Scope for Change Management Brief mention of and/or reference the Change procedures that must be followed to ensure integrity and compliance to meet SLA requirements. Also target for approving, handling and implementing RFC's based on urgency/priority of the change. Monitoring and Reporting Format, frequency, component/service level Service Review Agree content of reviews and frequency; discuss performance against targets using reports. Also include who will be involved and in what capacity. Security and contingency A brief mention of IT Service Continuity plans and how to invoke them, and coverage of an security issues, particularly any responsibilities of the customer, (e.g. maintaining security integrity by good practice –not writing down passwords etc) Details of any diminished or amended service targets should a disaster situation occur (if no SLA exists for such a situation) Throughput (where applicable for some services?) Examples: Ability to handle number of concurrent users Amount of data to be transmitted over a network Number of transactions to be processed in a given time). Transaction Response Times (where applicable) Target for average/maximum response times. E.g. a server/application/ or network ping/latency/round trip. Charging (where applicable) Details of the charging formula and periods. If the SLA covers an outsourcing relationship, charges should be detailed in the Annex as they are often covered by commercial in confidence provisions.
Scope for Change Management Brief mention of and/or reference the Change procedures that must be followed to ensure integrity and compliance to meet SLA requirements. Also target for approving, handling and implementing RFC's based on urgency/priority of the change. Monitoring and Reporting Format, frequency, component/service level Service Review Agree content of reviews and frequency; discuss performance against targets using reports. Also include who will be involved and in what capacity. Security and contingency A brief mention of IT Service Continuity plans and how to invoke them, and coverage of an security issues, particularly any responsibilities of the customer, (e.g. maintaining security integrity by good practice –not writing down passwords etc) Details of any diminished or amended service targets should a disaster situation occur (if no SLA exists for such a situation) Throughput (where applicable for some services?) Examples: Ability to handle number of concurrent users Amount of data to be transmitted over a network Number of transactions to be processed in a given time). Transaction Response Times (where applicable) Target for average/maximum response times. E.g. a server/application/ or network ping/latency/round trip. Charging (where applicable) Details of the charging formula and periods. If the SLA covers an outsourcing relationship, charges should be detailed in the Annex as they are often covered by commercial in confidence provisions.
H.2.9.V1_Ts_&_Cs_-_Consultancy_Agreement_-_long_form_20122011_RV.docx