Frame Agreement - Appendix 4 SERVICE LEVEL AGREEMENT (SLA) Version 5.0

Transcription

1 Frame Agreement - Appendix 4 SERVICE LEVEL AGREEMENT (SLA) Version 5.0

2 Table of Contents 1 Introduction Purpose Quality measurements Distribution of the SLA Duration 4 2 Definitions How to measure availability and response time What to measure How to report Historical data 5 3 Availability Definitions How to calculate 5 4 Response Time Definition How to calculate Deviation from agreed service demands 6 5 Bandwidth Management How to measure CoreHub Access What to measure CoreHub Access How to report Historical data 7 6 Delivery Definition What to measure CoreHub Access CoreHub Services Security How to calculate How to report Historical data 8 7 Problem Management Definition Required time to response How to measure How to report 9 8 Help Desk Escalation 9 9 Guarantees Availability CoreHub Access CoreHub Services Administration Certification 11 Contractual Document CONFIDENTIAL Page 2 of 11

3 1 Introduction 1.1 Purpose The purpose of this Service Level Agreement (SLA) is to specify levels of service and the ways in which service can then be measured and implemented. The matrix below summarizes service levels and services to be measured. In the table: The CoreHub Access includes all access types in appendix 2 - Product Specifications. The Outbound Internet service includes all Outbound Internet CoreHub Services described in appendix 2 - Product Specifications. The Remote Firewall service is monitored by monitoring the NT processes in the firewall agent. OilCamp will provide the Simple Network Management Protocol (SNMP) agent. CoreHub CoreHub Services Access DNS and time Directory Remote Firewall Availability yes yes yes yes Response time yes yes yes N/A Bandwidth management yes N/A N/A N/A Problem management yes yes yes yes Delivery yes yes yes yes 1.3 Quality measurements The quality measurements are supervised and reported by OilCamp. The figure below shows the areas and interfaces regarding quality measurement and responsibility in SOIL. Customer premises Customer access O ilc am p prem ises CoreHub Access CoreHub Services QoS agents (optional) Custom er responsibility QoS agents OilCamp responsibility QoS console Contractual Document CONFIDENTIAL Page 3 of 11

4 Two types of Quality of Service (QoS) systems will be installed in the SOIL system. The QoS console system will be connected to the SOIL Hub, and will collect data from the QoS agents. The QoS console system includes: WEB-based user interface for all administration and configuration tasks for all systems, including the configuration and maintenance of: Data collections Data administration Reports Data collection agents (as described for QoS agents) The QoS agents system collects data about: CoreHub Access availability and response times CoreHub Services availability and response times Collected data are regularly uploaded to the QoS console system for archiving and availability for generating reports and statistics. 1.4 Distribution of the SLA The SLA will be distributed according to the Frame Agreement, article 3.1. It is expected that each recipient destroys the previous versions of the SLA. 1.5 Duration The SLA has the same duration as the Frame Agreement. 2 Definitions 2.1 How to measure availability and response time Availability is measured by PING request from the QoS agent to the SOIL Core Hub and SYSLOGS. 2.2 What to measure The measurements are made according to the following tables: Availability and response time Ping access ports (by customer and type) Message Frequency CoreHub CoreHub Services Size Access DNS and Time 2000 bytes Every Response minute yes/no Directory Firewall Response yes/no Contractual Document CONFIDENTIAL Page 4 of 11

