Transition Services Agreement服务协议- SECTION 1. Introduction.The purpose of this Service Level Agreement ( SLA ) is to establish measurable and mutually agreeable targets for service delivery to AAA Office Systems ( PBOS ) by the AAA TechCentral organization. This SLA will act as a guide for establishing expectations for both parties for the scope of services, the metrics associated with the services, as well as tracking and reporting of the metrics.Locations and Business FunctionsThe following locations and functions are considered to be part of PBOS:Locations.100 Oakview Drive, Trumbull CT.7555 East Hampden Ave, Denver CO.PepsiCola Drive, Melbourne FL.Nationwide (BPC’s, RDC’s, Sales Offices)Business Functions. Back Office Support (GL, HR, Marketing, Product Development, etc).Customer Call Centers.Sales Support.Service.FAX Diagnostics.Regional Distribution CentersTech Central Contacts_________(NAME) _________(NAME)_________(TITLE) _________(TITLE)Internal _________ Internal _________External _________ External __________________(NAME) _________(NAME)_________(TITLE) _________(TITLE)Internal _________ Internal _________External _________ External _________SECTION 2. Scope of Service.Scope of ServiceTechCentral agrees to provide PBOS with the services summarized below for a period not to extend beyond _________,_________,_________(M/D/Y)..Application maintenance support of all shared applications..Operational support services for all PBOS and shared applications hosted in Danbury including turnover, DBA services, Scheduling, data recovery, printing, and mailing services..End user support through the Service Delivery Support Center ( SDSC ) to respond to system password resets, Lotus Notes server issues, and network connectivity issues. The PBOS IT team would handle all other desktop related issues directly. SDSC will continue to support OSD Designated Support Center to SDSC calls on services provided by PBI that OSD will continue to use through _________,_________,_________(M/D/Y), for example: password resets on Mainframe applications..Maintenance and administration of the Lotus Notes server(s). No support related to any future Notes based applications..Access to PBI voice network using service provided by PBI’s carriers..Access to and availability of the PBI mainframe computersthrough _________,_________,_________(M/D/Y).. Call Center application support and technical services support for the A/S 400 and dialer server environment on a best effort, time and materials basis..TechCentral will provide voice and data consultative and resource support to PBOS and Trammel Crow through _________,_________,_________(M/D/Y) to facilitate relocations. PBOS will manage Trammel Crow and assigned data resource as well as maintain overall project responsibility..Tech Central will provide telecom consultative support associated with disaster recovery at any core PBOS site until _________,_________,_________(M/D/Y).Exceptions.Support of Wide Area Network ( WAN ) services to all existing PBOS facilities on PBI’s WAN through _________,_________,_________(M/D/Y). Within PBOS dedicated facilities, these services will be inclusive of the network routers only.After _________,_________,_________(M/D/Y), PBOS will be responsible for providing WAN services to their dedicated facilities and for any linkage to the PBI WAN that is required. PBI willprovide troubleshooting assistance related to linkage between PBOS and the PBI WAN as required to restore service to optimal levels until such linkage is not required. TechCentral will continue to provide WAN support to shared PBI / PBOS locations until final separation - through October 2006 based on the termination of the last shared lease. As shared facility leases terminate or as facilities are relocated, PBOS will provide its own WAN services to these then dedicated facilities..TechCentral will not provide any programming support of PBOS dedicated applications except as follows:- ManMan on best effort, maintenance only, time and materials basis.TechCentral will not provide application development services related to the implementation of any new ERP system by PBOS with the exception of:.TechCentral will provide MQ Series support through the management of external resources contracted by and billed directly to PBOS as necessary to redirect message traffic to alternate clients.. TechCentral will provide reasonable subject matter expertise for shared applications in support of PBOS data conversion/interface efforts. These services and related charges will be negotiated on a project basis..Continuation of consulting support of telephone systems to all existing PBOS facilities through _________,_________,_________(M/D/Y). Any new PBOS facilities after _________,_________,_________(M/D/Y) will be the responsibility of PBOS.After _________,_________,_________(M/D/Y), PBOS will be responsible for providing and supporting all telephone systems and services to their dedicated facilities. TechCentral will continue to provide support to shared PBI / PBOS