1. 1. Service Level AgreementFor ..................... Agency: Division: Application: Date:
2. 2. Table of Contents Core Functions Section Problem Reporting and Management 1Order Processing 2Rates3Billing4Change Management5Security 6Business Continuation & Disaster Recovery Services 7Excluded 9Core Support Goals 9Responsibilities 10Contact List 11Resolution of Missed Service Level Measures12 Appendixes ...................................... Appendix A.....................................Appendix B...........................................Appendix C...................... Appendix D Service Level Agreement ........................... ServicesSeptember 20th, 2006 2 Service Level Agreement
3. 3. This Service Level Agreement (SLA) describes the Office of Enterprise Technology (OET) service commitments. The purpose of the agreement is to inform and ensure open communications between OET and our customers, and to demonstrate the value that our customers will receive through this service. The body of the agreement defines the performance targets and responsibilities and documents the roles and responsibilities of both parties. The agreement Appendixes describes the specific product/service commitments.At a minimum, we will review this agreement annually.Application DescriptionThe ........................................ Customer Representative: (Referred to as the customer in this agreement) By: Title: Date: Contact Name:____________________________________________________________ Telephone Number:________________________________________________________ Email Address:____________________________________________________________Office of Enterprise Technology Representative By: Title: Date: Contact Name:____________________________________________________________ Telephone Number:________________________________________________________ Email Address:____________________________________________________________ September 20th, 20063 Service Level Agreement
4. 4. Core Functions On the following pages, OET has provided general information on the Core Functions that apply to all OET products and services. Listed within this section is basic information about these functions and the Web link for additional information. This section also defines the targets and responsibilities for these organizational functions.In the appendixes to this agreement, OET has documented the specific product/service commitments that this agreement covers.1. Problem Reporting and ManagementOET maintains the Technical Assistance Center (TAC), which operates on a 24x7x365 basis.The TACs goal is to manage and resolve each problem to the customers satisfaction. The end users first point of contact for the resolution of issues will be through the customersinternal Help Desk function for initial support services; including initial analysis and problemdetermination. After determining that the problem is outside the customers domain, the HelpDesk technician at the customer site may contact the TAC. When the TAC receives a problem notification from a customer, a ticket number will beassigned after the problem determination and analysis has been performed. The customer isnotified of the ticket status and any escalation that has occurred. The TAC escalates problems according to established procedures, depending on the product,service, timing and priority level (as determined by impact). Customers may initiate escalationwhen they believe their incidents are not being handled in a timely manner. Please see www...for escalation procedures. Problem priority definitions: Priority 1 CriticalA major service or application is unavailable. Has a critical impact and is highly visible; affects significant number of users, or major agency, application or service. Out of service, no redundancy or alternate path. Notification and escalation: o TAC assessment and assignment in less than 30 minutes. o Management communication in less than 1 hour. o Customer communication in 1 hour. Priority 2 High A service or application is unavailable or degraded. Has a high impact, and is highly visible; affects multiple users or large number of users. Redundancy and alternate paths and/or bypass is available. September 20th, 2006 4 Service Level Agreement