5 DNS and NTP request Every 15 minutes LDAP requests 5 Kbytes Every 15 minutes Response yes/no Response yes/no 2.3 How to report Frequency: Daily, weekly, monthly Elements of reports: CoreHub Access: By customer and type Outbound Internet: By customer CoreHub Services: By type The data will be available to the customer in Web format, using Web browsers. 2.4 Historical data Storing of detailed data: Daily figures: 6 months Weekly figures: 2 years Monthly figures: Duration of contract 3 Availability 3.1 Definitions CoreHub Access availability is defined as the period during which the particular service should be available (30 days a month, 24 hours a day, 365 days a year). CoreHub Services availability is defined as the period during which the particular service should be available (seven days a week, 24 hours a day, 365 days a year). 3.2 How to calculate Availability is given in percent (%). Downtime is the sum of the periods, measured by month (CoreHub Access) and week (CoreHub Services), from the moment an operational stop is registered until operation is restored. Downtime does not include planned downtime in SOIL. Planned downtime in SOIL shall not exceed two hours per week, and will be scheduled to be carried out Mondays from 00:30 to 02:30 CET. Planned downtime shall be scheduled according to each customer s shut-down periods. If downtime starts in a period of planned downtime, registration of downtime will start only when the planned downtime has expired. From then on downtime is registered continuously until a problem is solved. Contractual Document CONFIDENTIAL Page 5 of 11

6 Errors caused by applications or software versions not supported by SOIL, or circumstances which OilCamp cannot control, will not be registered as downtime. For each individual production system, availability time (AT) is calculated according to the following formula, where production time is the period during which the production systems are expected to be up. AT% = (100 x (production time downtime)) / production time Ordinary rules for rounding to the nearest tenth (.x) will be used when determining the available-time percentage. For example: 98.98% is rounded to 99.0% 99.04% is rounded to 99.0% 99.57% is rounded to 99.6% 99.54% is rounded to 99.5% 4 Response Time 4.1 Definition Response time is measured seven days a week, 24 hours a day, 365 days a year, for CoreHub Access and CoreHub Services. 4.2 How to calculate The calculations will be done according to the following formula, where Mn represents the measurement number: (M Mn) = average response time number of measurements 4.3 Deviation from agreed service demands It is expected that both parties supply necessary expertise and resources for analysis and corrective measurements. If deviation from agreed service demands occurs for three consecutive production days, the following process is initiated: 1. OilCamp informs the customer in writing that a process is being initiated for analyzing the situation. 2. Within five working days OilCamp will give a plausible explanation of the reason for the deviation. 3. OilCamp will, in cooperation with the SOIL customer(s), carry out whatever actions are necessary to restore SOIL to normal operation. Contractual Document CONFIDENTIAL Page 6 of 11

7 5 Bandwidth Management 5.1 How to measure CoreHub Access Bandwidth is measured for CoreHub Access, using the QoS console system and the QoS agents system. SNMP variables from the CoreHub Access equipment are used to generate the necessary statistics. 5.2 What to measure CoreHub Access CoreHub Access types A5 through A10, which are described in appendix 2, Product Specifications, and appendix 5, System Specifications will be measured. 5.3 How to report Elements of reports: CoreHub Access: By customer and type The data will be available to the customer in Web format on request. 5.4 Historical data Storage of detailed data: Daily figures: 6 months Weekly figures: 2 years Monthly figures: Duration of contract 6 Delivery 6.1 Definition Delivery precision is defined as the deviation between the actual delivery time and agreed delivery time of SOIL services. 6.2 What to measure CoreHub Access Delivery New access (carrier delivery time is not included) Modification and/or changes to existing access Time limit 5 working days 3 working days CoreHub Services Contractual Document CONFIDENTIAL Page 7 of 11

8 6.2.3 Security Remote firewall operation Delivery New firewall Modifications to existing firewall Time limit 20 working days 5 working days 6.3 How to calculate Delivery precision is given in percent (%) and calculated according to the following formula: Delivery Precision % = 100 x (Monthly time Delay time) / Monthly time Errors caused by applications or software versions not supported by OilCamp, by the telecommunication providers, or by circumstances which OilCamp cannot control, will not be counted as delay time. Furthermore, delivery precision does not include any planned maintenance of equipment or software, as long as the customer has been informed and has accepted the delay in writing. 6.4 How to report Each customer should report experienced deviance immediately. OilCamp reports on a monthly basis. 6.5 Historical data Twelve months continuous running. 7 Problem Management 7.1 Definition The time of reaction is the maximum time from the moment a problem is reported to the moment OilCamp begins its investigation or gives its first response. Problems are classified according to the following priorities which have been agreed as indicated by the acceptance of this contract by the customer and OilCamp. The customer decides the level of priority for each problem that is reported to OilCamp. Levels of priority are: Priority A: Blocking Blocking is defined as major problems with serious consequences for all users at the customer site. Contractual Document CONFIDENTIAL Page 8 of 11