locations until final separation - through October 2006 based on the termination of the last shared lease. As shared facility leases terminate or as facilities are relocated, PBOS will provide its own WAN services to these then dedicated facilities.PBOS Responsibilities.PBOS will acquire and implement their own Wide Area Network (WAN) and network equipment for PBOS dedicated facilities by _________,_________,_________(M/D/Y). Any new or relocated PBOS dedicated facilities will be transitioned to the PBOS WAN by _________,_________,_________(M/D/Y). PBOS will also be responsible for the initial setup cost plus the recurring cost of the circuits to connect the PBI WAN to the PBOS WAN..PBOS will develop the capability (internal or external) to design,implement and support all data and telephone network systems and services for dedicated PBOS locations by _________,_________,_________(M/D/Y).Any additional costs incurred by TechCentral above its baseline operating expenses, to support unique technology platforms for PBOS (e.g. ManMan) will beborne in total, by PBOS.Any increased licensing cost incurred as a result of the spin off will be passed through to PBOSHELP DESK - SDSC Hours of CoveragePeriod Monday-Friday Saturday-Sunday SpecificationsNormal 6AM-1AM EST Saturday Standard Help Desk support via HelpBusiness 8AM-4PM EST Desk Support Analysts.Hours SundayPager SupportAfter 1AM-6AM EST 4PM-8AM EST Calls will be transferred to a HelpHours Deskvoice mailbox.An on call HelpDesk Analyst will be paged.Holidays The SDSC will be closed on thefollowing holidays:New Years Day, Memorial Day,Independence Day, Labor Day,Thanksgiving, Day after Thanksgiving,and ChristmasService DescriptionService Description SpecificationsLevel 1 Level 1 support for approved technologies and Password resets,Technical applications. The OSD technical staff will support Data Networks,Support desktop hardware, software, and servers. Mainframe, and LotusNotes Support.Level 2 Problems that are beyond the training of Help Desk Predefined escalationTechnical Analysts, less than 10 minutes to be resolved at lists will facilitateSupport Level 1, or are undocumented will be assigned to the assignment ofan appropriate Level 2 Technical Support problems to the Specialist. appropriate individualor group.Level 3 Problems that are beyond the training of Level 2 Predefined escalationTechnical Technical Support Specialists, or are lists will facilitate Support undocumented will be assigned to an appropriate the assignment ofLevel 3 Technical Support Specialist. problems to the appropriate individualor group.Sr. Sr. management within TechCentral will be Help Desk Analysts Management notified when Urgent (Catastrophic) problems have during or after normalEscalation been opened.IT Management will also be notified business hours willwhen problems have not been closed and are notify senior approaching their agreed upon Resolution Time. management via phone or pager.Help Desk Outage Resolution TargetsSeverity Code Customer Impact Response to Resolution EscalationCustomer* TimeSeverity 1 Core Business Updates every less than Notify applicableUrgent Process outage 30 minutes. 2 Hours TechCentral and (Catastrophic) designated Businessmanagement within 10minutesSeverity 2 Subset of a Core Every 60 minutes less than Notify applicableHigh Business Process 5 Hours TechCentral and(Urgent) outage designated Businessmanagement if notresolved within 3 hoursSeverity 3 Single User Daily less than Notify applicableMedium Outage 24 Hours TechCentral(Important) Management if notresolved within 21 hoursAppropriate IVR messages will also be employed.Help Desk Call Handling TargetsPerformance Metric TargetCalls Abandoned by Caller less than 8%Time before speaking with HD analyst less than 75 seconds - 90% of the timeSeverity 3 Tickets resolved in 24 hours 90% (100% within 3 days) System AvailabilityService Description Hours of AvailabilityIMSPROD IMS transaction region hosted 07:00 - 23:00 Monday - Fridayon the IBM mainframe System 07:00 - 20:00 SaturdayA, not specific business No availability on Sunday.applications. No availability on Holidays -Memorial Day, _________(M,Y),Labor Day, Christmas Day.CICSFAXP The CICS transaction region 07:00 - 21:00 Monday - Fridayhosted on the IBM mainframe 07:00 - 20:00 SaturdaySystem C, not specific business No availability on Sunday. applications. No availability on Holidays -Memorial Day, _________(M,Y),Labor Day, Christmas Day.AS/400 Denver Application and Technical 07:00 - 21:30 (EST) Monday -Services support on a best Friday. No availability oneffort basis Saturday or Sunday.Digital The DEC system supports the 07:00 - 23:00 Monday - FridaySystem AvailabilityService Description Hours of AvailabilityEquipment Manman application.The 07:00 - 20:00 Saturday Corp. support for the application and No availability on Sunday hardware is best effort ,maintenance only.Tandem - Tandem hardware functioning 07:00 - 23:00 Monday - FridayAIM1/AIM2 as front-end processor No availability on Saturday converting x25 to SNA, or Sunday.supporting the ACESSapplication.V oice Availability of PBX’s the 24 hours a day/7 days a week Communication voice network (AT T), PB V oice Technology providesnetwork routing and voice consultant level services.mail.Data Manage and support routers 24 hours a day/7 days a week. Communication and circuits for all OSDlocations.E-mail Lotus Notes Mail services over 24 hours a day/7 days a weekthe AAA network, thePBOS network, or the internetthrough _________,_________,_________(M/D/Y).