Manage ICT Team Assessment 2 v2.0: Service Level Agreement Contract for Bazaar Ceramics

This report discusses the Service Level Agreement Contract for Bazaar Ceramics submitted by Online Services Integration Pty Ltd. It covers the managed service level agreement terms, pricing details, and a signed agreement.

T-1.8.2
Details of Assessment
Term and Year Time allowed -
Assessment No 2 of 2 Assessment Weighting 50%
Assessment Type Written
Due Date Week No. 8 Room
Details of Subject
Qualification ICT60115 Advanced Diploma of Information Technology
Subject Name Manage ICT Team
Details of Unit(s) of competency
Unit Code (s) and
Names
BSBWOR502 Lead and manage team effectiveness
ICTICT602 Develop contracts and manage contracted performance
Details of Student
Student Name
College Student ID
Student Declaration: I declare that the work
submitted is my own, and has not been
copied or plagiarised from any person or
source. Signature: ___________________________
Date: _______/________/_______________
Details of Assessor
Assessor’s Name
Assessment Outcome
Results Competent Not Yet Competent Marks /50
FEEDBACK TO STUDENT
Progressive feedback to students, identifying gaps in competency and comments on positive improvements:
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Student Declaration: I declare that I have been
assessed in this unit, and I have been advised of my
result. I am also aware of my right to appeal and the
reassessment procedure.
Signature: ____________________________
Date: ____/_____/_____
Assessor Declaration: I declare that I have
conducted a fair, valid, reliable and flexible
assessment with this student, and I have provided
appropriate feedback
Student did not attend the feedback session.
Feedback provided on assessment.
Signature: ____________________________
Date: ____/_____/_____
Assessment (50 Marks) – Assignment / Written, Practical, Case Study
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T-1.8.2
SERVICE LEVEL AGREEEMENT
CONTRACT
FOR BAZAARR CERAMICS
SUBMITTED TO: -----
Bazaar Ceramics Pty Ltd
SUBMITTED BY: -----------
STUDENT NAME
IT Business Analyst/Project Manager
Online Services Integration Pty Ltd
DATE: DD MONTH YYYY
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T-1.8.2
Table of Contents
1. Introduction
2. Bazaar Ceramics Business Objective
3. Managed Service Level Agreement Terms
Current Service Level Agreement
Addition to the Service Level Agreement
4. Pricing Details
5. Signed Agreement
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T-1.8.2
1. Introduction
Business Ceramic studio was started twenty years ago which is small operating
organization in southern part of Australia. In the last few years, this studio has gone
through a large number of changes. Each member of this organization was mainly
responsible for proper designing and firing at their work. This particular studio marks this
sculptural piece for both the individual and corporate collector. At present, this
organization comes up with large number of products like Copper Red, Jun and Celadon.
The another range of products can be domestic range. There are large number of pieces
which are individual designed and crafted for highest quality. The customers should be
able design and hand craft a large number of products at given highest quality. Various
kinds of products are available which can be used in different range of products like
entire dinner set, coffee and ovenware in the provided range. This organization comes
up with some unique set of commands which are much focused to easily produce
Ceramic Art which is of highest quality for its customers.
In the coming pages of the report various objectives of Bazaar Ceramics Business
has been discussed in details. After that various managed service level terms which
comprises of current service level agreement and additional level agreement has been
discussed in details.
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T-1.8.2
2. Bazaar Ceramics Business Objective
Bazaar Ceramics comes up certain number of objectives like
 The ultimate goal of this organization is produce unique, contemporary and
Ceramic Art which is of highest quality.
 To provide best quality of Australian Ceramic and Art Design.
 It aims in providing extensive range of products and designed domestic ware.
 For providing technical excellence in the ceramic technology domain.
3. Managed Service Level Agreement Terms
Current Service Level Agreement
A service level agreement can be easily stated to be a contract between service
provider and end user which mainly defines the level of service which can expected from the
service provider. SLA are generally output based that is its ultimate goal is to follow the
certain rules and regulation followed by customers. SLA does not provide idea regarding the
fact that how the requested service will be provided or delivered. SLA are very popular
among the internal department of large organization. The use of IT helpdesk with other
departments allows various their performance to be easily recognized and appreciated. The
use of SLA is more common in various domains like outsourcing, cloud computing and other
domains to organization which can be considered to be a responsibility is transferred out to
large number of suppliers.
