Service Level Agreement Example

for

Generic Web and Application Hosting

This agreement is between IT Service Management

and it’s Business Partners

Effective Date: From: To:

Organization: Service Management

Title: Generic Web and Application
Hosting
Version: 1.0
Author:
Distribution:
 Table of Contents

Document History........................................................................................................................... 5
1.0 Introduction.......................................................................................................................... 6
1.1 Purpose of the Service Level Agreement......................................................................6
1.2 How to Use This Document...........................................................................................6
1.3 Responsibilities to the Customer...................................................................................6
2.0 Interpretations...................................................................................................................... 7
2.1 Abbreviations................................................................................................................. 7
2.2 Terms............................................................................................................................ 7
3.0 Problem Handling (via Global 24x7 Support).......................................................................8
3.1 Problem Handling Flow.................................................................................................. 8
3.2 Priority Table................................................................................................................. 8
3.3 Contacts........................................................................................................................ 9
3.4 Non-Response Escalation............................................................................................. 9
3.5 Escalation Outside of SLA............................................................................................. 9
4.0 Performance Measures...................................................................................................... 10
4.1 Connectivity................................................................................................................. 10
4.2 Monitoring & Capacity Planning...................................................................................10
4.3 Resilience & Fault Tolerance.......................................................................................10
5.0 Service Downtime.............................................................................................................. 11
5.1 Planned or Scheduled Downtime.................................................................................11
5.2 Unplanned or Unscheduled Downtime........................................................................11
5.3 Outages....................................................................................................................... 11
6.0 Security.............................................................................................................................. 12
6.1 Physical....................................................................................................................... 12
6.2 Data Protection............................................................................................................ 12
6.3 Confidential Data......................................................................................................... 12
6.4 Commercially Sensitive Data.......................................................................................12
6.5 E-Commerce Data....................................................................................................... 12
6.6 Remote Access............................................................................................................ 13
6.7 Third-Party Access to Information and Data................................................................13
7.0 Customer Responsibilities.................................................................................................. 14
8.0 Change Control and Management.....................................................................................15
8.1 Customer Requests..................................................................................................... 15
8.2 XYZ-Company Requests............................................................................................. 15
9.0 Service Description: Standard Web Service......................................................................16
9.1 Introduction.................................................................................................................. 16
9.2 Hardware..................................................................................................................... 16
9.3 Software...................................................................................................................... 16
9.4 Functionality................................................................................................................ 16
9.5 Reporting / Measurement............................................................................................ 16
9.6 Request Process......................................................................................................... 16
10.0 Service Description: Advanced Application Service.....................................................17
10.1 Introduction.................................................................................................................. 17
10.2 Hardware..................................................................................................................... 17
10.3 Software...................................................................................................................... 17
10.4 Functionality................................................................................................................ 17
10.5 Reporting / Measurement............................................................................................ 17
10.6 Request Process......................................................................................................... 17
11.0 Service Description: International User Registration (IUR)..........................................18
11.1 Introduction.................................................................................................................. 18
11.2 Hardware..................................................................................................................... 18
11.3 Software...................................................................................................................... 18
11.4 Functionality................................................................................................................ 18
11.5 Reporting / Measurement............................................................................................ 18
 11.6 Request Process......................................................................................................... 18
12.0 Service Description: Personalisation Services Interface (PSI).....................................20
12.1 Introduction.................................................................................................................. 20
12.2 Hardware..................................................................................................................... 20
12.3 Software...................................................................................................................... 20
12.4 Functionality................................................................................................................ 20
12.5 Reporting / Measurement............................................................................................ 20
12.6 Request Process......................................................................................................... 20
13.0 Service Description: Domain Name Management.......................................................21
13.1 13.1 Introduction.......................................................................................................... 21
13.2 Hardware..................................................................................................................... 21
13.3 Software...................................................................................................................... 21
13.4 Functionality................................................................................................................ 21
13.5 Reporting / Measurement............................................................................................ 21
13.6 Request Process......................................................................................................... 21
14.0 Service Description: Vanity / Alias Mail........................................................................22
14.1 Introduction.................................................................................................................. 22
14.2 Hardware..................................................................................................................... 22
14.3 Software...................................................................................................................... 22
14.4 Functionality................................................................................................................ 22
14.5 Reporting / Measurement............................................................................................ 22
14.6 Request Process......................................................................................................... 22
15.0 Service Description: Mass Mail....................................................................................23
15.1 Introduction.................................................................................................................. 23
15.2 Hardware..................................................................................................................... 23
15.3 Software...................................................................................................................... 23
15.4 Functionality................................................................................................................ 23
15.5 Reporting / Measurement............................................................................................ 23
15.6 Request Process......................................................................................................... 23
16.0 Service Description: Quality Assurance.......................................................................24
16.1 Introduction.................................................................................................................. 24
16.2 Hardware..................................................................................................................... 24
16.3 Software...................................................................................................................... 24
16.4 Functionality................................................................................................................ 24
16.5 Reporting / Measurement............................................................................................ 24
16.6 Request Process......................................................................................................... 24
17.0 Service: International D-Cards.....................................................................................25
17.1 Introduction.................................................................................................................. 25
17.2 Hardware..................................................................................................................... 25
17.3 Software...................................................................................................................... 25
17.4 Functionality................................................................................................................ 25
17.5 Reporting / Measurement............................................................................................ 25
17.6 Request Process......................................................................................................... 25
18.0 Service Description: Search Engine Optimization & Submission.................................26
18.1 Introduction.................................................................................................................. 26
18.2 Hardware..................................................................................................................... 26
18.3 Software...................................................................................................................... 26
18.4 Functionality................................................................................................................ 26
18.5 Reporting / Measurement............................................................................................ 26
18.6 Request Process......................................................................................................... 26
19.0 Service Description: HitBox Site Analysis....................................................................27
19.1 Introduction.................................................................................................................. 27
19.2 Hardware..................................................................................................................... 27
19.3 Software...................................................................................................................... 27
19.4 Functionality................................................................................................................ 27
19.5 Reporting / Measurement............................................................................................ 27
 19.6 Request Process......................................................................................................... 27
20.0 Appendix 1: SLA Table of Services.............................................................................28
21.0 Appendix 2: SLA Table of Service - Descriptions........................................................30
Document History
Version Date Description
1.0 Initial Draft
1.1 Initial Draft Review
1.2 Content Update
1.0 Introduction
This Service Level Agreement (SLA) between Service Management and its partners exists to
ensure that service quality is provided regularly and in a manner that is intrinsic to the success of
the XYZ-Company and its partners.

