(完整版)运营级别协议(OLA)模板

1、文档所有者：版本信息版本日期修订说明修订人1.02011-5-27新建运营级别协议模板 TableofContentsAgreementOverview错误!未定义书签。TOC o 1-5 h z HYPERLINK l bookmark2 Goals&Objectives3 HYPERLINK l bookmark4 Stakeholders3 HYPERLINK l bookmark6 PeriodicReview4 HYPERLINK l bookmark8 ServiceAgreement4 HYPERLINK l bookmark10 ServiceScope4 HYPERLINK

2、l bookmark12 ServiceComponents5 HYPERLINK l bookmark14 CustomerRequirements5 HYPERLINK l bookmark16 ServiceProviderRequirements6 HYPERLINK l bookmark18 ServiceAssumptions6 HYPERLINK l bookmark20 ServiceManagement6 HYPERLINK l bookmark22 ServiceAvailability6 HYPERLINK l bookmark24 ServiceMeasurement7

3、 HYPERLINK l bookmark26 ServiceReporting7 HYPERLINK l bookmark28 ServiceMaintenance8 HYPERLINK l bookmark30 ServiceRequests8 HYPERLINK l bookmark32 ServiceExceptions9AssociatedPolicies,ProcessesandProcedures10 HYPERLINK l bookmark34 A.1ChangeManagement10 HYPERLINK l bookmark36 A.2ReleaseManagement10

4、 HYPERLINK l bookmark38 A.3IncidentManagement10 HYPERLINK l bookmark40 A.4ProblemManagement10 HYPERLINK l bookmark42 A.5ConfigurationManagement11 HYPERLINK l bookmark44 Definitions11 HYPERLINK l bookmark46 Amendments11 HYPERLINK l bookmark48 C.1Amendment1:LicenseFees11协议概述这份协议是服务提供者Ct服务台)和客户(灾备部)之间达

5、成的用于支持和维护用户(灾备部)所要求的流程督办这项服务的一份运营级别协议(OLA)。ThisAgreementrepresentsanOperationalLevelAgreement(“OLA”or“Agreement”)betweentheServiceProvidergroupandServiceConsumerfortheprovisioningofITservicesrequiredtosupportandsustainSystemName,ServiceNameand/orassociatedServiceLevelAgreement(SLA).ThisAgreementrema

6、insvaliduntilsupersededbyarevisedagreementmutuallyendorsedbythestakeholders.ChangesarerecordedintheAmendmentssectionofthisAgreementandareeffectiveuponmutualendorsementbytheprimarystakeholders.ThisAgreementoutlinestheparametersofallITservicescoveredastheyaremutuallyunderstoodbytheprimarystakeholders.

7、ThisAgreementdoesnotsupersedecurrentprocessesandproceduresunlessexplicitlystatedherein.Goals&ObjectivesThepurposeofthisOperationalLevelAgreement(“OLA”or“Agreement”)istoensurethattheproperelementsandcommitmentsareinplacetoprovideconsistentservicesupportanddeliverytotheCustomer(s)bytheServiceProvider(

8、s).ThegoalofthisAgreementistoobtainmutualagreementforserviceprovisionbetweentheServiceProvider(s)andCustomer(s).TheobjectivesofthisAgreementareto:Provideclearreferencetoserviceownership,accountability,rolesand/orresponsibilities.Presentaclear,conciseandmeasurabledescriptionofserviceprovisiontothecus

9、tomer.Matchperceptionsofexpectedserviceprovisionwithactualservicesupport&delivery.Cnclude/revisePurpose,Goaland/orObjectivesrelativetothespecificgoalsand/orservicesoftheorganization.StakeholdersThefollowingServiceProvider(s)andCustomer(s)willbeusedasthebasisoftheAgreementandrepresenttheprimarystakeh

10、oldersassociatedwiththisOLA:ITServiceProvider(s):ServiceProvider(s)(“Provider”)ITCustomer(s):Customer(s)(“Customer”)Thefollowingstakeholdersareresponsibleforthedeploymentandongoingsupportofthisagreement:(contactinformationmayincludeE-mailaddress,phonenumber,supportline,pager,etc.)StakeholderTitle/Ro

11、leContactInformationStakeholderTitle/RoleContactInformationStakeholderTitle/RoleContactInformationStakeholderTitle/RoleContactInformationStakeholderTitle/RoleContactInformationPeriodicReviewThisAgreementisvalidfromtheEffectiveDateoutlinedhereinandisvaliduntiltheDateofTermination.TheAgreementshouldbe

12、reviewedataminimumonceperfiscalyear;however,inlieuofareviewduringanyperiodspecified,thecurrentAgreementwillremainineffect.TheDesignatedReviewOwner(“DocumentOwner”)isresponsibleforfacilitatingregularreviewsofthisdocument.Contentsofthisdocumentmaybeamendedasrequired,providedmutualagreementisobtainedfr

