IT SLA - Internal Service Level Agreement for IT Support

This Service Level Agreement (SLA) establishes the provision and support of the Department of Internal Services Information Technology (ISD IT), which provides hardware, software and infrastructure support to the Sacramento Area Sewer District and Regional San (Districts).  The services, performance targets, and scope of this document have been negotiated and agreed to by both IT and the stakeholders.

Document Control

Primary Contacts for SLA Related Issues

Purpose, Goal, and Objectives

The purpose of this SLA is to document the service delivery of IT support to Districts.  The SLA will facilitate clear expectations of performance between the IT section and the Districts.

The goal of this SLA is to obtain mutual agreement for IT service provision between the IT section and the Districts.

The objectives of this SLA are to:

• Provide clear reference to service ownership, accountability, roles, and/or responsibilities.
• Present a clear, concise, and measurable description of provisioned services.
• Match perceptions of expected service provision with actual service support and delivery.

SLA Duration

This SLA is valid from:

Start Date:  April 27, 2018

Date of mandatory revision: April 15, 2022

This service level SLA is effective as of the date of the signatures below.  This SLA remains valid until superseded by a revised SLA mutually endorsed by the stakeholders. 

Review Process

This document will be reviewed once per year by the IT Section to determine if any modifications or amendments are required due to ongoing changes in the business and IT environment.  In lieu of a review during any period specified, the current SLA will remain in effect.

The IT Customer Services Manager, as document owner, is responsible for facilitating periodic reviews of this SLA. Contents of this SLA may be adjusted as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all relevant parties.

IT Customer Services Manager:  Marty Feldmann

Review Period:  Yearly

Previous Review Date:  04-15-2020

Next Review Date: 15 Apr 2023 

Support Hours

IT support staff will be available for helpdesk inquiries during the following hours:

Urgent service requests after hours can be directed to the DTech Service Desk Dispatch @ 874-5555 or the Plant PCC @ 875-9400.  They will contact IT support staff as necessary.

SERVICE LEVEL AGREEMENTS

Helpdesk Support

Helpdesk staff will provide on-site support as defined, to meet business needs.  Staff will respond to help ticket, contact customer(s) and triage problem as required.  An effort will be made to notify the customer base of details as needed.

All tickets will be managed in the Helpdesk application and will require a ticket for each incident or request.  Helpdesk tickets will not be tiered according to personnel seniority, per management request.  Tickets will be triaged and prioritized based on downtime severity and business operations impact.  Helpdesk staff will escalate to application administrators, server administrators or network support as needed.

The IT helpdesk can be reached by the following methods:

• Telephone
• Intranet / email self-serve
• Walk-in or on-site request, if urgent

The helpdesk telephone number—(916) 876-6411—will have three options for directing calls:

• Option 1 will refer calls to the Regional San helpdesk.
• Option 2 will refer calls to the SASD helpdesk.
• Option 3 will refer calls to the NACY helpdesk and roll to the SASD helpdesk.

When lines are busy or a technician is unavailable, calls will be forwarded to voice mail, where a message can be left.  All messages left on the voice mail system will be targeted for a response within two hours.  Any requests generated through other means such as walk-ins will require ticket creation at the IT Helpdesk. At that time, the request will be prioritized and assigned to the most appropriate IT staff member for resolution. 

Server / Network

File servers at Regional San and SASD are managed by the IT Server Administration team.  Performance metrics are recorded by the administrators.  Scheduled downtime for maintenance will be exempted from this metric.

Application-specific servers are covered in the domain of the Mission Critical Applications section later in this document.

All servers at Regional San and SASD will be backed up per the SDA IT Backup Policy, and patched per the SDA Patch Policy.

Network support and provision falls under the purview of Sacramento County Department of Technology (DTech), and their Service Level SLA with County-wide customers. 

Mission-Critical Applications

The Districts’ mission-critical applications are hosted applications defined as critical or high impact by the stakeholders.  These applications are currently monitored by the associated application administrator(s), who gather and record the metrics.

Responsibilities:  Application administrators will respond to help ticket, contact customer(s) and triage problem as required.  The effort will be made to notify impacted customers of details and return the application to service within the designated time frame.

The Districts’ Mission Critical Web Applications are currently defined as:

• SharePoint
• Budget
• PRS
• Meridian
• Timesheet

Customer Satisfaction Monitoring 

Customer satisfaction regarding ISD IT performance shall be measured with two survey methodologies.  The first is through the use of an automated survey that is launched when the helpdesk ticket is closed or when directed by the IT Customer Services Manager.  The survey consists of 4 questions and a comment field regarding the completed ticket.  Using a scale, customers will rate the experience accordingly.  Technicians will receive feedback notification and Management will periodically monitor and review results.

The second survey will be managed with Survey Monkey and sent quarterly to Districts staff, rotating between Regional San and SASD.  This survey will consist of standardized questions and focus on overall IT performance.  Results will be compiled and analyzed for trends in service performance, with the goal of continual service improvement.

Service Level SLA Reporting

Monthly reports will be completed by ISD IT and distributed to the Director of Internal Services and the ISD IT Manager.  Results will be compiled, formatted and posted for consumption by stakeholders.

Monthly reports will contain information on actual performance achieved, compared to service levels agreed on.  These reports will be generated to ensure ISD IT customer service requirements are being met and to look for ways to continue to improve and adjust our processes.  The SLA and related reports will be reviewed annually to ensure they continue fulfilling their purposes.  Revisions will be made as needed.

Approval Page

Prabhakar Somavarapu                     Date:    4/27/2018                      

District Engineer

Rosemary Clark                                  Date:    4/27/2018                                             

Director of SASD Operations

Ruben Robles                                      Date:    4/27/2018                                                  

Director of Regional San Operations

Matt Doyle                                          Date:    4/27/2018                                               

Director of Internal Services

Christoph Dobson                               Date:    4/27/2018                                    

Director of Policy & Planning

Joe Maestretti                                     Date:    4/27/2018

Office of Finance

Nicole Coleman                                   Date:    4/27/2018

Public Affairs Office