Service Level Agreement

Transcription

1 Service Level Agreement Version 1.0, February 4, /20

2 Change History Version Date Authors Changes 1??.??.???? Creation Version 1.0, February 4, /20

3 Content 1 Introduction Subject of the Agreement Objectives of the Agreement Scope of the Agreement Used Terms Overview Release, Update, Patch, Hotfix Support Levels Support Ticket Transition Conditions Roles and Contacts on Customers side Communication to GEFASOFT Language Remote Access Operation Manual Ticket System Time Specifications Operational Time, Service Time and Standby Time System Changes Enclosed Services and Service Qualities Enclosed Services - Overview and Assignment Service Quality - Release Management (Software Maintenance) Service Quality - Event Management Service Quality - Incident Management Solving Quality and Options Ticket Priorities Service Quality - Change Management Service Quality - Request Fulfilment Management Service Qualität Variabler Service Other Conditions Commercial Conditions Changes of this Agreement Version 1.0, February 4, /20

4 4.2 Service Interrupts Liability and Warranty Appendix - Service Descriptions Overview Release Management (Software Maintenance) Overview Service Description Event Management Incident Management Overview Service Description Change Management Overview Service Description Request Fulfilment Management Overview Service Description Problem Management Variable Services Version 1.0, February 4, /20

5 1 Introduction 1.1 Subject of the Agreement Subject of this Service Level Agreement (SLA) is the provision of hereafter defined services by GEFASOFT AG, in the following referred to as GEFASOFT, for the [customer name], in the following referred to as "customer", covering the following Legato applications: System Name Plant / Location???????????????????? 1.2 Objectives of the Agreement Definition of the business relationship between GEFASOFT and the customer with regards to technical services. Achieves a specific, constant, and measureable support level for the customer. Detailed description of conditions for technical services. Detailed description of technical services provides by GEFASOFT to the customer. 1.3 Scope of the Agreement The technical services specified hereafter are related to the software product "Legato" from GEFASOFT, hereafter referred as "software product". Thus all components of this software product delivered by GEFASOFT are covered. Software components from other suppliers, like operating systems, middleware etc., are not covered, except of different specifications within this agreement hereafter. 1.4 Used Terms Overview The structure, the used terms, and the described service processes, are defined according to IT Infrastructure Library (ITIL) in version 3 (see ITIL defines a structuring of services into different subareas Release, Update, Patch, Hotfix A new release is a defined version of the software product and usually contains changes and functional extensions on a larger scale. A release may arise from further developments due to legal requirements, technical progress (e.g. new product versions of 3rd party software and destination platforms), or functional extensions as reaction to requirements from the market. A Version 1.0, February 4, /20

6 so called major release is indicated by increase of the first digit of the version number and arises from fundamental changes or extensions. An update arises from smaller function changes or in connection with adjustments to a new system environment (e.g. operating system, JDK, database, etc.) A patch or hotfix is necessary, if errors occur that cause inacceptable limitations of functions and therefore must be fixed short-term Support Levels Service operation is divided into the sections first, second, and third level support. First level support (also called user help desk) is the first contact point for incoming requests for support. The support employee is responsible for complete recording of the requests including all required additional information and also handles them mostly independently as far possible. Objective is the selection of problems and quick solving of the largest possible number of problems. Second level support supports first level support by forwarding more complex questions and problems to the respective qualified employees and specialists and then presenting the found solution. If the request is beyond the know-how of the processing employee, third level support is engaged, consisting of specialists, developers, and administrators that endeavor to achieve a solution Support Ticket By Means of support tickets every action done within this agreement, like processing of an incident or change, is documented. In general tickets will be created by the customer and executed by GEFSOFT. GEFASOFT may also create tickets for documentation of activities which are not forced by the customer Transition During the so called "Transition" an operation manual will be created in cooperation between both contracting partners. All preconditions for a smooth system operation mentioned due to this agreement will be set during transition on both sides. Version 1.0, February 4, /20

