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    Stores Service-Level Agreement: Purpose of The Agreement

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    Do Dothings
    The document outlines a service level agreement between an IT department and 4phones stores. It details the services covered, such as network access, help desk support, and backup training. It excludes formal IT training and POS system support. The agreement covers systems like servers, operating systems, and databases. It establishes service level targets for network availability, response times, and incident resolution. It defines the responsibilities of the IT department and stores and specifies processes for problem reporting, escalation, and dispute resolution. The agreement is effective for one year and can be amended as needed.

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    Stores Service-Level Agreement: Purpose of The Agreement

    Uploaded by

    Do Dothings
    63 views3 pages
    The document outlines a service level agreement between an IT department and 4phones stores. It details the services covered, such as network access, help desk support, and backup training. It excludes formal IT training and POS system support. The agreement covers systems like servers, operating systems, and databases. It establishes service level targets for network availability, response times, and incident resolution. It defines the responsibilities of the IT department and stores and specifies processes for problem reporting, escalation, and dispute resolution. The agreement is effective for one year and can be amended as needed.

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    The document outlines a service level agreement between an IT department and 4phones stores. It details the services covered, such as network access, help desk support, and backup training. It excludes formal IT training and POS system support. The agreement covers systems like servers, operating systems, and databases. It establishes service level targets for network availability, response times, and incident resolution. It defines the responsibilities of the IT department and stores and specifies processes for problem reporting, escalation, and dispute resolution. The agreement is effective for one year and can be amended as needed.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    63 views3 pages

    Stores Service-Level Agreement: Purpose of The Agreement

    Uploaded by

    Do Dothings
    The document outlines a service level agreement between an IT department and 4phones stores. It details the services covered, such as network access, help desk support, and backup training. It excludes formal IT training and POS system support. The agreement covers systems like servers, operating systems, and databases. It establishes service level targets for network availability, response times, and incident resolution. It defines the responsibilities of the IT department and stores and specifies processes for problem reporting, escalation, and dispute resolution. The agreement is effective for one year and can be amended as needed.

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    Stores Service-level Agreement

    Purpose of the Agreement

    The purpose of the Service Level Agreement (SLA) is to detail the service
    arrangements between the parties covered by the Agreement.

    Parties covered by the Agreement

    The parties covered by the Agreement are:

     Service Provider
     IT Department
     Client Department
     4phones Stores

    Scope of services covered by the Agreement

    The scope of the Agreement covers the following services provided by the IT
    Department:

     Network access
     Implementation support for both hardware and software
     Functional and technical support for hardware and software
     Disaster recovery support
     User documentation
     Help desk support
     Store server backup training
     Non-technical support for the POS system
     Financial support
     Loan of equipment (laptops, scanners, printers)
     Customer support outside of store business hours except in the event
    of disasters

    Services excluded from the Agreement


    The Agreement does not cover:
     Formal IT training
     Technical and implementation support for POS System.

    Systems supported by the Agreement


    The following systems are supported by the Agreement:
     Network
     4phones store servers
     Operating system
     Standard software (Office 2000, Outlook 98, Internet Explorer 5, Access,
    Netmeeting,
     Anti-virus software)
     Customer database
     Accounting system
     POS system
     Intranet / Internet
     PC printers.

    Service levels

    Network access from 8am – 8pm 98% availability.


    System response times:
     standard software applications 0.8 seconds
     customer database 5 seconds
     accounting system 8 seconds
     operating systems 2 seconds

    Technical and ‘how to’ support through the Help Desk from 8.30am – 6.30pm for:
     standard software applications
     customer database
     accounting system
     operating systems

    ‘How to’ support for the POS System but a maintenance agreement will be in
    place with the supplier for technical support.

    Implementation support for all hardware and software except for the POS system.

    Respond to incidents within the following times:


     Critical incidents will be responded to immediately
     High importance incidents will be responded to within 2 hours
     Medium importance incidents will be responded to within 5 business days
     Non-critical incidents will be responded to when time allows.

    The criticality of a service request will be determined according to help desk


    procedures.

    Inform 4phones stores of system downtime according to the System Downtime


    Procedure.

    Provide monthly service level reports including the following statistics:


     Number of calls
     Call breakdown by percentage for training-type calls, hardware, software,
    communication, service requests, abandone
     Percentage of first-level call resolutionAverage call answer time
     Percentage of calls reopened within two weeks
     Percentage of calls meeting agreed-upon response times for each priority
     Percentage of calls meeting agreed-upon resolution times for each priority
     Results of callbacks to customers to check work quality – show number of
    callbacks as percentage of total calls
     Show percentage of callbacks with positive response

    All agreements with 4phones Stores must take into account unexpected problems
    beyond the control of The IT Department.

    Responsibilities of the parties covered by the Agreement

    The IT Department

    1. The IT Department will provide the resources required to meet the service
    levels specified in the Agreement.
    2. The IT Department will ensure that maintenance agreements are in place
    with suppliers and ASP’s for the services covered by the Agreement.
    3. The IT Department agrees to inform IT staff of the terms of the
    Agreement.
    4phones Stores

    The store managers will be responsible for providing access to 4phones stores IT
    facilities.

    1. 4phones stores staff will be responsible for reporting problems as they


    occur following the problem resolution procedures outlined in Section 8 of
    the Agreement.
    2. 4phones stores staff will assist the IT Department staff to resolve
    problems when required.
    3. 4phones Stores agrees to inform 4Phones Stores staff of the terms of the
    Agreement.

    Incident resolution paths

    1. 4phones stores staff will report service requests according to help desk
    procedures.
    2. The help desk will determine the priority rating of the service request and
    respond to the request within the standard response times.
    3. Service requests will be escalated according to help desk procedures.

    Dispute resolution

    1. Any disputes raised by parties covered by the Agreement will be forwarded


    to the Manager of the IT Department and the store manager.
    2. The Manager of the IT Department and the store manager will resolve the
    dispute to the satisfaction of all parties covered by the Agreement.

    Adopting and amending the Agreement


    The Agreement will be adopted after sign-off by the IT Department Manager and
    the General Manager.

    Amendments to the Agreement may be initiated by any staff member working


    within the business units covered by the Agreement. Amendments will be
    negotiated between 4phones stores and the IT Department and adopted as
    outlined in point 1.

    This document is effective from January 10th 2006 and is to cover a period of one
    year, or when changes in user needs or processing requirements warrant
    modifications.

    Date:

    Manager, IT Department

    Date:

    Manager Legal Resources

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