5. 5. Notification and escalation. o TAC assessment and assignment in less than 1 hour. o Management communication in less than 2 hours. o Customer communication in 2 hours. Priority 3 Medium A resource (function) or service is down or degraded. Problem is visible to users and impacts a limited number of users. Notification and escalation: o TAC assessment and assignment in less than 1.5 hours. o Management communication in less than 3.5 hours as needed. o Customer communication in 3.5 hours as needed. Priority 4 Low A resource (function) or non-critical service is down or degrade; customer has a question or a request for information. Affects a small number of users or a single user. A deferred fix or maintenance is acceptable. Notification and escalation. o TAC assessment and assignment in less than 3 hours. o Management communication in less than 7 hours as needed. o Customer communication in 7 hours. Problem Priority is determined by the problem summary as reported by the customer. Thenature of the problem and the impacted resources will help the TAC agent to determine theinitial problem priority. If no priority is assigned, the Priority will default to a 2 or 3 as listedabove, depending on the nature of the problem. The caller can request to have the Priority set to a 1, 2, 3 or 4 based on their perceived problemurgency. They can also request to have the Priority upgraded to a higher level based on theurgency. Escalations and notifications will occur as defined above in the assigned Priority leveldefinitions.Problem Notification and Escalation The customer will be notified in a timely manner of all scheduled maintenance. Net-Changewill notify the Customer of a service outage within 30 minutes of an occurrence. Problem Ticket Escalation is based on the times defined for the priority definition. Customernotifications will be performed based on the impact of the problem. Problems are assigned to asupport area for repair based upon the description of the problem. Customers may also request escalation if deemed necessary to obtain current status and outageinformation. To escalate, the customer should follow the following sequence: Call the TAC at 651-297-1111 and ask for the problem to be escalated.September 20th, 2006 5 Service Level Agreement
6. 6. Contact Problem and Change Management Contact the Operations Manager The following chart lists the prescribed schedule used when a problem is sent to OETs internalmanagement for Notification and Escalation. OET Internal Notification Standard Business Hours are 7:00 am - 5:00 pm Monday - FridayPriority 1 Priority 2 Priority 3Priority 4 Escalation Level Contact ProblemProblemProblem ProblemImmediateImmediate OET TACNotification Notification 2 hours 4 hoursImmediate OET Problem and Change Notification 30 Minutes 4 hours 8 hours OET Operations Immediate Management Notification 1 hour 8 hours 8 hours OET TechnicalNext Business Management 30 Minutes 2 Hours8 hours Day OET AssistantNext Business Next Business Commissioner 2 Hours4 hoursDay Day 2. Telecom Service RequestsAccount and Consulting Services handle OET service requests. Consulting Services staffprovide consultation, needs assessment, analysis and design of cost-effective solutions, as wellas facilitating the implementation of telecommunication products and services. AccountServices staff provide ongoing support including ordering, billing and provisioning for alltelecommunication products and services. OET offers customers a number of ways to change services. Electronically via COSWeb, contact Account Services at 651-296-7833 to set up access Phone - by calling the Technical Assistance Center (TAC) at 651-297-1111 Personal Contact - by contacting your assigned service representative The installation or implementation timeline for complex Telecom orders, (IP-Hosted, WANfacilities, etc.) is determined by the customer service design, primary customer acceptance,implementation requirements, the discovery process and customer readiness. OET and thecustomer will work together to coordinate the service completion date. September 20th, 20066 Service Level Agreement
7. 7. 3. RatesCost recovery information is available at the OET website. 4. Billing OET will provide accurate monthly billings based on services provided. Bills are distributedelectronically, (paper copies are an option that may have costs). For some services, electronicbilling is in the planning or implementation phases, but will be available soon. For inquiries orassistance with your voice, video and data network bills, please contact OET Account Services.5. Change Management Change management is the process of receiving, reviewing, logging and tracking all changesmade to OETs data center processing environment and services. The goal of change managementis to plan and manage changes to OETs processing environment and services with minimalimpact on availability. OET has set up email notification lists for communicating and viewingchange management activities to customers. The MNET Web site, www.mnet.state.mn.usfeatures definitions of the lists, subscription instructions for customers and access to view allnotifications. Passwords are not needed. OET has established the following change windows: a. zServer: Biweekly