Data Center Infrastructure Service Level Agreement Template

ITA Premium Small Enterprise: Operate & Optimize

How to Use This Tool

To use this template within your enterprise, delete the Info-Tech banner and replace it with your own enterprise or department logo. Delete all instructional and example grey text, and replace with your own information. This tool can be utilized in conjunction with Info-Techs Data Center Infrastructure Service Level Monitoring Tool. The examples within this SLA are for a services-oriented enterprise that is highly dependent on their call center and web-based services and server. All examples in this template are taken directly from the service level monitoring tool mentioned above. In addition to services and transactions, be sure to update sections on Document Control Primary Contacts, Support Hours and Reporting. The document should be tailored to your mission-critical data center infrastructure services. It is designed to facilitate the documenting of a formal Service Level Agreement for Data Center Infrastructure between IT and the business.

Data Center Infrastructure Service Level Agreement

This Service Level Agreement (SLA) establishes support levels for critical data center infrastructure services. The services, performance targets, and scope of this document have been negotiated and agreed to by both IT and the business. Provisions for amending this document are noted in the final section of the SLA.

1. Document Control
Document Control Version Date Review date Internal clients Business contact IT contact [Update after every amendment] [Date of current version] [Set a regular date for reviewing this document] [Business units supported] [Business unit manager(s)] [IT manager/director]

2. Primary Contacts
Contact James Anderson Micheal Sznesky Carol Cheung Robert Loewy Lisa Rowengartner Title CIO System Administrator Production Manager App Dev Manager VP Customer Service Phone 123-123-1234 x.1234 123-123-1234 x.3579 123-123-1234 x.5678 123-123-1234 x.9010 123-123-1234 x.2233 E-mail PrimaryITContact@yourcorp.com SecondaryITContact@yourcorp.com ProdMgr@yourcorp.com AppDevMgr@yourcorp.com VPofCustServ@yourcorp.com

Data Center Infrastructure Service Level Agreement Template

ITA Premium Small Enterprise: Operate & Optimize

3. Support Hours
IT support staff will be available for service regarding the data center infrastructure during the following hours: Classification Normal Business Hours (Bus Hrs) Limited Service Hours (Ltd Hrs) Hours of Service Monday through Friday. 9:00 AM to 5:00 PM EST, not incl. statutory holidays Monday through Thursday 5:00 PM to 9:00 AM EST the following day. Friday 5:00 PM to Saturday 5:00 PM EST Saturday 5:00 PM to Monday 9:00 AM EST No IT staffing, but limited IT staff remains on-call, to be notified during production failure or other disasters that might interfere with critical production services or Monday morning business operations. Sunday 12:00 PM to Monday 4:00 AM EST. 24 hours, 7 days a week.

Urgent-Only Services (Urg-Only)

Standard Maintenance (Std Maint) All Hours (24/7)

4. Infrastructure Services
Following an inventory of the infrastructure, all critical hardware and applications should be listed in the table below along with metrics and target performance and availability periods that have been agreed upon by the business and IT. These services cover all hardware, applications and infrastructure associated with critical business services, including the following:

Data Center Infrastructure Service Level Agreement Template

ITA Premium Small Enterprise: Operate & Optimize Infrastructure Services (continued) Infrastructure Service Name Critical Components Description Metrics Uptime/Availabilty MTBF Avg Duration of Outage Downtime Unplanned Outage time Planned Outage Time Uptime/Availabilty MTBF Avg Duration of Outage Downtime Unplanned Outage time Planned Outage Time Uptime/Availabilty MTBF Avg Duration of Outage Downtime Unplanned Outage time Planned Outage Time Uptime/Availabilty MTBF Avg Duration of Outage Downtime Unplanned Outage time Planned Outage Time Uptime/Availabilty MTBF Downtime Avg Duration of Outage Capacity Usage Uptime/Availabilty MTBF Uptime/Availabilty MTBF Target Performance 90% 30 days 2 min 120 min 1 hour 2 hours 90% 30 days 2 min 25 min 1 hour 2 hours 80% 30 days 2 min 25 min 1 hour 2 hours 80% 65 days 2 min 25 min 1 hour 2 hours 80% 60 days 20 min 1.5 min 80% 60-80% 100% 70 days 77% 60 days Availability Period Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs

