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Change History
Version
1
Date
??.??.??
Authors
??
Changes
Creation
2
3
4
5
6
7
8
9
10
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Content
1
2
3
4
Introduction ............................................................................................................. 5
1.1
Subject of the Agreement .......................................................................................... 5
1.2
Objectives of the Agreement ...................................................................................... 5
1.3
Scope of the Agreement ............................................................................................ 5
1.4
Used Terms .............................................................................................................. 5
1.4.1
Overview ........................................................................................................... 5
1.4.2
Release, Update, Patch, Hotfix ............................................................................. 5
1.4.3
Support Levels.................................................................................................... 6
1.4.4
Support Ticket .................................................................................................... 6
1.4.5
Transition .......................................................................................................... 6
Conditions ................................................................................................................ 7
2.1
Roles and Contacts on Customers side ........................................................................ 7
2.2
Communication to GEFASOFT..................................................................................... 7
2.3
Language ................................................................................................................. 7
2.4
Remote Access.......................................................................................................... 7
2.5
Operation Manual ...................................................................................................... 7
2.6
Ticket System ........................................................................................................... 8
2.7
Time Specifications.................................................................................................... 8
2.8
Operational Time, Service Time and Standby Time ....................................................... 8
2.9
System Changes ....................................................................................................... 9
Enclosed Services and Service Qualities ................................................................ 10
3.1
Enclosed Services - Overview and Assignment ........................................................... 10
3.2
Service Quality - Release Management (Software Maintenance) .................................. 11
3.3
Service Quality - Event Management ......................................................................... 11
3.4
Service Quality - Incident Management ..................................................................... 11
3.4.1
Solving Quality and Options ............................................................................... 11
3.4.2
Ticket Priorities ................................................................................................. 12
3.5
Service Quality - Change Management ...................................................................... 12
3.6
Service Quality - Request Fulfilment Management ...................................................... 12
3.7
Service Qualität – Variabler Service ........................................................................... 12
Other Conditions .................................................................................................... 14
4.1
Commercial Conditions ............................................................................................ 14
4.1
Changes of this Agreement ...................................................................................... 14
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5
4.2
Service Interrupts.................................................................................................... 14
4.3
Liability and Warranty .............................................................................................. 14
Appendix - Service Descriptions ............................................................................ 15
5.1
Overview ................................................................................................................ 15
5.2
Release Management (Software Maintenance) ........................................................... 15
5.2.1
Overview ......................................................................................................... 15
5.2.2
Service Description ........................................................................................... 15
5.3
Event Management ................................................................................................. 16
5.4
Incident Management .............................................................................................. 16
5.4.1
Overview ......................................................................................................... 16
5.4.2
Service Description ........................................................................................... 16
5.5
Change Management ............................................................................................... 17
5.5.1
Overview ......................................................................................................... 17
5.5.2
Service Description ........................................................................................... 18
5.6
Request Fulfilment Management ............................................................................... 19
5.6.1
Overview ......................................................................................................... 19
5.6.2
Service Description ........................................................................................... 19
5.7
Problem Management .............................................................................................. 20
5.8
Variable Services ..................................................................................................... 20
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1 Introduction
1.1 Subject of the Agreement
Subject of this Service Level Agreement (SLA) is the provision of hereafter defined services by
GEFASOFT AG, in the following referred to as GEFASOFT, for the [customer name], in the
following referred to as "customer", covering the following Legato applications:
System Name
Plant / Location
?????
?????
?????
?????
1.2 Objectives of the Agreement
•
Definition of the business relationship between GEFASOFT and the customer with regards to
technical services.
•
Achieves a specific, constant, and measureable support level for the customer.
•
Detailed description of conditions for technical services.
•
Detailed description of technical services provides by GEFASOFT to the customer.
1.3 Scope of the Agreement
The technical services specified hereafter are related to the software product "Legato" from
GEFASOFT, hereafter referred as "software product". Thus all components of this software
product delivered by GEFASOFT are covered.
Software components from other suppliers, like operating systems, middleware etc., are not
covered, except of different specifications within this agreement hereafter.
