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1、运营级别协议（OLA）服务提供者:客户：文档所有者:版本日期修订说明修订人1.02022-5-27新建运营级别协议模板审批信息审批人职级审批日期TableofContents1. AgreementOverview错误！未定义书签。2. Goals&Objectives33. Stakeholders34. PeriodicReview45. ServiceAgreement45.1. ServiceSpe45.2. ServiceComponents55.3. CustomerRequirements55.4. ServiceProviderRequirements65.5. Service
2、Assumptions66. ServiceManagement66.1. ServiceAvailability66.2. ServiceMeasurement76.3. ServiceReporting76.4. ServiceMaintenance86.5. ServiceRequests86.6. ServiceExceptions9Appendix A: AssociatedPolicies,ProcessesandProcedures10A.1ChangeManagement10A.2ReleaseManagement10A.3IncidentManagement10A.4Prob
3、lemManagement10A.5ConfigurationManagement11Appendix B: Definitions11Appendix C: Amendments11C.1Amendment1:LicenseFees111. .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(OLAor“Agreement”)betweentheServiceProvidergroupandS
4、erviceConsumerfortheprovisioningofITservicesrequiredtosupportandsustainSystemName,ServiceNameand/orassociatedServiceLevelAgreement(SLA).ThisAgreementremainsvaliduntilsupersededbyarevisedagreementmutuallyendorsedbythestakeholders.ChangesarerecordedintheAmendmentssectionofthisAgreementandareeffectiveu
5、ponmutualendorsementbytheprimarystakeholders.ThisAgreementoutlinestheparametersofallITservicescoveredastheyaremutuallyunderstoodbytheprimarystakeholders.ThisAgreementdoesnotsupersedecurrentprocessesandproceduresunlessexplicitlystatedherein.2. Goals&ObjectivesThepurposeofthisOperationalLevelAgreement
6、(44OLAmor“Agreement)istoensurethattheproperelementsandmmitmentsareinplacetoprovidensistentservicesupportanddeliverytotheCustomers)bytheServiceProviders).ThegoalofthisAgreementistoobtainmutualagreementforserviceprovisionbetweentheServiceProvider(三)andCustomers).TheobjectivesofthisAgreementareto:.Prov
7、ideclearreferencetoserviceownership,accountability,rolesand/orresponsibilities.Presentaclear,nciseandmeasurabledescriptionofserviceprovisiontothecustomer.Matchperceptionsofexpectedserviceprovisionwithactualservicesupport&delivery.Include/revisePurpose,Goaland/orObjectivesrelativetothespecificgoalsan
8、d/orservicesoftheorganization.3. StakeholdersThefollowingServiceProVider(三)andCustomers)willbeusedasthebasisoftheAgreementandrepresenttheprimarystakeholdersassociatedwiththisOLA:ITServiceProviders):ServicePrOVider(s)(Provider”)ITCustomers):Customer(s)fCustomerjThefollowingstakeholdersareresponsiblef
9、orthedeploymentandongoingsupportofthisagreement:(contactinformationmayincludeE-mailaddress,phonenumber,supportline,pager,etc.)StakeholderTitle/RoleContactInformationStakeholderTitle/RoleContactInformationStakeholderTitle/RoleContactInformationStakeholderTitle/RoleContactInformationStakeholderTitle/R
10、oleContactInformation4. PeriodicReviewThisAgreementisvalidfromtheEffectiveDateoutlinedhereinandisvaliduntiltheDateofTermination.TheAgreementshouldbereviewedataminimumonceperfiscalyear;however,inlieuofareviewduringanyperiodspecified,thecurrentAgreementwillremainineffect.TheDesignatedReviewOwner(Docum
