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1、运营级协议（OLA）服务提供者:客户:文档所有者:理索停矗:审批人职级审批日期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Appendix A: Associated Policies, Processes and ProceduresThis Appendix contains any instrumental policies, processes or procedures required to support this Operational Level Agreement.A.1 Change ManagementDefinition: Change
2、management refers to any event that alters the existing state of a Customers production IT services, including software, hardware, networks and facilities.Tool Requirements: ITChangeManagementTool(s)Tool Link(s): Tool Link(s)Documentation: Documentation Location / Link(s)A.2 Release ManagementDefini
3、tion: Release management ensures that all the technical and non-technical aspects of a change or related groups of changes are coordinated and facilitated in a standard manner.Tool Requirements: ITReleaseManagementTool(s)Tool Link(s): Tool Link(s)Documentation: Documentation Location / Link(s)A.3 In
4、cident ManagementDefinition: The process of managing unexpected operational events with the objective of returning service to customers as rapidly as possible.Tool Requirements: IT Incident Management Tool(s)Tool Link(s): Tool Link(s)Documentation: Documentation Location / Link(s)A.4 Problem Managem
5、entDefinition: Problem Management identifies the root cause of a single significant, multiple or reoccurring incident(s) to prevent further incident activity.Tool Requirements: Problem Management Tool(s)Tool Link(s): Tool Link(s)Documentation: Documentation Location / Link(s)A.5 Configuration Manage
6、mentDefinition: Identifies, records and validates critical computing components and their relationships with other configured items, maintaining a virtual representation of the IT infrastructure.Tool Requirements: ConfigurationManagementTool(s)Tool Link(s): Tool LinkDocumentation: Documentation Loca
7、tion / Link(s)Appendix B: DefinitionsUse this Appendix to supply any definitions specific to the environment or terminology referenced in this Agreement.Appendix C: AmendmentsUse this Appendix to reference any subsequent amendments to this agreement.C.1 Amendment 1: License FeesAmendment Date: Amend
8、ment DateAmendment 1 Detail: Customer is responsible for all maintenance charges associated with Software X vendor security patches up to and including version / release 5.0 as outlined in the Software Master License Agreement.Table of Contents1. Agreement Overview 错误！未定义书签。2. Goals & Objectives 33.
9、 Stakeholders 34. Periodic Review 45. Service Agreement 45.1. Service Scope 45.2. Service Components 55.3. Customer Requirements 55.4. Service Provider Requirements65.5. Service Assumptions66. Service Management 66.1. Service Availability 66.2. Service Measurement 76.3. Service Reporting76.4. Servic
10、e Maintenance86.5. Service Requests 86.6. Service Exceptions9Appendix A: Associated Policies, Processes and Procedures 10A. 1 Change Management 10A.2 Release Management10A.3 Incident Management 10A.4 Problem Management10A.5 Configuration Management 11Appendix B: Definitions 11Appendix C: Amendments
11、11C.1 Amendment 1: License Fees 111. .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)。This Agreement represents an Operational Level Agreement (OLA or Agreement”) between the Service Provider group and Service Consumer for the provisioning of IT services required to suppor
12、t and sustain System Name, Service Name and/or associated Service Level Agreement (SLA).This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. Changes are recorded in the Amendments section of this Agreement and are effective upon mutual endorseme
13、nt by the primary stakeholders.This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.2. Goals & ObjectivesThe purpose of this Op
14、erational Level Agreement (OLA or Agreement) is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer(s) by the Service Provider(s).The goal of this Agreement is to obtain mutual agreement for service provision between the
15、Service Provider(s) and Customer(s).The objectives of this Agreement are to:,Provide clear reference to service ownership, accountability, roles and/or responsibilities.Present a clear, concise and measurable description of service provision to the customer.Match perceptions of expected service prov
16、ision with actual service support & delivery.Include / revise Purpose, Goal and/or Objectives relative to the specific goals and/or services of the organization.3. StakeholdersThe following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stake