1.4 Used Terms
1.4.1 Overview
The structure, the used terms, and the described service processes, are defined according to IT
Infrastructure Library (ITIL) in version 3 (see http://www.itil-officialsite.com). ITIL defines a
structuring of services into different subareas.
1.4.2 Release, Update, Patch, Hotfix
•
A new release is a defined version of the software product and usually contains changes and
functional extensions on a larger scale. A release may arise from further developments due to
legal requirements, technical progress (e.g. new product versions of 3rd party software and
destination platforms), or functional extensions as reaction to requirements from the market. A
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so called major release is indicated by increase of the first digit of the version number and
arises from fundamental changes or extensions.
•
An update arises from smaller function changes or in connection with adjustments to a new
system environment (e.g. operating system, JDK, database, etc.)
•
A patch or hotfix is necessary, if errors occur that cause inacceptable limitations of functions
and therefore must be fixed short-term.
1.4.3 Support Levels
Service operation is divided into the sections first, second, and third level support.
•
First level support (also called user help desk) is the first contact point for incoming requests
for support. The support employee is responsible for complete recording of the requests
including all required additional information and also handles them mostly independently as
far possible. Objective is the selection of problems and quick solving of the largest possible
number of problems.
•
Second level support supports first level support by forwarding more complex questions and
problems to the respective qualified employees and specialists and then presenting the found
solution.
If the request is beyond the know-how of the processing employee, third level support is engaged,
consisting of specialists, developers, and administrators that endeavor to achieve a solution.
1.4.4 Support Ticket
By Means of support tickets every action done within this agreement, like processing of an
incident or change, is documented. In general tickets will be created by the customer and executed
by GEFSOFT. GEFASOFT may also create tickets for documentation of activities which are not
forced by the customer.
1.4.5 Transition
During the so called "Transition" an operation manual will be created in cooperation between both
contracting partners. All preconditions for a smooth system operation mentioned due to this
agreement will be set during transition on both sides.
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2 Conditions
2.1 Roles and Contacts on Customers side
Name
Department
Role
?????
?????
Application responsible
?????
?????
Operations responsible
?????
?????
Key-User
?????
?????
Key-User
?????
?????
Key-User
2.2 Communication to GEFASOFT
Communication Type
Address / Number
Phone for common questions
+49 89 125565-0
e-mail for common questions
[email protected]
Phone - regular support
+49 89 125565-???
Phone – support hotline
(Incident Management only)
+49 89 125565-???
e-mail support
[email protected]
Ticket system support
www.gefasoft.???
2.3 Language
The entire communication to the support of GEFASOFT AG can be done in German or English
language.
2.4 Remote Access
A remote access via VPN to all related server systems is needed as long as this agreement is
effective. The customer is responsible for an efficient remote connection to all related servers.
The remote access must be available with start of this agreement and the necessary access data
must be transmitted to GEFASOFT directly.
The necessary configurations, e.g. firewalls, VPN accounts etc., are done by customer's IT
department.
2.5 Operation Manual
An operation manual have to be created and released in cooperation and this manual is the basic
for entire and smooth operations. The conditions and workflows for every service mentioned in
this agreement, as well as all necessary organizational ant technical interfaces are described in
detail.
The operation manual describes how the services will be done (in opposite to the SLA, which
describes which services will be done).
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The operation manual will be created within the so called "Transition" by GEFASOFT supported
by the customer.
2.6 Ticket System
By means of the "Ticket System" support tickets (see at 1.4.4) may be created, commented and
executed. Therefore it is the central platform for communications in this service project.
GEFASOFTS' Ticket System is in use for this project. By start of the project GEFASOFT creates
users for the customer and provides access data to the customer.
or...
Customers' Ticket System is in use for this project. By start of the project the customer creates users
for GEFASOFT and provides access data to GEFASOFT.
The access to the ticket system is described in 2.2 and in detail within the operation manual.
2.7 Time Specifications
All time specifications are related to the time zone of GEFASOFT in Munich (CET / CEST + 01:00).
2.8 Operational Time, Service Time and Standby Time
Time Specification Type
Time Range
Operational Time of system and of
connected facilities
Monday – Friday: 08:00 – 17:00
Service Time
Monday – Friday: 06:00 – 22:00, Saturday 06:00 – 14:00
Except of the following days / Bavarian holidays:
01.01
06.01.
