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

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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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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