Service Level Agreement Gemeente

6 4. Service Description 4.1. Service Objectives and Critical Success Factors The services provided are designed to support the production environment and other environments in Oracle`s e-business suite as well as the Datawarehouse and OBIEE environments and to perform the technical management work that accompanies it. The aim is not to disrupt production and not delay partial implementations by re-resolving and preventing technical problems at an early stage. The following areas are important: IT Space Management Network and Storage Server Management Operating System (file system, core, printing, email traffic) Fall Back database management (Backup, Restore, Swerve) Oracle EBS, BI and OBIEE GESTION (database copies, migrations, patches, etc.) 4.2. Contract notification and documentation system The contractor provides an electronic notification system in which the contracting entity can record reports (questions. B, incidents and amendments) and consult the status and status of the contractor`s activities on the corresponding report. The following documents are sent from ALS: At the end of the agreement, a transfer document describing the status of the different environments and the procedures for starting and closing the environments of each environment will be transferred at the end of the ALS, a list of fixes and outstanding problems. This document is prepared in collaboration with the municipality. This document is subject to a comprehensiveness check at least twice a year. It is also possible to adapt a procedure that changes the definitions of DAP priorities For the notification of incidents, three priorities are distinguished: priority 1, high priority: a problem requires direct action. The incident causes a significant interruption in the operation of the application and should be corrected immediately priority 2, standard priority: a problem requires short-term action.

These are regular management activities scheduled in the short term during consultations between the two parties, priority 3, low priority: these are measures that should not be taken immediately, but should be implemented within a longer period of time (a few days/weeks). When notifying an incident, the parties agree on the priority to be applied and an end date is also set. 6 High availability at Lips Textielservices Johan Westerduin, Transfer Solutions 22 April, 2010 Woerden, The Netherlands Introduction Transfer Solutions Transfer Solutions Is a specialist The main point is the construction of a new level on the Grid, Cloud or SOA middleware capable of creating a trading mechanism between service providers and consumers. For example, the EU-funded Framework SLA@SOI 7 research project[12]explores aspects of multi-level, multi-supplier slas within service-based infrastructure and cloud computing, while another EU-funded project, VISION Cloud,[13] has delivered results in terms of content-based ALS. A Service Level Contract (SLA) is an obligation between a service provider and a customer. Specific aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. [1] The most common component of ALS is that services are provided to the client in accordance with the contract. For example, internet service providers and telecommunications companies will generally include service level agreements under the terms of their contracts with customers to define service levels of service level sold in plain language.