Service Offering Fields

Use the syntax [Level] [Service], for example Premium Enterprise Resource Planning (SAP), Standard Email, or Gold Customer Relationship Management.

Planned not yet available for subscription. Unpublished built for one customer, or to allow an SLA with a provider you have no trust relation with; not subscribable by others. Available open for subscription. Temporarily Unavailable expected back. Discontinued not expected back.

The service this offering is prepared for.

Read-only. Taken from the organization on the related service.

What differentiates this offering from others for the same service. Example: Premium Email provides 24x7 support and full data center redundancy for instant fail-over. Allows basic text formatting.

Use Attach file to add one or more files.

A calendar defining when the service should be available.

The zone applied to the selected service hours.

Percentage of service hours the service must be available to customers with an active SLA on this offering. Assessed monthly. The service counts as down when any core functionality fails for two or more of the customer's users in the same incident.

Maximum number of outages per month.

The waiting-for-customer scheme used to remind customers about requests left waiting.

The reference transaction and its maximum duration. Example: user logon must complete within 60 seconds. Allows basic text formatting.

Minimum percentage of incidents responded to before their response target.

Minimum percentage of incidents resolved before their resolution target.

Hours and minutes, or business days, within which the request must be responded to. A request counts as responded to once its status is, or has been, In Progress.

Hours and minutes, or business days, within which the request must be resolved.

The calendar defining support hours for the request.

The SLA notification scheme that notifies people as resolution target thresholds are reached.

Relates a request template to the offering. Only templates linked to the same service can be selected. Once a template is linked to any offering, it can only be applied to requests whose requester is covered by an SLA based on one of those offerings.

As above, but applied to requests using this template where the requester is covered by an SLA based on this offering.

The effort classes selectable when people register time against a service instance covered by this offering.

Which of those classes defaults on a request after time is entered.

Target time to restore the service after a disruption or disaster.

Maximum period of data transactions that may be lost.

The measures in place to support recovery. Allows basic text formatting.

What the customer must provide to benefit from the service. The provider is not accountable for target breaches caused by unmet prerequisites.

Limits that apply to SLAs based on this offering. Example: accountable up to 50 concurrent users or 100 GB stored.

How often the customer representative receives a report comparing targets against actual service.

How often an active SLA is reviewed with the customer representative.

What is charged, per charge driver (user, transaction, gigabyte) and per charge term (monthly, quarterly, twice yearly, yearly). Also record one-off charges such as set-up fees, and how charge changes are handled. Example: the provider must give four months notice of any charge adjustment.

What happens when a target is breached. Examples: breached targets are reviewed at each SLA meeting with remediation actions presented, or the customer is credited 50% of service consumption charges for the evaluation term.

Notice required to change or terminate the agreement. Example: twelve months notice generally, or one month if terminating because of an announced charge change.

Fixed Price or Time & Material. Under Activity Rates there is a third option for activities already included in the service charge. A Time & Material charge is each time entry multiplied by the hourly rate of its effort class.

Shown when Charge type is Fixed Price. The amount charged for completing the related request.

The effort class and its hourly rate.