Service Level Agreement

Transcription

1 Template SDSU-TPL v2 20/1/11 IT Services Service Level Agreement HR Management System -SAP (HRMS) Document Ref: DSLAHRMS Version: /03/2011

2 Contents 1 INTRODUCTION Service Outline Scope of the Agreement SIGNATORIES SERVICE CONTACTS IT Services: Service Desk IT Services: Business Account Manager Business Primary Contact SERVICE DESCRIPTION In Scope Out of Scope Escalation TARGET SERVICE LEVELS Request Fulfilment Incident Management CUSTOMER RESPONSIBILITIES... 9 APPENDIX 1: THIRD-PARTY RESPONSIBILITIES APPENDIX 2: APPROVED LIST OF INCIDENT AND STANDARD SERVICE REQUEST CLASSES of 11

3 Copyright All rights reserved. All information Copyright University of Salford Document Control: Project/Service Name: Document Number: Original Author: HR Management System -SAP SLAHRMS John Green Version Reason for Change Author Date 0.1 First Draft John Green 24/1/ Initial service levels added John Green 1/3/ Further standard sections added. John Green 24/3/11 Distribution for Approval: Title Name Signature Date Distribution for Information: Department Title Name Date 3 of 11

4 1 Introduction 1.1 Service Outline The HR Management (SAP) system provides a University-wide solution, meeting the operational needs of the University of Salford s Personnel, Payroll, Travel Expenses and Training Administration functions. The application: Enables the accurate and timely provision of management information in respect of the University s employees. This includes the provision of key data analysis such as numbers employed, sickness and absence, equal opportunities to meet University, HE Sector and statutory needs. Provides Mid-Month and Month End payrolls that accurately reflect all University terms and conditions, meet all statutory calculation standards / requirements and enables the timely payment of wages / salaries to all employees via BACS. Provides a data source for export interfaces to other key University systems including Agresso, Banner, ID Cards and ACCMAN. Enables the decentralisation of specified Personnel, Payroll and Travel Management related data input to School and College administrators. Enables line management to access relevant employee data and produce reports within their own areas of responsibility. Facilitates administration of Training courses for several University departments. Scope of the Service (Summary) 1.2 Scope of the Agreement This agreement covers the key activities that underpin the provision of the HR Management System - SAP service by the IT Services Division. 4 of 11

5 2 Signatories Customer Community: UoS HR Division and Finance Division (Payroll Team) Provider: IT Services, University of Salford; Agreement effective from: 4/4/11; Review Due: 4/4/12 and annually thereafter. Signed: Name: Date: (On behalf of the customer) Signed: Name: Date: (On behalf of IT Services) 5 of 11

6 3 Service Contacts 3.1 IT Services: Service Desk Telephone Number Address Emergency Number IT Services: Business Account Manager Name John Green Telephone Number Address j.l.green@salford.ac.uk Emergency Number 3.3 Business Primary Contact HR Division Name Thomas Heier Business Title/Role HR Operations Manager Organizational Unit HR Division Telephone Number x Address t.heier@salford.ac.uk Payroll Unit (Finance Division) Name Sara Lee Business Title/Role Payroll Manager Organizational Unit Payroll Unit, Finance Division Telephone Number x Address s.a.lee@salford.ac.uk 6 of 11