on Mondays from 2 AM to 5 AM except when it falls within the first four days of any month, when month-end processing requires full availability. This change window affects zServer applications and network connectivity requiring the specific zServer network.b. Database: The customers and their processing requirements will determine database change windows. The goal is to minimize the impact and increase availability.c. Network: Scheduled daily Monday Friday as needed from 5 AM to 7 AM.d. Emergency Change: OET may not be able to notify the customer prior to an emergency change. OET will follow business continuation processes to quickly resolve the emergency. An emergency outage will count against availability.e. Major hardware and/or software upgrades: Any change that requires extensive downtime of the systems will occur on a prearranged Sunday, starting at 5 AM. Problem and Change will work with customers and their processing requirements to determine the best date to implement the change. The OET Problem and Change Management team will handle all exceptions to the above on acase-by-case basis. Documentation for OET change management processes will be available on our SLA website. September 20th, 2006 7 Service Level Agreement
8. 8. 6. Security OET Security Services provides information security protection for operating system softwareand applications for mainframe and hosted services housed in OET data centers and relatedsites. This is accomplished via routine and ad hoc assessment performed with a variety of toolsand methodologies on mainframe, Wintel, UNIX and Linux systems. OET manages Enterprise access control for ACF2 mainframe and Web Authentication services.OET provides creation and maintenance of security policies, standards, guidelines andprocedures for the Enterprise.7. Business Continuation and Disaster RecoveryIn compliance with the Governors Executive Order - Assigning Emergency Responsibilities toState Agencies, OET maintains a continuity of operations plan to continue or recoverinfrastructure and systems it owns. Every six months, OET conducts exercises of its plan to testthe validity of the plan. OET conducts a business impact analysis and risk assessment on itsinfrastructure and business processes with every change of administration. Any identifiedexposures during these assessments are reviewed, and OETs management puts appropriatecontrols in place to mitigate the impact of these possible occurrences. OET is responsible for the recoverability of configurations, operating systems and databases onany system it owns. The customer is responsible for the recoverability of any application ordata that run on these systems. The guidelines for the recovery of applications and services will soon be available on our SLAwebsite.8. Excluded Some components of service delivery are outside OETs control. These components couldaffect the service goals listed in this document. While OET will work to mitigate any damagecaused by these problems, OET excludes from the service measurements listed in thisagreement any problems related to: a. Failure of the customers or customer vendors equipment.b. Actions or inactions of the customer or customers vendor or contractor.c. The customers failure to follow agreed-upon procedures.d. Fires, floods, tornadoes or other unexpected events; depending upon the severity of an event, a disaster may be declared, which will initiate the Business Continuation /Disaster Recovery Plan.e. Outages and/or degraded performance of infrastructure not managed by OET. September 20th, 20068 Service Level Agreement
9. 9. 9. Core Function GoalsThe following are OETs Core Function goals. These goals have associated monthlymeasurement reports.Core Function Performance GoalService Measurement1. Problem Management Resolve customer repair 70% of tickets areissues within 24 hoursresolved within 24 hoursafter being submitted Customers are satisfiedwith the service 90% of surveyedcustomers are satisfied2. OET TAC measures and Calls answered promptly 90% of calls answered reports Resolve customer issues within 20 secondspromptly 60% customer request Provide a positiveresolved within 24 hourscustomer call experience 90% positive customerfeedback3. Account Services Call Calls answered promptly 90% of calls answered Center measures& reports Provide a positivewithin 20 secondscustomer call experience Customer satisfactionsurvey report4. Change Management All changes are 100% of changesdocumented & successful documented & no No unscheduledfailures have occurredmaintenance is to occur Less then 10% of totalchanges are emergencychanges5. Service Recovery Resources identified & plan Annual exercise documentedexists to recover withinand shared in newsletterrequired timeframe6. COSWeb Voice OrdersOrders installed by projected 90% orders installed bydue dateprojected due date7. Voice & Data Bills Timely BillingMail 100% of bills by lastbusiness day of the month8. Network Backbone MNET network is available 99.9% Network Uptime Uptime 9. Network ServiceTimely Restoration of service Repair completed within 8 Restorationhours MTTR* * MTTR is mean time to repair. The calculation methodology is shown on website at ___ TheSeptember 20th, 20069 Service Level Agreement
