Question

Create a service level agreement to a company/organization

Instructions

In this project, students work in groups to develop a service level agreement for fictitious organization from the customer perspective. The SLA is the legally binding document between a company and a service provider(s). The document describes the exact services and service levels, with details about all agreements.

In this project, your group needs to first come up with a fictitious business organization that needs an IT service which is provided by an outside vendor. Be creative about the business scenario. It could be anything: your current company, a small business, a non-profit organization, etc. If you have trouble with the business scenario, contact your instructor. Your group will be assigned a business scenario. You are the IT professionals who work in this business organization. Your team is in charge in creating a service level agreement (SLA). Below are general instructions for this project and the grading guideline

An enterprise needs highly controlled storage and access to their databases as well as managing the infrastructure for web front ends and other applications. They have a large existing IT infrastructure and they are continually expanding the capabilities.A cloud computing model will be able to satisfy their current needs and reduce computing costs.

Please explain the business scenarios

Answer 1

Customer name is ABC MARKETING.

Service Provider is XYZ CLOUD COMPUTING.

The SLA format is designed and also the explanation of scenarios is also given.

The SLA contains table of contents.

Please find the data below and let me know if more info is required :-

========================================================================================

Service Level Agreement (SLA)

                      BETWEEN ABC MARKETING & XYZ CLOUD PROVIDER

Date: 20/06/2017

Document Owner:

IT manager, IT management Team,ABC MARKETING

Version of the Document:-

Version	Date	Description	Prepared By
1.0	20/06/2017	Service Level Agreement	IT management Team,ABC MARKETING

Approvals:-

(Signing of the document implies that Approvers(both parties) agree to all terms and conditions outlined in Agreement)

Approvers	Role Of Approver	Signed by	Approval Date
XYZ CLOUD PROVIDER	Service Provider		__/__/____
ABC MARKETING	Customer		__/__/____

Table of Contents:-

1.     Overview Of The Agreement

2.     Objectives

3.     Stakeholders.

4.     Regular Review..

5.     Service Agreement

·      Service Scope.

·      Customer Requirements.

·      Service

6.     Service Management

·      Service Contacts.

1.    Overview Of The Agreement

The Service Level Agreement (SLA) is conducted between ABC MARKETING and XYZ CLOUD PROVIDERS.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

The Agreement all the parameters which are to be provided by the service provider and all the payment details by the customer.

It details the services which are understood by stake holders.

2.    Objectives

The objective of this Agreement is to ensure that the required services are delivered by the XYZ CLOUD PROVIDER to ABC MARKETING.

The goals are:-

• Provide clear reference to services and responsibilities.
• Present a clear, concise and measurable description of service to the customer

3.    Stakeholders

Stake holders associated with this SLA are:-

Service Provider: XYZ CLOUD PROVIDER

Customer: ABC MARKETING

4.    Regular Reviews

This Agreement is valid from the Effective Date outlined in the document and is valid until further notice.

The IT Manager 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 .It is the responsibility of the document owner to incorporate the changes if required.

IT Manager: ABC marketing

Review Period:24 months

Next Review Date: __/__/____

5.    Service Agreement

The following detailed service parameters are the responsibility of the Service Provider :-

·      Service Scope

The following Services are covered in this Agreement:-

• Database to store the company’s employee’s data which can be in TB.
• Proper GUI to access/modify data and can be understood by lame user also.
• Infrastructure for doing all kind of computations if required.
• All of the above services available 24*7
• The data uploaded should be secured and should be in integrated form.
• Security of data is the responsiblity of the service provider.
• Customer needs periodic audit of the data uploaded.

• Customer Requirements

Customer (ABC marketing) responsibilities:-

• Payment for all support costs at the decided period.
• Available of the correspondent whenever required for communication.

·      Service Provider Requirements

Service Provider responsibilities in support of the Agreement include:

.              Prior notification to Customer for all kind of maintenances.

6.    Service Management

The below section provide relevant details on service availability:-

1. Service Contacts:-

Whomsoever to contact if urgency occurs :-

• Telephone support : _____ ______(Primary)

: _____ ______(Secondary)

• Email support: _________________________________(Primary)

:__________________________________(Secondary)