03.10
01.11
24.12
25.12
26.12
Business Time
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New Year
Heilig 3 Könige
Karfreitag
Ostermontag
Christi Himmelfahrt
Pfingstmontag
Fronleichnam
Maria Himmelfahrt
National Holiday
Allerheiligen
Heiliger Abend
1. Weihnachtsfeiertag
2. Weihnachtsfeiertag
Monday – Friday: 17:00 – 08:00
except of the days / Bavarian holidays mentioned above
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2.9 System Changes
Major changes on the system(s), such as integration of new interfaces / additional functional
modules or movement to new hardware platforms with changed remote access, which are carried
out by the customer, have to be reported to GEFASOFT in written form.
GEFASOFT may refuse the continuation of this SLA after such changes for an important reason.
GEFASOFT will prepare a quotation at the start of the next 12-month-period for the additional
costs, which may result from this changes, to include the modifications to the agreement.
All system changes within this agreement that are carried out by GEFASOFT, will be done only in
coordination with and after authorization by the application manager.
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3 Enclosed Services and Service Qualities
3.1 Enclosed Services - Overview and Assignment
The fields of responsibility of contracting parties are displayed in the matrix below. A detailed
description of roles and responsibilities can be found in the RACI matrix (operation manual).
Configuration Item
RM
EM
IM+PM
CM
FM
Server hardware
C
C
C
C
C
Network
C
C
C
C
C
Operation systems of servers
S
S
S
S
S
Middleware – Oracle DB
S
S
S
S
S
G
Middleware – web application server
S
S
S
S
S
G
Middleware-???
VS
G
Legato database application
G
--
1C/23G
C/S/G
C/S/G
G
Legato ApplicationEngine
G
--
1C/23G
C/S/G
C/S/G
G
Legato web application
G
--
1C/23G
C/S/G
C/S/G
G
Legato database Gateway
G
--
1C/23G
C/S/G
C/S/G
G
Legato Engineering-Tools (LC2, SVG-Designer)
G
--
1K/23G
--
--
--
Service Operation Manual
G
--
--
G
--
G
G = GEFASOFT, C = Customer, S = Service provider contracted by the customer, -- = undefined responsibility
1 = 1st-Level-Support, 2 = 2nd-Level-Support, 3 = 3rd-Level-Support
RM
Release Management
EM
Event Management
IM
Incident Management
CM
Change Management
FM
Request Fulfilment Management
PM
Problem Management
VS
Variable Services
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3.2 Service Quality - Release Management (Software Maintenance)
Item / Option
Description
Processing Time
Business Time - see at 2.8
Response Time
Within the Business Time - regular within one labor day, without guarantee.
Reference Customer
After successful implementation, the customer is available as reference for GEFASOFT
for other prospective customers. Thereof result the following rights of GEFASOFT and
obligations of the customer:
• Creation of a reference report by the customer based on a template of GEFASOFT.
• Occasional answering of telephone inquiries of prospective customers by the
customer.
• GEFASOFT has the right to use name and logo of the customer as well as the
reference report(s) for the homepage of GEFASOFT.
Active
3.3 Service Quality - Event Management
Item / Option
Description
Processing Time
Business Time – see at 2.8
Option "Status Report"
Creating a status report for every ??? month / quarter ??? containing an overview for
the load of essential system resources (e.g. table spaces).
Active
3.4 Service Quality - Incident Management
3.4.1 Solving Quality and Options
Item / Option
Description
Solving quality concerning
tickets with priority "low"
During " Business Time" (see at 2.8):
90% within 45 hours
Solving quality concerning
tickets with priority "medium"
During "Business Time" (see at 2.8):
90% within 9 hours
Solving quality concerning
tickets with priority "high"
During "Business Time" (see at 2.8):
90%within 4 hours after the service department was informed about the ticket
creation via phone.
Option "Standby" for tickets
with priority "high" beyond
Business Time
During "Service Time" (see at 2.8):
90%within 4 hours after the service department was informed about the ticket
creation via phone.
Option "Problem Management"
Additional service only in combination with "Incident Management"
Option "Stervice Report"
Creating a service report for every ??? month / quarter ??? containing an overview for
the processed tickets within the periode.
