1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between iSTAM Computer Services and Customer for the provisioning of IT services required to support and sustain their Information Technology equipment and software.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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 & Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for IT service provision between the 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 provision with actual service support & delivery.
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
IT Service Provider(s): iSTAM Computer Services (“Provider”)
IT Customer(s): Customer (“Customer”)
4. Periodic Review
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This 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 Business Relationship Manager (“Document Owner”) is responsible for facilitating 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 / approvals as required.
5. Scope of Services
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
5.1. Standard Service Scope
This agreement provides that the following services shall be provided by the Service Provider and are limited according to the specifications listed below, and apply to the systems, services, and software covered by this agreement (Covered Systems);
|Telephone Support||9am – 5pm Mon-Friday||Unlimited Time|
|Monitored Email Support||9am – 5pm Mon-Friday||Unlimited Time|
|Remote Support||9am – 5pm Mon-Friday||Unlimited Time|
|On-Site Service||9am – 5pm Mon-Friday||Unlimited Time|
|Patch Management||Managed||Unlimited Remediation Time|
|Anti-Virus Protection||Managed||Unlimited Remediation Time|
|Web Protection||Managed||Unlimited Remediation Time|
|Backup Monitoring||Managed||Unlimited Remediation Time|
|Data Backup||Managed||Unlimited per Workstation|
|Data Backup||Managed||4TB per Server|
5.2. Supplemental Service Scope
The following supplemental services have been mutually agreed upon by the stakeholders and shall be provided by the Service Provider and are limited according to the specifications listed below, and apply to the systems, services, and software covered by this agreement (Covered Systems);
5.3 Third Party Service Management
The following third party services have been mutually agreed upon by the stakeholders and shall be managed by the Service Provider and are limited according to the specifications listed below, and apply to the systems, services and software covered by this agreement (Covered Systems). Additional costs may apply for these services.
6. Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
6.1 Service Requests
In support of services 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:
- Within 2 hours for Urgent requests*
- 0-4 hours (during business hours) for issues classified as High
- Within 48 hours for issues classified as Medium
- Within 5 working days for issues classified as Low
6.2 Communication Channels
In order to insure that all support requests are addressed within the specified response windows it is necessary that the following communication channels be used. Requests that do not flow through the following communication channels will not be included in SLA breach reports and will be excluded from any SLA guarantees.
- Online Ticket System
Our online ticket system is the Service Providers internal ticket queue. Entering requests directly into the queue is the most efficient and effective way to make sure that a request is received and responded to. This system is available at: http://support.istam.net
- Email Support
You can also email us at email@example.com or you can email your project manager directly. While email support is a great way to communicate with us, there is no way other than just writing in the email to declare the priority of the request.
- Phone Support
Calling the office number and selecting option “2” for support is also a great way to communicate with us. One of our technicians will create a ticket for you over the phone, or based upon your voicemail if no technician is available to take your call immediately.
*NOTE: This communication channel must be used in order for any request to be considered an “URGENT” request. In other words, if you’re out of business because of technology failure, call us immediately, in addition to submitting a support ticket.
6.3 Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
- Payment for all support costs at the agreed interval.
- Provide the Service Provider with all necessary vendor accounts and administrative access.
- Reasonable availability of customer representative(s) when resolving a service related incident or request.
- Submitting support requests using acceptable Communication Channels outlined in this agreement.
- Adhering to all acceptable use, security and other policies provided by the Service Provider.
6.4 Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
- Meeting response times associated with service related incidents.
- Appropriate notification to Customer for all scheduled maintenance.
- Monitor system and network performance markers resolve issues as needed
- Monitor backup services and systems and resolve issues as needed
- Monitor Anti-virus and security software and systems and resolve issues as needed.
6.5 Remediation Steps
In consideration of the Customer’s needs, the Service provider will provide the following remediation steps for all actionable service requests or issues both submitted by the Customer, and through the Service provider’s monitoring software and systems.
- Basic troubleshooting steps may be taken through the monitoring and support systems provided by the Service Provider in order to minimize business interruptions and conflicts.
- Remote Support sessions may be used to remotely control the affected system and complete troubleshooting and remediation steps.
- Assisted Support sessions may be used where an employee or manager is reasonably available on site to provide basic troubleshooting steps where remote control of the affected system is not available, or in addition to remote control of the affected system. This method is generally used where the issue may be remediated faster than the response and travel time of a technician to arrive on site.
- On-Site service is the last resort remediation step and shall be used if the affected system or systems cannot be restored or accessed remotely.
7. Projects & Hardware
During the course of business, it is expected that improvements, major modifications, or additions to existing systems or services may be required to facilitate the flow of business. These changes to existing systems and services may be considered Projects. Projects will be billed at the Service Provider’s standard service rates unless otherwise quoted and approved by the Customer. Service Provider will notify the Customer prior to performing any services that the Project fees will apply to.
In some cases the Service Provider may recommend a Project to better facilitate the Customer’s needs or security requirements. Service Provider also reserves the right to require certain Projects to protect the interests of the Customer and the Service Provider.
Hardware costs are not covered by the scope of this agreement and will be billed to the Customer upon installation, or upon ordering if the total amount purchased is over $500. Service Provider will notify the Customer and wait for approval to purchase any necessary hardware where the cost exceeds $500.