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Service Level Agreement
Rev. 1.0, 12/7/2003
SERVICE LEVEL AGREEMENT (SLA)
between
<Organization Name>
and
<NAME O VEN!OR>
"or
<T#$E O SERVICE>
<!A#> <MONT%> <#EAR>
Page 1 of 12
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Service Level Agreement
Rev. 1.0, 12/7/2003
TA&LE O CONTENTS
$'R$OSE(((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( )
SCO$E O AGREEMENT((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( )
Services and Requests Covered Under This Agreement............................................................................. 3
C%ANGES TO SERVICE LEVEL AGREEMENT (SLA)(((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( *
Termination of Agreement............................................................................................................................ 6
Non-Appropriation........................................................................................................................................ 6
Amendment to Agreement........................................................................................................................... 6
New Appications or !evices........................................................................................................................ "
$ROCESSES AN! $ROCE!'RES RELATE! TO T%IS AGREEMENT(((((((((((((((((((((((((((((((((((((((((((((((((((((((+
Ca #anagement $rocess........................................................................................................................... "
S%A &unding Agreement.............................................................................................................................. "
Addenda....................................................................................................................................................... "
METRICS((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( +
#etrics Reporting......................................................................................................................................... "
GENERAL TERMS AN! CON!ITIONS(((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( ,
Term of Agreement...................................................................................................................................... '
(rgani)ations............................................................................................................................................... '
Approvas..................................................................................................................................................... '
*e+ Contacts................................................................................................................................................ '
!ependence on (ther (rgani)ations........................................................................................................... '
A$$EN!I- A . !EINITIONS((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( /
Support Request........................................................................................................................................... ,
-or. (rder................................................................................................................................................... ,
%eves of Support ........................................................................................................................................ ,
A$$EN!I- & . ROLES AN! RES$ONSI&ILITIES(((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( 01
The /endor................................................................................................................................................. 01
The (rgani)ation........................................................................................................................................ 01
$rogram #anager.................................................................................................................................. 01
2nfrastructure Support #anager ............................................................................................................ 00
*e+ (perator.......................................................................................................................................... 03
Page 2 of 12
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Service Level Agreement
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$2r3o4e
The purpose of this Support Service %eve Agreement 4S%A5 is to formai)e an
arrangement 6etween 7(rgani)ation Name8 4hereinafter9 the Organization5 and 7NA#:
(& /:N!(R8 4hereinafter9 the Vendor5 to deiver equipment and support services9 at
specific eves of support9 and at an agreed-upon cost.
This S%A is intended to provide detais of the provision of equipment and support services
6+ 7NA#: (& /:N!(R8.
This S%A wi evove over time9 with additiona .nowedge of the cient requirements9 as
we as the introduction of new devices and services into the support portfoio provided 6+
7NA#: (& /:N!(R8.
S5o3e o" Agreement
The foowing equipment and services are provided in response to the proposa su6mitted
6+ the /endor to the (rgani)ation in accordance with a Request for $roposas for the
7NA#: (& $R(;:CT8.