(PBI Notes domain)MQ Series Support of all current message 24 hours a day/7 days a weekqueues serving PBOSapplications. Configuration ofadditional MQ clients andredirection of existing Queueson a chargeable project basis.System Availability MetricsService Prime Shift(7am - 11pm EST)System AvailabilityIMSPROD 99.7%CICSFAXP 99.7%AS/400 - Denver Best EffortDigital Equipment Corp. 99.7%Tandem AIM1/AIM2 99.7%V oice Communications 99.7%Data Communications 99.7%PBI Notes Domain 99.7%SECTION 3. Service Tracking and Reporting Procedures..PBOS or Designated PBOS Help Desk must call SDSC with all service requests and open up a trouble ticket to be logged into the TechCentral SDSC tracking system (REMEDY). The call record is completed by the SDSC and forwarded to the appropriate support team for resolution. The SDSC is responsible to ensure timely closure of supported technologies as outlined in Service Description (page 7). Any service requests not recorded by the SDSC tracking system cannot be governed by this SLA..Monthly Service Level Compliance Reports will be distributed to PBOS. Reports will be available by the 15/th/ business day of the month following the reporting period. The Monthly Service Level Compliance Report shall consist of:.High Level Availability Metrics - The report describes the failingcomponent that caused the outages, the SLA target %, the SLA Attainment %, and the Outage Hours..High Level Outage Explanation - A detailed explanation of what happened, what we did to correct or circumvent the problem, and what we are doing to prevent its reoccurrence..Year-to-date Availability Charts - Charts depicting the current and previous 11-month attainment percentages for all components tracked for availability..Help Desk (SDSC) Call Ticket Metrics - Current and year-to-date charts indicating attainment percentages for all Help Desk SLA’sSECTION 4. Responsibilities.PBOS Customer Calling the SDSC. Provide name, department and location.. Provide your unique identifier (desktop-ID, user-ID, device information,etc.). Provide as clear a description of the problem as possible.. Provide individual to be contacted, if not the caller, then an alternate withtelephone number.TechCentral SDSC. Log all problems called in using the Remedy tracking system.. Determine severity of problem. Dispatch problem to appropriate Level 2 technical support group . Keep customer up to date on status of outage. Maintain support matrix at all times (identifying Primary/Secondary/Tertiarysupport personnel assignments, phone, and pager numbers for all systemssupported).. Ensure that SDSC personnel receive formal and informal technical training forsupported applications and technologies.. Recommend additional preventative work (if any identified).. Maintain and report actual performance against the targets in the SLA.PBOS IT Personnel. Return service to the customer.. Provide any support requested for PBOS managed applications or technicalcomponents.. Identify and resolve cause of the outage for problems occurring within PBOSmanaged applications, PBOS technical components, or areasoutside the scopeof this agreement.. Recommend additional preventative work (if any identified). SECTION 5. Proposed Charges.Computer Support ServicesTechCentral’s proposed 2001 charge to PBOS for Computer Support Services is approximately $2.8 million and includes all direct charges (e.g. ManMan), mainframe computer utilization based on past utilization rates, and other indirect expenses.Customer Support ServicesThe proposed 2001 charge to PBOS for Customer Support Services is $,_________ which covers internet access, limited SDSC support, data network utilization, andLotus Notes e-mail.This charge, which is consistent with last years rate, is based on the number of users.V oice ChargesCharges for Fairfield County voice network access and long distance usage billedeach month based on actual usage.The estimated charges for 2001 based on prioryears usage is $89,756.Additional charges for AT T Global Network billed as incurred.Chargeback SummaryApplication Support Services $ _________Computer Support Services _________Customer Support Services _________V oice _________Total 2001 Charges $ _________Future ChargesTo be determined 12/01; not withstanding any increase in transaction volumes, cost increases should not exceed 10% except in instances of unique platformswhere PBOS will incur the total actual costs.In the event transaction volumes and/or services requirements decrease, costs will be reduced proportionately.。