Service Level Agreement

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1 Template SDSU-TPL v1.3 18/1/11 IT Services Service Level Agreement Enterprise CRM (ECRM) Versin: /11/2010

2 Cntents 1 INTRODUCTION Scpe f the Agreement Duratin f the Agreement Signatries t the Agreement Service Cntacts IT Services: Service Desk IT Services: Business Accunt Manager Business Cntact: n behalf f the business rd Party Cntact details SERVICE DESCRIPTION Activities agreed t be in-scpe f the Service Level Agreement Activities agreed t be Out-f-Scpe f the Service Level Agreement Service Cverage Service Hurs Service Eligibility Service Issue Escalatin TARGET SERVICE LEVELS Incident Management Service Request Fulfilment Service Availability CUSTOMER RESPONSIBILITIES... 9 APPENDIX f 10

3 Cpyright All rights reserved. All infrmatin Cpyright University f Salfrd Dcument Cntrl: Prject/Service Name: Original Authr: Enterprise CRM (ECRM) L Tarr Versin Reasn fr Change Authr Date 0.1 Initial Draft L Tarr 31/1/ Final Draft L Tarr 1/3/ Final Draft + 1 L Tarr 31/3/11 Distributin fr Apprval: Title Name Signature Date Assc Directr Service & Operatins M Hilditch Distributin fr Infrmatin: Department Title Name Date 3 f 10

4 1 Intrductin This service prvides access t the Agress CRM [Custmer Relatinship Management] applicatin, t staff within the University f Salfrd. The applicatin prvides a means f recrding client cntacts and maintaining a database f client related infrmatin which is available t staff t maintain infrmatin n their cntacts. ITS prvides thrugh this service a hsted slutin in terms f a hardware platfrm and basic applicatins management, including patching, upgrading the applicatin, and backing up the applicatin data. 1.1 Scpe f the Agreement The agreement cvers the actins and requirements placed n the ITS Department [Service Prvider] and the Advancement Services Department f the University f Salfrd. 1.2 Duratin f the Agreement The agreement will perate n a rlling 12 mnth perid, with reviews t be held annually, frm 4th April The Initial review date will be 4th April Signatries t the Agreement Custmer: Business Develpment Service Prvider: ITS [Infrmatin Technlgy Services] Department f the University f Salfrd Signed by: (Custmer n Behalf f the Business Develpment Services) Signed by: (Prvider Mark Hilditch, Assciate Directr IT Service and Operatins) 4 f 10

5 1.4 Service Cntacts IT Services: Service Desk Telephne Number Address Emergency Number IT Services: Business Accunt Manager Name Leslie Tarr Telephne Number Address Emergency Number Business Cntact: n behalf f the business Name Mrs Sandra MacPhersn Business Title/Rle CRM Develpment Manager Organizatinal Unit Enterprise, Business Services Unit Telephne Number Address rd Party Cntact details Name Nigel Thmas Business Title/Rle Accunt Manager Organizatinal Unit Unit 4 Telephne Number Office , Mbile Address 5 f 10

6 2 Service Descriptin 2.1 Activities agreed t be in-scpe f the Service Level Agreement The fllwing activities are cnsidered t be in scpe f the service. Ensuring the availability f the Agress CRM functinality, t the user cmmunity; Maintaining the hardware platfrm hsting the applicatin t ensure ptimum availability Maintaining the applicatin platfrm t ensure maximum availability. Maintaining the databases supprting the applicatin Perfrming backups f applicatin and applicatin data, n a regular basis t ensure applicatin and data integrity Advice and prblem investigatin/reslutin in relatin t the abve, in partnership with the applicatin vendr (Agress, Ltd); Prviding where pssible reslutin t at first cntact r thrugh escalatin t 2 nd line supprt fr incidents Escalating t 3 rd party suppliers incidents which cannt be reslved by in-huse supprt teams Prviding fulfilment f agreed service requests Applicatin sftware updates upn request (includes 'patches'); Patching the applicatin with majr and minr revisin updates as required Applying bug fixes t maintain ptimum applicatin efficiency Installatin f client-based cmpnents. Installing client based elements f the applicatin as required 2.2 Activities agreed t be Out-f-Scpe f the Service Level Agreement The fllwing activities are cnsidered t be ut f scpe f the service Detailed assistance in the day-t-day peratin f the applicatin Prviding training in the use f the applicatin. 2.3 Service Cverage Service Hurs The service aims t be available 24/7 365 days a year, with the exceptin f designated maintenance widws within the University year. Supprt fr the service is thrugh initial cntact with ITS Service Desk between 8am and 5pm Mnday t Friday Service Eligibility The service is used primarily by staff with the Business Develpment department within the university. 6 f 10