11、entOwner)isresponsibleforfacilitatingregularreviewsofthisdocument.Contentsofthisdocumentmaybeamendedasrequired,providedmutualagreementisobtainedfromtheprimarystakeholdersandcommunicatedtoallaffectedparties.TheDocumentOwnerwillincorporateallsubsequentrevisionsandobtainmutualagreements/approvalsasrequ
12、ired.DesignatedReviewOwner:DocumentOwnerReviewPeriod:ReviewPeriodeg“Annuallyor“Quarterly”PreviousReviewDate:LastorPreviousReviewDateNextReviewDate:NextReviewDateThisAgreementwillbepostedtothefollowinglocationandwillbemadeaccessibletoallstakeholders:DumentLocation:OLADirectoryand/orLocation5. Service
13、AgreementInordertoeffectivelysupportServiceLevelAgreementsand/orotherdependentagreements,policies,processesand/orprocedures,specificserviceparametersmustbedefined.5.1. ServiceScopeThefollowingServicesarecoveredbythisAgreement;fulldescriptions,specificationsandstsareoutlinedintheITServiceCatalog.(Ref
14、erencestotheServiceCatalogmaybepastedintothisdocumentoraddedasanAppendixtotheAgreementforclarification,ifrequired)ReferenceNo.Service2.1.1BatchProcessing9.3.1DataBackup12.1-12.9ServiceSupport5.2. ServiceComponentsAsasubsetofservicesprovided,thephysicaland/orlogicalcomponentscoveredbythisAgreementinc
15、ludethefollowing:(Itemizeallapplicableinfrastructurecomponentsassociatedwithserviceprovision,includinganyhardwareand/orsoftware)ComponentNameComponentDescriptionComponentLocationApplicationServerXPrimaryapplicationserverforApplicationZIP255.255.255.255ApplicationServerYBackupapplicationserverforAppl
16、icationZIP255.255.255.255File&PrintServerZFile&PrinterServerforApplicationZIP255.255.255.255NetworkHubANetworkHubforallApplicationZtrafficIP255.255.255.255OperatingSystemBOperatingsystemonApplicationServersXandYResidesonApplicationServerYandY5.3. CustomerRequirementsCustomerresponsibilitiesand/orreq
17、uirementsinsupportofthisAgreementinclude:ListCustomerresponsibilities;thesecanbecategorizedbydepartment,applicationorspecifictoserviceparameters.Adherencetoanyrelatedpolicies,processesandproceduresoutlinedinAppendixA:RelatedPolicies,ProcessesandProcedures.Appropriateincidentsand/orrequestprioritizat
18、ionaspreviouslyoutlinedand/orincooperationwiththeServiceProvider.AdvancedschedulingofallservicerelatedrequestsandotherspecialserviceswiththeServiceProvider.Creationandmaintenanceofallrequiredprojectdocumentation.AppropriateuseofsupporttoolsetsasoutlinedinAppendixA:RelatedPolicies,ProcessandProcedure
19、s.Paymentforallservice-relatedsetupand/orconfigurationcostspriortoserviceprovision.ReviewrelatedservicehoursloggedbyServiceProviderforaccuracy.ReviewallservicerelatedreportsdistributedbytheServiceProvider.Reasonableavailabilityofcustomerrepresentative(s)whenresolvingaservicerelatedincidentorrequest.
