服务等级协议SLA模板.docx

1、服务等级协议SLA模板Appendix (SS)Service Level Agreementbetween & Prepared By: Document Version: Date: 1Template Introduction This template is made to help complete the cycle of contract preparation and management in the PPP projects to be carried out by the e-Government of Saudi Arabia.Service Level Agreeme

2、nts (SLA) is considered an important attachment or a separate document to PPP projects. All clauses in the contract that encourages a performance and service level management schemes will have a reference in this Agreement.TABLE OF CONTENTSLIST OF TABLES2introductionPurpose and ObjectivesExample Thi

3、s Agreement outlines the terms and conditions under which the Private Partner will provide specified Services (collectively referred to as “the Services”) to the Agency and the Public. The objective is to provide a basis and framework for the delivery of high quality services that meet the needs of

4、the Agency.Parties to the AgreementExampleThis Agreement is made between specify name of Private Partner, duly organized under the laws of - under Commercial Registration No. -, (hereinafter referred to as “the Private Partner”) of specify address of Private Partner, and specify name of Agency (here

5、inafter referred to as “the Agency” of specify address of Agency.Commencement DateExample This Agreement will commence on specify commencement date.Duration of the AgreementExampleThis Agreement shall commence on the Service Commencement Date and ends on the earlier of the Specify Expiry Date as in

6、the PPP Contract or termination in accordance with Section 9.Definitions3periodic reviewExampleThis Agreement is valid from the Signature Date of the PPP Contract and is valid until the Expiry Date or the Early Termination Date of the PPP Contract whichever is earlier.This Agreement should be review

7、ed a minimum of once per year; however, in lieu of any review in any period, this Agreement shall remain in effect. The Business Relationship Manager is responsible for facilitating regular reviews of this Document. Content of this Agreement maybe amended or modified as required provided mutual agre

8、ement is obtained from all signatories.This Agreement will be posted to specify a location, either electronic or a facility and will be made accessible to all Stakeholders.4services descriptionsExampleRef. No.Service NameDescriptionSpecifications1.Call CenterFor handling all inbound calls from the P

9、ublic regarding the servicesThe Call Center shall accept calls 24 hours a day, 7 days a weekThe Call Center shall support two languages: Arabic and EnglishTable 1: Service Descriptions5Agency responsibilitiesExampleAgency ResponsibilitiesPeriodic reviews of the servicesPreparing the services needed

10、and their general specifications.Table 2: Agency Responsibilities6Private Partner ResponsibilitiesExamplePrivate Party ResponsibilitiesDelivering the Services as specified in this AgreementReporting on any service breaches.Table 3: Private Partner Reponsibilities7service managementservice availabili

11、tyExampleA good example is to specify this section in a table format where each service is assigned an operational period as agreed between the Parties or each service is assigned a percentage.Service NameAvailability PeriodMaintenance WindowAvailability (%)RestrictionsCall Center24x72 hours every T

12、hursdayTable 4: Service Availabilityavailability restrictionsExampleAvailability restrictions specific to the Services covered under this Agreement are as follows:Holiday and Weekend ScheduleScheduled Maintenance WindowsUnscheduled Maintenance WindowsBack up Windowservice maintenanceExampleIt is a g

13、ood practice to specify for each service a table that sets out the maintenance periods. The periods can be specified as days, weeks, or months. This depends actually on the service itself and the need for maintenance. TimeSaturdaySundayMondayTuesdayWednesdayThursday FridayBegin2:00 am End4:00 amTabl

14、e 5: Service Maintenanceservice measurementExample Service MetricDefinitionBaselineLow PerformanceHigh PerformanceBreachAverage Wait Period at service centers, peak hoursThis is the time period waited by citizens to get served at service centers in peak hours of the day 15 min15 25 min 30 minAverage

15、 Wait Period at service centers, non-peak hoursThis is the time period waited by citizens to get served at service centers at non-peak hours of the day 2 minTable 6: Service Measurementservice requestsExample: In support of services outlined in this Agreement, the Private Partner will respond to ser

16、vice related incidents and/or requests submitted by the Agency within the following time frames: One (1) hour (during business hours) for issues classified as Critical.Two (2) hours (during business hours) for issues classified as High priority.Four (4) hours (during business hours) for issues class

17、ified as Medium priority.Eight (8) hours (during business hours) for issues classified as Low priority.Twenty Four (24) hours (during business hours) for a general service Request.service reportingExample Report NameReport DescriptionReport IntervalRecipient Service Level Agreement Monitoring ReportThis report shows the number of breaches for the Call Center servicemonthlyCall Center ManagerTable 7: Service ReportingThe followi