1.1 Purpose of the Service Level Agreement

This Service Level Agreement sets out and delineates the applications, services, service levels
and administration as provided by Service Management to other XYZ-Company Line of Business
customers.

1.2 How to Use This Document

This document is to ensure that correct procedures exist to provide our partners with optimal and
satisfactory service. The Service Level Agreement describes the following areas:

 This SLA
 Generic Service Level Agreement applied terms and conditions
 Responsibilities of both IT and our partners
 How problems are handled
 How IT plans for resilience and capacity
 How changes to Service Levels or the SLA are proposed and accepted
 Descriptive overviews of Services offered

1.3 Responsibilities to the Customer

Technical Operations closely monitors all in-house activities that make up our Quality of Service
to the customer. Resilience and reliability of delivery of service delivery, user information and how
problems or issues are managed are just a few of the aspects IT constantly reviews and self-
monitors. Key responsibilities are:

 Maintaining the availability of all application environments

 Providing security for all IT service environments
 The protection of any user data
 Speedy resolution and feedback of service problems and issues
 The clarity of IT and our partner responsibilities
 Performance monitoring and reporting
2.0 Interpretations
Below is a list of abbreviations, term definitions and acronyms that are used throughout this
agreement. Common measurement units where implied are also described.

2.1 Abbreviations
SLA Service Level Agreement
LoB Line of Business
DMD Domain Management
Database
IUR International User
Registration
PSI Personalization Services
Interface
DNS Domain Name System
BU Business Unit

2.2 Terms
Office Hours 09:00 to 17:30 Monday to Friday
(London time)
(English Bank Holidays treat as out of
hours)
1 Month 1 Calendar month
1 Day 24 hours
Working Day As office hours above
Next Working Day Service provider’s next working day
(London)
5x8 Average office working week
24x7 24 hours at 7 days a week
Hosting Operation and maintenance of servers
on which the web site is located (Data
Centre)
Quality Assurance Testing of data & code to ensure no
errors or broken links in line with XYZ-
Company Design Policy
Account Manager XYZ-Company employee who acts as
point of contact for LoB or Business Unit
Service Availability Uptime of service expressed as
percentage (%)
Scheduled Downtime Planned monthly downtime in which
routine monthly maintenance is required
or necessary
Problem Response Time Time taken (hours) to acknowledge
problem and begin resolution or fix
Out of Hours Any hours outside of normal office hours
(London)
Scheduled New Service Request Average time measured in working days
taken from initial request of service to
delivery of service
Change Control Management Request to change or alteration of
service by either party as outlined in
Change Control Procedures
Internal References XYZ-Company functionality
and responsibility
External References non-XYZ-Company or 3rd
party functionality
3.0 Problem Handling (via Global 24x7 Support)
Problem handling and communication flow is shown in the diagram below. The severity of the
problem will dictate the appropriate priority classification (see Priority Table) and the flow line of
problem notification. In cases where Web Operations has been contacted, a notification of receipt
is sent to both the LoB and the local Account Manager.

3.1 Problem Handling Flow

3.2 Priority Table

For service levels which detail timings and other activities, please refer to the specific service
levels detailed on your Levels of Service schedule table. Problem Response Times indicate
acknowledgement and resolution started. P4 or “scheduled” indicates normal planned work
requests. Support level definitions are described in Appendix 1.

Priority Problem Definition Contact Problem Response

Level Times
P1 Site is down or not being served.
Urgent No e-commerce available. City 24x7
1 Hour
Workaround is not available. Support
IUR unavailability.
P2 Problem impacting significant
High aspects of business or user City 24x7
4 Hours
experience. Support
Workaround is not available.
P3 Problem, content or non-content City 24x7 6 Hours
Medium related. Support
Staging Server problem.
 Account login to site not working.
Alias / Vanity mail not working.
P4 Content is incorrect. City 24x7 48 Hours
Requests DNS changes. Support (London Time)
Application Updates.
Normal work requests.