CS-WEB1

Web Server Hardware

CSX-SQL1

Database Server

CSORACLE1 Web Server Cisco Router - 2811-2E2T1

Transaction al Server

Router

Cisco Switch - WS-C296024LT-L CSS-EVA 4100/HP Storage Works HSV200B Sprint Line

Switch

Backend Storage

T1

Data Center Infrastructure Service Level Agreement Template

ITA Premium Small Enterprise: Operate & Optimize Infrastructure Services (continued) Infrastructure Service Name Critical Components HP PROLIANT DL360 Description CRM Application Metrics Uptime/Availabilty MTBF Downtime Avg Duration of Outage Uptime/Availabilty MTBF Avg Duration of Outage Downtime Unplanned Outage time Planned Outage Time Uptime/Availabilty MTBF Avg Duration of Outage Uptime/Availabilty MTBF Avg Duration of Outage Uptime/Availabilty MTBF Downtime Uptime/Availabilty MTBF Uptime/Availabilty MTBF Uptime/Availabilty MTBF Uptime/Availabilty MTBF Target Performance 65% 12 days 500 min 20 min 80% 65 days 20 min 200 min 1 hour 2 hours 80% 65 days 2 min 75% 60 days 2 min 80% 65 days 2 min 75% 45 days 75% 45 days 75% 45 days 75% 45 days Availability Period Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs Bus Hrs

CSX-Exch1

Exchange Server

Cisco Router 2811-2E-2T1 Call Center HP Proliant DL380 Cisco Switch 2924 (Port 512) PC12 PC13 PC14 PC22

Router

Phone Line Portion of Switch Sales Computer Sales Computer Sales Computer Customer Service Computer

Data Center Infrastructure Service Level Agreement Template

ITA Premium Small Enterprise: Operate & Optimize

5. Service Transactions
Any services that are deemed critical by both IT and relevant business units should be included in the table given below, along with agreed upon service hours and performance targets. Be sure to document internal groups that are affected by the service and maintain information for a current contact in the Contact section above. Requests for the following IT service transactions should be acknowledged and handled within the time given in the table below. Services not listed will be handled according to priority and in accordance with current IT resource availability.

Service Name Provision physical server Provision physical server Provision virtual Server Provision virtual server

Description

Relevant Group App Dev App Dev App Dev App Dev

Request Acknowledged 2 hrs 2 hrs 12 hrs 12 hrs

Service Hours available Bus Hrs Bus Hrs Bus Hrs Bus Hrs

Targeted Performance 48 hrs 25 hrs 36 hrs 30 hrs

Purchasing new server Updating an existing server Adding new instance of virtualization Purchasing new server for virtualization

6. Reporting
<Monthly> reports will be completed by <IT Representative> and distributed to <relevant business unit(s)>. Reports will include available metrics for any service components and transactions that exceed <5%> variance in service levels from the previous <three> monthly reports or that fail to meet agreed upon targeted performance. Reporting may also include service level metrics relevant to any recent or upcoming business or IT projects at the discretion of <the IT Manager>. Analysis and planned resolutions will be provided for all service components and transactions provided in any report.

7. Changes & Review

Changes to this document may be proposed by business or IT representatives; however, no amendments will be made without approval from both parties. This document will be regularly reviewed for currency and effectiveness. The next review date is noted in the document control section of the SLA.

Data Center Infrastructure Service Level Agreement Template

ITA Premium Small Enterprise: Operate & Optimize

8. Approval & Signature Page

By signing below, representatives from IT (service provider) and the business (internal clients) acknowledge their approval of the terms of this document. IT Service Provider: Name: Title:

Signature:_________________________________

Date:______________________________

Internal Client: Name: Title:

Signature:_________________________________

Date:______________________________

Data Center Infrastructure Service Level Agreement Template

ITA Premium Small Enterprise: Operate & Optimize

Appendix A: Metrics List & Descriptions

Enter any relevant metrics or terms used in the data center infrastructure SLA to ensure that anyone reading the document can understand it. Remember the audience when providing definitions, keep technical jargon to a minimum. Metric Name Uptime MTBF (Days) Average Duration of Outage (Hrs) Downtime (Hrs) Description Is used to measure the amount of time a system or device has been running without going down. It reflects the devices reliablility, and availability. The predicted amount of time between system failure during operation. It is calculated by taking the average times between each system failure. It can be calculated using any measure of time. The average amount of time that a system is down. It is calculated by taking the total summed time for all outages and dividing it by the number of occurances. It can be calculated using any meaure of time. The total amount of time that a system is unavailable. It refers to a system failure for a duration of time. It reflects relability, availability, recovery, and unavailability of the system or device. A planned event whereby IT has made arrangements for the system to go down (for backups, upgrades, updates, etc.) and expects the system to be down for a specified period of time. This can be measured in any unit of time, and is the total amount of planned outage time. An unexpected event whereby a device, system, or network has gone down and is unavailable to the business (power outage, system failure etc.). This metric can be calculated using any unit of time, and is the total amount of unplanned outage time.

Planned Outage Time (Min)

Unplanned Outage Time (Min)

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