20、5.4. ServiceProviderRequirementsServiceProviderresponsibilitiesand/orrequirementsinsupportofthisAgreementinclude:ListServiceProviderresponsibilities;thesecanbecategorizedbydepartment,applicationorspecifictoserviceparameters.Meetingresponsetimesassociatedwithservicerelatedincidents.Generatingquarterl
21、yreportsonservicelevelsforCustomer(-seeServiceLevelManagement).Trainingrequiredstaffonappropriateservicesupporttools.LoggingallProviderresourcehoursassociatedwithservicesprovidedforreviewbytheCustomer.AppropriatenotificationtoCustomerforallscheduledmaintenance(-seeServiceLevelManagement).Facilitatio
22、nofallservicesupportactivitiesinvolvingincident,problem,change,releaseandnfigurationmanagement.5.5. ServiceAssumptionsAssumptionsrelatedtoin-scopeservicesand/ormponentsinclude:.ServicesareprovidedtointernalITcustomersonly.Internalcustomeruserbasewillremainwithin10%ofcurrentstafflevels.Fundingformajo
23、rupgradeswillbeprovidedbytheCustomerandtreatedasaprojectoutsidethescopeofthisAgreement.Changestoserviceswillbecommunicatedanddocumentedtoallstakeholders.6. ServiceManagementEffectivesupportofin-scopeservicesisaresultofmaintainingconsistentservicelevels.Thefollowingsectionsprovidedetailonservicemonit
24、oring,measurement,reportingandmaintenanceofin-scopeservicesandrelatedmponents.6.1. ServiceAvailabilityCoverageparametersspecifictotheservice(s)veredinthisAgreementareasfollows:(Outlinespecifictimesduringwhichserviceprovisionisvalidforservicesand/ormpoents),8:00A.M.to5:00P.M.U.S.EasterntimeMondaythro
25、ughFriday,365daysperyearThissectionmaybebrokendownbyapplication,environmentorcategoriesspecifictoCustomerrequirementsorServiceProviderconstraints,e.g.:PrOdUCtiOnCOmPUtingEnVironrnentCustomerAvailabilitySundays,2:00p.m.toSundays,2:00a.m.U.S.EasternTimeMaintenanceWindowSundays,2:00a.m.to2:00p.m.U.S.Ea
26、sternTimeAutomatedServerMonitoring24x/36bdaysperyearDevelopmentComputingEnvironmentCustomerAvailabilityMondaytoFriday,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.EasternTimeAutomatedberverMonitoringMondayto-
27、rday,6:0。a.m.to8:UUp.m.U.S.EasternTime6.2. ServiceMeasurementThefollowingmeasurementswillbeestablishedandmaintainedbytheServiceProvidertoensureoptimalserviceprovisiontotheCustomer:MeasurementDefinitionPerformanceTargetDailyBatchScheduleCompletedPercentageofontimecompletionofdailybatchschedulerelated
28、toin-speservices.99.9%ontimecompletion.ClientResponseTimeClientresponsetimeforApplicationZforasampleoftransactionsexecutedinlesstha10sends.99%ofspecifiedtransactionsin30sendsorless.ApplicationXAvailabilityAvailabilityofApplicationXtoendusersduringserviceveragetimes.Nottoexceed1hourduringanyreporting
29、period.6.3. ServiceReportingTheServiceProviderwillsupplytheCustomerwiththefollowingreportsontheintervalsindicated:AllRecipientsandResponsiblepartiesshouldbeoutlinedwithcontactinformationintheStakeholdersectionofthisAgreement.ReportNameIntervalRecipientResponsibleAvailabilityReportQuarterlyApplicatio
30、nManagerNetworkManagerBackupCompletionReportYearlyApplicationManagerDatabaseAdministratorCustomerIncidentReportQuarterlyApplicationManagerIncidentManager6.4. ServiceMaintenanceAllservicesand/orrelatedcomponentsrequireregularlyscheduledmaintenance(MaintenanceWindow)inordertomeetestablishedserviceleve
31、ls.Theseactivitieswillrendersystemsand/orapplicationsunavailablefornormaluserinteractionforthefollowinglocationsandtimeframes:1.ocation(三):Location(三)Timeframe(三):Timeframe(三)e.g.:2:00a.m.,Sundays,U.S.EasterntimeTimeBeginSundayMondayTuesdayWednesdayThursdayFridaySaturday02:00EST0:000:0002:00EST0:000