7 2 Conditions 2.1 Roles and Contacts on Customers side Name Department Role?????????? Application responsible?????????? Operations responsible?????????? Key-User?????????? Key-User?????????? Key-User 2.2 Communication to GEFASOFT Communication Type Address / Number Phone for common questions for common questions info@gefasoft.de Phone - regular support ??? Phone support hotline (Incident Management only) support Ticket system support ??? legato.support@gefasoft.de Language The entire communication to the support of GEFASOFT AG can be done in German or English language. 2.4 Remote Access A remote access via VPN to all related server systems is needed as long as this agreement is effective. The customer is responsible for an efficient remote connection to all related servers. The remote access must be available with start of this agreement and the necessary access data must be transmitted to GEFASOFT directly. The necessary configurations, e.g. firewalls, VPN accounts etc., are done by customer's IT department. 2.5 Operation Manual An operation manual have to be created and released in cooperation and this manual is the basic for entire and smooth operations. The conditions and workflows for every service mentioned in this agreement, as well as all necessary organizational ant technical interfaces are described in detail. The operation manual describes how the services will be done (in opposite to the SLA, which describes which services will be done). Version 1.0, February 4, /20

8 The operation manual will be created within the so called "Transition" by GEFASOFT supported by the customer. 2.6 Ticket System By means of the "Ticket System" support tickets (see at 1.4.4) may be created, commented and executed. Therefore it is the central platform for communications in this service project. GEFASOFTS' Ticket System is in use for this project. By start of the project GEFASOFT creates users for the customer and provides access data to the customer. or... Customers' Ticket System is in use for this project. By start of the project the customer creates users for GEFASOFT and provides access data to GEFASOFT. The access to the ticket system is described in 2.2 and in detail within the operation manual. 2.7 Time Specifications All time specifications are related to the time zone of GEFASOFT in Munich (CET / CEST + 01:00). 2.8 Operational Time, Service Time and Standby Time Time Specification Type Operational Time of system and of connected facilities Time Range Monday Friday: 08:00 17:00 Service Time Monday Friday: 06:00 22:00, Saturday 06:00 14:00 Except of the following days / Bavarian holidays: New Year Heilig 3 Könige Karfreitag Ostermontag Christi Himmelfahrt Pfingstmontag Fronleichnam Maria Himmelfahrt National Holiday Allerheiligen Heiliger Abend Weihnachtsfeiertag Weihnachtsfeiertag Business Time Monday Friday: 17:00 08:00 except of the days / Bavarian holidays mentioned above Version 1.0, February 4, /20

9 2.9 System Changes Major changes on the system(s), such as integration of new interfaces / additional functional modules or movement to new hardware platforms with changed remote access, which are carried out by the customer, have to be reported to GEFASOFT in written form. GEFASOFT may refuse the continuation of this SLA after such changes for an important reason. GEFASOFT will prepare a quotation at the start of the next 12-month-period for the additional costs, which may result from this changes, to include the modifications to the agreement. All system changes within this agreement that are carried out by GEFASOFT, will be done only in coordination with and after authorization by the application manager. Version 1.0, February 4, /20

10 3 Enclosed Services and Service Qualities 3.1 Enclosed Services - Overview and Assignment The fields of responsibility of contracting parties are displayed in the matrix below. A detailed description of roles and responsibilities can be found in the RACI matrix (operation manual). Configuration Item RM EM IM+PM CM FM VS Server hardware C C C C C Network C C C C C Operation systems of servers S S S S S Middleware Oracle DB S S S S S G Middleware web application server S S S S S G Middleware-??? G Legato database application G -- 1C/23G C/S/G C/S/G G Legato ApplicationEngine G -- 1C/23G C/S/G C/S/G G Legato web application G -- 1C/23G C/S/G C/S/G G Legato database Gateway G -- 1C/23G C/S/G C/S/G G Legato Engineering-Tools (LC2, SVG-Designer) G -- 1K/23G Service Operation Manual G G -- G G = GEFASOFT, C = Customer, S = Service provider contracted by the customer, -- = undefined responsibility 1 = 1st-Level-Support, 2 = 2nd-Level-Support, 3 = 3rd-Level-Support RM EM IM CM FM PM VS Release Management Event Management Incident Management Change Management Request Fulfilment Management Problem Management Variable Services Version 1.0, February 4, /20