Addition to Service Level Agreement
SERVICE LEVEL AGREEMENT – HOSTING SERVICES
EXAMPLE
We know that the availability of your site is of utmost importance and entrusting your website
to Online Services Integration Pty Ltd is something that we take seriously. That's why we
have built the hosting industry's most aggressive Service Level Agreement (SLA) to cover
the multiple components that keep your site up and running.
Online Services Integration Pty Ltd.’s SLA is a contract between you, the customer, and
Online Services Integration Pty Ltd. It defines the terms of our responsibility and the money
back guaranty if our responsibilities are not met. We want our customers to feel at ease with
their decision to move their site to Online Services Integration Pty Ltd, and knowing that
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T-1.8.2
Online Services Integration Pty Ltd takes your site's uptime as seriously as you do is
imperative.
THE ONLINE SERVICES INTEGRATION PTY LTD SLA COVERS THREE COMPONENTS
THAT SUPPORT THE AVAILABILITY OF YOUR WEB SITE
NETWORK
We guaranty that our data center network will be available 99.999 % of the time in a given
month, excluding scheduled maintenance. The data center network means the portion of the
Online Services Integration Pty Ltd network extending from the outbound port on your edge
device to the outbound port of the data center border router and includes Online Services
Integration Pty Ltd managed switches, routers, cabling.
INFRASTRUCTURE SERVER SERVICES
We guaranty that data center and power will be functioning 99.999 % of the time in a given
month, excluding scheduled maintenance. Power includes UPSs, PDUs and cabling, but
does not include the power supplies on your servers. Infrastructure downtime exists when a
particular server is shut down due to power or heat problems.
ONLINE SERVICES INTEGRATION PTY LTD GUARANTY:
NETWORK
We will credit your account 5% of the monthly fee for each 30 minutes of network downtime,
up to 100% of your monthly fee for the affected server.
INFRASTRUCTURE SERVER SERVICES
Online Services Integration Pty Ltd will credit your account 5% of the monthly fee for each 30
minutes of infrastructure downtime, up to 100% of your monthly fee for the affected
server(s).
Our Service Levels Structure are:
Server Availability and Network Availability;
Latency; and
Response Delay for Emergency Incidents
Service Level Description of Service Level Service Level Target
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T-1.8.2
Server Availability
The hardware and hypervisor layers
delivering individual Cloud Servers
are available and responding to the
Monitoring Tool. “Cloud Servers”
are virtual machines as described in
the Service Description. A Service
Level Failure occurs when
Availability falls below the Service
Level Target.
99.999% Availability of
Cloud Servers
Network Availability
The network components of the
Online Services Integration Pty Ltd
are available and responding to the
Monitoring Tool. The “Online
Services Integration Pty Ltd”
comprises the border routers,
firewalls, load balancers and
switches in the relevant MCP. A
Service Level Failure occurs when
Availability falls below the Service
Level Target.
99.999% Availability of the
Online Services Integration
Pty Ltd
Latency
The time taken for a data packet to
travel between Cloud Servers in the
same VLAN. Latency is measured
by the Monitoring Tool. A Service
Level Failure occurs when Latency
exceeds the Service Level Target.
<= 1ms
Response Delay for
Emergency Incidents
The elapsed time between when
you report an Emergency Incident to
the Global Service Centre and when
we contact you about that
Emergency Incident. A Service
Level Failure occurs when the
elapsed time exceeds the Service
Level Target.
<= 30 minutes
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T-1.8.2
1. Calculation of Service Level Credits
The Service Level Credit for a Service Level Failure is calculated as follows:
Service Level Credit = Service Level Credit Percentage X Fees Paid
Where
Service Level Percentage is determined by reference to the Duration of the Service Level Failure using the
table in section 2 and
Fees Paid is the Fees you paid for Usage in the calendar month for the Location in which the Service Level
Failure occurred.
Service Level Credits are calculated each calendar month and may only be requested for the month in which
they occur. The Duration of a Service Level Failure resets to zero at the end of the month and does not “carry
over” to the following month.