Active
The solution time starts with the reporting of the incident in the ticket system. For tickets with
priority "High", additionally the GEFASOFT stand-by support must be called via phone. The
solution time for tickets with priority "High" starts after the call has ended and can't be interrupted
/ suspended.
The solution time for tickets with priority "Low" and "Medium" runs only during the "Service
Times".
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GEFASOFT reserves its right to interrupt / suspend the solution time for tickets with priority
"Low" and "Medium" under the following conditions:
•
Important information is missing in the ticket which can't be procured immediately and
which prevents initial processing.
•
Settings at configuration items need to be done which can't be accessed by GEFASOFT.
•
For further processing, GEFASOFT requires information from the customer which can't be
procured immediately.
3.4.2 Ticket Priorities
For prioritization of incidents wihtin the ticket system the following criteria's are valid:
Prioritization
Criteria's
Low
- all incidents that are not categorized as "medium" or "high"
- general questions and user support
- alle incidents concerning integration- or test systems
Medium
- the incident affects more than ten users
- temporary failure of a software functionality
- business relevant reporting function is affected
High
- the incident affects more than 100 users
- complete failure of a software functionality
- impacts on fundamental business processes, especially on production, exists
3.5 Service Quality - Change Management
Item / Option
Description
Processing Time
Business Time – see at 2.8
Installation of Updates
Installation of ?? updates concerning the software product (releases or patches) incl.
planning, test, execution and documentation. p.a.
Active
3.6 Service Quality - Request Fulfilment Management
Item / Option
Description
Processing Time
Business Time – see at 2.8
Active
3.7 Service Qualität – Variabler Service
Item / Option
Description
Processing Time
Business Time – see at 2.8
aktiv
Consulting for questions concerning parameterization and configuration
Creating and changing of BIRT reports
Creating and changing of SVG views
Creating and changing of jobs running at ApplicationEngine
Changing of basic parameterization and configuration via LC2
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Item / Option
Description
aktiv
Changing in existing gateway projects / configurations
Implementation of automatized changes to the parameterization (e.g. general
renaming of elements by SQL)
Creating and maintain of parameterization manuals and operation manuals
Support of the operation responsible at installation of releases, updates, and patches
Support of the operation responsible at creation of backups and recovery
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4 Other Conditions
4.1 Commercial Conditions
All commercial conditions like costs, payment conditions and contract duration are agreed by
means of offers / orders related to this agreement.
4.1 Changes of this Agreement
Evers change of this agreement must be done in written form and have to be agreed from both
contract partners.
4.2 Service Interrupts
Service interrupts may occur due to break downs and failures within technical infrastructure. E.g.:
•
Communication connections and remote access between GEFASOFT and customer
•
Infrastructure for access on customers' side
•
Server und PCs on GEFASOFTs' side
If such interrupts and failures leads to reduced services or a breakdown of services, GEFASOFT
will inform the customer immediately about the service interrupt. In parallel GEFASOFT will work
with all available resources on repairing the infrastructure.
4.3 Liability and Warranty
GEFASOFT is not liable for problems and faults which cannot be solved within this agreement or
problems and faults which occurs due to regular and carefully done work within this agreement.
Liability for indirect damages, direct damages, consequential damages, and third party damages is
limited to € 1.000.000.
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5 Appendix - Service Descriptions
5.1 Overview
Hereafter the following services are described in detail, whether they are included in this
agreement or not:
•
RM, Release Management
•
EM , Event Management
•
IM, Incident Management
•
CM, Change Management
•
FM , Request Fulfilment Management
•
PM, Problem Management
•
VS, Variable Services
5.2 Release Management (Software Maintenance)
5.2.1 Overview
The Release Management (also called "Software Maintenance") is the basic service that have to
be delivered by GEFASOFT. It is required for all other services.
The following activities are included:
•
Release Management with information about new software releases
•
Update Service with provision of new releases, updates, patches, and hotfixes
•
Customer Support how to use the software within the product description by the GEFASOFT
support-team
5.2.2 Service Description
Informations regarding new releases and patches concerning the software product via e-mail to
the application responsible person.
