服务等级协议SLA模板.docx

服务等级协议SLA模板.docx

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服务等级协议SLA模板

Appendix（SS）

ServiceLevelAgreement

between

&

PreparedBy:

DocumentVersion:

Date:

1TemplateIntroduction

ThistemplateismadetohelpcompletethecycleofcontractpreparationandmanagementinthePPPprojectstobecarriedoutbythee-GovernmentofSaudiArabia.

ServiceLevelAgreements（SLA）isconsideredanimportantattachmentoraseparatedocumenttoPPPprojects.AllclausesinthecontractthatencouragesaperformanceandservicelevelmanagementschemeswillhaveareferenceinthisAgreement.

TABLEOFCONTENTS

LISTOFTABLES

2introduction

PurposeandObjectives

ThedrawingupofadetailedSLAachievesanumberofobjectives:

∙ItdefinesthetermsandbasisunderwhichtheServiceswillbedelivered.

∙ItstateshowtheServiceperformancelevelswillbemeasured.

∙ItspecifiestheServicestobedelivered.

>

Example

ThisAgreementoutlinesthetermsandconditionsunderwhichthePrivatePartnerwillprovidespecifiedServices（collectivelyreferredtoas“theServices”）totheAgencyandthePublic.TheobjectiveistoprovideabasisandframeworkforthedeliveryofhighqualityservicesthatmeettheneedsoftheAgency.

PartiestotheAgreement

Example

ThisAgreementismadebetween[specifynameofPrivatePartner],dulyorganizedunderthelawsof---underCommercialRegistrationNo.----,（hereinafterreferredtoas“thePrivatePartner”）of[specifyaddressofPrivatePartner],and[specifynameofAgency]（hereinafterreferredtoas“theAgency”of[specifyaddressofAgency].

CommencementDate

Example

ThisAgreementwillcommenceon[specifycommencementdate].

DurationoftheAgreement

Example

ThisAgreementshallcommenceontheServiceCommencementDateandendsontheearlierofthe[SpecifyExpiryDateasinthePPPContract]orterminationinaccordancewithSection9.

Definitions

3periodicreview

Example

ThisAgreementisvalidfromtheSignatureDateofthePPPContractandisvaliduntiltheExpiryDateortheEarlyTerminationDateofthePPPContractwhicheverisearlier.

ThisAgreementshouldbereviewedaminimumof[once]peryear;however,inlieuofanyreviewinanyperiod,thisAgreementshallremainineffect.

TheBusinessRelationshipManagerisresponsibleforfacilitatingregularreviewsofthisDocument.ContentofthisAgreementmaybeamendedormodifiedasrequiredprovidedmutualagreementisobtainedfromallsignatories.

ThisAgreementwillbepostedto[specifyalocation,eitherelectronicorafacility]andwillbemadeaccessibletoallStakeholders.

4servicesdescriptions

Example

Ref.No.

ServiceName

Description

Specifications

1.

CallCenter

ForhandlingallinboundcallsfromthePublicregardingtheservices

∙TheCallCentershallacceptcalls24hoursaday,7daysaweek

∙TheCallCentershallsupporttwolanguages:

ArabicandEnglish

Table1:

ServiceDescriptions

5Agencyresponsibilities

Example

AgencyResponsibilities

∙Periodicreviewsoftheservices

∙Preparingtheservicesneededandtheirgeneralspecifications

∙..

∙..

Table2:

AgencyResponsibilities

6PrivatePartnerResponsibilities

Example

PrivatePartyResponsibilities

∙DeliveringtheServicesasspecifiedinthisAgreement

∙Reportingonanyservicebreaches.

∙..

∙..

Table3:

PrivatePartnerReponsibilities

7servicemanagement

serviceavailability

ServicesDescriptions,andmaybebrokendownbyapplication,environmentorcategoriesspecifictoAgencyrequirementsorPrivatePartnerconstraints>

Example

AgoodexampleistospecifythissectioninatableformatwhereeachserviceisassignedanoperationalperiodasagreedbetweenthePartiesoreachserviceisassignedapercentage.

ServiceName

AvailabilityPeriod

MaintenanceWindow

Availability（%）

Restrictions

CallCenter

24x7

2hourseveryThursday

Table4:

ServiceAvailability

availabilityrestrictions

Example

AvailabilityrestrictionsspecifictotheServicescoveredunderthisAgreementareasfollows:

[HolidayandWeekendSchedule]

[ScheduledMaintenanceWindows]

[UnscheduledMaintenanceWindows]

[BackupWindow]

servicemaintenance

TomeettheServiceLevelexpectations,maintenanceisamustprocedure.Maintenancewillsometimesrendertheserviceunavailabletothepublic.ItisagoodpracticetoagreeontheseMaintenanceWindowsintheSLAasnottocountthemasunavailability.>

Example

Itisagoodpracticetospecifyforeachserviceatablethatsetsoutthemaintenanceperiods.Theperiodscanbespecifiedasdays,weeks,ormonths.Thisdependsactuallyontheserviceitselfandtheneedformaintenance.

Time

Saturday

Sunday

Monday

Tuesday

Wednesday

Thursday

Friday

Begin

2:

00am

End

4:

00am

Table5:

ServiceMaintenance

servicemeasurement

Example

ServiceMetric

Definition

Baseline

LowPerformance

HighPerformance

Breach

AverageWaitPeriodatservicecenters,peakhours

Thisisthetimeperiodwaitedbycitizenstogetservedatservicecentersinpeakhoursoftheday

<15min

15–25min

<12min

>30min

AverageWaitPeriodatservicecenters,non-peakhours

Thisisthetimeperiodwaitedbycitizenstogetservedatservicecentersatnon-peakhoursoftheday

<1min

0–3min

Nowaiting

>2min

Table6:

ServiceMeasurement

servicerequests

Example:

InsupportofservicesoutlinedinthisAgreement,thePrivatePartnerwillrespondtoservicerelatedincidentsand/orrequestssubmittedbytheAgencywithinthefollowingtimeframes:

∙One

（1）hour（duringbusinesshours）forissuesclassifiedasCritical.

∙Two

（2）hours（duringbusinesshours）forissuesclassifiedasHighpriority.

∙Four（4）hours（duringbusinesshours）forissuesclassifiedasMediumpriority.

∙Eight（8）hours（duringbusinesshours）forissuesclassifiedasLowpriority.

∙TwentyFour（24）hours（duringbusinesshours）forageneralserviceRequest.

servicereporting

Example

ReportName

ReportDescription

ReportInterval

Recipient

ServiceLevelAgreementMonitoringReport

ThisreportshowsthenumberofbreachesfortheCallCenterservice

monthly

CallCenterManager

Table7:

ServiceReporting

Thefollowi