10. 10. MTTR response is the average of the measured time from when OET receives notification fromthe customer of a problem, to the time that OET sends notification to the customer of the repaircompletion. If a repair requires an onsite technician, the customer needs to arrange access to thesite, and the time required to coordinate and gain access is not included in the MTTR.10. OET and Customer ResponsibilitiesSemi AnnualAs neededQuarterly One TimeAnnuallyMonthly Weekly Daily CommentsOET Responsibilities General Support 1. Provide service support as described in thisagreement X 2. Provide a Web site that provides serviceinformation & reportsXX 3. Provide Change Control & Problem Changemeetings X 4. Maintain & Provide to the customer current contactinformation for notification & escalation purposesX 5. Provide business continuation managementplanning & testing of configurations, operatingsystems, databases & facilities that support OET XX 6. OET will communicate changes, update & status ofany changes within OETX X 7. Annual review of SLA agreementX Procurement 1. Inventory Control X X At least monthly 2. RFP X 3. Purchase Orders & Follow Up X X At least monthly 4. Vendor InteractionX X At least monthly 5. Manage software licenses needed for operation ofOET servicesX X 6. Manage equipment purchases as needed foroperation of OET services X X Project Management 1. Project MeetingsX 2. Project Reports & DocumentationXX Problem Resolution 1. Trouble Ticket Support X 2. TroubleshootingX 3. Corrective ActionX 4. DocumentationXX 5. TravelX September 20th, 2006 10 Service Level Agreement
11. 11. Semi AnnualAs neededQuarterly One TimeAnnuallyMonthly Weekly Daily Comments 6. Provide resources to assist customer in problemresolution XX Reporting 1. Status/Staff Meeting X 2. Status Reports X 3. Customer Usage & Performance ReportsX X At least monthly Training 1. Self TrainingX 2. Staff TrainingX 3. Customer TrainingXX Daily customer support After Hours 24x7x365 Service 1. After Hours 24x7x375 Service X 2. Customer Critical HoursX 3. Notification by pager, etc. XCustomer Responsibilities 1. Provide the specified information necessary toestablish & maintain the serviceX X 2. Provide resources to OET as required for problemresolution activities X 3. Provide troubleshooting & resolution for the LANas appropriateX 4. Provide designated primary & secondary technicalsupport staff X 5. Maintain current contact information fornotification & escalation purposesX X 6. Notify TAC of any/all service issues at the point ofservice interruption (within 4 hours) X 7. Provide business continuation managementplanning & testing of configuration for customeroperation systems, databases & facilities X X 8. Report to TAC when any service goals are missedor are not correct (ARS*) X*ARS is OETs electronic reporting system used for trouble & incident reports September 20th, 2006 11 Service Level Agreement
12. 12. 11. Contact ListOET ContactsNumberEmailTechnical Assistance Center (TAC) 651-297-1111 tac@state.mn.usService Center651-296-7833 voice.service@state.mn.usConsulting Services 651-296-4466 Oet.consulting.services@state.mn.usCustomer ContactsNumberEmail 12. Resolution of Missed Service Level Measures This service level agreement outlines OETs and our customers responsibilities and targetperformance measures related to specific OET services. The spirit of this agreement is intendedto clarify the partnership and collaboration to work together as a team to provide service andsupport that meets the needs of our customers. The Core goals listed above, and the service-specific goals in the Appendix (es), are tools to help define these targets. If the customer isaffected by OETs failure to meet the goals defined in this agreement, OET will: a. Promptly investigate the cause of the missed goal.b. Prepare and provide to our affected customers an explanation of the reason the goal was not met.c. Meet with the affected customers, to determine if or what additional resources are needed.d. At a minimum, hold quarterly meetings to discuss missed goals. September 20th, 200612 Service Level Agreement
13. 13. Appendix .....Service Level Agreement ........ServicesDescription Features & Benefits September 20th, 200613 Service Level Agreement