Assessment 1 – Roleplay Diamond Video RentalsTask C

Diamond Video Rentals

Service Level Agreement (SLA)

By IT Solution

____________________________

Buanern Tawornphat

( Ms. Buangern Tawornphat)

Executive / Sponsor

Date: 22/04/2015

____________________________

Paralee Prommasakha Na Sakonnakhon

( Ms.PARALEE PROMMASAKHA NA SAKONNAKHON )

Senior User

Date: 22/04/2015

____________________________

Ricky Fui Sang

( MR. Ricky Fui Sang)

Project Manager:

Date: 22/04/2015

Introduction

It is as important to have an SLA as it is to have a contract for business arrangements of all types — because it constitutes a single document that contains the terms of the agreement as understood by both parties. With the SLA in place, it is much more difficult for either party to claim ignorance if the agreement breaks down. CIOs should expect to have an SLA (reviewed by their legal counsel) in place for every significant service relationship they have.

Summary of Support Requirements

Functional Requirement

Increase process speed of video rentals

Decrease length of general queries

Generate Overdue Video reports

Generate Reserved Video Reports

Review available videos over the internet

Reserve videos over the internet

Two workstations for loan processing

Non-Functional Requirement

Current computers in store has to be able to handle the system

Require staff ID login to use printers & barcode scanners

Reports printed daily before closing

Customer require user name and password to access their account

SLA service Description

a. Duration of contract

3 months

b. Areas of Support

IT support

......

c. Methods and Levels of Support

Install and develop a new automated database for Diamond Video Rentals. Also train staff on how to use it.

d. Hours of Support

varied on time frame and urgency of work. usually between 2-3 hours a day.

e. Definition of Priority Levels

The priority levels are important for ensuring that the most important tasks and activities are completed.

f. Response times according to priority

the response times for each priority will vary with impact, timeliness, importance and resources. Generally, each priority will take between 1 month to 6 months, depending on what is required to solve the priority.

g. Communication methods

Meetings

Phone Calls

Emails

Instant Messaging

h. Costing

Data Base: $6,000

Accounts System: $4,000

The video system costs $12,000

Call Centre: $3,000

Website (online channel) $5,000

Total(Include GST) $30,000

SLA Implementation

Warrantees

IT Solutions provides a warrantee of 6 months, that all priorities are completed and the automated system will be running effectively within 6 months.

Any changes that the Diamond Video Rentals company needs, will be fixed by IT Solutions in the 6 months. After that, the company must pay extra.

Customer Responsibility

Customers are responsible for:

Creating and provided quality products

Treating other customers with respect

Treating employees fairly and with respect

Method of Service

The IT Solutions will provide an effective automated database as well as other services that will make the Diamond Video Rentals company more efficient and will be able to provide a better service to customers.

Process for handling complaints

Listen

Understand

Elevate

No fighting

Identify Resolution

Resolve the issue

Write down the complaint

Learn from the experience

Process for changing the contents of the SLA

Identify issue with SLA

Create draft of fixed SLA

Get approval from parties

Print and send new SLA to all parties.

Conclusion

The SLA is a very important document that should be reviewed and evaluated carefully. The SLA will be a promise by the IT Solutions to ensure that the service is good.

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