Ser6i5e4 and Re72e4t4 Co6ered 'nder T8i4 Agreement
The foowing services are provided 6+ the /endor to the (rgani)ation<
0. NA#: AN! !:SCR2$T2(N (& $R2#AR= S:R/2C:. >Example: eplo!ment and
"aintenan#e of igital $opier%: This is a-incusive of equipment9 maintenance9 parts9
trave9 toner9 and a consuma6e suppies e?cept paper and stapes. The devices are
priced at the average month+ cop+ing@printing voumes per device.A
3. !:SCR2$T2(N (& #A2NT:NANC: $R(BRA#. >Example: "an&fa#t&rer Preventative
"aintenan#e:A $reventative maintenance sha 6e performed as the frequenc+
prescri6ed 6+ the manufacture per cop+ing@printing voumes or greater frequenc+ as
needed.A
3. STAT:#:NT (& /:N!(R R:S$(NS: T2#:. >Example: '&aranteed (ervi#e
Re%pon%e )ime: The guaranteed in-person response time foowing an+ service ca
sha 6e four 4C5 6usiness hours or ess9 norma 6usiness hours 4' a.m. - D<31 p.m.9
#onda+ - &rida+5. The response time 6egins when the request is ogged with the
/endorEs pro6em-tic.eting s+stem and is stopped when the technician ogs the arriva
at the equipment site and meets with the *e+ (perator.A
C. STAT:#:NT (& S:R/2C: A/A2%AF2%2T=. >Example: evi#e *ptime +evel%: The
guaranteed in-person response time foowing an+ service ca is four 4C5 6usiness
hours or ess. 2f the /endor is una6e to respond
0
to an+ service ca within four 4C5
hours from the time the ca was paced the /endor sha provide copies9 on that
0
2f the ca can 6e satisfactori+ resoved via teephone support9 it sha 6e deemed an accepta6e vendor response.
Page 3 of 12
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device9 at no charge for the foowing month9 and a penaties reated to repacement
and further meter cost reductions app+ to an+ device that fas 6eow ,DG uptime for
an+ twent+ 4315 wor.ing da+ period.
The minimum accepta6e eve of &ptime for an+ device sha 6e ,DG as determined 6+
the foowing formua<
*ptime , -)otal )ime
2
. +o%t )ime
3
//)otal )ime x 1000
2f uptime for a device fas within the ,C-,1G range during an+ twent+ 4315 wor.ing da+
period9 the meterage charge to the (rgani)ation sha 6e reduced or credited 6+ 0DG on
that device.
2f uptime for a device fas within the ',-'1G range for an+ twent+ 4315 wor.ing da+
period9 the meterage charge to the (rgani)ation sha 6e reduced or credited 6+ 31G.
2f uptime for a device fas with the range of ",G or ower for an+ twent+ 4315 wor.ing da+
period9 no month+ pa+ment or fu credit wi 6e e?tended for meterage wi resut up to
the specified month+ figure for the equipment for a one-month period.
2f a device e?periences ess than ,DG uptime during three 435 consecutive twent+ 4315
wor.ing da+ periods9 the /endor wi repace the device with an equivaent device for the
remaining term of the contract at no additiona cost to the (rgani)ation.
2f a technician cannot satisfactori+ repair a machine faut within two 435 6usiness da+s9
the /endor sha provide or oan mutifunctiona printer equa to the e?isting mode. The
/endor sha ensure that the oaned device connects to the networ. and prints with
e?isting drivers and controers. This oaned device sha 6e provided at no additiona cost
to the (rgani)ation9 incuding no additiona meter costs and no additiona deiver+ costs9
unti the e?isting device is fu+ operationa and functioning in the intended manner.
2n the event a device has had more than three 435 service cas for the same faut in an+
quarter period9 a Service Supervisor@#anager sha evauate the performance of the
device and fu+ correct a pro6ems with the device. 2f that device then requires a further
service ca for the same faut within the ne?t ,1 da+s9 the /endor wi remove the device
and oan the department a simiar or equivaent mode unti the pro6em device is repaired
and tested at the /endorEs service faciit+. A penaties and meter cost reductions app+ to
an+ device that fas 6eow ,DG uptime for an+ twent+ 4315 wor.ing da+ period.A
3
Tota9 Time H Avaia6e time for '<11 a.m. I D<31 p.m. for 31 da+s 4,.D hours ? 31 da+s H 0,15
3
Lo4t Time H %ost time in hours. The tota eapsed time9 within an nine and one-haf 4,.D5 hour per da+9 6etween the
imits of '<11 a.m. I D<31 p.m.9 #onda+ I &rida+9 e?cuding pu6ic hoida+s that the equipment is una6e to produce
copies or other primar+ functions in accordance with the specification for reasons attri6uta6e to equipment faiure or
withdrawa of equipment for remedia maintenance repair or testing. %ost Time sha commence upon notification 6+ the
Customer to the /endorEs specified service dispatch of a faut condition which prevents fu utii)ation of the equipment
and sha end when the equipment is powered up and read+ to e?ecute CustomerEs wor.9 and the faut ca has 6een
ogged as compete 6+ the servicing technician.