3.3 Contacts
The table below provides the appropriate contact names or numbers that are to be used when
reporting priority problems. Calls or requests for assistance should be directed only to those
contacts as provided. Web Operations in London appropriately directs priority calls to the correct
level of support.

Priority calls received, and delegated to the appropriate support resource, are followed up with
the customer or call logger. Regular feedback to the customer during problem resolution is
important to us, and as such all support staff make every effort to keep the customer informed
and updated with progress during resolution.

Specific documentation exists that describes fully to all users and customers of XYZ-Company
International services the problem reporting and handling process.

Priority Contact
Global 24x7 Technical Support
P1/P2/P3 (see User 24x7 Support
Procedures)
P4 Requests Local Account Manager

3.4 Non-Response Escalation

Non-response escalation is applied when the Problem Response Time is exceeded (see Level of
Services Schedule table). This is the maximum time allowable to respond to a priority problem
call and return an acknowledgement confirming that resolution has started.

Should the caller receive no response within the time given in the Problem Response Time, then
the original call will be escalated to the next higher level of line management. In order to escalate
the call the caller will need to again contact the Call Center to request the call be escalated. The
process of non-response escalation is repeated again if necessary but further up line
management.

3.5 Escalation Outside of SLA

The customer, LoB or BU may be liable for extra resource costs incurred and time spent should
they self-escalate a problem call or report a low priority problem as high priority problem or
request a level of support or response time outside of this Service Level Agreement.
4.0 Performance Measures
4.1 Connectivity
XYZ-Company will distribute all site content from its managed operational centre over dedicated,
high bandwidth connections. XYZ-Company monitors its network and is able to identify any loss
of connectivity, bandwidth utilization and performance degradation.

4.2 Monitoring & Capacity Planning

Technical capacity planning is integral to all our business services with capacity thresholds
constantly measured and monitored.

 Technical Operations monitors several server processes (server memory, CPU and disk
activity), and sets a threshold at or around 65% utilization. That is, any utilization
increases above this threshold are flagged then logged.
 Should server memory, CPU or hard disk I/O exceed the designated threshold regularly
during normal business use (day to day business activities), then Service Management
will commit to increase server capacity and/or install and commission additional front end
servers.
 Capacity planning considers also bandwidth as well as server processes. Monitoring
across a variety of measures allows statistics to be trended over time and enables
forward planning.

4.3 Resilience & Fault Tolerance

 All servers are load balanced employing both Cisco and Altion load balancing switching
technology.
 Server data is stripped across hard disk arrays using fault tolerance technology - RAID
and Network Appliance Filer redundancy protocol.
 Server connectivity is via a 50Mb pipe feed.
 All servers employ Uninterrupted Power Supply (UPS) in the event of a power outage
 All servers are backed up nightly onto DLT tapes and rotated using the Grandfather-
Father-Son tape rotation model.
 Restore procedures exist and can be requested for the recovery of any data from backup
tape.

Please refer to your Level of Service schedule table for guaranteed service uptime and problem
resolution information.
5.0 Service Downtime
5.1 Planned or Scheduled Downtime
All planned or scheduled downtime is kept to a minimum and is timetabled to cause the minimum
of disruption or loss to services. In nearly all cases customers and users will notice no loss of
services due to the employment of redundant hardware equipment. Where loss of service may be
experienced, XYZ-Company will give notice for any planned or scheduled monthly downtime of
services.

Any scheduled downtime is for the purpose of applying software upgrades, bug fixes and security
patches as recommended by software developers. It also allows for the essential maintenance
and upgrade of any hardware necessary to maintain uptime, reliability and security.

If for any reason the customer believes the planned downtime will seriously impact business and
there is a strong business case against the planned downtime, then they must inform the
originator of the downtime notification before the due date. An agreement will be made and the
downtime rescheduled to an alternative day or time.

5.2 Unplanned or Unscheduled Downtime

It may be necessary, albeit rarely, to invoke unplanned downtime. This would apply in urgent or
emergency cases of service degradation where the server, platform or application requires
attention. Wherever possible this unplanned downtime will be scheduled so as to cause the
minimum of impact to services. In all cases, the relevant country administrative contacts will be
advised and an e-mail informing of any urgent unscheduled downtime will be sent to country
Account Managers. Service Management aims to notify all concerned at least 1 day in advance of
any emergency or unplanned downtime.

5.3 Outages
Unexpected disruption to services or systems that provide access to those services (i.e. network),
are reported as outages. This may be a temporary loss of power to the delivery network, or failure
of some part of the service component. To minimize the possibility of service or network outages
occurring, XYZ-Company employs a network of auto-sensing switches that can divert network
traffic via alternative locations.

Should any unexpected outage or downtime occur Service Management will, at the earliest
possible opportunity, inform designated global contacts who will in turn advise the relevant
Account Managers and LoB managers as necessary. This would be followed up with a more
detailed explanation of the outage and its cause.
6.0 Security
XYZ-Company will maintain the sites and network infrastructure in a manner that is designed to
prevent unauthorized modification of content or server software, and unauthorized disruption of
services and is designed to protect the privacy of data collected from web site users to the extent
required by law and by XYZ-Company policy.

