Medical Center Information Systems

Operating Level Agreement (OLA) Template

About this template
This template provides a consistent format for all Operating Level Agreements (OLAs) between internal departments of OIT and/or MCIS (Service Providers). It addresses responsibilities and procedures for these internal departments, whose purpose is to provide IT services and support to the Duke community. The objective of the OLA is to present a clear, concise and measurable description of the services provided. For additional Service Provider responsibilities, refer to the related document, OIT Incident Management System Operations Policy (Remedy/ServiceWare).

How to use this template

Save this template under a new name before making any changes.
To save the template under a new name

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On the File menu, click Save As. The Save As window opens. In the Save in box, select the location for the new file. Enter a new name in the File name box. Click Save.

Use only the sections of this document relevant to the SLA being addressed. Delete any non-relevant sections. Delete any blue text during final revision. Blue text indicates instructional information. Replace pink text with appropriate relevant text. Pink text also indicates a crossreference you may need to modify or delete. Reformat pink text to black. Do not revise red text. Reformat red text to black during final revision. Delete the template watermark. 1 On the View menu, click Header and Footer. The Header and Footer toolbar opens. 2 In the document, select the template watermark. 3 Press DELETE. 4 Click Close in the Header and Footer toolbar. Change the header to reflect the appropriate Service Provider.
To change the header

To delete the template watermark

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On the View menu, click Header and Footer. The Header and Footer toolbar opens. Select and delete the appropriate items from the header. In the Header and Footer toolbar, click Close. Generate a new table of contents after final edits are made. 1 2 3 4 Right-click in the Contents. A context-sensitive menu appears. Select Update Field. The Update Table of Contents window opens. Select Update entire table. Click OK. The Contents is updated. Select this instructional page and press DELETE.
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To generate a new table of contents

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Medical Center Information Systems

Operating Level Agreement (OLA) for <Enterprise Application or Customer>

Contents
1General overview...............................................................................................................................................2 2Terms and conditions........................................................................................................................................3 3Supported services and charges......................................................................................................................4 4Party responsibilities.........................................................................................................................................4 5Service measures and reporting......................................................................................................................5 6Service enhancements (initiated by group requesting a service).................................................................5 7Reporting incidents...........................................................................................................................................5 8Change management (initiated by group providing service).........................................................................6 9Signatures of approval......................................................................................................................................8 Appendix A: Sample incidents...........................................................................................................................9 Appendix B: Supported hardware and software...............................................................................................9 Appendix C: Escalation worksheet (Remedy escalations by group)............................................................10 Appendix D: Procedure flowchart....................................................................................................................10

General overview

This template assumes that Group A requests services from Group B. Adjust the template verbiage as necessary to reflect the relationship between or among groups, as needed. Sample verbiage: This Operating Level Agreement (OLA) documents the information technology (IT) support services provided by <Office of Information Technology, OIT, and/or Medical Center Information Systems, MCIS> for support of <application or Customer>. The ultimate objective of this Agreement is to document internal IT support-group services and processes to ensure highquality and timely delivery of IT services to customers in the Duke community. This OLA directly addresses the internal IT structure required to support Customer (customer name) requirements. For details on Customer requirements, see related document <Service Level Agreement>. Parties List the groups and/or divisions covered by the OLA. For example: The parties affected by this OLA are: X Y Z Environment Insert a description of the working environments (including operating systems) involved in the OLA, as well as any other relevant environmental information. Contact persons List all relevant contact persons, for example: OIT Group A contact <Name> <Title> <E-mail address>
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Group B contact (etc.) <Name> <Title> <E-mail address>

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Medical Center Information Systems <Telephone number> MCIS Account Manager <Name> <Title> <E-mail address> <Telephone number> <Telephone number>

Implementation Manager <Name> <Title> <E-mail address> <Telephone number>

Product Manager <Name> <Title> <E-mail address> <Telephone number>

Terms and conditions

Agreement period This Agreement is valid from the effective date below and remains in effect throughout the life span of the services and/or applications supported. Effective date: Agreement review A representative of any of the parties (see Parties on page 2) may submit a written request for review of the Agreement to the designated review process owner at any time. The Agreement should be reviewed annually. In the absence of the completion of a review, the current Agreement will remain in effect. The review process owner will incorporate revisions into the Agreement if all parties mutually agree to the proposed changes. Last review: Next review:

Hours of coverage Sample verbiage: The procedures in this Agreement are followed from 8:00 A.M. to 5:00 P.M. Monday through Friday eastern time (except on University holidays). Group B support staff may request emergency support from Group A for urgent issues during non-covered hours by paging (919) 999-9999. Service goals Sample verbiage: Group B will respond (specify by telephone or e-mail message) to Group As issue (submitted through Remedy or an e-mail message) within: One hour (during business hours) for issues classified as urgent. Two hours (during business hours) for issues classified as high priority. Four hours (during business hours) for issues classified as medium priority. Eight hours (during business hours) for issues classified as low priority. Priority Response Escalates time every Low 8 2 hours Medium 4 1 hour High 2 30 min. Urgent 1 15 min. 3 Response times listed are in business hours.