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0. STAT: -J( 2S R:S$(NS2F%: &(R :KU2$#:NT #(/:S. >Example: E2&ipment
"ove%: A equipment moves@reocations sha 6e at no charge. This incudes off-site
storage if required9 remova9 re-insta9 testing9 and training.A
3. STAT:#:NT R:BAR!2NB A&T:R J(URS SU$$(RT. >Example: 3fter45o&r%
(&pport: A requests for support for non-6usiness hours sha 6e deemed to 6e After-
Jours Support. After-Jours Support wi 6e provided free-of-charge if the /endor is
notified 3C hours in advance of the request for After-Jours Support.A
3. -J( R:C:2/:S @ $R(/2!:S TRA2N2NB. >Example: )raining: (n-site training sha
6e provided with each piece of equipment. *e+ (perators and seected users sha 6e
trained for each device and a retraining sha 6e provided as needed. Training sha
incude device functionait+ and usage9 specia features9 and service ca generation.
Additiona functionait+ added ater wi 6e incuded with the upgrade9 incuding 6ut not
imited to networ.ing9 and scanning.A
C. STAT:#:NT R:BAR!2NB ACC:SS(R= SU$$(RT. >Example: 6et7or8 (&pport<
/endor support staff sha 6e avaia6e after mar.et support of networ.ing devices and
assisting the (rgani)ationEs staff. This incudes conducting site surve+s and proposing
devices or depo+ment strategies.A
D. &%::T #ANAB:#:NT. >Example: 9leet "anagement: A device deetions9 additions9
and modifications sha 6e at the same cost rates. !eetions ma+ not e?ceed 3G of the
instaed 6ase per +ear. Additions and modifications wi 6e at a cost rate
commensurate with the month+ cop+ing@printing voumes.A
6. #ANAB:#:NT (& CJANB:S. >Example: $:ange "anagement< New or changed
processes9 practices9 or poicies that affect the (rgani)ation support team and that
have an impact on the feet sha 6e presented to the (rgani)ation to understand9
earn9 and foow. A changes sha 6e coordinated with the (rgani)ation.A
". SUFSTANC: AN! &R:KU:NC= (& /:N!(R R:$(RTS T( (RBAN2LAT2(N.
>Example: (tat&% Reporting< Reporting sha 6e presented quarter+ to encompass a
service activit+ and meter readings per user account per device 6+ function. Reporting
content sha 6e responsive to the (rgani)ationEs requirements.A
'. J(- T( !:A% -2TJ CR:!2TS. >Example: $redit% for *n&%a;le $opie%<. Credit for
unusa6e copies sha 6e credited 6ac. to the (rgani)ation at the rate of M11.116 per
cop+@print. Unusa6e copies are the resut of a mafunctioning device that requires a
service ca and not user error.A
,. J(- T( !:A% -2TJ U$BRA!:S. >Example: *pgrade% to 3ppli#ation (oft7are and
3%%o#iated evi#e%< (ccurs when an upgrade to an e?isting device is reeasedN
incudes operating s+stem upgrades9 device upgrades9 software upgrades9 and
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manufacturer-required upgrades. 4#anufacturer requires the /endor to upgrade in
order to maintain /endor support.5 The upgrade sha 6e coordinated with the
preventative maintenance service cas or schedue with the (rgani)ation to reduce
downtime.A
01. R:$%AC:#:NT $(%2C=. >Example: "a#:ine Repla#ement< 2f a device cannot 6e
repaired on-site9 a repacement of equa capa6iit+ ma+ 6e introduced to essen
downtime. 2f the device is un-repaira6e9 a repacement of i.e or greater capa6iit+ wi
6e provided for the remaining term of the agreement. 2f a device wi 6e down for more
than 3'.D hours 43 6usiness da+s59 the device sha have a temporar+ pacement.A
C8ange4 to Ser6i5e Le6e9 Agreement (SLA)
Termination o" Agreement
The (rgani)ation ma+ terminate this agreement without penat+ if the /endor repeated+
vioates the terms of this agreement. 2n such an event the (rgani)ation sha give the
/endor 7==8 da+s written notice of intent to terminate9 deivered to the /endor.