6.1 Physical
 Physical server security and protection takes the form of both hardware and software
firewalls and router technology.
 An HTTP front channel only is used for browser access.
 Security patches are installed on to servers as recommended by, and in accordance with
software vendor procedures.
 Any physical modifications necessary to the server or the network that may affect service
availability to the customer will be discussed and arranged as mutually agreed.

6.2 Data Protection

 XYZ-Company policy is to comply fully with data protection legislation in every country in
which it operates. XYZ-Company has done its utmost to ensure that all personal data
collected by IUR and/or PSI services fully complies with this legislation and that data is
handled in accordance with these legal requirements.
 XYZ-Company and LoB Management will use all reasonable endeavors to comply with
this policy and will agree between them adequate procedures that will be documented
and followed by anyone who may be granted access to information assets of XYZ-
Company and its affiliates.

6.3 Confidential Data

 Confidential information either standalone or combined with other information, which, if
disclosed, could violate the privacy of individuals, reduce XYZ-Company or its’
subsidiaries’ competitive advantage, cause damage to XYZ-Company or its’ subsidiaries’
or cause any legal liability whether through breach of confidence or otherwise, must be
classified as “Confidential”. Any customer information is considered as confidential.
 XYZ-Company and LoB will ensure that any confidential data is only handled by properly
authorized individuals with a clear need to use the data and who are bound by duties of
confidentiality either under their contract of employment or under a non-disclosure
agreement. XYZ-Company always ensures that new data collected is approved by an
authorized Service Management or BU legal representative.
 Confidential data may not be removed from XYZ-Company premises unless prior
approval from the appropriate XYZ-Company or LoB Management has been obtained. An
exception is made for authorized off-site backups.

6.4 Commercially Sensitive Data

Commercially sensitive data is treated as confidential and is protected by the same physical and
network systems as outlined in section 6.1.

6.5 E-Commerce Data

Sensitive data is protected by the same physical and network systems as outlined above. SSL
encryption is available and is to be employed by the BU for any internet transactions involving
commerce.
6.6 Remote Access
Any secure remote access must be authorized by XYZ-Company technical personnel.

6.7 Third-Party Access to Information and Data

 Contracts with third-parties granted access to any confidential information and any XYZ-
Company computing and network resources will require third parties to follow appropriate
security requirements and confidentiality obligations.
 A “chain of trust” provision is the mutual responsibility between XYZ-Company LoB and
third-parties to ensure end to end security of XYZ-Company data, restricted, confidential
or otherwise.
 “Downstream Liability” must be established to ensure there no security breaches of XYZ-
Company networks and security systems via the third party organization.
7.0 Customer Responsibilities
Customer responsibilities exist to ensure efficient, accurate and timely provision of information
and data necessary to ensure the smooth running of provided services. While XYZ-Company
adheres to a level of service availability and delivery, the end user or customer is required to
ensure that a secure and reliable reception for these services exists. Points described below
outline the responsibilities of the customer.

 Provide in a timely manor, accurate information that has been requested to promote the
successful delivery of any services.
 Any third-party development agreements arranged by an LoB must ensure the adherence
of XYZ-Company Technical Specifications for Developers.
 Adhere to Problem Resolution paths, as outlined in this agreement, when reporting
service related issues or problems that impact the normal running of business.
 Not to make any changes, technical or otherwise, to any systems or services that have
been provided without prior consent or discussion with approved service delivery
personnel.
 Keep XYZ-Company informed of all planned network, hardware and software changes
that affect the use and reception of delivered services.
 The arrangement for the purchase, repair and maintenance of customer equipment for
the receiving of services is the responsibility of the customer. XYZ-Company will advise
and recommend in cases where specialist equipment or software may be required to
receive and use any service being delivered.
 Where the customer elects to provide their own hardware, they must ensure that they
meet the minimum standards and the required operating platform needed to receive and
use the service.
 Maintain an updated version of virus protection software, in accordance with XYZ-
Company guidelines, on systems used for the reception and use of any services being
provided to the customer.
 Not to divulge privileged contact information, such as phone numbers of management
escalation, to anyone not acting in a services administration or management role.
 The customer must adhere to XYZ-Company security standards that protect confidential
information and data belonging to either end users or XYZ-Company. See Security
section of this Agreement.
8.0 Change Control and Management
 The Customer may at any time request and XYZ-Company recommend changes of any
service offerings, Service Levels, definitions of service or the Service Level Agreement.
 Neither XYZ-Company nor the Customer shall unreasonably withhold its agreement to
any change.
 Until such time as a change is made in writing from an authorized person and mutually
approved and accepted, XYZ-Company shall continue to supply the Services and adhere
to the Service Level Agreement as if the request or recommendation had not been made.