Where Client applies Tech Ops Services (as defined in the Service Description for Optional Services) or Client
has configured Anti-Affinity (as that term is defined in the Public IaaS Service Description) in both cases in
connection with all Cloud Servers, then increased Service Level Credits may be payable (“Rebate
Enhancement” applies).
Service Level Credits are capped and the total Service Level Credits payable for all Service Level Failures in a
particular calendar month in a particular Location may not exceed: (i) where Rebate Enhancement applies 100%
of the Fees Paid; or (ii) in all other cases, 50% of the Fees Paid.
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T-1.8.2
2. Service Level Credit Percentages
For Server Availability and Network Availability the Service Level Credit Percentages are:
Where Rebate Enhancement applies:
Duration of Service Level Failure Service Level Credit Percentage
<26 sec 0%
26 sec – 30 min 2%
30 – 60 min 10%
60 - 300 min 20%
300 – 540 min 50%
>540 min 100%
Where Rebate Enhancement do not apply:
Duration of Service Level Failure Service Level Credit Percentage
<26 sec 0%
26 sec – 60 min 2%
60 - 300 min 10%
300 – 540 min 20%
>540 min 50%
For Latency and Response Delay for Emergency Incidents the Service Level Credit Percentages are:
Duration of Service Level Failure Service Level Credit Percentage
<30 min 0%
30 – 240 min 2%
>240 min 20%
3. Limitations and Restrictions
Service Level Failures may not be caused by and Service Level Credits are not payable for:
(i) Excusing Events; or
(ii) suspension or termination of the Service under the Terms of Service.
If a single event or series of related events (“Event”) results in more than one Service Level Failure, you may
only request one Service Level Credit for that Event but you can elect which Service Level Credit you request.
For example, if in connection with an Event you request a Service Level Credit for Network Availability, you may
not also request a Service Level Credit for Server Availability, Latency or Response Delay for Emergency
Incidents.
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T-1.8.2
Service Level Credits are your sole and exclusive remedy and our sole and exclusive liability for failure to meet
Service Levels.
4. Pricing Details
Please provide pricing details for current SLA (less server/management cost)
Please provide pricing details for additional SLA – web hosting services
Please provide this information in your own table format and with clarity of total monthly cost.
5. Signed Agreements
This document forms a Service Level Agreement Contract between Bazaar Ceramics and
Online Services Integration Pty Ltd for a period of 36 months
------
CEO
Online Service Integration Pty Ltd
-------
Chief Executive Office
Bazaar Ceramic Pty Ltd
DDMONTHYYYY DDMONTHYYYY
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T-1.8.2
SLA MONITOR DOCUMENT
FOR BAZAARR CERAMICS
SUBMITTED TO: -----
Bazaar Ceramics Pty Ltd
SUBMITTED BY: -----------
STUDENT NAME
IT Business Analyst/Project Manager
Online Services Integration Pty Ltd
DATE: DD MONTH YYYY
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T-1.8.2
Table of Contents
1. Client Feedback
2. Internal Feedback to Client Issues
3. Issue and Solution – Performance Log
4. Variation to SLA
Managed Service Level Agreement Terms
Revised Service Level Agreement
Addition to Service Level Agreement
5. Pricing Details
6. Signed Agreement
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T-1.8.2
6. Client Feedback
DATE:
Attendees:
Client Problems
Identified
Other
misunderstanding
identified
Achievements to
SLA are met? How
Client Desired
Outcome
The major problem
that has been
identified is the
latency which is
generally greater
than the service
level agreement.
Another major
misunderstanding
that has identified is
the response during
the time of
emergency which is
much more.
The achievements
of the SLA has been
made by making use
of various domains
which includes the
outsourcing, cloud
computing and other
domains
The desired
outcome of the
clients is that the
latency should be
reduced long with
the reduction in the
time related to
response for any
emergency event.
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T-1.8.2
7. Internal Feedback to Client Issues
(Please work with only 1 Issue identified above. Objective is to recommend a variation to
previous new SLA provided)
ISSUE 1:
Negotiation with Client on issue (if any)
The latency is to be reduced which is generally considered to be a function of the tuning,
tweaking and upgrading of the components that includes the software and the hardware
along with the mechanical systems. Prefetching or multithreading can be used in order to
remove or hide the latency. Besides this parallelism can be used across multiple execution
threads.
