| A SLA’s primary goal is to establish and | | | | business day with proper notification. |
| manage expectations of customers, thus reducing | | | | Move or Change of service at distant switch - within 2 |
| confusion while defining acceptable service. | | | | business days with proper notification. |
| Below is an example of a Service Level Agreement. | | | | Outage Report at local switch of non-essential |
| Simply replace the bracket information with your | | | | telecommunications* - within 4 hours on business days. |
| information. | | | | The following Monday if trouble is reported after 2:00 |
| SERVICE LEVEL AGREEMENT | | | | PM on Fridays. |
| BETWEEN | | | | Outage Report at distant switch of non-essential |
| [Company PBX Department] | | | | telecommunications* - within 6 hours on business days. |
| & | | | | The following Monday if trouble is reported after 2:00 |
| [Internal Customers] | | | | PM on Fridays. |
| Terms in this document: | | | | Outage Report at local switch of essential |
| PBX is a direct reference to the Private Branch | | | | telecommunications** - within 1 hour on a business day. |
| Exchange Department and it’s personnel. | | | | Within 2 hours on non-business days. |
| Telecommunications refers to Voice communications | | | | Outage Report at distant switch of essential |
| and Voice Mail. | | | | telecommunications** - within 2 hours on business |
| Service refers to the Move, Add or Change of | | | | days. Within 2 hours on non-business days. |
| telecommunications sets, fax lines, modems and | | | | [Indicate your call out procedures here.] |
| voicemail programming. | | | | The following actions require scheduled turnaround |
| Local Switch refers to the [Meridian 81C] switch that | | | | times. |
| services the departments at [Company Name]. | | | | - Custom programming, |
| Distant Switch refers to the outlying [Meridian systems] | | | | - Telecommunications projects. |
| at [First Location], [Second Location]. | | | | - Upgrade and patches for software releases , |
| Central Office refers to [Bell South]. | | | | - Software licensing and maintenance, |
| Internal Customer refers to the employees and | | | | - PMI’s, |
| departments of [Company Name]. | | | | - System backups and maintenance. |
| External Customers refers to those individuals or | | | | Problem Escalation : |
| business outside the scope of control of the PBX | | | | Not all problems are emergencies. But those problems |
| Department. | | | | that are not addressed and resolved expediently can |
| Turnaround Time shall be considered a good faith | | | | become emergencies. After pursuing the standard |
| effort of the PBX Department and it’s staff to | | | | problem reporting mechanism via a trouble service |
| remedy a problem. | | | | ticket submitted directly to the [Pbx call center or |
| Business day indicates normal business hours between | | | | trouble desk]. The user will have a service ticket that |
| Monday and Friday, excluding Federal Holidays. | | | | can be used to reference the problem reported. The |
| Goal of this Technical Support Service Level | | | | user can progressively escalate emergency problems |
| Agreement: | | | | in the following manner: |
| The goal of this agreement is to enhance, support and | | | | - Obtaining approval for escalation from his/her |
| manage our internal customer's telecommunications | | | | management, |
| requirements. A secondary goal is to identify response | | | | - Communicating a new acceptable response time. |
| times, assist in our internal customer’s | | | | Recognize, however, that a user(s) who set a pattern |
| achievement of maximum proficiency and reliability in | | | | of problem escalation (attempting to circumvent the |
| their telecommunications environments and set forth | | | | problem resolution queue) will be admonished to |
| escalation procedures. | | | | respect the service queues and established turnaround |
| Specific Goal Topics covered in this agreement: | | | | times guarantees. |
| - Dependable support for a standard | | | | Customer Responsibilities: |
| telecommunications platform for core business | | | | Customers of [Company Name] telecommunications |
| departments, | | | | services, as part of this SLA in which the services |
| - Response times to problems, new users, and other | | | | they will receive are detailed, also have some |
| service requests, | | | | responsibilities: |
| - Statement of operational hours, | | | | - Customers should report problems using the problem |
| - Reduction in labor cost via standardized call out | | | | reporting procedures detailed in this SLA, including clear |
| procedures, | | | | description of the problem, |
| - Procedures for escalation of service request and/or | | | | - Provide input on the quality and timeliness of service, |
| outage reports. | | | | - Recognize when software testing and/or |
| Technical Support Service Level Agreement: | | | | maintenance are causing problems that interfere with |
| [Company Name]’s Private Branch Exchange | | | | standard business functions. |
| Department has identified a standard business | | | | "Ever greening:" |
| approach to providing technical services to the various | | | | Telecommunication environments and requirements |
| departments of [Company Name]. The PBX | | | | inevitably change, and this SLA needs to define an |
| Department will provide support, to include; new set | | | | "ever greening" process to ensure that the support |
| installations and services, movement of existing | | | | agreement keeps pace with the reality of user |
| telecommunication services, reprogramming of existing | | | | requirements. As the telecommunications infrastructure |
| telecommunications services and maintenance of | | | | moves from the standard Legacy system switch to |
| existing telecommunications services. | | | | communications servers and local area networks |
| This document is the Service Level Agreement (SLA) | | | | – the PBX department and the Information |
| that defines the scope of support and the services | | | | Technology department will share in the resolution of a |
| that [Company Name] users can expect: | | | | problem, thus possibly extending installation times and |
| Support: | | | | response to outages. |
| The PBX Department will provide technical support to | | | | The management of PBX and IT will need to create a |
| our internal customers via the [Pbx call center or | | | | committee with cross- representation to meet |
| trouble desk]. | | | | quarterly to review technical support service success, |
| The [Pbx call center or trouble desk] is responsible for: | | | | service shortcomings, technology updates, and user |
| - Initial point of contact for the telephone questions and | | | | requirement changes. Once the support service is |
| problems | | | | initiated, the committee will note the results and |
| - Issuing trouble tickets, | | | | recommend the changes and improvements. |
| - Communicating expected response time, | | | | Acknowledgment: |
| - Tracking of service/problem ticket. | | | | The PBX Department and Customers have both |
| Hours of Service | | | | acknowledged and accept the terms and |
| 8:00am until 5:00pm, Monday through Friday will be the | | | | responsibilities required for effective and efficient |
| normal hours of service. However, if additional | | | | service delivery. Should there be a need to modify the |
| coverage is required outside of these hours, the hours | | | | level of support, this will be done by designated |
| may be expanded. | | | | individuals/teams of each party. |
| Turnaround Times | | | | *- Indicate a general discription of services or |
| The following turnaround times for services will be in | | | | departments that are considered non-essential |
| effect: | | | | communicatioins (Modem lines, offices with multiple |
| New Service at local switch - within 1 business day | | | | sets, etc.) |
| with properly submitted requisition. | | | | **- Indicate a general discription of services or |
| New Service at distant switch - within 2 business days | | | | departments that are considered essential |
| with properly submitted requisition. | | | | communicatioins (Security Department, Executive |
| Move or Change of service at local switch - within 1 | | | | Office, Offices with only one set, etc. |