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See Group A on page 4 for requirements on how Group A shall submit issues. A resolution may not be available at the time Group B contacts Group A, in which case Group B will attempt to estimate the time to resolution. Both groups will mutually determine an issues priority classification. See Appendix C: Escalation worksheet for specific escalation response goals. Sample issues may be documented in Appendix A: Sample incidents.

Supported services and charges

Services provided For departmental desktop support, specify all services, for example: Itemize the hardware, if any, covered in this Agreement (a detailed list may be documented in Appendix B: Supported hardware and software). Itemize the supported software and administrative applications. Specify supported central services. Specify the desktop services supported (for example, software installation/upgrades, network connectivity, recommendations for new hardware/software purchases). Sample verbiage: Group B agrees to provide technical support to users in Group A experiencing technical questions or problems with: <X> <Y> <Z> Charges Itemize the charges associated with the items in Services provided above, if any.

Party responsibilities
Group A Outline Group As responsibilities, for example: Group A agrees to: Follow appropriate procedures. Determine appropriate Remedy issue priority (low, medium, high or urgent) in cooperation with Group B. Request and schedule special services (for example, installation of new equipment, after-hours support) well in advance. Pay all charges associated with services rendered (see Supported services and charges on page 4). Be aware of and adhere to the Computing and Networking Acceptable Use Policy. See http://www.oit.duke.edu/oit/policy/CompNet.html. Be willing and available to provide critical information within <x> hours/minutes of receiving a request for information from Group B seeking to resolve a Group A issue.

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Medical Center Information Systems Group B List Group Bs responsibilities. (These can be also be categorized as Help Desk, Network and/or Application specific.) Group B agrees to: Meet response times associated with the priority assigned to issues. Generate and share with Group A periodic reports to monitor compliance with service goals (see Service goals on page 3). Maintain appropriately trained staff. Schedule maintenance (downtime) between 1:00 A.M. and 3:00 A.M. unless circumstances warrant performing maintenance at another time. Communicate in writing (e-mail) with Group A regarding issues involving change management (see Change management on page 6.

Service measures and reporting

Provide detail of how and how often services will be monitored, measured and reported to the Customer. Specify responsible parties. For example: On behalf of Group B, (add designees name) will provide Group A with the following reports in the intervals indicated ((monthly, quarterly, semi-annual, annual). Group A is responsible for delivering all reports to the Customer. Report name List reports here; for example, system uptime, system downtime, number of customer incidents reported, resolved, unresolved, etc. Reporting interval Delivery method Responsible party

Service enhancements (initiated by group requesting a service)

Sample verbiage: Services (as opposed to incidents; see Reporting incidents on page 5) are planned activities that the Group A knows will be required at some time in the future. Group A should request services by sending an e-mail message to the Group B (provide e-mail address) at least <x> days in advance. Group B will respond to requests for service received with appropriate advance notice (see Group A on page 4) within <x> hours/days.

Reporting incidents

Fully describe procedure for reporting issues, for example: Group A consults primary source of information (specify source). If primary source cannot resolve the issue, (specify procedure for consulting secondary and additional sources). Sample issues may be documented in Appendix A: Sample incidents.

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Change management (initiated by group providing service)

Define the process for managing changes to the Group As service, including enhancements or upgrades in products or services. Describe the anticipated scope of changes, including impact on availability of applications or network resources. Describe the change validation process, that is, how the success or completion of the change is verified and closure achieved, and who is responsible. For example: Change management refers to any event that alters the existing state of a Customers production IT services, including software, hardware, networks and facilities. Service Providers seek to minimize disruption of IT services by using a standard process to communicate and implement changes. Service Provider Change Management Customer notification and confirmation None.