11 3.2 Service Quality - Release Management (Software Maintenance) Item / Option Description Active Processing Time Business Time - see at 2.8 Response Time Within the Business Time - regular within one labor day, without guarantee. Reference Customer After successful implementation, the customer is available as reference for GEFASOFT for other prospective customers. Thereof result the following rights of GEFASOFT and obligations of the customer: Creation of a reference report by the customer based on a template of GEFASOFT. Occasional answering of telephone inquiries of prospective customers by the customer. GEFASOFT has the right to use name and logo of the customer as well as the reference report(s) for the homepage of GEFASOFT. 3.3 Service Quality - Event Management Item / Option Description Active Processing Time Business Time see at 2.8 Option "Status Report" Creating a status report for every??? month / quarter??? containing an overview for the load of essential system resources (e.g. table spaces). 3.4 Service Quality - Incident Management Solving Quality and Options Item / Option Description Active Solving quality concerning tickets with priority "low" Solving quality concerning tickets with priority "medium" Solving quality concerning tickets with priority "high" Option "Standby" for tickets with priority "high" beyond Business Time During " Business Time" (see at 2.8): 90% within 45 hours During "Business Time" (see at 2.8): 90% within 9 hours During "Business Time" (see at 2.8): 90%within 4 hours after the service department was informed about the ticket creation via phone. During "Service Time" (see at 2.8): 90%within 4 hours after the service department was informed about the ticket creation via phone. Option "Problem Management" Additional service only in combination with "Incident Management" Option "Stervice Report" Creating a service report for every??? month / quarter??? containing an overview for the processed tickets within the periode. The solution time starts with the reporting of the incident in the ticket system. For tickets with priority "High", additionally the GEFASOFT stand-by support must be called via phone. The solution time for tickets with priority "High" starts after the call has ended and can't be interrupted / suspended. The solution time for tickets with priority "Low" and "Medium" runs only during the "Service Times". Version 1.0, February 4, /20

12 GEFASOFT reserves its right to interrupt / suspend the solution time for tickets with priority "Low" and "Medium" under the following conditions: Important information is missing in the ticket which can't be procured immediately and which prevents initial processing. Settings at configuration items need to be done which can't be accessed by GEFASOFT. For further processing, GEFASOFT requires information from the customer which can't be procured immediately Ticket Priorities For prioritization of incidents wihtin the ticket system the following criteria's are valid: Prioritization Low Medium High Criteria's - all incidents that are not categorized as "medium" or "high" - general questions and user support - alle incidents concerning integration- or test systems - the incident affects more than ten users - temporary failure of a software functionality - business relevant reporting function is affected - the incident affects more than 100 users - complete failure of a software functionality - impacts on fundamental business processes, especially on production, exists 3.5 Service Quality - Change Management Item / Option Description Active Processing Time Business Time see at 2.8 Installation of Updates Installation of?? updates concerning the software product (releases or patches) incl. planning, test, execution and documentation. p.a. 3.6 Service Quality - Request Fulfilment Management Item / Option Description Active Processing Time Business Time see at Service Qualität Variabler Service Item / Option Description aktiv Processing Time Business Time see at 2.8 Consulting for questions concerning parameterization and configuration Creating and changing of BIRT reports Creating and changing of SVG views Creating and changing of jobs running at ApplicationEngine Changing of basic parameterization and configuration via LC2 Version 1.0, February 4, /20

13 Item / Option Description aktiv Changing in existing gateway projects / configurations Implementation of automatized changes to the parameterization (e.g. general renaming of elements by SQL) Creating and maintain of parameterization manuals and operation manuals Support of the operation responsible at installation of releases, updates, and patches Support of the operation responsible at creation of backups and recovery Version 1.0, February 4, /20

14 4 Other Conditions 4.1 Commercial Conditions All commercial conditions like costs, payment conditions and contract duration are agreed by means of offers / orders related to this agreement. 4.1 Changes of this Agreement Evers change of this agreement must be done in written form and have to be agreed from both contract partners. 4.2 Service Interrupts Service interrupts may occur due to break downs and failures within technical infrastructure. E.g.: Communication connections and remote access between GEFASOFT and customer Infrastructure for access on customers' side Server und PCs on GEFASOFTs' side If such interrupts and failures leads to reduced services or a breakdown of services, GEFASOFT will inform the customer immediately about the service interrupt. In parallel GEFASOFT will work with all available resources on repairing the infrastructure. 4.3 Liability and Warranty GEFASOFT is not liable for problems and faults which cannot be solved within this agreement or problems and faults which occurs due to regular and carefully done work within this agreement. Liability for indirect damages, direct damages, consequential damages, and third party damages is limited to Version 1.0, February 4, /20

