完整版运营级别协议OLA模板.docx
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完整版运营级别协议OLA模板
运营级别协议（OLA）
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客户：
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1.0
2011-5-27
新建运营级别协议模板
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TableofContents
1.
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.
2.Goals&Objectives
ThepurposeofthisOperationalLevelAgreement（“OLA”or“Agreement”）istoensurethattheproperelementsandcommitmentsareinplacetoprovideconsistentservicesupportanddeliverytotheCustomer（s）bytheServiceProvider（s）.
ThegoalofthisAgreementistoobtainmutualagreementforserviceprovisionbetweentheServiceProvider（s）andCustomer（s）.
TheobjectivesofthisAgreementareto:
∙Provideclearreferencetoserviceownership,accountability,rolesand/orresponsibilities.
∙Presentaclear,conciseandmeasurabledescriptionofserviceprovisiontothecustomer.
∙Matchperceptionsofexpectedserviceprovisionwithactualservicesupport&delivery.
Include/revisePurpose,Goaland/orObjectivesrelativetothespecificgoalsand/orservicesoftheorganization.
3.Stakeholders
ThefollowingServiceProvider（s）andCustomer（s）willbeusedasthebasisoftheAgreementandrepresenttheprimarystakeholdersassociatedwiththisOLA:
ITServiceProvider（s）:
[ServiceProvider（s）]（“Provider”）
ITCustomer（s）:
[Customer（s）]（“Customer”）
Thefollowingstakeholdersareresponsibleforthedeploymentandongoingsupportofthisagreement:
（contactinformationmayincludeE-mailaddress,phonenumber,supportline,pager,etc.）
Stakeholder
Title/Role
ContactInformation
[Stakeholder]
[Title/Role]
[ContactInformation]
[Stakeholder]
[Title/Role]
[ContactInformation]
[Stakeholder]
[Title/Role]
[ContactInformation]
[Stakeholder]
[Title/Role]
[ContactInformation]
4.PeriodicReview
ThisAgreementisvalidfromtheEffectiveDateoutlinedhereinandisvaliduntiltheDateofTermination.TheAgreementshouldbereviewedataminimumonceperfiscalyear;however,inlieuofareviewduringanyperiodspecified,thecurrentAgreementwillremainineffect.
TheDesignatedReviewOwner（“DocumentOwner”）isresponsibleforfacilitatingregularreviewsofthisdocument.Contentsofthisdocumentmaybeamendedasrequired,providedmutualagreementisobtainedfromtheprimarystakeholdersandcommunicatedtoallaffectedparties.TheDocumentOwnerwillincorporateallsubsequentrevisionsandobtainmutualagreements/approvalsasrequired.
DesignatedReviewOwner:
[DocumentOwner]
ReviewPeriod:
[ReviewPeriod]e.g.“Annually”or“Quarterly”
PreviousReviewDate:
[LastorPreviousReviewDate]
NextReviewDate:
[NextReviewDate]
ThisAgreementwillbepostedtothefollowinglocationandwillbemadeaccessibletoallstakeholders:
DocumentLocation:
[OLADirectoryand/orLocation]
5.ServiceAgreement
InordertoeffectivelysupportServiceLevelAgreementsand/orotherdependentagreements,policies,processesand/orprocedures,specificserviceparametersmustbedefined.
5.1.ServiceScope
ThefollowingServicesarecoveredbythisAgreement;fulldescriptions,specificationsandcostsareoutlinedintheITServiceCatalog.（ReferencestotheServiceCatalogmaybepastedintothisdocumentoraddedasanAppendixtotheAgreementforclarification,ifrequired）
ReferenceNo.
Service
2.1.1
BatchProcessing
9.3.1
DataBackup
12.1–12.9
ServiceSupport
5.2.ServiceComponents
Asasubsetofservicesprovided,thephysicaland/orlogicalcomponentscoveredbythisAgreementincludethefollowing:
（Itemizeallapplicableinfrastructurecomponentsassociatedwithserviceprovision,includinganyhardwareand/orsoftware）
ComponentName
ComponentDescription
ComponentLocation
ApplicationServerX
PrimaryapplicationserverforApplicationZ
IP255.255.255.255
ApplicationServerY
BackupapplicationserverforApplicationZ
IP255.255.255.255
File&PrintServerZ
File&PrinterServerforApplicationZ
IP255.255.255.255
NetworkHubA
NetworkHubforallApplicationZtraffic
IP255.255.255.255
OperatingSystemB
OperatingsystemonApplicationServersXandY
ResidesonApplicationServerYandY
5.3.CustomerRequirements
Customerresponsibilitiesand/orrequirementsinsupportofthisAgreementinclude:
ListCustomerresponsibilities;thesecanbecategorizedbydepartment,applicationorspecifictoserviceparameters.
∙Adherencetoanyrelatedpolicies,processesandproceduresoutlinedinAppendixA:
RelatedPolicies,ProcessesandProcedures.
