This page is under development and is incomplete
[insert business function name here]
Service Level Agreement (SLA)
Mt Xia Inc, Information Technology Services
Tier 2 Level Support
||Revision / Description
|Other Effective Reference:
1.0 General Overview
This is a Service Level Agreement ("SLA") between the business
function owner and user community, and the Mt Xia Information Technology
Services (ITS) department to document:
- The technology services the ITS department provides to support the
specified Mt Xia business function
- The general levels of response, availability, and maintenance
associated with these services
- The responsibilities of ITS as a provider of these services and of
business function clients receiving services
- Processes for requesting services
- This SLA shall remain valid until revised or terminated.
2.0 Service Description
2.1 Service Scope
This agreement defines the technical support services and associated
availability provided under a Tier 2 level of support, maintenance,
monitoring, and response. These support services are associated with
and specific only to the business function identified by this
- Tier 2 services provided by the Mt Xia ITS are defined by this
- Any service not specified by this document is neither provided nor
- Major upgrades will be treated as projects outside the scope of
- Funding for major updates will be negotiated on a
- Changes to services will be communicated and documented to all
stakeholders via the change notification process.
- Service will be provided in adherence to Mt Xia policies,
guidelines, standards and procedures.
- Scheduling of all service related requests will be conducted in
accordance with service descriptions.
- Predefined and standardized architectural design for hardware,
systems, storage and infrastructure for Tier 2 support.
- Business function is containerized into one or more system
- Modules may be relocated between systems on an as needed basis, to
be determined by the business function owner or the Mt Xia ITS.
- Software licensing is transferable to any system or location, and
must be independent of any network address identifiers.
2.4 Tier 2 Architecure
3.0 Roles and Responsibilities
The following Service Owner(s) will be used as the basis of the
Agreement and represent the primary stakeholders associated with this
|insert service owner here
||[Title / Role]
|insert business function owner here
||[Title / Role]
||[List business function owners and contacts]
NOTE: Availability is defined in Section 4, Hours of
Coverage, Response Time & Escalations. Cell phone numbers are not to be
used during working hours unless specified in this section.
3.2 Mt Xia ITS Responsibilities
Responsibilities and/or requirements in support of this Agreement
- Meet response times associated with the priority assigned to
incidents and service requests.
- Generating quarterly reports on service level performance.
- Appropriate notification to business function owner for all
scheduled maintenance via the Maintenance Calendar and/or a
communication to via the Mt Xia ITS Communication Manager.
- The Mt Xia ITS will implement standardized processes to deliver
these Tier 2 service levels.
- Ownership of hardware, systems, storage, and infrastructure.
- Support TIER dictates architecture design of hardware, systems, and
3.3 Business Function Owner Responsibilities
Responsibilities and/or requirements in support of this Agreement
- Selection of support TIER to provide necessary availability of
supported business function.
- Availability of business function representative(s) when resolving
a service related incident or request.
- Communicate specific service availability requirements.
- Does not own hardware, systems, storage, or infrastructure.
- Does not dictate architecture design of hardware, systems, storage,
4.0 Requesting Service
There are six methods of contacting the Mt Xia ITS for all requests.
- Online / IT Request (itServiceRequest@mtxia.com)
By utilizing the web, your request will be automatically associated
with your business function and visible to technicians. Requests made
via the web will be processed during normal hours of operation. Using IT
Request via the web interface is the most efficient method to log and
- Phone (615.556.0456)
Phone service is available during normal hours of
operation. Messages left during off hours will be processed the next
- Email (firstname.lastname@example.org)
Email requests will be processed during regular
Walk-in service is available for services during normal
hours of operation. See individual service pages for locations.
- Work orders
For select services, work orders will be processed
from date of receipt of the complete and correct work order
- Your Business Function Owner
Contact your Business Function Owner (BFO) for services
not listed in the Mt Xia ITS Catalog. The contact information for each
BFO is located at http://www.mtxia.com/bfocontact.shtml
5.0 Hours of Coverage, Response Times & Escalation
The intent of this section is to assure delivery of prompt service
as agreed, and the acceleration of support for high priority issues. If
this service does not use ITServiceRequest or the Help Desk for
incidents and problems, please put escalation procedures here.
5.1 Hours of Coverage
Tier 2 support is provided 24 hours / day, 7 days / week, 365 days
/ year. Business function owners may use any of the methods of contact
as stated in Section 4.
Problem tickets via the web interface and email can be sent 24 hours
a day, 7 days a week and will be processed by the on-call technical
support personnel. Using IT Request via the web interface is the most
efficient method to log and process incidents.