Business impact Minor or repetitive changes considered part of the normal workflow with no affect on Customers business Small changes that have a documented and proven implementation process with little impact to the Customers business. Changes that may affect multiple applications and have a broad business impact. Changes that may affect multiple applications across multiple departments, with a significant impact to Customer business. Changes that must be performed in order to correct a faulty IT service having some impact on Customers business. Impact to business does not warrant immediate correction.

Examples Jack activation, request for Lotus Notes account.

Standard

Minor

Planned
Moderate

Major

Service Provider will advise Customer five working days in advance. Unconfirmed notification to Customer is acceptable. Service Provider will advise Customer five working days in advance. Customer must confirm notification. Service Provider will advise Customer ten working days in advance. Customer must confirm notification. Service Provider will advise Customer as soon as possible after knowing such a change is required. Confirmed notification is preferred.

Installing patch on NT server.

New OS or version upgrade, local communication room upgrade in network infrastructure. Replacing old information system with new.

Unplanned

Critical (After-hours)

Hung process on a server needs to be corrected before next tape backup is scheduled.

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Medical Center Information Systems Changes that must be performed in order to correct a faulty IT service having a major impact on Customers business. Impact to business requires immediate resolution. Service Provider will advise Customer after change implementation. Confirmed notification is preferred. Virus attack on network.

Emergency (Immediate)

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Signatures of approval

Provide space for all parties (including designee for OLA review) to sign the Agreement. By signing below, all parties agree to the terms and conditions described in this Agreement. Review Process Owner: Name Title Signature Date

Group A: Name Title Signature Date

Group B: Name Title Signature Date

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Appendix A: Sample incidents

Provide specific examples of issues and describe how they will be addressed.

Appendix B: Supported hardware and software

Sample verbiage: Supported hardware The following hardware is supported: Physical devices used for computing, such as desktop computers, portable computers and Personal Digital Assistants (PDAs). Physical devices used as peripherals to computing devices, including but not limited to printers, scanners, and PDA cradles. Network equipment and wiring that is provided by OIT or MCIS, such as network cables and temporary hubs/switches. Tape Backup Units Servers (list, if any). For example: Server X (OS only) Server Y Server Z (enterprise apps only) Administrative Novell file and print server Hardware services The following hardware services are provided: Recommendations. Group B is responsible for specifying and recommending hardware for purchase or lease. Installation. Group B will install, configure and customize desktop system hardware and operating systems. Upgrades. Group B can typically upgrade memory RAM and disk drives and install peripheral cards. Priority is to respond first to all issues that affect our Customers' ability to perform their jobs. Therefore, ability to perform upgrades is dependent on workload and the criticality of the need. Moves. Group B will move customers' hardware as requested. Diagnosis. Group B will diagnose problems with Group As hardware. Repair. (Specify any repair work covered by the OLA.) Backup. Group B agrees to fully back up all of Group As NetWare and Windows NT/2000 servers nightly every business day, as well as on a weekly and monthly basis. Nightly backups are retained for one week; weekly backups are retained for one month; monthly backups are retained for six months. Additional point-in-time backups are available upon request and retained as specified. Group A is responsible for the cost of all backup media. Group As staff may request data from a backup at any time by calling (specify name and telephone number). Group B-managed central servers are backed up for disaster recovery backup purposes every night and week. Hardware costs After prior approval, Group A bears all costs for new and replacement hardware, parts and materials. After prior approval, Group A bears all costs for labor. Unsupported hardware The following are representative, but not comprehensive, examples of hardware that is not supported: Copiers* Facsimile devices*
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Medical Center Information Systems Telephony equipment, except that directly connected to Service Provider-supported computing devices and part of a sponsored VOIP project Network equipment and wiring that is supported by other units *Such devices may be supported to the extent that they have network connectivity. Supported software The following software and applications are supported: Central systems such as DukeNet Personal computer software (list) Central services, such as e-mail, calendar, Web server (name specific services) Mainframe Academic software systems (for example, PeopleSoft, CourseInfo) Other supported administrative applications (give examples) Network connectivity (for example, for Hyperion Pillar, Lotus Notes, or general maintenance) Software services Group B agrees to cover software support services, including software installations and upgrades. Software costs Group A bears all costs for new and replacement software. Unsupported software Group B does not support <x>.

Appendix C: Escalation worksheet (Remedy escalations by group)

Attach separate escalation worksheet (use Appendix-OLA esc template.xls).

Appendix D: Procedure flowchart

This Appendix is a visual representation of Appendix C. Attach separate procedure flowchart (use Appendix-OLA flowchart template.vsd).
2002 Duke University

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