Non:A33ro3riation
&unds for this service are pa+a6e from (rgani)ation appropriations. -hie the
(rgani)ation intend to ma.e ever+ effort for continued funding for the period of this
contract9 in the event no funds 4or insufficient funds5 are appropriated and 6udgeted in
an+ fisca +ear for pa+ments due under this contract9 then the (rgani)ation sha
immediate+ notif+ the /endor of such occurrence9 and this sha create no further
o6igation of the (rgani)ation as to such current or succeeding fisca +ear and sha 6e
nu and void9 e?cept as to the portions of pa+ments herein agreed-upon for funds which
sha have 6een appropriated and 6udgeted. 2n such event9 this service sha terminate
without penat+ or e?pense to the (rgani)ation of an+ .ind whatsoever on the ast da+ of
the +ear for which appropriations were received.
Amendment to Agreement
An+ amendment to the Terms and Conditions of this agreement woud require the
approva of the /endor and the 7reevant (rgani)ation e?ecutive8. The amendment of the
agreement woud ta.e pace through an addendum to this agreement and the recording of
that addendum in an 3ppendix of this agreement.
There wi 6e an opportunit+ on a 7T2#: FAS:. >Example: 2&arterl!A8 6asis to ma.e
adOustments to this S%A. The /endor and the (rgani)ation shoud wor. together to ma.e
changes at that time.
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New A339i5ation4 or !e6i5e4
New appications and versions impemented during the term of this agreement wi move
into the /endorEs support mode through the /endorEs process. The /endor wi 6e
responsi6e for initiating and ensuring competion of the appropriate process. These
appications wi 6e incorporated into the inventor+ of appications supported in 3ppendix
3 of the (tatement of ?or8. Changes to the inventor+ of appications supported wi 6e
reviewed on a reguar 6asis9 and if need 6e9 changes to the S%A wi foow the process
descri6ed in the 3mendment to 3greement section a6ove.
$rocesses and $rocedures Reated to This Agreement
Ca99 Management $ro5e44
The /endorEs pro6em-tic.et s+stem wi 6e used 6+ a support team eves 4where
approva and technica access has 6een granted5 to record and trac. a pro6em reports9
inquiries9 or other t+pes of cas received 6+ support. This provides the /endor with the
a6iit+ to provide metrics with regard to this S%A.
SLA 2nding Agreement
Fiing for services provided under this agreement wi 6e accompished through direct
6iing to the /endor under the terms and conditions of the appropriate $urchase (rder
raised for these services. A overage costs sha 6e itemi)ed on an invoice per device
with reporting of the associated user accounts.
Addenda
7%2ST A!!:N!A J:R:9 (R 2& N(N: US: TJ: &(%%(-2NB T:PT<8 There are
current+ no addenda to this agreement. An+ future addenda wi 6e referenced in the
(tatement of ?or8 through an 3ddend&m +og in 3ppendix 3 of the (tatement of ?or8.
4Note< an Appendi? must 6e written for each addendum5
#etrics
Metri54 Re3orting
Reguar reporting wi 6e provided 7STAT: &R:KU:NC=. Example: mont:l!8 6+ the
/endor to the (rgani)ation on avaia6e metrics as reated to target performance. These
reports are e?pected to 6e produced 6+ the /endorEs pro6em-tic.et s+stem9 which wi
detai tic.et management performance against S%A targets in the /endorEs case
management process.