5.1.1 Incident Response
For responses to incidents, the Mt Xia ITS goal is to respond to
requests within 8 business hours of receipt. Many services have faster
incident response times; please refer the to service catalog web page
for individual incident response times. An incident means any
interruption in the normal functioning of a service or system.
The Mt Xia ITS will prioritize incoming incident requests as
"urgent" priority if it meets any one of the following criteria:
Significant number of people affected.
Organizational structure is a multiplier for number of people
Percentage of total tasks that can no longer be performed by
Academic and Administrative Calendar deadlines.
Significant impact on the delivery of instruction.
Significant or lasting impact on student academic performance.
Significant risk to safety, law, rule, or policy compliance.
5.1.3 Service Request
A service request means a request is made by a business function
owner to Mt Xia ITS for a service as published in the Mt Xia ITS
Catalog. Service requests will be processed during normal hours of
operation via any of the methods outlined in Section 4.
For service requests, the Mt Xia ITS goal is to respond to requests
within 8 business hours of receipt. Many service requests have faster
response times; please refer the to service catalog web page for
individual service response times.
If you have a better response time that you are able to commit to,
monitor and report, update the above paragraph.
If you are not satisfied with the level of service on a request,
contact your Business Function Owner (BFO) or the Director of the Mt Xia
ITS. They will categorize and process your input as appropriate and will
respond to you with the action taken.
If you have a question about a service, IT need or technology phone,
email or use IT Request. The Support Center will route your ticket to
the appropriate area.
5.1.6 Other Requests
Requests for service features and functions not yet implemented can
also be submitted though IT request.
Outline how to request the service and expected response and deliver
times. Outline working durations and business function owner
interactions. This is the service level and service metrics for the
Provide description of the types of information requests defined by
the CRSP project and how client can use that information to make
5.1.7 Service Exceptions to Coverage
(Insert any special exceptions related to coverage times and dates)
If this SLA represents a service that is provided 24x7, 365, the
exceptions are “None”.
||Fiscal Year Close
|Last business dan in Month
||Additional Coverage, 8:00 a.m. ot 5:00 p.m.
6.0 Maintenance and Service Changes
The Change Management process within the Mt Xia ITS, minimizes
unintended service disruptions or other impacts to the business as a
result of changes in the production environment. The Mt Xia ITS does
this by monitoring, managing, and evaluating changes to maximize the
service benefits for the business function, while minimizing the risks
involved in making those changes.
All IT related service maintenance and outages are published in the
Schedule of Changes located on the Mt Xia ITS Web site here:
http://www.mtxia.com/its.shtml. This Schedule of Changes currently
serves as the official schedule of change for Mt Xia ITS. Scheduled
maintenance is not included in the calculation of availability
Business function owners are responsible for monitoring the Schedule
of Changes to notify the Mt Xia ITS of forthcoming local events with the
Mt Xia ITS dependencies. In most cases, the Mt Xia ITS Communication
Coordinator is responsible for communicating service changes to the Mt
Xia ITS, service groups, and to the business function users as
There are three categories of service changes:
- Planned Maintenance: Planned service maintenance
is approved work that is planned and scheduled at least two weeks prior
to the change. The Mt Xia ITS Communication Coordinator will communicate
(as needed) to the appropriate audience a minimum of one week prior to
the scheduled change.
- Unplanned Maintenance: Unplanned service
maintenance is priority work that is unplanned due to an urgent repair
to prevent failure. Unplanned service outages will be given priority
(and communicated immediately) on a case-by-case basis depending on the
type and urgency of the service failure.
- Emergency Service Change: An emergency service
change is defined as a service failure that affects the entire
enterprise or significant number of users that requires immediate
repair. The Mt Xia ITS Communication Coordinator reports all emergency
service changes to the appropriate people in the Mt Xia ITS and
determines necessary communication steps. Emergency service
announcements are communicated usually the day of the service failure.
Off-hours service failures will be communicated the following business
Major upgrades to a service will be treated as projects outside the
scope of this service level agreement. Funding for major updates will be
negotiated on a service-by-service basis.
7.0 Reporting System Performance and Availability Reporting
This is where system performance and availability metrics are
included.SLA Reviews will be reviewed annually or as otherwise needed.
Mt Xia Shared IT Services is responsible for facilitating annual 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. IT Services will incorporate all
subsequent revisions and obtain mutual agreements / approvals as
8.0 Maintenance and Service Changes