Performance requirements are requirements that are formulated in the form of obligations for the supplier. Performance requirements are often determined based on key performance indicators (KPIs). Examples of performance requirements include availability agreements (for example.B. expressed in percentages) or the maximum response time in the event of a problem. A service level agreement, also known as a service level agreement or service level agreement, is a document that contains agreements about the service standards of a service or product. In the ICT world, this document usually takes the form of a formal contract between an implementing partner and the company purchasing the software. An SLA ensures that both parties know what to expect and, in the form of a contract, is also a way to legally enforce those promises. Concept Service Level Agreement European Call for Tenders Personnel Information System and Payroll Service For the benefit of the common regulations Security Region Zuid-Holland Zuid Contract Excellent service. Receive or grant. We all want it, because it makes all the difference.
A service level agreement (SLA) can help. How? You can read this below. DAP stands for Dossier Agreements and Procedures. This document is similar to an SLA, but is more related to the working method compared to the services provided. This includes, for example, processes during the implementation process, registration of the right contact persons, expected time, responsibilities, etc. A DAP is more flexible than an SLA because specific circumstances often change significantly during the ICT project. 3 Version control of the table of contents. 4 Distribution list Introduction Context SLA objective Related documents Approval and management SLA Introduction Scope of services Services to be provided Maintenance Service levels Management Helpdesk Incident management (first line) Incident management (second line) Incident management (problem management) Quick storage services Fallback work Service level service level management Service level maintenance version management Software Control and distribution Impact Analyses Implementation Acceptance Testing Support Structure General Structural Application> 3/18 5 1 Introduction 1.1 Substantive Client> expressed the intention to combine the individual management and maintenance tasks that are currently performed under a single SLA. This SLA gives substance to the customer`s wishes>. 1.2 Purpose of the SLA This SLA covers qualitative and quantitative agreements regarding the management and maintenance of the customer`s applications> applications. This SLA is the complete set of agreements for the management and maintenance of current client> applications. The description consists of a definition of the indicators (service levels) that are important to the customer> with regard to (the quality) of his business activity.
Relevant indicators are measurable and can be influenced. For each indicator, the corresponding standard is included. These standards are the measurable criteria that must be met to ensure the level of service to the customer>. 1.3 Related documents The SLA is an integral part of the service contract d.d. for applications between the customer> and. Contractual information such as duration, validity, etc. is therefore found in this service contract and is not included in this SLA. In addition, the SLA is closely linked to the appointments and procedures file. The file contains agreements and procedures relating to working methods, communication, (operational) working arrangements, organisation, responsibilities, division of labour and procedures. These agreements are not repeated in the SLA.
If necessary, reference is made to the Agreements and Procedures file associated with this SLA. application> 5/18 7 2 Introduction 2.1 Scope of services This chapter explains the services on which this SLA is based. provides capacity for application management and maintenance of (clusters of) applications: Xxxx xxxx The appointment and procedure file contains an agreed list of objects to be managed by (cluster of) applications. 2.2 Services to be provided Management In order to fulfil the orders referred to in point 2.1, the following services are defined: Services to be provided Helpdesk Incident management Quick Shop Services Standby work Service level management Description Complaint handling; Answer the questions. Record, manage and resolve incidents (2nd line incident management) through emergency corrections. Reports are saved using .b a support and incident analysis tool. Capture and track known bugs, create the appropriate RFC, and perform proactive incident management. Make changes, less than 8 hours.
(with a maximum of 40% of the total number of minimum hours of administration). waiting during office hours; waiting outside office hours; Watches when needed. Control and control of the quality and quantity of the service provided. application> 7/18 Most service providers provide clear compilations of data, often through an online portal. The customer can verify that the SLAs are met and whether you are entitled to service credits or other fines as set out in the SLA. However, it is recommended that the client and contractor work together during the negotiation of the SLA to eliminate misunderstandings regarding the process and method of support, as well as management and reporting methods. 18 5.2 Structural Frequency Who submits contract management Semi-annual contract management Contract management contract management > and changes to the SLA and related implications for the management of service transfer assignments Monthly assignment manager to assignment manager Client> Progress report on agreed service levels on a monthly basis Weekly version management Publishing manager to project manager> Aggregation of information on portfolio allocations (incidents, changes, projects) in accordance with agreements. Helpdesk Daily Incident Manager to Incident Manager Client> Open and processed incidents (status of pending incidents, classifications, exceedances) Application> 18/18 Collection of restrictions regarding the use of the services to be provided, dependence on third-party organizations (e.B. KPN t.b.v.B. communication) and overview of situations in which organisations may invoke force majeure. The SLA should include not only a description of the services to be provided and the expected service levels, but also units of measure that measure the services, duties and responsibilities of each party, the means of violation, and a protocol for adding and removing the clear composition of the data. 9 3 Service Level Management 3.1 Help Desk Responsible Minimum Occupancy during Window Hours Window Hours; Weekdays from 8:00.m to 17:30.m.
Helpdesk 1 FTE 3.2 Incident Management (First Line) Recording and Feedback to Incident Users. The client > can guarantee that the reporting, classification and feedback process will be carried out in a timely manner so that this does not delay the overall resolution time of incidents. The standards that apply to the customer> user service with the customer`s user organization>. Client responsible for > 3.3 Incident Management (Second Line) Incident Classification, Management and Handling. Response time Incident from arrival to the help desk up to and including feedback to the customer`s help desk>. Priority 1: 1 hour Priority 2: 3 hours Priority 3: 8 hours Priority 4: 1 week Responsible application> 9/18 In collaboration with CM partners, we offer training on service level agreements for contract managers. During this one-day training, you will gain the legal knowledge to create, assess and manage SLAs and identify complications and risks. .