Service Level Agreement

(1)

IT Services

Service Level Agreement

Enterprise CRM (ECRM)

(2)

2 of 10

1 INTRODUCTION ... 4

1.1 Scope of the Agreement ... 4

1.2 Duration of the Agreement ... 4

1.3 Signatories to the Agreement ... 4

1.4 Service Contacts ... 5

1.4.1 IT Services: Service Desk ... 5

1.4.2 IT Services: Business Account Manager... 5

1.4.3 Business Contact: on behalf of the business ... 5

1.4.4 3rd Party Contact details ... 5

2 SERVICE DESCRIPTION ... 6

2.1 Activities agreed to be in-scope of the Service Level Agreement ... 6

2.2 Activities agreed to be Out-of-Scope of the Service Level Agreement ... 6

2.3 Service Coverage ... 6

2.3.1 Service Hours ... 6

2.3.2 Service Eligibility ... 6

2.4 Service Issue Escalation ... 7

3 TARGET SERVICE LEVELS ... 7

3.1 Incident Management ... 7

3.2 Service Request Fulfilment. ... 8

3.3 Service Availability ... 8

4 CUSTOMER RESPONSIBILITIES ... 9

(3)

Copyright 2010-2011. All rights reserved.

All information Copyright University of Salford

Document Control:

Project/Service Name: Enterprise CRM (ECRM) Original Author: L Tarr

Version Reason for Change Author Date

0.1 Initial Draft L Tarr 31/1/11

0.5 Final Draft L Tarr 1/3/11

0.75 Final Draft + 1 L Tarr 31/3/11

Distribution for Approval:

Title Name Signature Date

Assoc Director Service & Operations M Hilditch

Distribution for Information:

Department Title Name Date

(4)

4 of 10

1 Introduction

This service provides access to the Agresso CRM [Customer Relationship Management] application, to staff within the University of Salford. The application provides a means of recording client contacts and

maintaining a database of client related information which is available to staff to maintain information on their contacts.

ITS provides through this service a hosted solution in terms of a hardware platform and basic applications management, including patching, upgrading the application, and backing up the application data.

1.1 Scope of the Agreement

The agreement covers the actions and requirements placed on the ITS Department [Service Provider] and the Advancement Services Department of the University of Salford.

1.2 Duration of the Agreement

The agreement will operate on a rolling 12 month period, with reviews to be held annually, from 4th April 2011.

The Initial review date will be 4th April 2012

1.3 Signatories to the Agreement

Customer: Business Development Service

Provider: ITS [Information Technology Services] Department of the University of Salford Signed by: _____________________________________________

(Customer – on Behalf of the Business Development Services)

Signed by: _____________________________________________ (Provider – Mark Hilditch, Associate Director IT Service and Operations)

(5)

1.4.1 IT Services: Service Desk

1.4.2 IT Services: Business Account Manager

Name Leslie Tarr

Telephone Number 0161 2953827 Email Address [email protected]

Emergency Number

1.4.3 Business Contact: on behalf of the business

1.4.4 3rd Party Contact details

Name Nigel Thomas

Business Title/Role Account Manager Organizational Unit Unit 4

Telephone Number Office 01792 524524, Mobile 07970080479 Email Address [email protected]

Telephone Number 0161 295 2444

Email Address [email protected]

Emergency Number 52444

Name Mrs Sandra MacPherson

Business Title/Role CRM Development Manager Organizational Unit Enterprise, Business Services Unit Telephone Number 53297

(6)

6 of 10

2 Service Description

2.1 Activities agreed to be in-scope of the Service Level Agreement

The following activities are considered to be in scope of the service.