7 4 Service Description 4.1 In Scope 1 By request*: setup of SAP user account (required by all HR and payroll specialists, and by departmental users). 2 By request*: amendment of user account details. 3 By request*: Removal of user account/user s access. *Requests (per items 1-3 above) will be accepted only from HR Division Service Desk/SAP Helpdesk, or from the Payroll Manager, as appropriate. 4 Case Handling: resolution of incidental SAP application problems/nonconformities (Excludes end-user support). 5 Maintenance/availability of SAP system, which includes HR, Payroll, Travel Expenses and Training Administration modules. ITS will maintain fitness-for-purpose of SAP software, servers, operating system software, SAP system databases and all underpinning IT infrastructure. Includes periodic deployment 1 of SAP Service Packs (software updates). These activities will normally require SAP system down time, which will be negotiated between the customer organizations and ITS. Includes maintenance of essential interfaces to other university systems (Agresso Financials, AccMan and ID Card Production applications). 6 Except where agreed otherwise: technical and commercial liaison with any external parties providing specialist support in relation to the University of Salford SAP system. Hours of Service in relation to the above: 4.2 Out of Scope ITS endeavour to maintain continuous system availability (except for planned 'down time'). All other aspects (requiring involvement of ITS staff): on business days. (Except for SAP Service Packs referred to in section 4.1/Item 5) HRMS/SAP system enhancements, updates or other changes. Any requests for change/enhancements should be submitted initially via ITS Service Desk. Fulfilment of any such requests is subject to assessment against feasibility, value and other criteria agreed by the university s IT governing body. Funding may need to be identified by the customer in order to meet any costs associated with fulfilment of requests. 4.3 Escalation The escalation route within the IT Services organization, for issues relating to service incidents or service requests, is as follows: 1. Service Desk Manager; 2. Business Account Manager; 3. Head of Service and Support; 4. Associate Director, Service and Operations. 1 Deployment schedule and release content (i.e., what is included in each deployment) is by agreement between HR Division, Payroll Unit and IT Services. 7 of 11

8 5 Target Service Levels 5.1 Request Fulfilment Service Characteristic Initial Response Per calendar month: % of Standard Service Requests for which an initial response has been received within target timeframe. Fulfilment Per calendar month: % of Standard Service Requests fulfilled within target timeframe. Target, Capability or Limitation 95% where: Initial response target for Priority-1 request = 4 working hours or Initial response target for Priority-2 request = 1 working day or Initial response target for Priority-3 request = 2 working days or Initial response target for Priority-4 request = 3 working days or Initial response target for Priority-5 request = 5 working days or less. 95% where: Fulfilment target for Priority-1 request = 4 working hours or Fulfilment target for Priorty-2 request = 1 working day or Fulfilment target for Priorty-3 request = 3 working days or Fulfilment target for Priority-4 request = 5 working days or Fulfilment target for Priority-5 request = 10 working days or less. 5.2 Incident Management Service Characteristic Initial Response Per calendar month: % of recorded incidents for which an initial response has been received within target timeframe. Resolution Per calendar month: % of support cases for which a resolution has been received within target timeframe. Target, Capability or Limitation 95% where: Initial response target for Severity-1 incident = 1 working hour or Initial response target for Severity-2 incident = 2 working hours or Initial response target for Severity-3 incident = 4 working hours or Initial response target for Severity-4 incident = 1 working day or Initial response target for Severity-5 incident = 2 working days or less. 95% where: Resolution target for Severity-1 incident = 4 working hours or Resolution target for Severity-2 incident = 1 working day or Resolution target for Severity-3 incident = 3 working days or Resolution target for Severity-4 incident = 5 working days or Resolution target for Severity-5 incident = 10 working days or less. 8 of 11

9 6 Customer Responsibilities All contact with SAP departmental end-users, except where direct ITS-user contact is agreed for example, in the interest of resolving system problems or clarifying user requirements. Management of requests (from end-user departments) for SAP system user access. Certain aspects of SAP end-user access setup require ITS involvement; in this regard, ITS will respond only upon request from the HR Division Service Desk/SAP Helpdesk, or from the Payroll Manager. All end-user training HR and Payroll business processes and related documentation. Acceptance testing, following any software/hardware changes to the SAP system or underpinning infrastructure components. The ITS Unit must be given reasonable advance notice of any foreseen requirement to modify components of the SAP system. Components in this context means software applications (including ABAP), database structure and operating system (including configuration and folder structure). Reasonable means sufficient time for relevant parties to discuss and address any impact or dependencies. Accuracy of all business data held in the SAP system. 9 of 11

10 Appendix 1: Third-Party Responsibilities Not applicable. 10 of 11

11 Appendix 2: Approved List of Incident and Standard Service Request Classes 001 Setup for new user access 002 Amend user access/account 003 Removal of user access/account 11 of 11