(完整版)运营级别协议(OLA)模板

运营级别协议（OLA）服务提供者:客户：生效日期：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审批信息审批人职级审批日期#TableofContents1.2.3.4.AgreementOverviewGoals&1.2.3.4.AgreementOverviewGoals&Objectives...Stakeholders PeriodicReview 3 3 4TOC\o"1-5"\h\z\o"CurrentDocument"5.ServiceAgreement 4\o"CurrentDocument"ServiceScope 4\o"CurrentDocument"ServiceComponents 5\o"CurrentDocument"CustomerRequirements 5\o"CurrentDocument"ServiceProviderRequirements 6\o"CurrentDocument"ServiceAssumptions 6\o"CurrentDocument"6.ServiceManagemen.t 6\o"CurrentDocument"ServiceAvailability 6\o"CurrentDocument"ServiceMeasuremen.t 7\o"CurrentDocument"ServiceReporting 7\o"CurrentDocument"ServiceMaintenance 8\o"CurrentDocument"ServiceRequests 8\o"CurrentDocument"ServiceExceptions 9\o"CurrentDocument"AppendixA:AssociatedPolicies,ProcessesandProcedures 10\o"CurrentDocument"A.1ChangeManagement 10\o"CurrentDocument"A.2ReleaseManagement 10\o"CurrentDocument"A.3IncidentManagement 10\o"CurrentDocument"A.4ProblemManagement 10\o"CurrentDocument"A.5ConfigurationManagement 11\o"CurrentDocument"AppendixB:Definitions 11\o"CurrentDocument"AppendixC:Amendments 11\o"CurrentDocument"C.1Amendment1:LicenseFees 11协议概述这份协议是服务提供者(IT服务台)和客户(灾备部)之间达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”)betweenthe[ServiceProvider]groupand[ServiceConsumer]fortheprovisioningofITservicesrequiredtosupportandsustain[SystemName,ServiceNameand/orassociatedServiceLevelAgreement(SLA)].ThisAgreementremainsvaliduntilsupersededbyarevisedagreementmutuallyendorsedbythestakeholders.ChangesarerecordedintheAmendmentssectionofthisAgreementandareeffectiveuponmutualendorsementbytheprimarystakeholders.ThisAgreementoutlinestheparametersofallITservicescoveredastheyaremutuallyunderstoodbytheprimarystakeholders.ThisAgreementdoesnotsupersedecurrentprocessesandproceduresunlessexplicitlystatedherein.Goals&ObjectivesThepurposeofthisOperationalLevelAgreement( “OLA”or“Agreement”)istoensurettheproperelementsandcommitmentsareinplacetoprovideconsistentservicesupportanddeliverytotheCustomer(s)bytheServiceProvider(s).ThegoalofthisAgreementistoobtainmutualagreementforserviceprovisionbetweentheServiceProvider(s)andCustomer(s).TheobjectivesofthisAgreementareto:?Provideclearreferencetoserviceownership,accountability,rolesand/orresponsibilities.?Presentaclear,conciseandmeasurabledescriptionofserviceprovisiontothecustomer.?Matchperceptionsofexpectedserviceprovisionwithactualservicesupport&delivery.Include/revisePurpose,Goaland/orObjectivesrelativetothespecificgoalsand/orservicesoftheorganization.StakeholdersThefollowingServiceProvider(s)andCustomer(s)willbeusedasthebasisoftheAgreementandrepresenttheprimarystakeholdersassociatedwiththisOLA:ITServiceProvider(s):[ServiceProvider(s)](“Provider”)ITCustomer(s):[Customer(s)](“Customer”)Thefollowingstakeholdersareresponsibleforthedeploymentandongoingsupportofthisagreement:(contactinformationmayincludeE-mailaddress,phonenumber,supportline,pager,etc.)StakeholderTitle/RoleContactInformation[Stakeholder][Title/Role][ContactInformation][Stakeholder][Title/Role][ContactInformation][Stakeholder][Title/Role][ContactInformation][Stakeholder][Title/Role][ContactInformation]PeriodicReviewThisAgreementisvalidfromtheEffectiveDateoutlinedhereinandisvaliduntiltheDateofTermination.TheAgreementshouldbereviewedataminimumonceperfiscalyear;however,inlieuofareviewduringanyperiodspecified,thecurrentAgreementwillremainineffect.TheDesignatedReviewOwner(“DocumentOwner”)isresponsibleforfacilitatingregularreviewsofthisdocument.Contentsofthisdocumentmaybeamendedasrequired,providedmutualagreementisobtainedfromtheprimarystakeholdersandcommunicatedtoallaffectedparties.TheDocumentOwnerwillincorporateallsubsequentrevisionsandobtainmutualagreements/approvalsasrequired.DesignatedReviewOwner:[DocumentOwner]ReviewPeriod:[ReviewPeriod]e.g. “Annually”or“QuarterlyPreviousReviewDate:[LastorPreviousReviewDate]NextReviewDate:[NextReviewDate]ThisAgreementwillbepostedtothefollowinglocationandwillbemadeaccessibletoallstakeholders:DocumentLocation:[OLADirectoryand/orLocation]ServiceAgreementInordertoeffectivelysupportServiceLevelAgreementsand/orotherdependentagreements,policies,processesand/orprocedures,specificserviceparametersmustbedefined.ServiceScopeThefollowingServicesarecoveredbythisAgreement;fulldescriptions,specificationsandcostsareoutlinedintheITServiceCatalog(ReferencestothdServiceCatalogmaybepastedintothisdocumentoraddedasanAppendixtotheAgreementforclarification,ifrequired)RefereneeNo.Service2.1.1BatchProcessing9.3.1DataBackup12.1-12.9ServiceSupportServiceComponentsAsasubsetofservicesprovided,thephysicaland/orlogicalcomponentscoveredbythisAgreementincludethefollowing:(Itemizeallapplicableinfrastructurecomponentsassociatedwithserviceprovision,includinganyhardwareand/orsoftware)ComponentNameComponentDescriptionComponentLocationApplicationServerXPrimaryapplicationserverforApplicationZIP255.255.255.255ApplicationServerYBackupapplicationserverforApplicationZIP255.255.255.255File&PrintServerZFile&PrinterServerforApplicationZIP255.255.255.255NetworkHubANetworkHubforallApplicationZtrafficIP255.255.255.255OperatingSystemBOperatingsystemonApplicationServersXandYResidesonApplicationServerYandY53CustomerRequirementsCustomerresponsibilitiesand/orrequirementsinsupportofthisAgreementinclude:ListCustomerresponsibilities;thesecanbecategorizedbydepartment,applicationorspecifictoserviceparameters.Adhereneetoanyrelatedpolicies,processesandproceduresoutlinedAppendixA:RelatedPolicies,ProcessesandProceduresAppropriateincidentsand/orrequestprioritizationaspreviouslyoutlinedand/orincooperationwiththeServiceProvider.AdvaneedschedulingofallservicerelatedrequestsandotherspecialserviceswiththeServiceProvider.Creationandmaintenanceofallrequiredprojectdocumentation.AppropriateuseofsupporttoolsetsasoutlinedinAppendixA:RelatedPolicies,ProcessandProceduresPaymentforallservice-relatedsetupand/orconfigurationcostspriortoserviceprovision.?ReviewrelatedservicehoursloggedbyServiceProviderforaccuracy.?ReviewallservicerelatedreportsdistributedbytheServiceProvider.?Reasonableavailabilityofcustomerrepresentative(s)whenresolvingaservicerelatedincidentorrequest.ServiceProviderRequirementsServiceProviderresponsibilitiesand/orrequirementsinsupportofthisAgreementinclude:ListServiceProviderresponsibilities;thesecanbecategorizedbydepartment,applicationorspecifictoserviceparameters.?Meetingresponsetimesassociatedwithservicerelatedincidents.?GeneratingquarterlyreportsonservicelevelsforCustomer(-seSeerviceLevelManagement).?Trainingrequiredstaffonappropriateservicesupporttools.?LoggingallProviderresourcehoursassociatedwithservicesprovidedforreviewbytheCustomer.?AppropriatenotificationtoCustomerforallscheduledmaintenance(-seeServiceLevelManagement).?Facilitationofallservicesupportactivitiesinvolvingincident,problem,change,releaseandconfigurationmanagement.ServiceAssumptionsAssumptionsrelatedtoin-scopeservicesand/orcomponentsinclude:?ServicesareprovidedtointernalITcustomersonly.?Internalcustomeruserbasewillremainwithin10%ofcurrentstafflevels.?FundingformajorupgradeswillbeprovidedbytheCustomerandtreatedasaprojectoutsidethescopeofthisAgreement.?Changestoserviceswillbecommunicatedanddocumentedtoallstakeholders.ServiceManagementEffectivesupportofin-scopeservicesisaresultofmaintainingconsistentservicelevels.Thefollowingsectionsprovidedetailonservicemonitoring,measurement,reportingandmaintenanceofin-scopeservicesandrelatedcomponents.6.1.ServiceAvailabilityCoverageparametersspecifictotheservice(s)coveredinthisAgreementareasfollows:(Outlinespecifictimesduringwhichserviceprovisionisvalidforservicesand/orcomponents)?8:00A.M.to5:00P.M.U.S.Easterntime