15 5 Appendix - Service Descriptions 5.1 Overview Hereafter the following services are described in detail, whether they are included in this agreement or not: RM, Release Management EM, Event Management IM, Incident Management CM, Change Management FM, Request Fulfilment Management PM, Problem Management VS, Variable Services 5.2 Release Management (Software Maintenance) Overview The Release Management (also called "Software Maintenance") is the basic service that have to be delivered by GEFASOFT. It is required for all other services. The following activities are included: Release Management with information about new software releases Update Service with provision of new releases, updates, patches, and hotfixes Customer Support how to use the software within the product description by the GEFASOFT support-team Service Description Informations regarding new releases and patches concerning the software product via to the application responsible person. Update service including provision of new releases, updates, patches, and hotfixes concerning the software products. The software is always provided as "standard software". Project- or customer-specific adjustments possibly must be done manually in the new version. These manual adjustments are not covered by this agreement. The installation of new releases and updates as well as patches or hotfixes on the customer system is not covered by this agreement. User support for regular operations and configurations, covered by the standardized documentation of the software product, by the support team of GEFASOFT. Right to communicate with the support team during the service times mentioned below. Version 1.0, February 4, /20

16 5.3 Event Management The service "Event Management" covers monitoring and controlling of configuration items (hard- and software), in common PCs and software processes, by means of automatically generated and transmitted events (events may also be generated manually by the customer via ticket system). This service is also named as "Process Management" in common. The transmitted events will be filtered, classified and categorized by GEFASOFT, and, if needed, suitable activities are initiated. This activities will be created in one of the following services: Incident Management Request Fulfilment Management Change Management 5.4 Incident Management Overview An "Incident" is defined as an urgently or immediately expected lost of system performance. The goal of incident management is to reduce or stop the impact of incidents. This goal may be achieved due to problem solving immediately or by means of a work around. In parallel problems may be handled over to the "Problem Management" and later on lead to a "Change" of the software product. According to ITIL the service covers several processes described below Service Description Incident Management Support GEFASOFT allocates a sufficient number of competend, qualified employees as well as the required IT infrastructure (ticketing system, tools, and IT general) Incident Recording Incidents will be recorded by means of a ticket system by which receipt, confirmation, classification, and processing of support requests are executed. All incidents have to be entered into the ticket system. For incidents with priority "high", the support hotline must additionally be informed by telephone Incident Categorizaton and Prioritization The categorization and prioritzation of incidents will be done wihtin the ticket system base on defined criterias (see at "Service Qualities") Incident Handling by First-Level-Support The first recording and categorization, so called as first level support, will be done by customers' employees (key user or operations responsible). So it is ensured, that only persons who are qualified and authorized, communicate with GEFASOFT on defined channels. Version 1.0, February 4, /20

17 Incident Handling by Second Level Support Qualified employees of GEFASOFT take over incident tickets from first level support (customer) by means of the ticket system. They analyze the problem by means of the transmitted error description and try to localize, identify and solve the problem. After analyzing tickets may be handled over to the "Third Level Support" or other service teams (e.g. network service, database service, etc.) or even may be closed, if they are not covered by this agreement Incident Handling by Third Level Support Ticket processing within the "Third Level Support" is performed by GEFASOFTs support team and employees from development department (problem analyses by means of source codes) and / or consulting department (specific analyses of project related problems). Based on these analyses problems may be handled over to "Problem Management" if necessary Incident Monitoring The support employees are monitoring the processing state of actual incidents by means of the ticket system and also due to regular monitoring of the inbox of support account Incident Escalation Incident tickets will be escalated due to new findings, e.g. by changing the prioritization, if necessary Incident Completion Incident will be closed in the ticket system with statement of comments and error notes. All available information regarding the incident will be saved for the purposes of traceability and documentation Incident Evaluation The experiences out of incident management shall be used for incident processing in the future. In weekly meetings of the GEFASOFT support team experiences will be evaluated and new records to the known error database (KEDB) may be assigned if useful Proactive User Information Proactive user information aim on the one hand at a reduction of user requests, on the other hand they serve as preparation for (possible) downtimes due to support. If the GEFASOFT support team has any associated information, they will forward them promptly to the operation responsible in written form. 5.5 Change Management Overview System "Changes" or interventions concerning the systems' hardware or software. E.g. the following activities are classified as "Changes": Updates and Patches concerning the operation systems Updates, Patches or Bug-Fixes concerning the software product Version 1.0, February 4, /20