Action Items to complete for client satisfaction
The action item that is need in order to complete for the client satisfaction includes the
reduction of latency along with increasing of the performance which is to be done by
including the uninstallation of the unnecessary programs along with optimization of the
network and upgrading of the software configurations or by overclocking the hardware.
Brief details of contract variation to be applied
The testing of the latency would be varying from application to application. There is a
requirement of special and complex equipment’s along with knowledge of some special
commands and programs. In the networking field the estimated latency in the software or the
server would be determined by running of the ping command. So the information’s related to
latency can be gathered through all the hops by tracing the route command.
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T-1.8.2
8. Issue and Resolution - Performance Log
Resolution to Issue Testing Period Client Review
Date
ISSUE 1: Implement Test Environment:
Monitor Test Environment:
Confirm satisfactory Yes/No
Deploy Changes:
The above table repeats if client is not satisfied
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T-1.8.2
9. Variation to SLA
Managed Service Level Agreement Terms
Revised Service Level Agreement
Please choose an appropriate current SLA here again. Preferably a higher SLA for your
previous choice of (Yellow to Green).
Addition to Service Level Agreement
Customer based SLA is to be used. This is a SLA which is generally considered to be an
agreement with the customer which is associated with covering all the services that are to be
used by the customer. The organization is associated with providing several services for the
business and the customers, and if all the service levels are documented in one service level
agreement for the provided services, it will be a customer based SLA.
Online Services Integration Pty Ltd.’s SLA is a contract between you, the customer, and
Online Services Integration Pty Ltd. It defines the terms of our responsibility and the money
back guaranty if our responsibilities are not met. We want our customers to feel at ease with
their decision to move their site to Online Services Integration Pty Ltd, and knowing that
Online Services Integration Pty Ltd takes your site's uptime as seriously as you do is
imperative.
THE ONLINE SERVICES INTEGRATION PTY LTD SLA COVERS THREE COMPONENTS
THAT SUPPORT THE AVAILABILITY OF YOUR WEB SITE
NETWORK
We guaranty that our data center network will be available 99.999 % of the time in a given
month, excluding scheduled maintenance. The data center network means the portion of the
Online Services Integration Pty Ltd network extending from the outbound port on your edge
device to the outbound port of the data center border router and includes Online Services
Integration Pty Ltd managed switches, routers, cabling.
INFRASTRUCTURE SERVER SERVICES
We guaranty that data center and power will be functioning 99.999 % of the time in a given
month, excluding scheduled maintenance. Power includes UPSs, PDUs and cabling, but
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T-1.8.2
does not include the power supplies on your servers. Infrastructure downtime exists when a
particular server is shut down due to power or heat problems.
ONLINE SERVICES INTEGRATION PTY LTD GUARANTY:
NETWORK
We will credit your account 5% of the monthly fee for each 30 minutes of network downtime,
up to 100% of your monthly fee for the affected server.
INFRASTRUCTURE SERVER SERVICES
Online Services Integration Pty Ltd will credit your account 5% of the monthly fee for each 30
minutes of infrastructure downtime, up to 100% of your monthly fee for the affected
server(s).
Our Service Levels Structure are:
Server Availability and Network Availability;
Latency; and
Response Delay for Emergency Incidents
Service Level Description of Service Level Service Level Target
Server Availability
The hardware and hypervisor layers
delivering individual Cloud Servers
are available and responding to the
Monitoring Tool. “Cloud Servers”
are virtual machines as described in
the Service Description. A Service
Level Failure occurs when
Availability falls below the Service
Level Target.
99.999% Availability of
Cloud Servers
Network Availability The network components of the
Online Services Integration Pty Ltd
are available and responding to the
Monitoring Tool. The “Online
Services Integration Pty Ltd”
comprises the border routers,
firewalls, load balancers and
switches in the relevant MCP. A
Service Level Failure occurs when
99.999% Availability of the
Online Services Integration
Pty Ltd
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T-1.8.2
Availability falls below the Service
Level Target.
Latency
The time taken for a data packet to
travel between Cloud Servers in the
same VLAN. Latency is measured
by the Monitoring Tool. A Service
Level Failure occurs when Latency
exceeds the Service Level Target.