8.1 Customer Requests

Written requests for change from the Customer must provide information under the following
criteria:
 Title of Change
 Originator
 Request Date
 Reason for Change
 Full Details of Change
 Requested Date of Implementation

8.2 XYZ-Company Requests

 Change requests or recommendations made by XYZ-Company will also comply with the
above criteria but also include:
o Anticipated costs of maintaining or executing the change
o Proposed effective date for the change if accepted
o Impact, if any, on other aspects of the services or their delivery
 Any changes mutually agreed will be incorporated into the Service Level Agreement or
service level definitions.
 Any work undertaken by the Customer, its subcontractors or agents, which has not been
mutually agreed and authorized in advance shall be undertaken entirely at the expense
and liability of the Customer. Any work undertaken as such invalidates the Service Level
Agreement.
9.0 Service Description: Standard Web Service
9.1 Introduction
Service Management will manage the hosting of static (as opposed to dynamically generated)
web sites asked for by the LoB within the scope of XYZ-Company International. Service is
managed and maintained by Production, Quality Assurance and Online Systems Admin.

9.2 Hardware
 Redundant Sun Enterprise class servers
 Redundant load balanced Sun class servers
 Redundant Cisco Firewalls
 Redundant Network Appliance Storage facilities
 Redundant Physical connectivity – Appropriate cabling and routing hardware
 Redundant Load Balancer (Cisco)

9.3 Software
 SunOS
 Web Servers
 Secure Certificate Access
 Perl
 ProFTPD

9.4 Functionality
 Setup and maintenance of servers / network (hardware)
 Setup and maintenance of web servers (software)
 Basic Troubleshooting of Perl scripts
 Publication of content onto production servers
 Maintenance of content hosted on production servers
 Monitoring of services (uptime) for hardware and software platforms
 Site statistics report published monthly and available on website

9.5 Reporting / Measurement

Information and status requests as made by Account Manager or customer

9.6 Request Process

 Service Request made via the Account Manager
 New server setup
 New content published onto production servers
 Update of content published onto to production servers
 Removal of old published content
10.0 Service Description: Advanced Application Service

10.1 Introduction
Service Management will manage the hosting of dynamic (as opposed to static) web sites asked
for by the LoB within the scope of XYZ-Company International. Service is managed and
maintained by Production, Quality Assurance and Online Systems Admin.

10.2 Hardware
 Redundant Load Balanced Dual CPU Compaq Proliant Application Servers
 Redundant Hot Standby Dual CPU Compaq Proliant Database Servers
 Redundant Cisco Firewalls
 Redundant Physical connectivity – Appropriate cabling and routing hardware
 Cisco Local Director Model
 Redundant Load Balancer (Cisco)

10.3 Software
 Microsoft Windows NT Technology
 Microsoft IIS web servers
 BEA WebLogic web/application servers
 Starwave Barista application servers
 Microsoft SQL Database servers
 PC-Anywhere

10.4 Functionality
 Setup and maintenance of servers / network (hardware)
 Setup and maintenance of web servers (software)
 Basic Troubleshooting of “Java Server Pages” (JSP) files and configuration files
 Publication of content onto the production servers
 Maintenance of content hosted on the production servers
 Monitoring of services (uptime) for hardware and software platforms

10.5 Reporting / Measurement

Information and status requests as made by Account Manager or customer

10.6 Request Process

 Service Request made via the Account Manager
 New application server setup
 New physical server setup (set of servers)
 New content published onto production servers
 Update of content published onto to production servers
11.0 Service Description: International User Registration
(IUR)
11.1 Introduction
IUR provides a service to members to allow them to register on a web site, to allocate a personal
member name and password, to enter promotions, to subscribe to online or (offline) newsletters
and to gate entry to premium content. IUR complies with local legal and XYZ-Company policy in
every country in which it operates. Service is managed and maintained by Production, Quality
Assurance and Online Systems Admin.

11.2 Hardware
 Redundant Load Balanced Dual CPU Compaq Proliant Application Servers
 Redundant Hot Standby Dual CPU Compaq Proliant Database Servers
 Redundant Cisco Firewalls
 Redundant Physical connectivity – Appropriate cabling and routing hardware
 Cisco Local Director Model
 Redundant Load Balancer (Cisco)

11.3 Software
 Microsoft Windows NT Technology
 Microsoft IIS web servers
 BEA WebLogic web/application servers
 Starwave Barista application servers
 Microsoft SQL Database servers
 PC-Anywhere

11.4 Functionality
 Setup and maintenance of servers / network (hardware)
 Setup and maintenance of application servers (software)
 Setup and maintenance of application database servers (software)
 Registration & Promotion Entry Service
 Registration Home Page
 Promotion Setup
 Promotion QA
 Automatic Confirmation and Fulfillment email
 Manual Fulfillment
 Monitoring of services (uptime) for hardware and software platforms
 Standard IUR Promotions Reports
 Custom IUR Reports

11.5 Reporting / Measurement

 Automatic monitoring of the status of the DB and Applications.
 Standard IUR Promotions Reports – weekly via Account Manager
 Information and status requests as made by Account Manager or customer

11.6 Request Process

 New Site Requests via the Account Manager
 New Site Requests
 Promotions Requests via Account Manager
 Standard IUR Promotions Reports
 Custom IUR Reports
 Manual Fulfillment
12.0 Service Description: Personalisation Services
Interface (PSI)
12.1 Introduction
PSI is composed of two components; PSI Service and PSI Software. PSI Software is a piece of
XYZ-Company licensed software that and provides a simple Java interface to PSI Services.
Together they provide a range of personalization components, such as Registration, Login,
Promotions, Favorites, and Preferences. PSI software can run on a 3rd party or XYZ-Company
hosted server (which will be included within the Advanced Application Hosting - Service
Description) but always accesses the Service Management provided PSI Service over the web
via a secure link. PSI Service is managed and maintained by Production, Quality Assurance and
Online Systems Admin.

