服务等级协议SLA模板.doc

Appendix (SS) Service Level Agreement between however, in lieu of any review in any period, this Agreement shall remain in effect. The Business Relationship Manager is responsible for facilitating regular reviews of this Document. Content of this Agreement maybe amended or modified as required provided mutual agreement is obtained from all signatories. This Agreement will be posted to specify a location, either electronic or a facility and will be made accessible to all Stakeholders. 2 Refer to the PPP Contract for the definitions and clauses related to the Contract Duration and Signature Date. 3 Refer to the PPP Contract for the Contract Duration Clause. Service Level Agreement7 4SERVICES DESCRIPTIONS Example Ref. No. Service NameDescriptionSpecifications 1.Call CenterFor handling all inbound calls from the Public regarding the services The Call Center shall accept calls 24 hours a day, 7 days a week The Call Center shall support two languages: Arabic and English Table 1: Service Descriptions Service Level Agreement8 5AGENCY RESPONSIBILITIES Example Agency Responsibilities Periodic reviews of the services Preparing the services needed and their general specifications . . Table 2: Agency Responsibilities Service Level Agreement9 6PRIVATE PARTNER RESPONSIBILITIES Example Private Party Responsibilities Delivering the Services as specified in this Agreement Reporting on any service breaches. . . Table 3: Private Partner Reponsibilities Service Level Agreement10 7SERVICE MANAGEMENT 7.1 SERVICE AVAILABILITY Example A good example is to specify this section in a table format where each service is assigned an operational period as agreed between the Parties or each service is assigned a percentage. Service Name Availability Period Maintenance Window Availability (%) Restrictions Call Center24x72 hours every Thursday Table 4: Service Availability 7.2 AVAILABILITY RESTRICTIONS Example Availability restrictions specific to the Services covered under this Agreement are as follows: Holiday and Weekend Schedule Scheduled Maintenance Windows Unscheduled Maintenance Windows Back up Window Service Level Agreement11 7.3 SERVICE MAINTENANCE Example It is a good practice to specify for each service a table that sets out the maintenance periods. The periods can be specified as days, weeks, or months. This depends actually on the service itself and the need for maintenance. TimeSaturda y Sunda y Monda y Tuesda y Wednesda y Thursda y Frida y Begi n 2:00 am End4:00 am Table 5: Service Maintenance 7.4 SERVICE MEASUREMENT Service Level Agreement12 Example Service Metric DefinitionBaselineLow Performance High Performance Breach Average Wait Period at service centers, peak hours This is the time period waited by citizens to get served at service centers in peak hours of the day 15 min15 25 min 30 min Average Wait Period at service centers, non-peak hours This is the time period waited by citizens to get served at service centers at non-peak hours of the day 2 min Table 6: Service Measurement 7.5 SERVICE REQUESTS Example: In support of services outlined in this Agreement, the Private Partner will respond to service related incidents and/or requests submitted by the Agency 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. Service Level Agreement13 Twenty Four (24) hours (during business hours) for a general service Request. 7.6 SERVICE REPORTING Example Report NameReport Description Report IntervalRecipient Service Level Agreement Monitoring Report This report shows the number of breaches for the Call Center service monthlyCall Center Manager Table 7: Service Reporting The following are responsible for the deployment and ongoing support of this agreement: (contact information may include E-mail address, phone number, support line, pager, etc.) Contact PersonTitle / RoleContact Information NameTitle / RoleContact Information NameTitle / RoleContact Information NameTitle / RoleContact Information NameTitle / RoleContact Information Service Level Agreement14 7.7 SERVICE LEVEL CREDITS 7.8 SERVICE CONTINUITY MANAGEMENT Service Level Agreement15 8SUPPORTING DOCUMENTATION Example DocumentationDescription PPP ContractThis is the main Contract to which this SLA is asso