Assessment 1 – Roleplay Diamond Video RentalsTask C




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


Senior User

Date: 22/04/2015


Ricky Fui Sang

( MR. Ricky Fui Sang)

Project Manager:

Date: 22/04/2015


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


    Assessment 1 – Roleplay Diamond Video RentalsTask C
    Last updated: Sep 2023

    Page 1

    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


    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.


    Assessment 1 – Roleplay Diamond Video RentalsTask C
    Last updated: Sep 2023

    Page 2

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