Update service including provision of new releases, updates, patches, and hotfixes concerning the
software products.
The software is always provided as "standard software". Project- or customer-specific adjustments
possibly must be done manually in the new version. These manual adjustments are not covered by
this agreement.
The installation of new releases and updates as well as patches or hotfixes on the customer system
is not covered by this agreement.
User support for regular operations and configurations, covered by the standardized
documentation of the software product, by the support team of GEFASOFT. Right to communicate
with the support team during the service times mentioned below.
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5.3 Event Management
The service "Event Management" covers monitoring and controlling of configuration items
(hard- and software), in common PCs and software processes, by means of automatically
generated and transmitted events (events may also be generated manually by the customer via
ticket system).
This service is also named as "Process Management" in common.
The transmitted events will be filtered, classified and categorized by GEFASOFT, and, if needed,
suitable activities are initiated. This activities will be created in one of the following services:
•
Incident Management
•
Request Fulfilment Management
•
Change Management
5.4 Incident Management
5.4.1 Overview
An "Incident" is defined as an urgently or immediately expected lost of system performance. The
goal of incident management is to reduce or stop the impact of incidents.
This goal may be achieved due to problem solving immediately or by means of a work around. In
parallel problems may be handled over to the "Problem Management" and later on lead to a
"Change" of the software product.
According to ITIL the service covers several processes described below.
5.4.2 Service Description
5.4.2.1 Incident Management Support
GEFASOFT allocates a sufficient number of competend, qualified employees as well as the
required IT infrastructure (ticketing system, tools, and IT general).
5.4.2.2 Incident Recording
Incidents will be recorded by means of a ticket system by which receipt, confirmation,
classification, and processing of support requests are executed.
All incidents have to be entered into the ticket system. For incidents with priority "high", the
support hotline must additionally be informed by telephone.
5.4.2.3 Incident Categorizaton and Prioritization
The categorization and prioritzation of incidents will be done wihtin the ticket system base on
defined criterias (see at "Service Qualities").
5.4.2.4 Incident Handling by First-Level-Support
The first recording and categorization, so called as first level support, will be done by customers'
employees (key user or operations responsible). So it is ensured, that only persons who are
qualified and authorized, communicate with GEFASOFT on defined channels.
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5.4.2.5 Incident Handling by Second Level Support
Qualified employees of GEFASOFT take over incident tickets from first level support (customer)
by means of the ticket system. They analyze the problem by means of the transmitted error
description and try to localize, identify and solve the problem.
After analyzing tickets may be handled over to the "Third Level Support" or other service teams
(e.g. network service, database service, etc.) or even may be closed, if they are not covered by this
agreement.
5.4.2.6 Incident Handling by Third Level Support
Ticket processing within the "Third Level Support" is performed by GEFASOFTs support team and
employees from development department (problem analyses by means of source codes) and / or
consulting department (specific analyses of project related problems).
Based on these analyses problems may be handled over to "Problem Management" if necessary.
5.4.2.7 Incident Monitoring
The support employees are monitoring the processing state of actual incidents by means of the
ticket system and also due to regular monitoring of the inbox of support e-mail account.
5.4.2.8 Incident Escalation
Incident tickets will be escalated due to new findings, e.g. by changing the prioritization, if
necessary.
5.4.2.9 Incident Completion
Incident will be closed in the ticket system with statement of comments and error notes. All
available information regarding the incident will be saved for the purposes of traceability and
documentation.
5.4.2.10 Incident Evaluation
The experiences out of incident management shall be used for incident processing in the future. In
weekly meetings of the GEFASOFT support team experiences will be evaluated and new records
to the known error database (KEDB) may be assigned if useful.
5.4.2.11 Proactive User Information
Proactive user information aim on the one hand at a reduction of user requests, on the other hand
they serve as preparation for (possible) downtimes due to support.
If the GEFASOFT support team has any associated information, they will forward them promptly
to the operation responsible in written form.