12.2 Hardware
 Redundant Load Balanced Dual CPU Compaq Proliant Application Servers
 Redundant Hot Standby Dual CPU Compaq Proliant Database Servers
 Redundant Cisco Firewalls
 Redundant Physical connectivity – Appropriate cabling and routing hardware
 Cisco Local Director Model
 Redundant Load Balancer (Cisco)

12.3 Software
 Microsoft Windows NT Technology
 Microsoft IIS web servers
 BEA WebLogic web/application servers
 Starwave Barista application servers
 Microsoft SQL Database servers
 PC-Anywhere

12.4 Functionality
 Setup and maintenance of servers / network (hardware)
 Setup and maintenance of application servers (software)
 Setup and maintenance of application database servers (software)
 Provision of PSI test and live Service.
 Supply and support of the PSI Software.
 Monitoring of services (uptime) for hardware and software platforms

12.5 Reporting / Measurement

 Automatic monitoring of the status of the DB and Applications.
 Information and status requests as made by Account Manager or customer

12.6 Request Process

 PSI Requests via Account Manager
13.0 Service Description: Domain Name Management

13.1 13.1 Introduction

Service Management will manage the request, registration or recovery of any domain name
asked for by the LoB within the scope of XYZ-Company International. Technical Operations can
set up and manage domain redirects and subdomains and also provide domain renewal
reminders. Service is managed and maintained by Production and Online Systems Admin.

13.2 Hardware
Not applicable

13.3 Software
Not applicable

13.4 Functionality
 Domain Registrations
 DNS set-up, maintenance and monitoring
 Redirect set-up, maintenance and monitoring
 Sub-domain set-up maintenance and monitoring
 Domain Renewals
 Co-ordinate legal recovery (if required)
 Set-up transfers to Service Management.

13.5 Reporting / Measurement

 Information and status requests as made by Account Manager or customer

13.6 Request Process

 Service Request made via the Account Manager
 New registrations & modifications
 Domain transfers
 Domain Redirects
 Relinquish of Domains
14.0 Service Description: Vanity / Alias Mail

14.1 Introduction
Vanity Mails are email directions using a XYZ-Company domain in their body (xxx@XYZ-
Company.co.uk) and project to the visitor the image of a XYZ-Company official site that they are
sending or receiving messages. Vanity Mails can either be the final address or a redirect to a
non-XYZ-Company address. Service is managed and maintained by Production and Online
Systems Admin.

14.2 Hardware
 Sun E250 servers running Solaris OS

14.3 Software
 POP3
 IMAP
 SMTP Server
 IntraStore Enterprise

14.4 Functionality
 Appearance to user of a dedicated XYZ-Company mail account to which mail is sent to
and received from.
 Includes the setting up a dedicated site e-mail address
 Includes the search and registration of a domain name unique to the site or promotion

14.5 Reporting / Measurement

 As required from Account Manager

14.6 Request Process

 Service Request made via the Account Manager
15.0 Service Description: Mass Mail

15.1 Introduction
The Service Management Mass Mail service allows LoB marketing managers to specify a list of
users for direct marketing purposes. Service is managed and maintained by Online Systems
Admin. There are two distinct versions of the service:

(a) IUR Based – where a XYZ-Company LoB generates email lists from IUR at the
registration screen.
(b) List Based – where a XYZ-Company LoB prepares its own email list from its own
sources or using IUR not at registration screen.

The service will be based on “Beacon” for List Based service and “IUR mass mail” (the MS
Access tool) for IUR Based service.

15.2 Hardware
 Compaq ProLiant Servers running NT

15.3 Software
 SQL
 SMTP Server
 IIS
 Beacon
 IUR
 Barista
 Outlook

15.4 Functionality
 Creation of email lists through IUR
 Quality Assurance and hosting of HTML
 Sending of Mail on date requested to group specified.
 Tracking of click-thru’s (Mass Mail must comply with technical guidelines), bounces,
number’s sent.

15.5 Reporting / Measurement

 Clickthrough stats (as requested)
 Bounces (as requested)

15.6 Request Process

 Service Request made via the Account Manager
 Mass mails should be scheduled at least 10 working days in advance of target mailing
date.
16.0 Service Description: Quality Assurance

16.1 Introduction
QA offers the ability to build increased End User confidence into a site prior to code being pushed
Live to ensure that XYZ-Company is not compromised by any content on any XYZ-Company
hosted or branded site as well acting as sentinels to promote the building of quality into any
product at the earliest stage to reduce the impact and cost of firefighting of bad code and warden
the use of quality processes/procedures in the project lifecycle.