7 2.4 Service Issue Escalatin The escalatin rute fr issues relating t Incident Handling r Service Request Fulfilment is as fllws. 1. Service Desk Manager 2. Business Accunt Managers 3. Head f Service and Supprt 4. Assciate Directr Service and Operatins Custmers are asked t fllw the rute utlined abve t escalate incidents r service requests 3 Target Service Levels 3.1 Incident Management Dimensin Initial Respnse Per calendar mnth: % f recrded incidents fr which an initial respnse has been received within target timeframe. Targets Level 95% where: Initial respnse target fr Severity-1 case = 1 wrking hur r less; Initial respnse target fr Severity-2 case = 2 wrking hurs r less; Initial respnse target fr Severity-3 case = 4 wrking hurs r less; Initial respnse target fr Severity-4 case = 1 wrking day r less; Initial respnse target fr Severity-5 case = 2 wrking days r less; Reslutin Per calendar mnth: % f supprt cases fr which a reslutin has been received within target timeframe. 95% where: Reslutin target fr Severity-1 case = 4 wrking hurs r less; Reslutin target fr Severity-2 case = 1 wrking day r less; Reslutin target fr Severity-3 case = 3 wrking days r less; Reslutin target fr Severity-4 case = 5 wrking days r less; Reslutin target fr Severity-5 case = 10 wrking days r less; 7 f 10

8 3.2 Service Request Fulfilment. Initial Respnse Per calendar mnth: % f Service Requests fr which an initial respnse has been received within target timeframe. 95% where: Initial respnse target fr Pririty-1 case = 4 wrking hurs r less; Initial respnse target fr Pririty-2 case = 1 wrking day r less; Initial respnse target fr Pririty-3 case = 2 wrking days r less; Initial respnse target fr Pririty-4 case = 3 wrking days r less; Initial respnse target fr Pririty-5 case = 5 wrking days r less; Fulfilment Per calendar mnth: % f supprt cases fr which a reslutin has been received within target timeframe. 95% where: Request Fulfilment target fr Pririty-1 case = 4 wrking hurs r less; Request Fulfilment target fr Prirty-2 case = 1 wrking day r less; Request Fulfilment target fr Prirty-3 case = 3 wrking days r less; Request Fulfilment target fr Pririty-4 case = 5 wrking days r less; Request Fulfilment target fr Pririty-5 case = 10 wrking days r less; 3.3 Service Availability ITS will aim t prvide access t the service n a 24/7 basis 356 days a year at a level f 98%. The Supprt Hurs fr the service are Mnday t Friday 8am t 5pm. Incidents and service requests shuld be raised with the ITS Service Desk. 8 f 10

9 4 Custmer Respnsibilities The custmer will be respnsible fr wrking in partnership with the service prvider t enable the applicatin and use f best practice in respect t the management and peratins f the defined service. This includes: Reprting incidents, service degradatins and service disruptins t the ITS Service Desk Managing the day-t-day usage f the applicatin and applicatin training Engage at the earliest pssible with the suppliers when majr changes and imprvements t the service are requested. Participate in service reviews n a regular basis with the service prvider. 9 f 10

10 Appendix 1: Apprved list f Incident Classes and Service Request Classes Listed within LANDesk Service Desk Incidents Authenticatin Permissin Issues Capacity Related Issues Client Server Cnnectivity Issues Reprt a Generic Fault Service Request System change request System upgrade request Training request Unlisted request The lists f Incident types and Service Requests types will be reviewed peridically and added t as required. 10 f 10

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