Page 7 of 12
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Genera9 Term4 and Condition4
Term o" Agreement
This agreement is in effect upon the date of acceptance of this agreement and ends on
the atest date specified in an+ terms of the (tatement-%/ of ?or8 su6mitted 6+ the /endor
and agreed to 6+ the (rgani)ation.
Organization4
This agreement is 6etween the (rgani)ation and the /endor9 as named on the cover of
this agreement.
A33ro6a94
2n order to ma.e this agreement operationa9 approvas as per 3ppendix @ of the
(tatement of ?or8 must 6e in pace. 4Note< S(- Appendices are created for each new
contract5
;e< Conta5t4
*e+ contacts are shown in 3ppendix @ of the (tatement of ?or8. 4Note< S(-
Appendices are created for each new contract5
!e3enden5e on Ot8er Organization4
The (rgani)ation is dependent on other interna groups within the /endor of services
4i.e.9 7%2ST S:R/2C:S9 etc.59 and e?terna suppiers 4i.e.9 7%2ST SU$$%2:R C(#$AN=
NA#:S89 etc.5 in providing 7T=$: (&. Example: %&pport8 services to the /endor. The
/endor wi manage the interface to those suppiers as it reates to the provision of
services under this agreement.
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A33endi= A . !e"inition4
S233ort Re72e4t
&or the purposes of this agreement9 a (&pport Re2&e%t is genera+ defined as a request
for support to fi? a defect in e?isting device or a request for support that invoves
functionait+ of the stated device.
>or? Order
&or the purposes of this agreement9 a ?or8 Order is genera+ defined as an+ request to
ma.e modifications to the functionait+ of an e?isting s+stem or an+ request to add
functionait+ to an e?isting s+stem. Such requests are on+ covered under this agreement
if under five 4D5 da+s of effort.
Le6e94 o" S233ort
7 TJ: &(%%(-2NB 2S $R(/2!:! AS AN :PA#$%:. #(!2&= AS N::!:! 8
(n+ two eves of support are provided under this agreement. These eves9 which are
integrated into the /endorEs support process9 are defined as foows< (tandard $overage
and 3fter45o&r% $overage. Foth eves are incusive within the contract with no further
cost.
This is support provided 6+ the appropriate /endor hep des. when it receives the
Support Request from the (rgani)ation. This represents generaist support. 2f this eve of
support cannot resove the pro6em9 the Support Request is passed to the /endorEs %eve-
3 supports9 which is then passed to the support speciaists.
Support Requests are ta.en 6+ the Jep !es. as foows<
%e93 !e4?4 %o2r4 $8one Conta5t
Standard Coverage '<11 a.m. I D<31 p.m.9 :ST9 #onda+ I &rida+
4After hours9 eave a voice message for a return
ca the foowing 6usiness da+.5
TF!
After-Jours Coverage D<31 p.m. I '<11 a.m.9 :ST9 seven da+s a wee. TF!
!uring critica processing periods9 support is e?tended to after-hours for agreed-upon
periods of support is requested 6+ the (rgani)ation contacting the /endor. The
(rgani)ation sha notif+ the vendor 3C hours in advance 6+ phone or e-mai.
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A33endi= & . Ro9e4 and Re43on4ibi9itie4
T8e Vendor
7 #(!2&= R:&:R:NC:S T( J:%$ !:S* %:/:% AS A$$R($R2AT: 8
The /endor has the foowing genera responsi6iities under this agreement<
The /endor wi conduct 6usiness in a courteous and professiona manner with the
(rgani)ation.
The /endor wi use its own appropriate hep des. to provide %eve-0 support9 incuding
creating pro6em tic.ets and wor. orders and assigning responsi6iit+ to the appropriate
%eve-3 /endor resource.
The /endor wi use its own appropriate interna group to provide %eve-3 server9 networ.9
and infrastructure support services.
The /endor wi o6tain the (rgani)ationEs approva 6efore tic.et cosure.
