Service Level SLA or SLO Coverage 24/7/365 1 Incident Resolution Mean Time to Repair (Severity 1 Outages) SLA – 2 Incident Resolution Mean Time to Repair (Severity 2 Outages) SLA 24/7/365 – Business 3 Incident Resolution Mean Time to Repair (Severity 3 Outages) SLA – 4 Service Availability Application Availability SLA 24/7/365 – 5 System Performance & Responsiveness SLA 24/7/365 6 Incident Resolution - Issue Triage, Closure and Recidivist Rate SLA Business Hours Business Hours 7 User Interaction - Completion of Administrative, Root, DBA, Privileged User Adds/Deletes SLA (non-emergency) 8 Security Security Compliance SLA continuous – 9 Monitoring & Auditing Application Security Breach Detection, Notification and Resolution SLA 24/7/365 – 10 Job Schedule and Scheduled Reporting Performance SLA Scheduled Hours Scheduled 11 Operational Process Control & Repeatability Changes to Production environments SLA – Maintenance Scheduled 12 Service Quality System Changes SLA – Maintenance Scheduled 13 Service Timeliness System Changes SLA – Maintenance
Service Level SLA or SLO Coverage 1 Incident Resolution – Mean Time to Repair (Severity 1 Outages) SLA 24/7/365 2 Incident Resolution – Mean Time to Repair (Severity 2 Outages) SLA 24/7/365 3 Incident Resolution – Mean Time to Repair (Severity 3 Outages) SLA Business 4 Service Availability – Application Availability SLA 24/7/365 5 System Performance & Responsiveness SLA 24/7/365 6 Incident Resolution - Issue Triage, Closure and Recidivist Rate SLA Business Hours 7 User Interaction - Completion of Administrative, Root, DBA, Privileged User Adds/Deletes SLA Business Hours (non-emergency) 8 Security – Security Compliance SLA continuous 9 Monitoring & Auditing – Application Security Breach Detection, Notification and Resolution SLA 24/7/365 10 Job Schedule and Scheduled Reporting Performance SLA Scheduled Hours 11 Operational Process Control & Repeatability – Changes to Production environments SLA Scheduled Maintenance 12 Service Quality – System Changes SLA Scheduled Maintenance 13 Service Timeliness – System Changes SLA Scheduled Maintenance
0A1185_Supplement%201%20-%20Scope%20of%20Work.docx