 Ensuring the availability of the Agresso CRM functionality, to the user community;

o Maintaining the hardware platform hosting the application to ensure optimum availability

o Maintaining the application platform to ensure maximum availability. o Maintaining the databases supporting the application

o Performing backups of application and application data, on a regular basis to ensure application and data integrity

 Advice and problem investigation/resolution in relation to the above, in partnership with the application vendor (Agresso, Ltd);

o Providing where possible resolution to at first contact or through escalation to 2nd

line support for incidents

o Escalating to 3rd

party suppliers incidents which cannot be resolved by in-house support teams

o Providing fulfilment of agreed service requests  Application software updates upon request (includes 'patches');

o Patching the application with major and minor revision updates as required o Applying bug fixes to maintain optimum application efficiency

 Installation of client-based components.

o Installing client based elements of the application as required

2.2 Activities agreed to be Out-of-Scope of the Service Level Agreement

The following activities are considered to be out of scope of the service  Detailed assistance in the day-to-day operation of the application  Providing training in the use of the application.

2.3 Service Coverage

2.3.1 Service Hours

The service aims to be available 24/7 365 days a year, with the exception of designated maintenance widows within the University year.

Support for the service is through initial contact with ITS Service Desk between 8am and 5pm Monday to Friday.

2.3.2 Service Eligibility

The service is used primarily by staff with the Business Development department within the university.

(7)

The escalation route for issues relating to Incident Handling or Service Request Fulfilment is as follows.

1. Service Desk Manager 2. Business Account Managers 3. Head of Service and Support

4. Associate Director Service and Operations

Customers are asked to follow the route outlined above to escalate incidents or service requests

3 Target Service Levels

3.1 Incident Management

Dimension Targets Level

Initial Response

Per calendar month: % of recorded incidents for which an initial response has been received within target timeframe.

95% where:

Initial response target for Severity-1 case = 1 working hour or less;

Initial response target for Severity-2 case = 2 working hours or less;

Initial response target for Severity-3 case = 4 working hours or less;

Initial response target for Severity-4 case = 1 working day or less;

Initial response target for Severity-5 case = 2 working days or less;

Resolution

Per calendar month: % of support cases for which a resolution has been received within target timeframe.

95% where:

Resolution target for Severity-1 case = 4 working hours or less;

Resolution target for Severity-2 case = 1 working day or less;

Resolution target for Severity-3 case = 3 working days or less;

(8)

8 of 10

3.2 Service Request Fulfilment.

Initial Response

Per calendar month: % of Service Requests for which an initial response has been received within target timeframe.

95% where:

Initial response target for Priority-1 case = 4 working hours or less; Initial response target for Priority-2 case = 1 working day or less; Initial response target for Priority-3 case = 2 working days or less; Initial response target for Priority-4 case = 3 working days or less; Initial response target for Priority-5 case = 5 working days or less;

Fulfilment

Per calendar month: % of support cases for which a resolution has been received within target timeframe.

95% where:

Request Fulfilment target for Priority-1 case = 4 working hours or less;

Request Fulfilment target for Priorty-2 case = 1 working day or less;

Request Fulfilment target for Priorty-3 case = 3 working days or less;

Request Fulfilment target for Priority-4 case = 5 working days or less;

Request Fulfilment target for Priority-5 case = 10 working days or less;

3.3 Service Availability

ITS will aim to provide access to the service on a 24/7 basis 356 days a year at a level of 98%. The Support Hours for the service are Monday to Friday 8am to 5pm. Incidents and service requests should be raised with the ITS Service Desk.

(9)

The customer will be responsible for working in partnership with the service provider to enable the application and use of best practice in respect to the management and operations of the defined service.

This includes:

 Reporting incidents, service degradations and service disruptions to the ITS Service Desk

 Managing the day-to-day usage of the application and application training

 Engage at the earliest possible with the suppliers when major changes and improvements to the service are requested.

(10)

10 of 10 Appendix 1: Approved list of Incident Classes and Service Request Classes

Listed within LANDesk Service Desk

Incidents Authentication Permission Issues

Capacity Related Issues

Client Server Connectivity Issues Report a Generic Fault

Service Request System change request

System upgrade request Training request

Unlisted request

The lists of Incident types and Service Requests types will be reviewed periodically and added to as required.

Service Level Agreement