<= 1ms
Response Delay for
Emergency Incidents
The elapsed time between when
you report an Emergency Incident to
the Global Service Centre and when
we contact you about that
Emergency Incident. A Service
Level Failure occurs when the
elapsed time exceeds the Service
Level Target.
<= 30 minutes
Manage ICT Team, Assessment 2, v2.0 Page 18

T-1.8.2
1. Calculation of Service Level Credits
The Service Level Credit for a Service Level Failure is calculated as follows:
Service Level Credit = Service Level Credit Percentage X Fees Paid
Where
Service Level Percentage is determined by reference to the Duration of the Service Level Failure using the
table in section 2 and
Fees Paid is the Fees you paid for Usage in the calendar month for the Location in which the Service Level
Failure occurred.
Service Level Credits are calculated each calendar month and may only be requested for the month in which
they occur. The Duration of a Service Level Failure resets to zero at the end of the month and does not “carry
over” to the following month.
Where Client applies Tech Ops Services (as defined in the Service Description for Optional Services) or Client
has configured Anti-Affinity (as that term is defined in the Public IaaS Service Description) in both cases in
connection with all Cloud Servers, then increased Service Level Credits may be payable (“Rebate
Enhancement” applies).
Service Level Credits are capped and the total Service Level Credits payable for all Service Level Failures in a
particular calendar month in a particular Location may not exceed: (i) where Rebate Enhancement applies 100%
of the Fees Paid; or (ii) in all other cases, 50% of the Fees Paid.
2. Service Level Credit Percentages
For Server Availability and Network Availability the Service Level Credit Percentages are:
Where Rebate Enhancement applies:
Duration of Service Level Failure Service Level Credit Percentage
<26 sec 0%
26 sec – 30 min 2%
30 – 60 min 10%
60 - 300 min 20%
300 – 540 min 50%
>540 min 100%
Where Rebate Enhancement do not apply:
Duration of Service Level Failure Service Level Credit Percentage
<26 sec 0%
26 sec – 60 min 2%
60 - 300 min 10%
300 – 540 min 20%
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T-1.8.2
>540 min 50%
For Latency and Response Delay for Emergency Incidents the Service Level Credit Percentages are:
Duration of Service Level Failure Service Level Credit Percentage
<30 min 0%
30 – 240 min 2%
>240 min 20%
3. Limitations and Restrictions
Service Level Failures may not be caused by and Service Level Credits are not payable for:
(i) Excusing Events; or
(ii) suspension or termination of the Service under the Terms of Service.
If a single event or series of related events (“Event”) results in more than one Service Level Failure, you may
only request one Service Level Credit for that Event but you can elect which Service Level Credit you request.
For example, if in connection with an Event you request a Service Level Credit for Network Availability, you may
not also request a Service Level Credit for Server Availability, Latency or Response Delay for Emergency
Incidents.
Service Level Credits are your sole and exclusive remedy and our sole and exclusive liability for failure to meet
Service Levels.
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T-1.8.2
10. Pricing Details
Cost of SLA OLD and NEW
SLA 1:
Less number of servers
along with the management
cost
Uptime: 99.90%
Recovery:
Existence of delays in the
server not more than 10
minutes.
The cost related to
management is less and
Performance: Latency with
no more than 50ms and
speed of at least 18 MB/s
Provisioning:
Online support and resolving
of problems within six
working days.
Cost: $250 per TB per month
SLA 2:
Web Hosting service
Uptime: 99.99%
Recovery:
Backups present in the cloud
Backups restored in an easy
way and fast
Performance: Latency with
no more than 2000ms and
speed of at least 20 MB/s
Provisioning:
Online support and resolving
of problems along with
providing of extra storage
Cost: $200 per TB per month
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T-1.8.2
11. SIGNED AGREEMENT
This document forms a Service Level Agreement Contract between Bazaar Ceramics and
Online Services Integration Pty Ltd for a period of 36 months
------
CEO
Online Service Integration Pty Ltd
-------
Chief Executive Office
Bazaar Ceramic Pty Ltd
DDMONTHYYYY DDMONTHYYYY
Manage ICT Team, Assessment 2, v2.0 Page 22