ITIL SERVICE LEVEL AGREEMENT /

OPERATIONAL LEVEL AGREEMENT

INTRODUCTION

<Overview of document>

SERVICE NAME

<Email service>

SERVICE CONTRACT EFFECTIVE DATES

<January 1, 2023 – December 31, 2023>

PURPOSE What will be provided and how will it benefit customers?

<The IT service desk will provide incoming and outgoing email to all employees.>

SCOPE Include services covered and exclusions.

RESPONSIBILITIES Who is responsible and how problems are managed.

<All problems will be documented, assigned, and resolved by first level support specialists. User will be updated on problem status and notified when the problem is resolved.>

CRITICALITY Include all assets dependent on this service and the business impact that may be caused by interruption.

OBJECTIVES What should the customer expect of the service – hours, availability?

<Email service will be available 24/7/365. IT service desk support will be available 9:00 a.m. – 5:00 p.m. ET, Monday through Friday. IT service desk support will not be available on holidays or weekends. High availability is expected during business hours. Occasional planned outages will occur for maintenance and upgrade. These will take place outside of business hours. Employees will be notified via company-wide email of any planned outages.>

RESPONSE Include response and prioritization commitment.

SEVERITY	RESPONSE TIME
System Down	Immediate
Critical	Within 1 hour
Urgent	Within 2 hours
Important	Within 1 business day

COMMUNICATION

< Interruptions should be immediately reported to the IT service desk via email, telephone, or self-service portal.>

MEASUREMENTS How will the IT service desk measure success?

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