?MondaythroughFriday,365daysperyearThissectionmaybebrokendownbyapplication,environmentorcategoriesspecifictoCustomerrequirementsorServiceProviderconstraints,e.g.:ProductionComputingEnvironmentCustomerAvailabilitySundays,2:00p.m.toSundays,2:00a.m.U.S.EasternTimeMaintenanceWindowSundays,2:00a.m.Timeto2:00p.m.U.S.EasternAutomatedServerMonitoring24x7365daysperyearDevelopmentComputingEnvironmentCustomerAvailabilityMondaytoFriday,6:00a.m.to8:00p.m.U.S.EasternTimeMaintenanceWindowMondaytoFriday,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.EasternTimeServiceMeasurementThefollowingmeasurementswillbeestablishedandmaintainedbytheServiceProvidertoensureoptimalserviceprovisiontotheCustomer:MeasurementDefinitionPerformaneeTargetDailyBatchScheduleCompletedPercentageofontimecompletionofdailybatchschedulerelatedtoin-scopeservices.99.9%ontimecompletion.ClientResponseTimeClientresponsetimeforApplicationZforasampleoftransactionsexecutedinlessthan10seconds.99%ofspecifiedtransactionsin30secondsorless.ApplicationXAvailabilityAvailabilityofApplicationXtoendusersduringservicecoveragetimes.Nottoexceed1hourduringanyreportingperiod.ServiceReportingTheServiceProviderwillsupplytheCustomerwiththefollowingreportsontheintervalsindicated:AllRecipientsandResponsiblepartiesshouldbeoutlinedwithcontactinformationintheStakeholdersectionofthisAgreement.ReportNameIntervalRecipientResponsibleAvailabilityReportQuarterlyApplicationManagerNetworkManagerBackupCompletionReportYearlyApplicationManagerDatabaseAdministratorCustomerIncidentReportQuarterlyApplicationManagerIncidentManager64ServiceMaintenanceAllservicesand/orrelatedcomponentsrequireregularlyscheduledmaintenance(“MaintenancW/indow”)inordertomeetestablishedservicelevels.Theseactivitieswillrendersystemsand/orapplicationsunavailablefornormaluserinteractionforthefollowinglocationsandtimeframes:Location(s):[Location(s)]Timeframe(s):[Timeframe(s)]e.g.:2:00a.m.,Sundays,U.S.EasterntimeTimeSundayMondayTuesdayWednesdayThursdayFridaySaturdayBegin02:00EST0:000:0002:00EST0:000:000:00Endr14:00EST0:000:0002:30EST0:000:000:00AddadditionallocationsandtimeframesasrequiredServiceRequestsInsupportofservicesoutlinedinthisAgreement,theServiceProviderwillrespondtoservicerelatedincidentsand/orrequestssubmittedbytheCustomerwithinthefollowingtimeframes:?One(1)hour(duringbusinesshours)forissuesclassifiedaCritical.?Two(2)hours(duringbusinesshours)forissuesclassifiedaHighpriority.?Four(4)hours(duringbusinesshours)forissuesclassifiedaMediumpriority.?Eight(8)hours(duringbusinesshours)forissuesclassifiedaLowpriority.?TwentyFour(24)hours(duringbusinesshours)forageneralservicRequest.Refertotheservicesupportpolicies,processesandrelatedproceduresforadditionalinformationinAppendixA:RelatedPolicies,ProcessesandProceduresSpecificincidentand/orrequestparameters,thresholdsand/orsamplesmaybeinsertedhereforadditionalclarification.6.6.ServiceExceptionsAnydeviationsfromcurrentpolicies,processesandstandardsarenotedbythefollowingServiceExceptions:(Insertanyspecialexceptionsrelatedtocoveragetimesanddates)ExceptionParametersCoverageFederalHolidaysN/ANocoverageFiscalYearCloseLastbusinessdayinMayAdditionalcoverage,8:00a.m.to5:00p.m.U.S.EasterntimeEmergencyservicecoverageCriticalbusinessneedCustomermayrequestsupportbycontactingtheServiceDeskAppendixA:AssociatedPolicies,ProcessesandProceduresThisAppendixcontainsanyinstrumentalpolicies,processesorproceduresrequiredtosupportthisOperationalLevelAgreement.A.1ChangeManagementDefinition:ChangemanagementreferstoanyeventthatalterstheexistingstateofaCustomer'sproductionITservices,includingsoftware,hardware,networksandfacilities.ToolRequirements:[ITChangeManagementTool(s)]ToolLink(s):[ToolLink(s)]Documentation:[DocumentationLocation/Link(s)]A.2ReleaseManagementDefinition:Releasemanagementensuresthatallthetechnicalandnon-technicalaspectsofachangeorrelatedgroupsofchangesarecoordinatedandfacilitatedinastandardmanner.ToolRequirements:[ITReleaseManagementTool(s)]ToolLink(s):[Tool