Table of Contents: The following content applies to all individual service level agreements
(SLA). The SLA's for each service can be found linked on the menu to
- Executive Summary
- Purpose: Technology
is increasingly critical to virtually all activities and services
whether or not they are administered by Technology and Information
Services Department (TIS) or external providers. The systems needed to
provide adequate and secure facilities for equipment and critical data
have become essential to support the demands of our organization. The
TIS Department and stakeholder team have developed a service level plan
that is adaptable to the various needs of the provided services. The
purpose of this Service Level Agreement (SLA) is to establish a
partnership/agreement between TIS Department and the stakeholders to
define services to ensure critical systems and data are properly
SLAs are written when new technology services are implemented within
the district that are supported by or interact with district
infrastructure. A stakeholder team meets with IT staff to draw up a
collaborative agreement which describes, defines or categorizes the
service, identifies stakeholders and support structures, and sets
service times and assurances. Each SLA is reviewed on an annual basis
to service levels are met and to identify efficiencies or changing
required service levels as the district's needs mature.
The BHM SLA's cover all IT hardware and software that is provided as a
centralized service. This includes services hosted within the data
center, the network, and cloud-based services supported by the
district. It does not include user level workstations or devices.
- Contract Duration
terms of the service level agreements will automatically renew on an
annual basis. Each agreement will be reviewed by a team annually and
comments will be noted of changes.
service level will be measured in the spring during the annual
technology review of goals and services. The measurements will be used
to ensure effective and efficient operations. If assurances are not met
notes will be made in the contract that will be used upon the annual
- Rules for Changes and Review
within the IT Infrastructure may arise re-actively in response to
problems, externally imposed requirements or proactively from seeking
improved efficiency and effectiveness or to enable or reflect business
initiatives, etc... Changes will be recorded and communicated to
service managers and all other parties affected by the change. Changes
will be evaluated by the Change Management Committee prior to
implementation. A implementation plan will be developed including
back-out processes etc. in accordance with the TIS change management
process: Review of all services will take place according to the
service provided requirements in the sub SLA's. The SLA's will be
reviewed no less then annually with all parties involved. The final
process of any change will be to review the SLA for that service to make
sure it is up to date and reflect the changes and all parties are in
- Rules for Termination
- Termination of any service will be communicated and agreed to by all parties involved. Effects on terminating a service on other services will be analyzed prior to termination of that service.
- Service-Level Definitions
- Critical/Major Service: A service that has a high impact across the district and significantly impacts other Critical or Primary services.
- Significant/Primary: A service that on its own is essential to the district to carry on business.
- Minor or Secondary: A service that on its own provides a benefit to efficient and effective operations of the district.
service-level measurements: Tools used within service level agreements
that are effective to measure the service being provided. These can
change with server location, server type, and hosting or infrastructure
- Unscheduled Downtime: Any downtime that was not initiated by the BHM Technology Staff.
and Unscheduled Maintenance: Scheduled maintenance is that which the
staff anticipated and was able to plan for. Unscheduled maintenance can
occur when systems fail or after unscheduled downtime occurs in order
to return services to their proper functioning state.
and priority codes may be used to indicate how resources will be
allocated if they are required simultaneously across multiple systems.
These codes will be for BHM Technology Staff to guide maintenance or
recovery procedures and process.
Appendices Attached Below: