Project Management Assignment - Task C: Service Level Agreement Report

This report presents a Service Level Agreement (SLA) designed for Diamond Video Rentals in the context of implementing an Enterprise Resource Planning (ERP) system. It outlines the summary of support requirements, including technical, on-site, InfoZone, and forum support, with details on the duration of the contract (5 years), the areas of support (database management, storage, image services, etc.), methods and levels of support, hours of support (24x7), and the definition of priority levels (critical, high, normal, project) with corresponding response times. The report also covers communication methods (email and telephonic), costing (standard renewal fees), SLA implementation including warranties, exclusions, customer responsibilities, methods for service level monitoring (ARM), the process for handling complaints, and the process for changing the content of the SLA. The document aims to ensure good service, customer satisfaction, and a trusted source of information for the entire agreement.

Running head: PROJECT MANAGEMENT
Project management: Task C- Service level agreement
Name of the Student
Name of the University
Author’s Note

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Table of Contents
Task C: Service level agreement.....................................................................................................2
1. Summary of support requirements...........................................................................................2
2. SLA service requirements........................................................................................................2
2.1 Duration of the contract.....................................................................................................2
2.2 Area of support..................................................................................................................2
2.3 Methods and levels of support...........................................................................................3
2.4 Hours of support................................................................................................................3
2.5 Definition of priority levels...............................................................................................3
2.6 Response time according to priority..................................................................................4
2.7 Communication methods...................................................................................................4
2.8 Costing...............................................................................................................................5
3. SLA implementation which includes:.....................................................................................5
3.1 Warrantees and exclusions................................................................................................5
3.2 Customer responsibilities...................................................................................................5
3.3 Method for service level monitoring.................................................................................6
3.4 Process of handling complaints or concerns......................................................................6
3.5 Process for changing the content of SLA..........................................................................7
Bibliography....................................................................................................................................8

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Task C: Service level agreement
1. Summary of support requirements
The ERP system which is suggested for the organization “Diamond Video Rentals” will
be helpful in guaranteeing good service and generally helps in keeping the customers happy and
satisfied. It is found that it generally helps in avoiding misunderstanding and further assists in
providing a very much trusted source of information for the entire agreement. The various ERP
system support requirements include technical support, on-site support, InfoZone as well as
Forums. It is found that helpdesk support will be provided with the help of either email or
telephone for resolving the issues of the customers whereas on-site support is considered ideal
for the implementation of new solutions for users who will generally take new roles. In addition
to this, InfoZone support will be provided with the help of customer portal whereas forums will
be utilized for engaging in different types of discussion about the specific product.
2. SLA service requirements
2.1 Duration of the contract
It is found that the ERP service provider and the organization “Diamond video Rentals”
will create a commitment or contract of 5 years for providing proper quality of service to the
organization.
2.2 Area of support
The different area off support that is provided by enterprise resource planning software
are listed below:
 Database management
 Storage of data

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 Image services
 File services
 Customer service
 Customer support services
2.3 Methods and levels of support
Core services Supported Level of service
Database management Yes High
Storage of data Yes High
Image services Yes High
File services Yes High
Customer service Yes Medium
Customer support services Yes Medium
2.4 Hours of support
It is found that 24x7 support will be provided by the service provider to Diamond video
rentals for meeting the expectations as well as needs of the organization so that the organization
can be able to operate efficiently by making the customers satisfied and boosting the sales.
2.5 Definition of priority levels
The priority level tab page helps in reflecting the first panel with proper overview about
the basic request parameters as well as second panel on which one can specify five different
priorities.
Priority 1 (Critical): The users of the organization are unable to perform their job
functions.

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Priority 2 (High): Technical issue arises or the ERP software is not working properly for
performing the operations.
Priority 3 (Normal): Malfunctioning of the software application and answering of
customer requests.
Priority 4 (Project): Requests that is associated with customization of application
programming as well as upgradation of the software.
2.6 Response time according to priority
The response time will be quite high and it will be quite dependent on the technical issue
that is being raised with the help of phone, mobile or through other methods. It is found that the
operating hours of the organization is 9 am to 5 pm from Monday to Saturday and if any query is
raised after office hours then it will be resolved in the next working day. The response time as
per priority is reflected below:
Priority 1 (Critical): Within 1 working day
Priority 2 (High): Within 2 working days.
Priority 3 (Normal): Within 3 working days.
Priority 4 (Project): Within 5 working days.
2.7 Communication methods
It is found that different types of communication method including Email as well as
telephonic conversations will be utilized to meet the customer service by utilizing the service
level agreement. In addition to this, diamond video rentals can employ various types of

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communication platform for automating messages and properly distributing them through
different channels.
2.8 Costing
It is found that the standard renewal fees for an ERP is 10% of the entire software costs.
It is found that if the cost of the software is around $40,000, then the cost of standard renewal
will be 4,000.
3. SLA implementation which includes:
3.1 Warrantees and exclusions
ERP warrants during the entire term of this agreement that the service will meet the
various service levels. If the ERP is unable to meet the service level then ERP will provide
customer as a credit. Furthermore, any of the credit will be conditioned upon the customer
providing ERP written notice of such type of failure will be sent to the official email Id by the
11th day of the following month.
The SLA excludes the following:
 Failure of the customer to comply properly with the agreement
 Failure of the customers to cooperate during installation, testing as well as
troubleshooting based activities
 Service interruptions created by the 3rd party service provider
3.2 Customer responsibilities
The responsibilities include:
 Be familiar with the process that are used by ERP system in order to manage the
operations of the organization.

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 Responding properly to the inquiries in order to resolve issues and for successfully
handling service requests.
 Following proper notification based processes for contracting user services in order to
receive proper level of service.
3.3 Method for service level monitoring
Aggregation and refinement-based monitoring (ARM) is mainly utilized for reducing the
information exchange. It is found that ARM not only reduces unnecessary reporting through
different types of selective refinement but it also performs properly across wide range of traffic
loads. It is considered as one of the most significant approach or method that is utilized for
service level agreement.
3.4 Process of handling complaints or concerns
The process of handling complaints is mainly listed below:
Acknowledge: It is necessary to properly ensure that the complaints generally receive
proper formal written acknowledgement.
Investigate: It is quite important to properly investigate various aspects of the complaints
both externally as well as internally in order to make sure that different key facts are determined.
Resolve and confirm: It is quite important to ensure that the final solution that is taken is
quite clear as well as fair.
Respond to customer: In this particular step, proper resolution with timescales is
provided to the customers.

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Follow up: This step is undertaken for ensuring that the complaints are followed up for
confirming that the customers are mainly satisfied with the response time.
3.5 Process for changing the content of SLA
The steps that are mainly undertaken in order to change the content of SLA are mainly
listed below:
 If one of the SLA is mainly associated with the change that is based on the entire contract
then customer SLA is added.
 If proper contact has proper individual based subscription then service based subscription
is mainly added within the change.
 If the contact has neither then there will be no service based SLA which will be added to
the change.

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Bibliography
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agreement management for a cloud-based system. ACM Computing Surveys (CSUR), 47(3), p.51.
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Stanik, A., Koerner, M. and Kao, O., 2015. Service-level agreement aggregation for quality of
service-aware federated cloud networking. IET Networks, 4(5), pp.264-269.

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Wazir, U., Khan, F.G. and Shah, S., 2016. Service level agreement in cloud computing: A
survey. International Journal of Computer Science and Information Security, 14(6), p.324.
Zainelabden, A.A., Ibrahim, A., Kliazovich, D. and Bouvry, P., 2016, June. On service level
agreement assurance in cloud computing data centers. In 2016 IEEE 9th International
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