13、omtheprimarystakeholdersandcommunicatedtoallaffectedparties.TheDocumentOwnerwillincorporateallsubsequentrevisionsandobtainmutualagreements/approvalsasrequired.DesignatedReviewOwner:DocumentOwnerReviewPeriod:ReviewPeriode.g.“Annually”or“Quarterly”PreviousReviewDate:LastorPreviousReviewDateNextReviewD

14、ate:NextReviewDateThisAgreementwillbepostedtothefollowinglocationandwillbemadeaccessibletoallstakeholders:DocumentLocation:OLADirectoryand/orLocationServiceAgreementInordertoeffectivelysupportServiceLevelAgreementsand/orotherdependentagreements,policies,processesand/orprocedures,specificserviceparam

15、etersmustbedefined.ServiceScopeThefollowingServicesarecoveredbythisAgreement;fulldescriptions,specificationsandcostsareoutlinedintheITServiceCatalog.(ReferencestotheServiceCatalogmaybepastedintothisdocumentoraddedasanAppendixtotheAgreementforclarification,ifrequired)ReferenceNo.Service2.1.1BatchProc

16、essing9.3.1DataBackup12.112.9ServiceSupportServiceComponentsAsasubsetofservicesprovided,thephysicaland/orlogicalcomponentscoveredbythisAgreementincludethefollowing:(Itemizeallapplicableinfrastructurecomponentsassociatedwithserviceprovision,includinganyhardwareand/orsoftware)ComponentNameComponentDes

17、criptionComponentLocationApplicationServerXPrimaryapplicationserverforApplicationZIP55ApplicationServerYBackupapplicationserverforApplicationZIP55File&PrintServerZFile&PrinterServerforApplicationZIP55NetworkHubANetworkHubforallApplicationZtrafficIP

18、55OperatingSystemBOperatingsystemonApplicationServersXandYResidesonApplicationServerYandYCustomerRequirementsCustomerresponsibilitiesand/orrequirementsinsupportofthisAgreementinclude:ListCustomerresponsibilities;thesecanbecategorizedbydepartment,applicationorspecifictoserviceparameters.Adherencetoan

19、yrelatedpolicies,processesandproceduresoutlinedinAppendixA:RelatedPolicies,ProcessesandProcedures.Appropriateincidentsand/orrequestprioritizationaspreviouslyoutlinedand/orincooperationwiththeServiceProvider.AdvancedschedulingofallservicerelatedrequestsandotherspecialserviceswiththeServiceProvider.Cr

20、eationandmaintenanceofallrequiredprojectdocumentation.AppropriateuseofsupporttoolsetsasoutlinedinAppendixA:RelatedPolicies,ProcessandProcedures.Paymentforallservice-relatedsetupand/orconfigurationcostspriortoserviceprovision.ReviewrelatedservicehoursloggedbyServiceProviderforaccuracy.Reviewallservic

21、erelatedreportsdistributedbytheServiceProvider.Reasonableavailabilityofcustomerrepresentative(s)whenresolvingaservicerelatedincidentorrequest.ServiceProviderRequirementsServiceProviderresponsibilitiesand/orrequirementsinsupportofthisAgreementinclude:ListServiceProviderresponsibilities;thesecanbecate

22、gorizedbydepartment,applicationorspecifictoserviceparameters.Meetingresponsetimesassociatedwithservicerelatedincidents.GeneratingquarterlyreportsonservicelevelsforCustomer(-seeServiceLevelManagement).Trainingrequiredstaffonappropriateservicesupporttools.LoggingallProviderresourcehoursassociatedwiths

23、ervicesprovidedforreviewbytheCustomer.AppropriatenotificationtoCustomerforallscheduledmaintenance(-seeServiceLevelManagement).Facilitationofallservicesupportactivitiesinvolvingincident,problem,change,releaseandconfigurationmanagement.ServiceAssumptionsAssumptionsrelatedtoin-scopeservicesand/orcompon

24、entsinclude:ServicesareprovidedtointernalITcustomersonly.Internalcustomeruserbasewillremainwithin10%ofcurrentstafflevels.FundingformajorupgradeswillbeprovidedbytheCustomerandtreatedasaprojectoutsidethescopeofthisAgreement.Changestoserviceswillbecommunicatedanddocumentedtoallstakeholders.ServiceManag

25、ementEffectivesupportofin-scopeservicesisaresultofmaintainingconsistentservicelevels.Thefollowingsectionsprovidedetailonservicemonitoring,measurement,reportingandmaintenanceofin-scopeservicesandrelatedcomponents.ServiceAvailabilityCoverageparametersspecifictotheservice(s)coveredinthisAgreementareasf

26、ollows:(Outlinespecifictimesduringwhichserviceprovisionisvalidforservicesand/orcomponents)8:00A.M.to5:00P.M.U.S.EasterntimeMondaythroughFriday,365daysperyearThissectionmaybebrokendownbyapplication,environmentorcategoriesspecifictoCustomerrequirementsorServiceProviderconstraints,e.g.:ProductionComput