32、:000:00EndLl4：UUtbIu:uuu:uuUZ：JUtbIu:uuu:uuu:uuAddadditionallocationsandtimeframesasrequired6.5. ServiceRequestsInsupportofservicesoutlinedinthisAgreement,theServiceProviderwillrespondtoservicerelatedincidentsand/orrequestssubmittedbytheCustomerwithinthefollowingtimeframes:.One(1)hour(duringbusiness
33、hours)forissuesclassifiedasCritical.Two(2)hours(duringbusinesshours)forissuesclassifiedasHighpriority.Four(4)hours(duringbusinesshours)forissuesclassifiedasMediumpriority.Eight(8)hours(duringbusinesshours)forissuesclassifiedasLowpriority.TwentyFour(24)hours(duringbusinesshours)forageneralserviceRequ
34、est.Refertotheservicesupportpolicies,processesandrelatedproceduresforadditionalinformationinAppendixA:RelatedPolicies,ProcessesandPredures.Specificincidentand/orrequestparameters,thresholdsand/orsamplesmaybeinsertedhereforadditionalclarification.6.6.ServiceExceptionsAnydeviationsfromcurrentpolicies,
35、processesandstandardsarenotedbythefollowingServiceExceptions:(Insertanyspecialexceptionsrelatedtocoveragetimesanddates)ExceptionParametersCoverageFederalHolidaysN/ANocoverageFiscalYearCloseLastbusinessdayinMayAdditionalcoverage,8:00a.m.to5:00p.m.U.S.EasterntimeLmergencyserviceverageCriticalbusinessn
36、eedCustomermayrequestsupportbycontactingtheServiceDeskAppendix A: AssociatedPolicies,ProcessesandProceduresThisAppendixcontainsanyinstrumentalpolicies,processesorproceduresrequiredtosupportthisOperationalLevelAgreement.A.1ChangeManagementDefinition:Changemanagementreferstoanyeventthatalterstheexisti
37、ngstateofaCustomersproductionITservices,includingsoftware,hardware,networksandfacilities.ToolRequirements:ITChangeManagementTooI(三)ToolLink(s):ToolLik(s)Documentation:DumentationLocation/Link(s)A.2ReleaseManagementDefinition:Releasemanagementensuresthatallthetechnicalandnon-techicalaspectsofachangeo
38、rrelatedgroupsofchangesarecoordinatedandfacilitatedinastandardmanner.ToolRequirements:ITReIeaseManagementTooI(三)ToolLink(s):ToolLink(s)Documentation:DumentationLocation/Link(s)A.3IncidentManagementDefinition:Theprocessofmanagingunexpectedoperationaleventswiththeobjectiveofreturningservicetocustomers
39、asrapidlyaspossible.ToolRequirements:ITIncidentManagementTool(s)ToolLink(s):ToolLink(s)Documentation:DocumentationLocation/Link(s)A.4ProblemManagementDefinition:ProblemManagementidentifiestherootcauseofasinglesignificant,multipleorreoccurringincident(s)topreventfurtherincidentactivity.ToolRequiremen
40、ts:ProblemManagementTool(s)ToolLink(s):ToolLink(s)Documentation:DumentationLocation/Link(s)A.5ConfigurationManagementDefinition:Identifies,recordsandvalidatescriticalcomputingcomponentsandtheirrelationshipswithotherconfigureditems,maintainingavirtualrepresentationoftheITinfrastructure.ToolRequiremen
41、ts:ConfigurationManagementTooI(三)ToolLink(s):ToolLink(s)Documentation:DocumentationLocation/Link(s)Appendix B: DefinitionsUsethisAppendixtosupplyanydefinitionsspecifictotheenvironmentorterminologyreferencedinthisAgreement.Appendix C: AmendmentsUsethisAppendixtoreferenceanysubsequentamendmentstothisagreement.C.1Amendment1:LicenseFeesAmendmentDate:AmendmentDateAmendment1Detail:CustomerisresponsibleforallmaintenancechargesassociatedwithSoftwareXvendorsecuritypatchesuptoandincludingversion/release5.0asoutlinedintheSoftwareMasterLicenseAgreement.