(nce a support request has 6een su6mitted9 the /endor wi ma.e itsef avaia6e to wor.
with the (rgani)ation support resource assigned to the support request.
The /endor wi attempt to resove pro6ems over the phone on first ca.
The (rgani)ationEs end-users wi not contact the /endorEs support resources direct+ to
report a pro6em. A pro6em cas must 6e ogged through the appropriate hep des..
The /endor wi provide a necessar+ and requested documentation9 information9 and
.nowedge capita to the (rgani)ation prior to the start of support of a new device or
functionait+.
T8e Organization
The (rgani)ation has the foowing genera responsi6iities under this agreement<
The (rgani)ation wi conduct 6usiness in a courteous and professiona manner with the
/endor.
The (rgani)ation wi provide a information required to open a support request.
The (rgani)ation wi og a information from the /endor required to esta6ish contact
information9 document the nature of the pro6em and the /endorEs hardware@networ.
environment 4as appica6e5.
There are severa roes depo+ed within the (rgani)ation that are integra to the provision
of equipment and support services 6+ the /endor. These roes incude the foowing<
Program Manager
The (rgani)ationEs $rogram #anager wor.s as a point of contact for a activities reating
to the transition of a new or modified device from a /endor deveopment team to the
(rgani)ationEs support team and the decommissioning of supported devices.
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Reporting to the (rgani)ationEs #anagement9 the $rogram #anager is responsi6e for
panning9 coordinating9 and overseeing the transition of a new devices into support9
incuding<
%iaising 6etween the (rgani)ation and the /endorEs team and proOect managers
%iaising with the (rgani)ationEs user departments
:nsuring a required documentation9 information9 and .nowedge capita has 6een prepared
as per transition chec.ist and turned over prior to the start of support for a new appication
#anaging a activities reating to transition<
2dentif+ing resource requirements
2dentif+ing a access requirements
#eeting with the /endor team to set up timeine and deveop transition@depo+ment pans
Reviewing training pans for *e+ (perators and users
Negotiating resource assignments with (rgani)ation staff.
Janding 6ia6e services to the /endor<
:nsuring that S%A targets are met 4coordinating a activities to ensure a tas.s are
performed in a consistent manner and on schedue5
:nsuring a wor. is performed according to the agreed-upon wor. methods and
standards that are in effect within the (rgani)ation and the /endor
Acting as point of escaation for issues 6e+ond usua scope
$articipating direct+ in the production of the associated deivera6es.
Infrastructure Support Manager
The (rgani)ation 2nfrastructure Support #anager wi provide the overa direction of the
activities required from the (rgani)ationEs 2nformation Services !epartment9 participate
direct+ in the associated deivera6es9 and wi negotiate with the /endorEs support
manager regarding the introduction of enhancements and the scheduing of tas.s. The
2nfrastructure Support #anager wi report to the (rgani)ation $rogram #anager9 with
duties that incude<
%iaising with other (rgani)ation groups
Assessing the wor.oad for each support request and assigning wor. to the team mem6er
having the appropriate technica .nowedge
Assisting in conducting a root-cause ana+sis and 6ug-fi? isoation and resoution activities9
and associated documentation for the individua tas.s9 as assigned 6+ the (rgani)ation
$rogram #anager
Acting as a point of contact for a issues for the (rgani)ationEs infrastructure
!etermining 4for enhancements5 the potentia high-eve effort for a changes
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2dentif+ing a tas.s associated with each support request and deriving estimates for the
competion of each tas. for (rgani)ation staff and resources
Conducting and participating in testing with the /endor as needed
$roviding .nowedge transfer to .e+ (rgani)ation support speciaist on reguar 6asis.
Key Operator
The (rgani)ation wi provide designated (rgani)ation resources to act as device-specific
points of contact for each device depo+ed. !uties wi incude<
%iaising with the users on service requests
Acting as a point of contact for a issues reated to their specific device
Assisting with /endor support staff in pro6em resoution
Benerating service requests
Transferring training and .nowedge of their specific device to users as needed.
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