16.2 Hardware
N/A

16.3 Software
N/A

16.4 Functionality
 Code should be checked by both developer & Account Manager prior to QA
 QA perform UAT
 Report all content bugs/performance issues to Account Manager
 QA can process up to 400 web pages per man per day.

Benchmarking using:
 Linkbot Developer
 IE
 Netscape (Above applies to standard content tracking)

16.5 Reporting / Measurement

 Bugs reported in formatted MS Word doc sent via email.
 Process tracking performed via Tracking.
 Weekly stats reported to Senior Management

16.6 Request Process

 Account Manager approves content project
 Content ticket progress tracked through Web Mastering & QA prior to being pushed live
17.0 Service: International D-Cards

17.1 Introduction
D-Cards are electronic postcards designed to add a viral marketing element to new and existing
sites. The International Dcard system comes complete with 6 cards and a themed player. The
player also includes (if desired) a referral URL and advertising area. The product is developed in
flash and has multi-format compatibility. The system can handle film clips, jpegs and vector-
based graphics. XYZ-Company International D-Cards is managed and maintained by Online
Systems Admin.

17.2 Hardware
N/A

17.3 Software
 BEA Weblogic Web Application Server
 Microsoft SQL Server database
 SMTP server for emails
 Dcards java application
 Macromedia Flash 4/5
 Adobe illustrator
 Adobe Photoshop

17.4 Functionality
 Set up, creative and maintenance of D-Card system per country for 1 year.
 Hosting and maintenance on XYZ-Company servers for 1 year.

17.5 Reporting / Measurement

 Stats available via HitBox reporting system

17.6 Request Process

 Service Request made via the Account Manager
 Creative Lead time at least 10 working days for production and 10 working days for
collation of assets, copy and client liaison.
18.0 Service Description: Search Engine Optimization &
Submission
18.1 Introduction
The Search Engine Promotion and Submission Service is offered in three parts; Web Intelligence
& Competitive Analysis, satellite site creation with search engine submission and promotion then
online management and maintenance. Regions/countries are defined by the LoB in which the
target site is promoted by use of satellite sites designed to drive traffic through to the LoB main
site. If required, any satellite site can be in any language. The Service continues with access to a
24x7 on-line reporting and maintenance tool that allows Account Managers to monitor selected
search terms and key words specific to their target site.

18.2 Hardware
 3rd party globally distributed satellite site host servers.

18.3 Software
 Internet browser (on-line maintenance tool)

18.4 Functionality
 Web Intelligence and Analysis report
 Competitive Analysis report
 Key-term site builds
 Site cross-linking effectiveness
 Express submission to all top regional search engines (incl. directory listings i.e. yahoo
etc)
 70% 1st page listing - 50% at No.1 position
 Greater traffic revenue (10,000+ new users per month following 4-6 months)
 24x7 on-line site maintenance tool
 Foreign language pages if required (additional cost)

18.5 Reporting / Measurement

 Initial Web Intelligence and Competitive Analysis Report
 24x7 on-line access to reporting analysis tool
 Personalized Account Manager / LoB arrangement for reporting frequency and specifics
 Additional data available via HitBox

18.6 Request Process

 Service Request made via the Account Manager
 Target values above achieved 2 to 3 months from submission
19.0 Service Description: HitBox Site Analysis

19.1 Introduction
HitBox is an outsourced service tool for gathering data directly from visitors' browsers. As well as
counting views, JavaScript records information on the user’s browser and, with the use of
cookies, tracks paths taken through the web site and frequency of visits. Site or campaign report
generation and statistical viewing is accessed via a username account.

19.2 Hardware
 3rd Party HitBox Server

19.3 Software
 Server-side HitBox application
 Internet browser (statistical viewing)

19.4 Functionality
 Monitor marketing campaign performances
 Gathering of user behavior
 Track customer site paths
 Online real-time report generation
 Flash site tracking
 User account set-up and administration

19.5 Reporting / Measurement

 Online site reports are available via user accounts
 Pre-designed report selection available
 Site reports can be requested at any time and can include same-day statistics
 Export facility to Excel and Word

