SLA Definitions

Version 1.0
October 24, 2005

Index

Operations Center
Time Conventions
Audience or User Levels
Response Levels

Common Terms and Conventions
In order to provide a common dictionary for all written Service Level Agreements, we have provided a suggested listing of preferred terms for your use.

Operations Center
Please use the above term to define the staff in the SCD Computer Room. (Other names used in the past have been Network Operations Center, SCD Computer Operations, and Operators). The preferred phone number to publish is (303) 497-1200. Please to not use just the extension number, as the entire number is required for use off site.

Time Conventions
Use of a 24-hour clock works best for clarity across the board. (UCAR normal business hours are defined as 8:00 – 17:00)
Please state your Service’s availability. - (Examples: Service is available 24/7 (24 hours a day, 7 days a week), Service is available during UCAR normal business hours, Service is available between 10:15 and 11:45)
You may define your extended hours. - (Example: If your extended business hours are 7:00 am to 7:00 pm, please phrase this as 7:00 – 19:00)
You may also define your after hours. (Example: After hours are defined as 17:00 – 8:00 daily, all weekends and all UCAR holidays)

Audience or User Levels
When you indicate the types of users the service is directed at, please use the following terms to identify them:

Service Technical Staff – These are the people responsible for the service itself. Examples: Network Engineers, Domain Administrators, Security, etc.
System Administrators - Employees whose formal job title is System Administrator, or whose job description includes system administration for multiple users
On-Site Personnel - Employees and visitors working at any of the NCAR/UCAR locations.
Off-Site Personnel - NCAR/UCAR Employees working from home or in remote locations.
Member Support - Member Institutions, NACR/UCAR Affiliates, and other professionals.
Community Support - Internet user, general information, etc.

Response Level and Service Levels
Please use the above terms instead of “Problem Types”.

Response Time: Service Provider will have been contacted in the designated timeframe.

Urgent: Any situation that prevents basic functionality of the entire service for the organization, a site, or multiple groups. This can also be any issue that involves a site-wide security compromise.
High: Any situation that prevents basic functionality for multiple users, but is confined to a single division or subset of that division's users and/or computers.
Medium: Basic functionality is present, but there is a failure of extended functionality.
Low: Basic functionality is present. There is a failure of extended functionality, but a workaround is available.
Change: Any requests for new functionality, features, or upgrades.

Response Time Table
Show both Business and After Hours showing business hours first.

Response Level	Business Hours	Outside Business Hours
Urgent
High
Medium
Low
Change

Example:

Response Level	Business Hours	Outside Business Hours
Urgent
High
Medium
Low
Change

Last modified: Tuesday, October 25, 2005