17、holders associated with this OLA:IT Service Provider(s): Service Provider(s) (“Provider)IT Customer(s): Customer(s) f 6Customer,9)The following stakeholders are responsible for the deployment and ongoing support of this agreement: (contact information may include E-mail address, phone number, suppor
18、t line, pager, etc.)StakeholderTitle / RoleContact InformationStakeholderTitle / RoleContact InformationStakeholderTitle / RoleContact InformationStakeholderTitle / RoleContact InformationStakeholderTitle / RoleContact Information4. Periodic ReviewThis Agreement is valid from the Effective Date outl
19、ined herein and is valid until the Date of Termination. The Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.The Designated Review Owner (Document Owner)is responsible for facilitatin
20、g regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approval
21、s as required.Designated Review Owner: Document OwnerReview Period: Review Period “Annually” or “Quarterly” Previous Review Date: Last or Previous Review Date Next Review Date : Next Review DateThis Agreement will be posted to the following location and will be made accessible to all stakeholders:Do
22、cument Location: OLA Directory and/or Location5. Service AgreementIn order to effectively support Service Level Agreements and/or other dependent agreements, policies, processes and/or procedures, specific service parameters must be defined.5.1. Service ScopeThe following Services are covered by thi
23、s Agreement; full descriptions, specifications and costs are outlined in the IT Service Catalog. (References to the Service Catalog may be pasted into this document or added as an Appendix to the Agreementfor clarification, if required)Reference No.ServiceBatch ProcessinqData Backup12.1 -12.9Service
24、 Support5.2. Service ComponentsAs a subset of services provided, the physical and/or logical components covered by this Agreement include the following: (Itemize all applicable infrastructure components associated with service provision, including any hardware and/or software)Component NameComponent
25、 DescriptionComponent LocationApplication Server XPrimary application server for Application ZApplication Server YBackup application server for Application ZFile & Print Server ZFile & Printer Server for Application ZNetwork Hub ANetwork Hub for all Application Z trafficOperating System BOperating s
26、ystem on Application Servers X and YResides on Application Server Y and Y5.3. Customer RequirementsCustomer responsibilities and/or requirements in support of this Agreement include: List Customer responsibilities; these can be categorized by department, application or specific to service parameters
27、.Adherence to any related policies, processes and procedures outlined in Appendix A: Related Policies, Processes and Procedures.Appropriate incidents and/or request prioritization as previously outlined and/or in cooperation with the Service Provider.Advanced scheduling of all service related reques
28、ts and other special services with the Service Provider.Creation and maintenance of all required project documentation.Appropriate use of support toolsets as outlined in Appendix A: Related Policies, Process and Procedures. Payment for all service-related setup and/or configuration costs prior to se
29、rvice provision.Review related service hours logged by Service Provider for accuracy.Review all service related reports distributed by the Service Provider.Reasonable availability of customer representative(s) when resolving a service related incident or request.5.4. Service Provider RequirementsSer
30、vice Provider responsibilities and/or requirements in support of this Agreement include: List Service Provider responsibilities; these can be categorized by department, application or specific to service parameters.Meeting response times associated with service related incidents.Generating quarterly
31、 reports on service levels for Customer (-see Service Level Management).Training required staff on appropriate service support tools.Logging all Provider resource hours associated with services provided for review by the Customer. Appropriate notification to Customer for all scheduled maintenance (-
32、see Service Level Management).Facilitation of all service support activities involving incident, problem, change, release and configuration management.5.5. Service AssumptionsAssumptions related to in-scope services and/or components include:.Services are provided to internal IT customers only.Inter
