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1、运营级别协议（OLA）服务提供者:客户：文档所有者:版本日期修订说明修订人1.02022-5-27新建运营级别协议模板审批信息审批人职级审批日期TableofContents1. AgreementOverview错误！未定义书签。2. Goals&Objectives33. Stakeholders34. PeriodicReview45. ServiceAgreement45.1. ServiceSpe45.2. ServiceComponents55.3. CustomerRequirements55.4. ServiceProviderRequirements65.5. Service
2、Assumptions66. ServiceManagement66.1. ServiceAvailability66.2. ServiceMeasurement76.3. ServiceReporting76.4. ServiceMaintenance86.5. ServiceRequests86.6. ServiceExceptions9Appendix A: AssociatedPolicies,ProcessesandProcedures10A.1ChangeManagement10A.2ReleaseManagement10A.3IncidentManagement10A.4Prob
3、lemManagement10A.5ConfigurationManagement11Appendix B: Definitions11Appendix C: Amendments11C.1Amendment1:LicenseFees111. .协议概述这份协议是服务提供者(IT服务台)和客户(灾备部)之间达成的用于支持和维护用户(灾备部)所要求的流程督办这项服务的一份运营级别协议(OLA)。ThisAgreementrepresentsanOperationalLevelAgreement(OLAor“Agreement”)betweentheServiceProvidergroupandS
4、erviceConsumerfortheprovisioningofITservicesrequiredtosupportandsustainSystemName,ServiceNameand/orassociatedServiceLevelAgreement(SLA).ThisAgreementremainsvaliduntilsupersededbyarevisedagreementmutuallyendorsedbythestakeholders.ChangesarerecordedintheAmendmentssectionofthisAgreementandareeffectiveu
5、ponmutualendorsementbytheprimarystakeholders.ThisAgreementoutlinestheparametersofallITservicescoveredastheyaremutuallyunderstoodbytheprimarystakeholders.ThisAgreementdoesnotsupersedecurrentprocessesandproceduresunlessexplicitlystatedherein.2. Goals&ObjectivesThepurposeofthisOperationalLevelAgreement
6、(44OLAmor“Agreement)istoensurethattheproperelementsandmmitmentsareinplacetoprovidensistentservicesupportanddeliverytotheCustomers)bytheServiceProviders).ThegoalofthisAgreementistoobtainmutualagreementforserviceprovisionbetweentheServiceProvider(三)andCustomers).TheobjectivesofthisAgreementareto:.Prov
7、ideclearreferencetoserviceownership,accountability,rolesand/orresponsibilities.Presentaclear,nciseandmeasurabledescriptionofserviceprovisiontothecustomer.Matchperceptionsofexpectedserviceprovisionwithactualservicesupport&delivery.Include/revisePurpose,Goaland/orObjectivesrelativetothespecificgoalsan
8、d/orservicesoftheorganization.3. StakeholdersThefollowingServiceProVider(三)andCustomers)willbeusedasthebasisoftheAgreementandrepresenttheprimarystakeholdersassociatedwiththisOLA:ITServiceProviders):ServicePrOVider(s)(Provider”)ITCustomers):Customer(s)fCustomerjThefollowingstakeholdersareresponsiblef
9、orthedeploymentandongoingsupportofthisagreement:(contactinformationmayincludeE-mailaddress,phonenumber,supportline,pager,etc.)StakeholderTitle/RoleContactInformationStakeholderTitle/RoleContactInformationStakeholderTitle/RoleContactInformationStakeholderTitle/RoleContactInformationStakeholderTitle/R
10、oleContactInformation4. PeriodicReviewThisAgreementisvalidfromtheEffectiveDateoutlinedhereinandisvaliduntiltheDateofTermination.TheAgreementshouldbereviewedataminimumonceperfiscalyear;however,inlieuofareviewduringanyperiodspecified,thecurrentAgreementwillremainineffect.TheDesignatedReviewOwner(Docum
11、entOwner)isresponsibleforfacilitatingregularreviewsofthisdocument.Contentsofthisdocumentmaybeamendedasrequired,providedmutualagreementisobtainedfromtheprimarystakeholdersandcommunicatedtoallaffectedparties.TheDocumentOwnerwillincorporateallsubsequentrevisionsandobtainmutualagreements/approvalsasrequ
12、ired.DesignatedReviewOwner:DocumentOwnerReviewPeriod:ReviewPeriodeg“Annuallyor“Quarterly”PreviousReviewDate:LastorPreviousReviewDateNextReviewDate:NextReviewDateThisAgreementwillbepostedtothefollowinglocationandwillbemadeaccessibletoallstakeholders:DumentLocation:OLADirectoryand/orLocation5. Service
13、AgreementInordertoeffectivelysupportServiceLevelAgreementsand/orotherdependentagreements,policies,processesand/orprocedures,specificserviceparametersmustbedefined.5.1. ServiceScopeThefollowingServicesarecoveredbythisAgreement;fulldescriptions,specificationsandstsareoutlinedintheITServiceCatalog.(Ref
14、erencestotheServiceCatalogmaybepastedintothisdocumentoraddedasanAppendixtotheAgreementforclarification,ifrequired)ReferenceNo.Service2.1.1BatchProcessing9.3.1DataBackup12.1-12.9ServiceSupport5.2. ServiceComponentsAsasubsetofservicesprovided,thephysicaland/orlogicalcomponentscoveredbythisAgreementinc
15、ludethefollowing:(Itemizeallapplicableinfrastructurecomponentsassociatedwithserviceprovision,includinganyhardwareand/orsoftware)ComponentNameComponentDescriptionComponentLocationApplicationServerXPrimaryapplicationserverforApplicationZIP255.255.255.255ApplicationServerYBackupapplicationserverforApplicationZIP255.255.255.255File&PrintServerZFile&PrinterServerforApplicationZIP255.255.255.255NetworkHubANetworkHubfor