∙Appropriateincidentsand/orrequestprioritizationaspreviouslyoutlinedand/orincooperationwiththeServiceProvider.
∙AdvancedschedulingofallservicerelatedrequestsandotherspecialserviceswiththeServiceProvider.
∙Creationandmaintenanceofallrequiredprojectdocumentation.
∙AppropriateuseofsupporttoolsetsasoutlinedinAppendixA:
RelatedPolicies,ProcessandProcedures.
∙Paymentforallservice-relatedsetupand/orconfigurationcostspriortoserviceprovision.
∙ReviewrelatedservicehoursloggedbyServiceProviderforaccuracy.
∙ReviewallservicerelatedreportsdistributedbytheServiceProvider.
∙Reasonableavailabilityofcustomerrepresentative（s）whenresolvingaservicerelatedincidentorrequest.
5.4.ServiceProviderRequirements
ServiceProviderresponsibilitiesand/orrequirementsinsupportofthisAgreementinclude:
ListServiceProviderresponsibilities;thesecanbecategorizedbydepartment,applicationorspecifictoserviceparameters.
∙Meetingresponsetimesassociatedwithservicerelatedincidents.
∙GeneratingquarterlyreportsonservicelevelsforCustomer（-seeServiceLevelManagement）.
∙Trainingrequiredstaffonappropriateservicesupporttools.
∙LoggingallProviderresourcehoursassociatedwithservicesprovidedforreviewbytheCustomer.
∙AppropriatenotificationtoCustomerforallscheduledmaintenance（-seeServiceLevelManagement）.
∙Facilitationofallservicesupportactivitiesinvolvingincident,problem,change,releaseandconfigurationmanagement.
5.5.ServiceAssumptions
Assumptionsrelatedtoin-scopeservicesand/orcomponentsinclude:
∙ServicesareprovidedtointernalITcustomersonly.
∙Internalcustomeruserbasewillremainwithin10%ofcurrentstafflevels.
∙FundingformajorupgradeswillbeprovidedbytheCustomerandtreatedasaprojectoutsidethescopeofthisAgreement.
∙Changestoserviceswillbecommunicatedanddocumentedtoallstakeholders.
6.ServiceManagement
Effectivesupportofin-scopeservicesisaresultofmaintainingconsistentservicelevels.Thefollowingsectionsprovidedetailonservicemonitoring,measurement,reportingandmaintenanceofin-scopeservicesandrelatedcomponents.
6.1.ServiceAvailability
Coverageparametersspecifictotheservice（s）coveredinthisAgreementareasfollows:
（Outlinespecifictimesduringwhichserviceprovisionisvalidforservicesand/orcomponents）
∙8:
00A.M.to5:
00P.M.U.S.Easterntime
∙MondaythroughFriday,365daysperyear
Thissectionmaybebrokendownbyapplication,environmentorcategoriesspecifictoCustomerrequirementsorServiceProviderconstraints,e.g.:
ProductionComputingEnvironment
CustomerAvailability
Sundays,2:
00p.m.toSundays,2:
00a.m.U.S.EasternTime
MaintenanceWindow
Sundays,2:
00a.m.to2:
00p.m.U.S.EasternTime
AutomatedServerMonitoring
24x7365daysperyear
DevelopmentComputingEnvironment
CustomerAvailability
MondaytoFriday,6:
00a.m.to8:
00p.m.U.S.EasternTime
MaintenanceWindow
MondaytoFriday,8:
00p.m.to6:
00a.m.U.S.EasternTime;Fridays,8:
00p.m.toMondays,6:
00a.m.U.S.EasternTime
AutomatedServerMonitoring
MondaytoFriday,6:
00a.m.to8:
00p.m.U.S.EasternTime
6.2.ServiceMeasurement
ThefollowingmeasurementswillbeestablishedandmaintainedbytheServiceProvidertoensureoptimalserviceprovisiontotheCustomer:
Measurement
Definition
PerformanceTarget
DailyBatchScheduleCompleted
Percentageofontimecompletionofdailybatchschedulerelatedtoin-scopeservices.
99.9%ontimecompletion.
ClientResponseTime
ClientresponsetimeforApplicationZforasampleoftransactionsexecutedinlessthan10seconds.
99%ofspecifiedtransactionsin30secondsorless.
ApplicationXAvailability
AvailabilityofApplicationXtoendusersduringservicecoveragetimes.
Nottoexceed1hourduringanyreportingperiod.
6.3.ServiceReporting
TheServiceProviderwillsupplytheCustomerwiththefollowingreportsontheintervalsindicated:
AllRecipientsandResponsiblepartiesshouldbeoutlinedwithcontactinformationintheStakeholdersectionofthisAgreement.
ReportName
Interval
Recipient
Responsible
AvailabilityReport
Quarterly
ApplicationManager
NetworkManager
BackupCompletionReport
Yearly
ApplicationManager
DatabaseAdministrator
CustomerIncidentReport
Quarterly
Application
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