27、ingEnvironmentCustomerAvailabilitySundays,2:00p.m.toSundays,2:00a.m.U.S.EasternTimeMaintenanceWindowSundays,2:00a.m.to2:00p.m.U.S.EasternTimeAutomatedServerMonitoring24x7365daysperyearDevelopmentComputingEnvironmentCustomerAvailabilityMondaytoFriday,6:00a.m.to8:00p.m.U.S.EasternTimeMaintenanceWindow

28、MondaytoFriday,8:00p.m.to6:00a.m.U.S.EasternTime;Fridays,8:00p.m.toMondays,6:00a.m.U.S.EasternTimeAutomatedServerMonitoringMondaytoFriday,6:00a.m.to8:00p.m.U.S.EasternTimeServiceMeasurementThefollowingmeasurementswillbeestablishedandmaintainedbytheServiceProvidertoensureoptimalserviceprovisiontotheC

29、ustomer:MeasurementDefinitionPerformanceTargetDailyBatchScheduleCompletedPercentageofontimecompletionofdailybatchschedulerelatedtoin-scopeservices.99.9%ontimecompletion.ClientResponseTimeClientresponsetimeforApplicationZforasampleoftransactionsexecutedinlessthan10seconds.99%ofspecifiedtransactionsin

30、30secondsorless.ApplicationXAvailabilityAvailabilityofApplicationXtoendusersduringservicecoveragetimes.Nottoexceed1hourduringanyreportingperiod.ServiceReportingTheServiceProviderwillsupplytheCustomerwiththefollowingreportsontheintervalsindicated:AllRecipientsandResponsiblepartiesshouldbeoutlinedwith

31、contactinformationintheStakeholdersectionofthisAgreement.ReportNameIntervalRecipientResponsibleAvailabilityReportQuarterlyApplicationManagerNetworkManagerBackupCompletionReportYearlyApplicationManagerDatabaseAdministratorCustomerIncidentReportQuarterlyApplicationManagerIncidentManagerServiceMaintena

32、nceAllservicesand/orrelatedcomponentsrequireregularlyscheduledmaintenance(“MaintenanceWindow”)inordertomeetestablishedservicelevels.Theseactivitieswillrendersystemsand/orapplicationsunavailablefornormaluserinteractionforthefollowinglocationsandtimeframes:Location(s):Location(s)Timeframe(s):Timeframe

33、(s)e.g.:2:00a.m.,Sundays,U.S.EasterntimeTimeSundayMondayTuesdayWednesdayThursdayFridaySaturdayBegin02:00EST0:000:0002:00EST0:000:000:00End14:00EST0:000:0002:30EST0:000:000:00AddadditionallocationsandtimeframesasrequiredServiceRequestsInsupportofservicesoutlinedinthisAgreement,theServiceProviderwillr

34、espondtoservicerelatedincidentsand/orrequestssubmittedbytheCustomerwithinthefollowingtimeframes:One(1)hour(duringbusinesshours)forissuesclassifiedasCritical.Two(2)hours(duringbusinesshours)forissuesclassifiedasHighpriority.Four(4)hours(duringbusinesshours)forissuesclassifiedasMediumpriority.Eight(8)

35、hours(duringbusinesshours)forissuesclassifiedasLowpriority.TwentyFour(24)hours(duringbusinesshours)forageneralserviceRequest.Refertotheservicesupportpolicies,processesandrelatedproceduresforadditionalinformationinAppendixA:RelatedPolicies,ProcessesandProcedures.Specificincidentand/orrequestparameter

36、s,thresholdsand/orsamplesmaybeinsertedhereforadditionalclarification.6.6.ServiceExceptionsAnydeviationsfromcurrentpolicies,processesandstandardsarenotedbythefollowingServiceExceptions:(Insertanyspecialexceptionsrelatedtocoveragetimesanddates)ExceptionParametersCoverageFederalHolidaysN/ANocoverageFis

37、calYearCloseLastbusinessdayinMayAdditionalcoverage,8:00a.m.to5:00p.m.U.S.EasterntimeEmergencyservicecoverageCriticalbusinessneedCustomermayrequestsupportbycontactingtheServiceDeskAppendixA:AssociatedPolicies,ProcessesandProceduresThisAppendixcontainsanyinstrumentalpolicies,processesorproceduresrequi

38、redtosupportthisOperationalLevelAgreement.A.1ChangeManagementDefinition:ChangemanagementreferstoanyeventthatalterstheexistingstateofaCustomersproductionITservices,includingsoftware,hardware,networksandfacilities.ToolRequirements:ITChangeManagementTool(s)ToolLink(s):ToolLink(s)Documentation:DocumentationLocation/Link(s)A.2ReleaseManagementDefinition:Releasemanagementensuresthatallthetechnicalandnon-technicalaspectsofachangeorrelatedgroupsofchangesarecoordinatedandfacilitatedinastandardmanner.ToolRequirements:ITReleaseManagementTool(s)ToolLink(s):ToolLink