9 Priority B: Critical Critical is defined as problems with serious consequences for a limited number of users (20%) at the customer site. Priority C: Non-Critical Non-critical is defined as production- or application-related problems which are not according to the agreed functionality, but do not have short-term consequences for the customer. 7.2 Required time to response Required time of response is defined as the first response to the customer after the problem has been reported. The following times of response have been determined: Weekdays 0800 to 1600 (CET/CEDST) Other Priority A Within 5 minutes Within 1 hour Priority B Within 30 minutes Within 2 hours Priority C Within 5 hours Within 8 hours 7.3 How to measure Time of reaction is measured by OilCamp s problem management tools. 7.4 How to report Reports and statistics are produced on a monthly basis or by request from the customer. 8 Help Desk The SOIL Help Desk is available 24 hours a day, seven days a week, 365 days a year. Delivery Description Time limit Availability Help Desk Response to inquiry Within 30 seconds In order to get statistics for Help Desk availability, the customer must order the call through Telenor or another operator for time logging. 8.1 Escalation The help-desk escalates a problem to second-level support after 5 minutes Second-level support escalates a problem to third-level support and account management after two hours. Third-level support will be followed up by second-level support and account management. The customer will receive a status report on problem solving every hour. Contractual Document CONFIDENTIAL Page 9 of 11

10 9 Guarantees 9.1 Availability CoreHub Access OilCamp guarantees an availability measured by month, exclusive of planned downtime, of 99.7%. Downtime is defined as the sum of periods of time measured per month, from the moment an operational stop is registered until the problem is corrected. Below is a matrix for penalty if the service is not delivered according to guaranteed availability: Measured availability per month (30 days per month) Availability Penalty 99.7% or higher 0.0 % 99.6% 5.0 % 99.5% 7.0 % 99.4% 9.0 % 99.3% 11.0 % 99.2% 13.0 % 99.1% 15.0 % 99.0% 17.0 % 98.9% 19.0 % 98.8% 25.0 % Availability less than 98.7% 50.0 % Compensation will be calculated based on the invoice for the latest month regarding the specific service CoreHub Services OilCamp guarantees an availability measured by week, exclusive of planned down time, of 99.0%. Down time is defined as the sum of periods of time measured per week, from the moment an operational stop is registered until the problem is corrected. Below is a matrix for penalty if the service is not delivered according to guaranteed availability: Measured availability per week (7 days per week) Availability Penalty 99.0% or above 0.0 % 98.9% 5.0 % 98.8% 7.0 % 98.7% 9.0 % 98.6% 11.0 % 98.5% 13.0 % 98.4% 15.0 % 98.3% 17.0 % Contractual Document CONFIDENTIAL Page 10 of 11

11 98.2% 19.0 % 98.1% 25.0 % Availability less than 98.0% 50.0 % Compensation will be calculated based on the invoice for the latest month divided by four, which is equal to a one-week payment, regarding the specific service. 10 Administration 10.1 Certification Customers who want to connect to SOIL must follow the supplier s minimum standards of security. The minimum standards are: Connect to SOIL through a firewall controlled by the supplier in the CoreHub Access, or connect through a security system approved by the supplier. The supplier has the right to audit the customer s security system. New customers must perform a conformance test, defined by the supplier. The conformance test will contain a set of test scripts, which are dependent on the type of CoreHub Access and CoreHub Services the customer orders. Contractual Document CONFIDENTIAL Page 11 of 11