19.6 Request Process

 Service Request made via the Account Manager
 Account Username set-up: 2 working days
 New HitBox account set-up: 4 working weeks (US dependant) from receipt of request
20.0 Appendix 1: SLA Table of Services
Servi Platform/ Service Service Scheduled Change Problem Response Time (hours)
ce Application Availabil Frequenc New Request (acknowledgement and resolution started)
Components ity y Service For (use SLA for P definitions)
Request Scheduled
(lead time – Service
working (lead time –
days) working
days)
Standard Web Hosting P4 P4 P1 P2 P3
Web Serving on Sun 99.73% n/a 20 5 1 4 8
OS
Perl 99.73% n/a 14 5 1 4 8
IPlanet 99.73% n/a 14 5 1 4 8
PvoFTPD 99.73% n/a 14 5 1 4 8
Content Publishing 99.73% n/a 5 3 1 4 8
Advanced Application Hosting
Java JDK 1.3 99.73% n/a 20 2 1 4 8
Barista 3.0 99.73% n/a 20 2 1 4 8
WebLogic 5x/6x 99.73% n/a 20 2 1 4 8
Hosted on NT4/2K 99.73% n/a 20 2 1 4 8
MS SQL 7/2K 99.73% n/a 20 2 1 4 8
Hosting
MS SQL 7/2K n/a weekly 20 2 1 4 8
Maintain
SS Security n/a n/a 10 3 1 4 8
Certificates
Common to Hosting
Network 99.89% n/a 7 n/a 1 4 8
Packet loss <1.0% n/a n/a n/a 1 4 8
Firewall 99.93% n/a 7 7 1 4 8
Local Director 99.73% n/a 7 n/a 1 4 8
SMTP 99.73% n/a 20 2 1 4 8
Security Service n/a quarterly 20 2 1 4 8
Servi Platform/ Service Service Scheduled Change Problem Response Time (hours)
ce Application Availabil Frequenc New Request (acknowledgement and resolution started)
Components ity y Service For (use SLA for P definitions)
Request Scheduled
(lead time – Service
working (lead time –
days) working
days)
Services Tape 100% daily n/a 2 1 4 8
Backup
Services Tape 100% As 3 3 1 4 8
Restore required
Disaster Recovery 100% n/a n/a n/a n/a n/a n/a
(London)
Scheduled Downtime 5 days notice given for any monthly planned downtime. Customer must inform Service Management no less
than 2 days before planned downtime if rescheduling is required.
Site Statistics (Hitbox) 95% n/a 20 5 n/a n/a n/a
Domain Name Administration
Existing Domain 100% n/a 5-20 n/a n/a n/a n/a
Renewal
New Domain 100% n/a 5-20 n/a n/a n/a n/a
Registration
Sub-domain Setup 100% n/a 5 1 n/a n/a n/a
Name Redirects 100% n/a 5 1 n/a n/a n/a
Name Recovery As As As advised As advised n/a n/a n/a
advised advised
Vanity Mail
New Mail Box 95% n/a 10 10 n/a n/a n/a
Existing 95% n/a 10 5 n/a n/a n/a

Mass Mail
Setup and Send 99.99% n/a 10 2 n/a n/a n/a
Monitoring 100% n/a 7 7 n/a n/a n/a
International User Registration (IUR)
Service Availability 99.73% n/a n/a 2 1 4 8
Setup Promotion n/a n/a n/a n/a n/a n/a n/a
Servi Platform/ Service Service Scheduled Change Problem Response Time (hours)
ce Application Availabil Frequenc New Request (acknowledgement and resolution started)
Components ity y Service For (use SLA for P definitions)
Request Scheduled
(lead time – Service
working (lead time –
days) working
days)
Setup new Site or n/a n/a 25 2 n/a n/a n/a
County
Standard Reporting n/a weekly n/a 2 n/a n/a n/a
Custom Reporting n/a n/a 5 2 n/a n/a n/a
Local Replication n/a n/a 5 5 n/a n/a n/a
Personalization Services Interface (PSI)
Service Availability 99.73% n/a 20 2 1 4 8
21.0 Appendix 2: SLA Table of Service - Descriptions
The Table of Service is the outline detail of services as provided and is to be used in conjunction
with this Service Level Agreement. The table delineates the Services being offered and the Level
of Service that service receives. The table headings are described below:

Service
The Service name

Platform / Application Components

The components that together form the Service. Many components can be considered as
standalone functions and as such are monitored separately and receive various version upgrades
as is necessary to improve the Service as a whole.

Service Availability
The Service can be defined as being available if it can be accessed via the internet or network
and used correctly by at least one client institution, which is not involved in the provision of the
service. This implies the Customer, LoB or site user as the client institution not involved in
providing the service. Availability shall be calculated for each service each month.

 All periods of inaccessibility that result from the effects of scheduled or planned downtime
(maintenance) shall be discounted when calculating the network availability.
 All periods of inaccessibility that result from the effects local to the Customer (LoB), such
as site power failures, customer error or customer-selected application incompatibilities,
shall be discounted when calculating the network availability.

Service Frequency
Some service components are essentially reporting features or timetabled functions (i.e. weekly
statistics report or daily system backups). Their frequency is implied as ‘how often’.

Scheduled New Service Request

The normal request procedure lead time for acquiring a Service or the repeat of a Service (i.e.
Mass Mail). This is measured in office working days (London) and is from the receipt of the
Service Request to the availability of the Service to the Customer and includes request
acknowledgment.

* All requests are return acknowledged within 2 working days of receiving request.

Change Request of Scheduled Service

The normal request lead time procedure for requesting any change(s) to a Service recently
requested or currently being delivered to the Customer. This is measured in office working days
(London) and includes the time taken to carry out the requested change(s) before making the
changes available to the Customer.

* All requests are return acknowledged within 2 working days of receiving request.

Problem Response Time

The maximum time allowable to respond to a priority problem call and return an
acknowledgement confirming resolution has started. This time is in addition to the time Web
Operations has to close the call. If the problem call is not resolved in the given time then it is
automatically escalated to a specialist engineer (i.e. in development, hosting or production). The
Engineer will remain on site continuously until the problem call is resolved and closed.