33、nal customer user base will remain within 10% of current staff levels.Funding for major upgrades will be provided by the Customer and treated as a project outside the scope of this Agreement.Changes to services will be communicated and documented to all stakeholders.6. Service ManagementEffective su
34、pport of in-scope services is a result of maintaining consistent service levels. The following sections provide detail on service monitoring, measurement, reporting and maintenance of in-scope services and related components.6.1. Service AvailabilityCoverage parameters specific to the service(s) cov
35、ered in this Agreement are as follows: (Outline specific times during which service provision is valid for services and/or components)8:00 A.M. to 5:00 P.M. U.S. Eastern timeMonday through Friday, 365 days per yearThis section may be broken down by application, environment or categories specific to
36、Customer requirements or Service Provider constraints, e.g.:Production Computing EnvironmentCustomer AvailabilityMaintenance WindowAutomated Server MonitoringSundays, 2:00 p.m. to Sundays, 2:00 a.m.U.S. Eastern TimeSundays, 2:00 a.m. to 2:00 p.m. U.S. EasternTime24 x 7 365 days per yearDevelopment C
37、omputing EnvironmentCustomer AvailabilityMonday to Friday, 6:00 a.m. to 8:00 p.m.U.S. Eastern TimeMaintenance WindowMonday to Friday, 8:00 p.m. to 6:00 a.m. U.S. Eastern Time; Fridays, 8:00 p.m. to Mondays, 6:00 a.m. U.S. Eastern TimeAutomated Server MonitoringMonday to Friday, 6:00 a.m. to 8:00 p.m
38、.U.S. Eastern Time6.2. Service MeasurementThe following measurements will be established and maintained by the Service Provider to ensure optimal service provision to the Customer:MeasurementDefinitionPerformance TargetDaily Batch Schedule CompletedPercentage of on time completion of daily batch sch
39、edule related to in-scope services.99.9% on time completion.Client Response TimeClient response time for Application Z for a sample of transactions executed in less than 10 seconds.99% of specified transactions in 30 seconds or less.Application X AvailabilityAvailability of Application X to end user
40、s during service coverage times.Not to exceed 1 hour during any reporting period.6.3. Service ReportingThe Service Provider will supply the Customer with the following reports on the intervals indicated: All Recipients and Responsible parties should be outlined with contact information in the Stakeh
41、older section of this Agreement.Report NameIntervalRecipientResponsibleAvailability ReportQuarterlyApplication ManagerNetwork ManagerBackup Completion ReportYearlyApplication ManagerDatabaseAdministratorCustomer Incident ReportQuarterlyApplication ManagerIncident Manager6.4. Service MaintenanceAll s
42、ervices and/or related components require regularly scheduled maintenance (Maintenance Window) in order to meet established service levels. These activities will render systems and/or applications unavailable for normal user interaction for the following locations and timeframes:Location(s): Locatio
43、n(s)Timeframe(s): Timeframe(s) e.g.: 2:00 am, Sundays, U.S. Eastern timeTimeSundayMondayTuesdayWednesdayThursdayFridaySaturdayBegin02:00 EST0:000:0002:00 EST0:000:000:00End14:OO 2o：ouo：uu02:30 2。:0。o：ouo：ouAdd additional locations and timeframes as required6.5. Service RequestsIn support of services
44、 outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:.One (1) hour (during business hours) for issues classified as Critical.Two (2) hours (during business hours) for issues classified a
45、s High priority.Four (4) hours (during business hours) for issues classified as Medium priority.Eight (8) hours (during business hours) for issues classified asLow priority.Twenty Four (24) hours (during business hours) for a general service Request.Refer to the service support policies, processes a
46、nd related procedures for additional information in Appendix A: Related Policies, Processes and Procedures.Specific incident and/or request parameters, thresholds and/or samples may be inserted here for additional clarification.6.6.Service ExceptionsAny deviations from current policies, processes an
47、d standards are noted by the following Service Exceptions: (Insert any special exceptions related to coverage times and dates)ExceptionParametersCoverageFederal HolidaysN/ANo coverageFiscal Year CloseLast business day in MayAdditional coverage, 8:00 a.m. to 5:00 p.m. U.S. Eastern timeEmergency service coverageCritical business needCustomer may request support by contacting the Service Desk