【文章內(nèi)容簡(jiǎn)介】 ice Name Description Specifications 1. Call Center For handling all inbound calls from the Public regarding the services ? The Call Center shall accept calls 24 hours a day, 7 days a week ? The Call Center shall support two languages: Arabic and English Table 1: Service Descriptions PPP Project Name Service Level Agreement 8 5 AGENCY RESPONSIBILITIES This section of the Agreement shall specify the responsibilities of the Agency in support of this Agreement. Example Agency Responsibilities ? Periodic reviews of the services ? Preparing the services needed and their general specifications ? .. ? .. Table 2: Agency Responsibilities PPP Project Name Service Level Agreement 9 6 PRIVATE PARTNER RESPONSIBILITIES This section of the Agreement shall specify the responsibilities of the Private Partner in support of this Agreement. Example Private Party Responsibilities ? Delivering the Services as specified in this Agreement ? Reporting on any service breaches. ? .. ? .. Table 3: Private Partner Reponsibilities PPP Project Name Service Level Agreement 10 7 SERVICE MANAGEMENT This section of the Agreement shall specify the Service Availability, Maintenance, Measurement, and Reporting SERVICE AVAILABILITY This section shall specify and agree the availability of required services. Availability can be specified as percentage of time or as a period which is free from operational failures. This section shall specify clearly the availability specification for all Services as mentioned in Clause 5: Services Descriptions, and may be broken down by application, environment or categories specific to Agency requirements or Private Partner constraints Example A good example is to specify this section in a table format where each service is assigned an operational period as agreed between the Parties or each service is assigned a percentage. Service Name Availability Period Maintenance Window Availability (%) Restrictions Call Center 24x7 2 hours every Thursday Table 4: Service Availability AVAILABILITY RESTRICTIONS This section of the Agreement shall document specific times the Private Party requires service restrictions. These restrictions include provisions for normal system maintenance and details of unscheduled system downtime. Example Availability restrictions specific to the Services covered under this Agreement are as follows: [Holiday and Weekend Schedule] [Scheduled Maintenance Windows] [Unscheduled Maintenance Windows] [Back up Window] PPP Project Name Service Level Agreement 11 SERVICE MAINTENANCE This section of the Agreement shall specify the Maintenance Windows for all services if applicable. To meet the Service Level expectations, maintenance is a must procedure. Maintenance will sometimes render the service unavailable to the public. It is a good practice to agree on these Maintenance Windows in the SLA as not to count them as unavailability. Example It is a good practice to specify for each service a table that sets out the maintenance periods. The periods can be specified as days, weeks, or months. This depends actually on the service itself and the need for maintenance. Time Saturday Sunday Monday Tuesday Wednesday Thursday Friday Begin 2:00 am End 4:00 am Table 5: Service Maintenance SERVICE MEASUREMENT This section shall establish the measurements to be used to make sure the optimal provision of services. Measurements can be defined in terms of service availability (. uptime), service performance (. throughput, response time) and service quality (. number of unscheduled outages, customer surveys). PPP Project Name Service Level Agreement 12 Example