherence to any related policies, processes and procedures outlined in Appendix A: Related Policies, Processes and Procedures. Appropriate incidents and/or request prioritization as previously outlined and/or in cooperation with the Service Provider. Advanced scheduling of all service related requests and other special services with the Service Provider. Creation and maintenance of all required project documentation. Appropriate use of support toolsets as outlined in Appendix A: Related Policies, Process and Procedures. Payment for all service-related setup and/or configuration costs prior to service provision. Review related service hours logged by Service Provider for accuracy. Review all service related reports distributed by the Service Provider. Reasonable availability of customer representative(s) when resolving a service related incident or request.5.4. Service Provider RequirementsService Provider responsibilities and/or requirements in support of this Agreement include: List Service Provider responsibilities; these can be categorized by department, application or specific to service parameters. Meeting response times associated with service related incidents. Generating quarterly reports on service levels for Customer (-see Service Level Management). Training required staff on appropriate service support tools. Logging all Provider resource hours associated with services provided for review by the Customer. Appropriate notification to Customer for all scheduled maintenance (-see Service Level Management). Facilitation of all service support activities involving incident, problem, change, release and configuration management.5.5. Service AssumptionsAssumptions related to in-scope services and/or components include: Services are provided to internal IT customers only. Internal customer user base will remain within 10% of current staff levels. Funding for major upgrades will be provided by the Customer and treated as a project outside the scope of this Agreement. Changes to services will be communicated and documented to all stakeholders.6. Service ManagementEffective support of in-scope services is a result of maintaining consistent service levels. The following sections provide detail on service monitoring, measurement, reporting and maintenance of in-scope services and related components.6.1. Service AvailabilityCoverage parameters specific to the service(s) covered in this Agreement are as follows:(Outline specific times during which service provision is valid for services and/or components) 8:00 A.M. to 5:00 P.M. U.S. Eastern time Monday through Friday, 365 days per yearThis section may be broken down by application, environment or categories specific to Customer requirements or Service Provider constraints, e.g.: Production Computing EnvironmentCustomer AvailabilitySundays, 2:00 p.m. to Sundays, 2:00 a.m. U.S. Eastern TimeMaintenance WindowSundays, 2:00 a.m. to 2:00 p.m. U.S. Eastern TimeAutomated Server Monitoring24 x 7 365 days per year Development Computing EnvironmentCustomer AvailabilityMonday to Friday, 6:00 a.m. to 8:00 p.m. U.S. Eastern TimeMaintenance WindowMonday to Friday, 8:00 p.m. to 6:00 a.m. U.S. Eastern Time; Fridays, 8:00 p.m. to Mondays, 6:00 a.m. U.S. Eastern TimeAutomated Server MonitoringMonday to Friday, 6:00 a.m. to 8:00 p.m. U.S. Eastern Time 6.2. Service Measurement The following measurements will be established and maintained by the Service Provider to ensure optimal service provision to the Customer: MeasurementDefinitionPerformance TargetDaily Batch Schedule CompletedPercentage of on time completion of daily batch schedule related to in-scope services. 99.9% on time completion.Client Response TimeClient response time for Application Z for a sample of transactions executed in less than 10 seconds.99% of specified transactions in 30 seconds or less.Application X Availability Availability of Application X to end users during service coverage times.Not to exceed 1 hour during any reporting period.6.3. Service ReportingThe Service Provider will supply the Customer with the following reports on the intervals indicated: All Recipients and Responsible parties should be outlined with contact information in the Stakeholder section of this Agreement.Report NameIntervalRecipientResponsibleAvailability ReportQuarterlyApplication ManagerNetwork ManagerBackup Completion ReportYearlyApplication ManagerDatabase AdministratorCustomer Incident Report QuarterlyApplication ManagerIncident Manager 6.4. Service MaintenanceAll services and/or related components require regularly scheduled maintenance (“Maintenance Window”) in order to meet established service levels. These activities will render systems and/or applications unavailable for normal user interaction for the following locations and timeframes:Location(s): Location(s)Timeframe(s): Timeframe(s) e.g.: 2:00 a.m., Sundays, U.S. Eastern timeTimeSundayMondayTuesdayWednesdayThursdayFridaySaturdayBegin02:00 EST0:000:0002:00 EST0:000:000:00End14:00 EST0:000:0002:30 EST0:000:000:00 Add additional locations and timeframes as required6.5. Service RequestsIn support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames: One (1) hour (during business hours) for issues classified as Critical. Two (2) hours (during business hours) for issues classified as High priority. Four (4) hours (during business hours) for issues classified as Medium priority. Eight (8) hours (during business hours) for issues classified as Low priority. Twenty Four (24) hours (during business hours) for a general service Request.Refer to the service support policies, processes and related procedures for additional information in Appendix A: Related Policies, Processes and Procedures. Specific incident and/or request parameters, thresholds and/or samples may be inserted here for additional clarification.6.6. Service ExceptionsAny deviations from current policies, processes and standards are noted by the following Service Exceptions: (Insert any special exceptions related to coverage times and dates)Exception ParametersCoverageFederal HolidaysN/ANo coverageFiscal Year CloseLast business day in MayAdditional coverage, 8:00 a.m. to 5:00 p.m. U.S. Eastern timeEmergency service coverageCritical business need Customer may request support by contacting the Service DeskAppendix A: Associated Policies, Processes and ProceduresThis Appendix contains any instrumental policies, processes or procedures required to support this Operational Level Agreement. A.1 Change Management Definition: Change management refers to any event that alters the existing state of a Customers production IT services, including software, hardware, networks and facilities. Tool Requirements: IT Change Management Tool(s)Tool Link(s): Tool Link(s)Documentation: Documentation Location / Link(s) A.2 Release Management Definition: Release management ensures that all the technical and non-technical aspects of a change or related groups of changes are coordinated and facilitated in a standard manner. Tool Requirements: IT Release Management Tool(s)Tool Link(s): Tool Link(s)Documentation: Documentation Location / Link(s)A.3 Incident