Minutes 2
meeting held 10/12/2000. Negotiations of terms and conditions of the 4phones stores Service Level Agreement.
Present: Chris White, Ken Bold, Ellen McLaren, Greg Hinds
Date: 10th December, 2000
Time: 11am – 4pm
Attendees: Chris White, Ken Bold (Adelaide store manager), Ellen McLaren (Canberra store manager), Greg Hinds (Chatswood store manager).
The purpose of this meeting is to negotiate the terms and conditions of the 4Phones stores service level agreement(SLA).
The critical IT components for 4Phones stores are:
- NT server
- Store server
- Tape backup of server
- PC’s
- Operating system
- POS system
- Customer database
- Office
- Outlook
- Internet Explorer 5
- Accounting system
- Access
- Netmeeting
- Anti-virus software.
Agreed that the following services are critical to 4Phones stores:
- Network access
- Implementation support for both hardware and software
- Functional and technical support for hardware and software
- Disaster recovery support
- User documentation
- Help desk support
- Store server backup training
- non-technical support for the POS system
- Financial support
- Loan of equipment (laptops, scanners, printers)
- Customer support outside of store business hours except in the event of disasters.
- Agreed the following services are not required by 4Phones stores:
- Formal IT training
- Technical and implementation support for POS System.
2.Services to be included and service levels
Agreed that the following services must be supported:
- Network access from 8am – 8pm
- Technical and ‘how to’ support through the Help Desk from 6.30am – 6.30pm for:
- standard software applications
- customer database
- accounting system
- operating systems.
- ‘How to’ support for the POS System but a maintenance agreement will be in place with the supplier for technical support.
- Implementation support for all hardware and software listed in (1) except for the POS System
- Respond to incidents within the following times:
- Critical incident will be responded to immediately
- High importance incidents will be responded to within 2 hours
- Medium importance incidents will be responded to within 5 business days
- Non-critical incidents will be responded to when time allows.
- The criticality of a service request will be determined according to help desk procedures.
- Inform 4Phones stores of system downtime according to the System Downtime Procedure.
- Provide monthly service level reports including the following statistics:
- Number of calls
- Call breakdown by percentage for training-type calls, hardware, software, communication, service requests, abandoned
- Percentage of first-level call resolution
- Average call answer time
- Percentage of calls reopened within two weeks
- Percentage of calls meeting agreed-upon response times for each priority
- Percentage of calls meeting agreed-upon resolution times for each priority
- Results of callbacks to customers to check work quality – show number of callbacks as percentage of total calls
- Show percentage of callbacks with positive response.
(1)Management of the SLA
The store managers and Chris White will take primary responsibility for the SLA.
(2)Responsibilities
- Agreed that IT Services will ensure adequate resources to support the SLA and enter into maintenance agreements with suppliers.
- Agreed that store managers will provide access to their IT facilities, report incidents immediately and assist IT Services to resolve incidents where required.
(3)Problem resolution paths
Agreed that 4Phones store staff will log their incidents with the help desk following existing help desk reporting procedures. Incidents will be escalated according to help desk escalation procedures.
(4)Dispute resolution
Agreed that disputes will be resolved between the store manager and Chris White.
(5)Sign-off
Agreed that the SLA will be adopted after sign-off by Chris White and Gary Jones.
(6)Amendments
Agreed that amendments can be initiated by any staff member.
There are no other elements that should be included in the SLA.