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Service Level Requirements Template

The purpose of this questionnaire is to identify the business requirements for system service continuity, availability and performance. The information obtained from this document will be used as input into producing the system Service Level Agreements. Date Project Name & Number System Name Completed By Business Owner <date> <project name> <system name> <name> <name> <project number>

Questions

Reason for the Question

24 x 7

Example / Sample Values

Responses

Comments

What are the core business hours for this system?

Need to ensure that the support level correlates with this information.

8am - Midnight x 7 9am - 5pm x 5 Others? 24 x 7

What is the preferred timeframe for reporting and batch processing?

Allows for processing windows to be established. Depending on the chosen solution, the system may/may not be available or responsiveness may be reduced due to additional load.

8am - Midnight x 7 9am - 5pm x 5 Others? 24 x 7 8am - Midnight x 7 9am - 5pm x 5 Others? Mon - Fri 9:00-17:00

What is the preferred timeframe for planned outages to perform general system maintenance?

Allows for maintenance window to be negotiated and agreed with support groups/vendors.

What are the peak periods of usage for this system? Identify any known peak hour or peak day periods.

This information needs to be captured before determining the detailed system requirements as it identifies the nature of the system loading.

Mon-Fri 11:00-15:00 Others ? Sample Business Drivers Sales Queries

What are the key business drivers e.g. Increase customer base from x% to y%, increase market share from a% to b% etc.? This information will impact the capacity requirements for the system. What are the associated forecast volumes per week associated with these drivers?

Forecast Volumes 100,000 500,000 5,000 Transactions Rate Per Hour Off Peak Peak Time Time 300 100 100 50 50 50 Off Peak Time 90 480

Period Measured 1 year 1 year quarter Response Time (95%) Peak Time < 5 Sec < 15 Sec < 15 Sec Off Peak Time < 5 Sec < 10 Sec < 10 Sec

Business Drivers

Forecast Volumes

Period Measured

What are the expected volumes and response times for Key Business Transactions? If possible, please provide additional information regarding the nature of these transactions, for example activate, cancel, modify, enquiry, update, polling, customer orders activation etc.

New Services Example Key Business This information will impact the design and capacity requirements for the Transaction system. It is also the basis for the scope of Performance Test, ie. Description Transactions / activities not defined here are deemed not critical therefore may Log-in not considered important enough to performance test. New Order Order Update Example User Numbers

Key Business Transaction Description

Transactions Rate Per Hour Peak Time

Response Time (95%) Off Peak Time

Off Peak Time Peak Time

Concurrent users Registered Users <10 >10 & <100 >100 & <500 >500 & <1000 Other (specify) User Numbers Peak Time

Concurrent users Registered Users Peak Time Off Peak Time

What are the expected number of Concurrent (activate) users during Peak and Off Peak Times? Further what is the total number of Registered users of the system?

This information may impact the capacity requirements and thus the design for <10 the system. >10 & <100 >100 & <500 >500 & <1000 Other (specify) This information may impact the capacity requirements and thus the design for Yes the system. No

Are there any business reports that have a fixed delivery time frame? Provide a list of user locations both domestic and international?

This information will impact the capacity requirements for the system.
External - Business to business External - Customer self serve This information may affect the level of criticality and perception of the system External - Third party call centres performance, particularly where the system will be used in a customer facing Internal - Front office situation as in the case of interactions performed by Customer Service Internal - Back office Representatives. Internal - Front and back office Combination of external & internal < 30 Minutes

10

What are the different types of users of the system?

11

For how long could the system be unavailable before there are contractual, regulatory or similar implications?

This is strongly related to the previous two questions and will help determine the manner that support personnel address system problems. This unavailability may relate to either system problems or batch processing.

< 4 hours < 1 day < 1 week Level 1 Level 2 Level 3 Level 4 Level 5 Business Weekly Monthly Quarterly Other (specify) Sample Data Category Sample Online Retention Period 3 months 7 years Sample Archive Period 3 years 7 years
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12

What level of support is being requested?

Refer to the Support Hrs tab as a guide to the range of example options provided for this question. It is important to discuss this issue with the business in detail. The Level of DR will also affect the option selected here.

13

How frequently would reporting on service management for the system be required?

This is to determine how often the system performance metrics, as specified by the Service Level Agreement, shall be required to be collected.

Data Category

Online Retention Period

14

How long will data need to be accessible on-line?

This information will impact the storage requirements for the system.

Customer Orders Invoices Sample Data Category

Data Category

Archive Period

15

How long will archiving be required?

This information will impact the storage requirements for the system.

Customer Orders Invoices

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> 5% negative impact on share value 16 What are the potential impacts to customer/shareholder perceptions in the event of an unplanned outage? This will help determine the exposure to disrepute that may result through a system failure. 2%-5% negative impact on share value < 2% negative impact on share value None Jeopardise contract > $5M per day 17 What are the potential consequential impacts to contractual obligations if the system fails? This will help determine the financial exposure that may result through a system failure. Jeopardise contract $2M - $5M per day Jeopardise contract < $2M per day N/A Marketing 18 What are the business drivers that are likely to impact This will assist in understanding whether there will be the need for a rapid the frequency of any potential changes to this configuration model or a release management based model with phased system? deliveries. Strategic Budget Regulatory compliance Other (specify) Quarterly Half-yearly Annually Other (specify) Provide a a description of any user training environment that may be required, including Maximum number of users to be trained at any given time User training locations Frequency of training required Period of training required

19

How frequently are development changes to this system be expected?

This will assist in the planning and number of test and other non-production environments required to deliver the service and support for any future changes or development changes.

20

This information will assist in the timely creation of the user training environment

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Version : 5 Release : 3 Status : DRAFT

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Hours of Support Options Description Level 1 Level 2 Level 3 Level 4 Full Support 00:00 24:00 7 days 08:00 24:00 7 days 08:00 24:00 7 days 08:00 18:00 Mon Fri N/A 00:00 08:00 7 days N/A 18:00 08:00 Mon Fri 00:00 24:00 Weekends & Public Holidays 18:00 24:00 Mon Fri Level 5 Business 08:00 18:00 Mon Fri 08:00 18:00 Mon - Fri 08:00 24:00 Weekends & Public Holidays N/A On-Call Support

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