If a Service Level Manager needs to offer to Business a Service Level Agreement (SLA) for an End-to-End IS/IT-Service, he sign this SLA only after he arranged within IS/IT for each system or component used to provide this service an Operations Level Agreement (OLA) with the providing team or department.
This template supports the creation of an Operational Level Agreement (OLA) between Service Level Manager and DBA Team and is an important part for implementing service level management.
Service Level Manager: Using this template he saves significant time compared to starting such a document from scratch. As the template lists a huge range of potential items for such an agreement the likelihood that an important item is forgotten is very low compared to a document started from scratch.
Manager of System DBA team:
Knowing the potential requirements for a future OLA provides him the chance to prepare his service catalog, quality measures and his team for such an agreement, which might be requested any time.
Filename Size Description DBOLA.ZIP 367 KB Zip-file containing all of the following files
Zip-file containing all of the following files
Within this ZIP-file you will find following files:
Template Summary (to be removed after customization) 3
Table of Contents 5
Review History 6
Definition of Terms SLA, OLA, SLR, OLR, SLM 7
Establishing the OLA - General Condition 8
Mandatory Pre-Requisites 8
Support Hours 9
Response time to error situations and other requests 11
Exclusion - unavailability not in scope of DBA responsibility 15
Protection against loss of data 19
Backup Reliability 19
Backup Window 19
Special Backup Features provided 20
Additional protection 20
Logfile-Shipping and Similar 20
Special configuration settings 21
Additional Checks 21
Recoverability (Time to Recover) 22
Restore and Recovery Tests 23
Additional, Non-Standard Services of System DBA Team 24
Planned Outages and Maintenance Window 25
Service Level Reporting 25
Costing Background 25
Appendix A: External Literature 26
Appendix B: Related Internal Documents 26
Appendix C: Template for a Operations Level Report 27
Appendix D: Glossary of Terms 34
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