ICT4Leeds Service Level Agreement The Customer The Provider ICT Services Leeds City Council Selectapost 16 Apex Centre 8 Apex Way LEEDS LS11 5LT 0113 3368999 Page 1 ICT4Leeds Service Level Agreement CONTENTS 1. INTRODUCTION 3 2. PURPOSE 3 3. SLA VARIATIONS, CHANGES OR ADDITIONS 3 4. RESPONSIBILITIES 3 5. ICT4LEEDS OFFERING 4 6. SERVICE AVAILABILITY AND MAINTENANCE TIMES 4 7. ICT4LEEDS SERVICE CENTRE 5 8. RESPONSE AND RESOLUTION TARGETS 5 9. ESCALATION 7 10. CHANGE MANAGEMENT 8 11. PENALTIES 8 12. GLOSSARY 9 Page 2 ICT4Leeds Service Level Agreement 1. INTRODUCTION ICT4Leeds is managed by Leeds City Council ICT Services and provides connectivity, filtered on-line access, email and support to Schools. This ICT Service Level Agreement (SLA) forms part of a structured series of documents relating to the ICT4Leeds Service. This SLA document shall be reviewed on an annual basis to ensure an accurate reflection of the services delivered and the levels to which they shall be provided. The ICT Service shall continue to develop and improve the content of the SLAs in line with Customer requirements, feedback and best practice frameworks. 2. PURPOSE The purpose of this ICT Service Level Agreement (SLA) is to define the services provided by ICT4Leeds to their Customers, the agreed Service Levels and the measurements by which these levels shall be assessed and reviewed. The SLA also identifies the responsibilities of all parties and any limitations or constraints upon these parties. 3. SLA VARIATIONS, CHANGES OR ADDITIONS Following commencement of the ICT4Leeds Service, variations, changes or additions to existing services shall be managed via the business relationship manager of Leeds City Councils’ Children’s Services. The Customers and business relationship manager will establish strong links, e.g. through Families of Schools meetings. Communication and liaison with Customers and the user base are at the heart of the processes. 4. RESPONSIBILITIES Leeds City Council ICT Service shall: i. ii. iii. iv. v. vi. vii. viii. ix. provide services as defined within this Service Level Agreement establish and maintain working relationships with Suppliers and Customers maintain documentation on products and services covered within this SLA be accountable for quality of service delivered provide a single point of contact for reporting service issues provide a means of escalation of service issues produce service level reports covering services provided under this agreement facilitate service review meetings annually review this document Page 3 ICT4Leeds Service Level Agreement The Customer shall: i. ii. iii. iv. v. vi. vii. viii. ix. x. xi. provide ICT4Leeds Services with an up-to-date contact list follow current published procedures for logging faults with the Service Centre assist ICT4Leeds Services in the implementation of changes by providing information and resources as appropriate provide access for authorised Suppliers including remote access utilising a secure encrypted connection use all reasonable endeavours to execute requests and provide information in a timely fashion. ICT4Leeds Service time calculations shall omit the Customer time taken to complete delegated actions and requests. use telephone reporting (i.e. person to person) for all incidents take all reasonable measures to ensure that all ICT4Leeds products or services are maintained fully up-to-date with the latest software updates and are backed up assist the operator in troubleshooting and resolving the incident during the call report clearly and concisely the nature of the incident including error messages received provide a competent individual to be trained on how to administer the internet filtering interface or take central administration from ICT4Leeds Service be responsible for any amendments made to the internet filtering interface. 5. ICT4LEEDS OFFERING ICT4Leeds Services shall provide access for Customers to the following Core Services which shall be available securely via the internet or via Leeds City Council’s network: i. ii. iii. iv. v. Connectivity Safe On-Line Access - internet filtering Email Telephony Access to Leeds City Council core services i.e. finance, etc. 6. SERVICE AVAILABILITY AND MAINTENANCE TIMES Services shall be available during core service hours: Monday – Friday: 0800 – 1730 excluding public holidays. During core service hours, ICT Services staff shall be available via the ICT Service Centre to respond to calls placed by Customers. ‘Out of hours’ is the period outside ‘core service hours’ and includes Saturdays, Sundays and bank holidays. During ‘Out of Hours’, there is no service support. Planned maintenance activities affecting service delivery shall be scheduled to take place outside core hours unless ICT Services deems a more urgent requirement. ICT Services shall endeavour to provide 5 working days’ notice of any planned maintenance. Page 4 ICT4Leeds Service Level Agreement 7. ICT4LEEDS SERVICE CENTRE The Service Centre shall: i. be the primary point of contact for all incidents, service requests and ICT advice relating to the delivery of ICT Services (0113) 3368999 ii. provide a call reference number for all calls that result in an incident being raised iii. provide the Customer with status updates. 