18 Changes of system functions and related changes in system the configuration of the software product (Database, Web Application, Gateway, ApplicationEngine) Emergency Changes Changes to the hardware or to interfaces to other systems According to ITIL the service covers several processes described below Service Description Change Management Support GEFASOFT allocates a sufficient number of competend, qualified employees as well as the required IT infrastructure (ticketing system, tools, and IT general) Change Recording Change Requests are transmitted in written form via or directly via ticket system by the customer. GEFASOFT acknowledges the request by (creating and) changing the state of the ticket ("in Process") Change Evaluation The change request is evaluated by GEFASOFT AG regarding its realizability, effort and time frame. The result of this evaluation is an offer or a denial, if realization is impossible, provided to the customer. Due to an order provided by the customer the next steps will be started. If the offer is denied the change request and the concerning ticket will be closed Change Planning, Test, Release, and Implementation After receiving of customers order planning, test release and implementation takes place, according to the offer / order Change Monitoring The support employees monitor the state of processing of the change and note this state by means of the ticket system Change Completion and Evaluation After implementation the related change ticket will be closed with some additional notes concerning the change process. All available information regarding the change will be saved for the purposes of traceability and documentation Emergency Change The change process described above is not applicable in case of emergencies, e.g. if quick installation of a hotfix is necessary. In this case it has to be distinguished whether the (potential or existing) case of emergency was first detected by GEFASOFT (a) or the customer (b): (a) If the necessary hotfix or patch is available, GEFASOFT AG will inform the customer immediately. Detailed information about the problem are provided and it is described, in what Version 1.0, February 4, /20

19 way the patch or hotfix has to be installed. The installation will be done by the customer or the customer will send an order for installation to GEFASO FT via or ticket system. (b) The customer enters the emergency change request with high prioritization ("high") into the ticket system. Due to the high prioritization, GEFASOFT AG will react quickly and, in consideration of the necessary diligence (to avoid further problems) analog to the processing of regular changes, design a proposal for solution. 5.6 Request Fulfilment Management Overview The Service "Request fulfilment Management" covers minor and quick changes or interventions concerning the systems' software configuration. E.g. the following activities are classified as "Request Fulfilment": Password changes Creation of users and changing user rights Extension or change of existing configuration within existing templates According to ITIL the service covers several processes described below Service Description Request Fulfilment Support GEFASOFT allocates a sufficient number of competend, qualified employees as well as the required IT infrastructure (ticketing system, tools, and IT general) Request Recording and Categorization Requests are transmitted in written form via or directly via ticket system by the customer. GEFASOFT acknowledges the request by (creating and) changing the state of the ticket ("in Process"). Generally request tickets will be handled with priority "low" or "medium" Request Implementation The support employees executes the request promptly, unless the request has further (possibly incalculable) consequences in the employee's opinion Request Completion and Evaluation After execution the related request ticket will be closed with some additional notes. All available information regarding the request will be saved for the purposes of traceability and documentation. Version 1.0, February 4, /20

20 5.7 Problem Management Goal of the "Problem Management" service is to reduce or avoid known problems in a sustainable way. The service is combined with the service "Incident Management" and covers the following activities: Identification of the reasons of problems out rom incidents Identification of the reasons of problems due to regular support work Creation of notes regarding potential optimizations and creation of proposals for solution Handover of problem descriptions and proposals for solution to the development Prove of solution (new release or patch) concerning function and sustainable problem solving 5.8 Variable Services These general services are not covered by the ITIL compliant services mentioned above, but may be necessary for smooth system operations. All activities will be done after request due to the customer. The enclosed activities for the recent project are described in chapter 3.7. Version 1.0, February 4, /20