5.5 Change Management
5.5.1 Overview
System "Changes" or interventions concerning the systems' hardware or software. E.g. the
following activities are classified as "Changes":
•
Updates and Patches concerning the operation systems
•
Updates, Patches or Bug-Fixes concerning the software product
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•
Changes of system functions and related changes in system the configuration of the software
product (Database, Web Application, Gateway, ApplicationEngine)
•
Emergency Changes
•
Changes to the hardware or to interfaces to other systems
According to ITIL the service covers several processes described below.
5.5.2 Service Description
5.5.2.1 Change Management Support
GEFASOFT allocates a sufficient number of competend, qualified employees as well as the
required IT infrastructure (ticketing system, tools, and IT general).
5.5.2.2 Change Recording
Change Requests are transmitted in written form via e-mail or directly via ticket system by the
customer.
GEFASOFT acknowledges the request by (creating and) changing the state of the ticket ("in
Process").
5.5.2.3 Change Evaluation
The change request is evaluated by GEFASOFT AG regarding its realizability, effort and time
frame. The result of this evaluation is an offer or a denial, if realization is impossible, provided to
the customer.
Due to an order provided by the customer the next steps will be started. If the offer is denied the
change request and the concerning ticket will be closed.
5.5.2.4 Change Planning, Test, Release, and Implementation
After receiving of customers order planning, test release and implementation takes place,
according to the offer / order.
5.5.2.5 Change Monitoring
The support employees monitor the state of processing of the change and note this state by means
of the ticket system.
5.5.2.6 Change Completion and Evaluation
After implementation the related change ticket will be closed with some additional notes
concerning the change process. All available information regarding the change will be saved for
the purposes of traceability and documentation.
5.5.2.7 Emergency Change
The change process described above is not applicable in case of emergencies, e.g. if quick
installation of a hotfix is necessary. In this case it has to be distinguished whether the (potential or
existing) case of emergency was first detected by GEFASOFT (a) or the customer (b):
(a) If the necessary hotfix or patch is available, GEFASOFT AG will inform the customer
immediately. Detailed information about the problem are provided and it is described, in what
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way the patch or hotfix has to be installed. The installation will be done by the customer or the
customer will send an order for installation to GEFASO´FT via e-mail or ticket system.
(b) The customer enters the emergency change request with high prioritization ("high") into the
ticket system. Due to the high prioritization, GEFASOFT AG will react quickly and, in
consideration of the necessary diligence (to avoid further problems) analog to the processing of
regular changes, design a proposal for solution.
5.6 Request Fulfilment Management
5.6.1 Overview
The Service "Request fulfilment Management" covers minor and quick changes or interventions
concerning the systems' software configuration. E.g. the following activities are classified as
"Request Fulfilment":
•
Password changes
•
Creation of users and changing user rights
•
Extension or change of existing configuration within existing templates
According to ITIL the service covers several processes described below.
5.6.2 Service Description
5.6.2.1 Request Fulfilment Support
GEFASOFT allocates a sufficient number of competend, qualified employees as well as the
required IT infrastructure (ticketing system, tools, and IT general).
5.6.2.2 Request Recording and Categorization
Requests are transmitted in written form via e-mail or directly via ticket system by the customer.
GEFASOFT acknowledges the request by (creating and) changing the state of the ticket ("in
Process"). Generally request tickets will be handled with priority "low" or "medium".
5.6.2.3 Request Implementation
The support employees executes the request promptly, unless the request has further (possibly
incalculable) consequences in the employee's opinion.
5.6.2.4 Request Completion and Evaluation
After execution the related request ticket will be closed with some additional notes. All available
information regarding the request will be saved for the purposes of traceability and
documentation.
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5.7 Problem Management
Goal of the "Problem Management" service is to reduce or avoid known problems in a sustainable
way. The service is combined with the service "Incident Management" and covers the following
activities:
•
Identification of the reasons of problems out rom incidents
•
Identification of the reasons of problems due to regular support work
•
Creation of notes regarding potential optimizations and creation of proposals for solution
•
Handover of problem descriptions and proposals for solution to the development
•
Prove of solution (new release or patch) concerning function and sustainable problem solving
5.8 Variable Services
These general services are not covered by the ITIL compliant services mentioned above, but may
be necessary for smooth system operations. All activities will be done after request due to the
customer. The enclosed activities for the recent project are described in chapter 3.7.
Version 1.0, February 4, 2015
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