SLA Example
The following is a sample of a basic Service Level Agreement (SLA) for the Desktop Computing Service.
The first incarnation of an SLA should be basic, only covering the essential details. Keep in mind that the
SLA is a customer document, and should be kept free of technical jargon.
The diagram below shows this SLA, Woodgrove Bank – Desktop Computing, as being the primary node in
working with the end users. This SLA is in place to ensure the end users receive prompt and accurate
desktop support. The overall usability of the desktop is ensured through this SLA, however, supporting
services funnel to this node from OLAs covering Desktop Hardware, Messaging, Directory, Line-OfBusiness (LOB) applications, and Networking. Within the example SLA, you will find references to these
OLAs.
End Users
Woodgrove Bank
SLA – Desktop
Computing
Service
Desktop Hardware:
Networking:
UC to
Provide
Desktop
Hardware
Support
OLA to
Provide
Network
Support
Messaging:
LOB Support:
OLA
OLAtoto
OLA to
Provide
Provide
Provide
LOB
LOB
LOB
Support
Support
Support
OLA to
Provide
Messaging
Support
Directory Support:
OLA to
Provide
Directory
Support
Woodgrove Bank
Service Level Agreement [Sample]
Desktop Computing Service
Revision: 1.0
Created: 17 May 2007
Reviewed: 17 May 2007
SERVICE LEVEL AGREEMENT FOR THE DESKTOP COMPUTING SERVICE
Provider: _________________________________________
Provider Signature: __________________________________
Date: ___________
Customer: _________________________________________
Customer Signature: _________________________________
Date: ___________
The agreement covers the provision and support of the Desktop Computing Service which provides the
computer hardware for desktop and mobile computing, as well as the software and access to the
infrastructure and other services in the service catalog. This service will be provided to the Customer
above.
This agreement remains as valid until revised, and will be reviewed annually, with further reviews in the
case of a breach of this agreement. There is a section for mutually-endorsed minor changes at the end
of this document.
Service Description
The DESKTOP COMPUTING SERVICE consists of the hardware, software and supporting infrastructure for
end-user personal computers running Microsoft’s Windows Vista operating system. The basic
installation includes the hardware itself, Windows Vista Business edition, the 2007 Microsoft Office
suite, access to other internal services, as detailed in ancillary agreements, as well as limited support for
the public Internet.
Service Support Hours
Customers can expect support for the service to be available during all regular business hours, as well as
extended hours during tax season (closest weekdays around April 7-21). All times listed are for Pacific
Time.
Regular hours: Monday - Friday, 8:00 AM-5:00 PM
Extended hours: Monday - Friday 7:00 AM-7:00 PM, Saturdays 9:00 AM-2:00 PM
Support cannot be expected on weekends or on all holidays which the bank observes.
Additionally, the hours of 4:00 PM-6:00 PM on the first Sunday of every month are reserved for system
maintenance, and prior notification (one week or greater) will occur if the service will be out during
those times.
If these detailed service times are found to be unacceptable, the Customer may request an SLA review
for re-evaluation.
Customer Support
The point of contact for users will be through the Service Desk.
Internal web: http://servicedesk
Phone: x2911 or 206-555-2911
Email: servicedesk@woodgrovebank.com
Outside of normal operating hours, the following email will be monitored:
emergency@woodgrovebank.com
If all service desk agents are unavailable, an effort to return all messages (with a telephone call) within
10 minutes will be made. More than 99% of all service desk contacts will be handled within 10 minutes
of message receipt.
Incident resolution will happen 95% of the time in fewer than 2 hours for nominal incidents, and 30
minutes for complete outages of the service.
Service Availability
Desktop Service is required along with Network/Intranet for access to other services. Required
availability for these services is 99.5% uptime, not counting planned maintenance times.
The 99.5% availability metric will be measured by a rolling 6-month period.
Reliability
The service is guaranteed not to break more than 3 times per year. A break is defined as the loss of
access to a vital business function.
Service Performance
Designed for high performance, the user must not wait for response by the desktop to an input for more
than 2 minutes out of any 5 minute window. Any failures must be reported to the Service Desk for
incident resolution.
Change Management Procedures
Any proposed changes by the Customer must be submitted through the Service Desk for review. A
notice of acceptance/denial and reason for such must be within 5 business days of the next CAB meeting
for Normal changes, or 3 days for Standard changes. Emergency changes will be dealt with immediately
by the Service Desk Manager.
IT Service Continuity
In the case of a major catastrophe with hardware loss, desktop machines and infrastructure will be
leased from various providers. If such a case occurs, relocation of offices will likely also be necessary.
Details for business continuity will be provided in such an event.
Security
Strong passwords must be used to access all IT services, including desktop logon. These will be enforced
through Vista’s Group Policy features. Strong passwords are defined as being having more than 8
characters, not matching standard “dictionary” definitions, and having at least 3 of the following 5
characteristics:
• 1 or more capital letters
• 2 or more numbers
• 1 or more punctuation marks
• 1 or more symbols
• Fewer than 3 of the same characters consecutively
Also provided with the Desktop Service will be anti-virus, spyware/malware protection, and firewall
protection.
Charging
There will be a flat fee of $700 per desktop per year for hardware provision, software, support and
maintenance of the service.
Rebates of $50 per hour per PC for outages beyond the agreed levels will be provided.
Service Reviews
Reviews of the service will be conducted by Service Level Management in conjunction with the
Customer at least annually, as well as after a major outage or change.
Addendums/Minor Changes