8. RESPONSE AND RESOLUTION TARGETS Service Level Targets are broken into two sections: Response and Resolution. Response: The Customer shall receive an acknowledgement (by email, SMS or voice) within 15 minutes of logging an incident by telephone. The response shall indicate the priority (as defined in the table below) and the estimated time for a resolution based on the resolution targets. Level of Priority System Status Critical (Priority 1) denotes system is down; business is critically affected; all or majority of users affected. High (Priority 2) denotes system is impaired; business is adversely affected but is operational; large proportion of users affected Medium (Priority 3) denotes the system is operating but that a small proportion of users (e.g. 4-5 users) are unable to access non-critical systems Low (Priority 4) denotes system is operating but with a minor functionality loss Resolution: Resolution time is the time taken from the first report to the Service Centre until the incident has been closed. If service restoration has been achieved, the Service Centre shall confirm this with the Customer. If after 3 failed attempts to confirm this, the incident shall be closed. Should the Customer later inform Service Centre that the solution has not been effective (within 7 days) then the relevant incident case number shall be re-opened. Page 5 ICT4Leeds Service Level Agreement Some types of call raised with the Service Centre will be categorised as first time fix, meaning the aim is to resolve the call on first contact. If this cannot be achieved the service resolution targets are defined in the table below: Incident Management Level of Priority Target Resolution Incidents met within agreed timescale Critical priority incidents resolved within 1 working day 85% High priority incidents resolved within 2 working days 80% Medium priority incidents resolved within 5 working days 80% Low priority incidents resolved within 7 working days 80% Core Service Target Resolution URL Blocks 4 working hours in 90% of cases Targets A set of default service targets have been defined for the ICT4Leeds Service. Targets are measured during the working day. There are no target offerings outside of these hours. The ICT4Leeds Service will be available except for: i. planned downtime for maintenance ii. power failures or other external factors that are beyond the control of Leeds City Council’s ICT Services iii. force majeure events including but not limited to Acts of God, labour strikes, sabotage, natural disaster and national emergency. Page 6 ICT4Leeds Service Level Agreement The ICT Service Centre works towards the following Key Performance Indicators: Key Performance Indicator Target Call answer rates (per month) 70% calls answered in 30 seconds Call abandonment rates (per month) No more than 7% of total calls abandoned First time fix rate (incidents) – percentage of calls resolved by an operator during the initial call. 70% or more of calls to be resolved on first contact 9. ESCALATION Users may contact the ICT Service Centre for an update on progress. If a user remains unsatisfied, they may contact the Service Centre Manager (via the ICT Service Centre) quoting the relevant reference number. Any major incidents that occur shall be escalated to the Service Centre Manager, who shall inform the Business Relationship Manager who shall relay up-to-date information directly to the Customer. ICT Incident Escalation Process The Customer should initially contact the Service Centre to ascertain the current status. A Service Centre Officer shall provide an update within 30 minutes. All details relating to the escalation shall be entered into the work log for the incident. The Service Centre’s key aim on receiving an escalation is to take ownership of the management of the resolution. The initial person receiving the escalation shall take responsibility for the call. These are the contact details in the event of an incident, service or business issue requiring escalation: Page 7 ICT4Leeds Service Level Agreement Escalation Role Contact Names and Details To resolve Service Desk issues or expedite an incident Service Desk Managers Salma Ahmed [email protected] Chimene Blain chimene.blain@ leeds.gov.uk 0113 33368999 To resolve Service Centre issues or expedite an incident Service Centre Level 1 Manager Phil Elvidge [email protected] 07891 275238 To progress unresolved service issues Andrew Byrom Support Services Manager [email protected] 0113 3950553 To resolve school business relationship management issues Children’s Services Senior Business Relationship Manager Girish Solanki [email protected] 07877 865370 10. CHANGE MANAGEMENT ICT’s Change Management team work to ensure all changes made to the ICT infrastructure are logged and the correct approval has been made before any change goes ahead. This approval is to ensure the change does not have an adverse impact on any other service within the ICT infrastructure, that the change is taking place at a time which has minimal impact on the organisation and to ensure effective communication has been made. Changes shall be communicated in advance to Customer Network Managers with a minimum of 5 working days’ notice unless the change is classed by ICT Services as urgent or important. Certain services shall be unavailable occasionally to allow for scheduled maintenance, testing and controlled changes. All of these shall be notified to the business via the Change Management process. 11. PENALTIES Any penalties received by Leeds City Council relating to ICT4Leeds Service shall be used for the benefit of the ICT4Leeds Service. Page 8 ICT4Leeds Service Level Agreement 12. GLOSSARY BRM Customer Escalation ICT4Leeds Service ICT Service ITIL User Page 9 The business relationship manager (BRM) will:  manage the ICT business relationship with Customers  assist Customers achieve their business ambitions by supporting their business planning and prioritisation  manage the dialogue with Customers in relation to service (SLA) performance  provide the business and Customer perspective into ICT led projects and initiatives. The Customer is the service owner whom has a responsibility for the costs of the service and shall define service requirements and business need. An escalation is an activity that obtains additional resources when these are needed to meet Service Level Targets or Customer expectations. The service offering provided by Leeds City Council Leeds City Council’s Information and Communication Technology Service Information Technology Infrastructure Library - a set of Best Practice guidance for IT Service Management The person who uses the service on a day-to-day basis ICT4Leeds Service Level Agreement