I
dia
aOfficeofTech
ologyIOTDeliveryServices
E
terpriseServiceLevelAgreeme
t
versio
2
PreparedbyStateofI
dia
aI
dia
aOfficeofTech
ologyDeliveryServices
PreparedforStateofI
dia
aI
dia
aOfficeofTech
ology
EffectiveJuly2007Ju
e2008willbeupdateda
ually
fTableofCo
te
ts
Sectio
I
troductio
IOTDeliveryServicesServiceE
viro
me
tIOTDeliveryServicesServiceLevelAgreeme
tCompo
e
tsCustomerServicesServiceLevelRequireme
tsSLR’s
IOTDeliveryServicesCustomerServiceGoalsGe
eralDescriptio
ofServiceE
viro
me
ta
dFacilitiesHardwarea
dSoftwareRolesa
dRespo
sibilitiesCustomerServiceServiceLevelRequireme
tsSystemsAdmi
istratio
ServicesServiceLevelRequireme
tsSLR’sIOTDeliveryServicesSystemsAdmi
istratio
GoalsGe
eralDescriptio
ofServiceE
viro
me
ta
dFacilitiesHardwarea
dSoftwareRolesa
dRespo
sibilitiesSystemsAdmi
istratio
ServicesServiceLevelRequireme
tsNetworkServicesServiceLevelRequireme
tsSLR’sIOTDeliveryServicesNetworkServicesServiceGoalsGe
eralDescriptio
ofServiceE
viro
me
ta
dFacilitiesHardwarea
dSoftwareRolesa
dRespo
sibilitiesNetworkServicesServiceServiceLevelRequireme
tsFieldOperatio
sServiceLevelRequireme
tsSLR’sIOTDeliveryServicesFieldOperatio
sGoalsGe
eralDescriptio
ofServiceE
viro
me
ta
dFacilitiesHardwarea
dSoftwareRolesa
dRespo
sibilitiesFieldOperatio
sServiceLevelRequireme
tsEscalatio
ProcessSampleMo
thlySLAComplia
ceReportServiceLevelAgreeme
tMap
Page
333444455777789111111111213151515151617202122
2
fIOTDeliveryServicesE
terpriseServiceLevelAgreeme
t
I
troductio
TheI
dia
aOfficeofTech
ologyIOThaspart
eredwithma
yoftheStateofI
dia
aAge
ciestoco
solidatea
dce
tralizi
gITfu
ctio
swithi
fourserviceareasi
toIOTDeliveryServicesIOTpart
erage
ciesshallbesupportedwitha
ewservicedeliverymodelthatprovidesi
dustrywidebestpracticeservicelevelswithi
theseserviceareasThisServiceLevelAgreeme
tdefi
estherequireme
tsforIOTtoprovidelevelsofservicethatmeetIOTa
dStateAge
cyexpectatio
s
Si
cetech
ologya
dIOTservicescha
gethrougheachyearthisdocume
twillbeupdateda
uallyi
Julytoreflectthosecha
gesThecurre
tversio
willbepostedo
theIOTwebsite
Alsopleasevisitthefollowi
gwebsiteforacurre
tdetailedlista
dcostofourserviceshttpwwwi
goviotpublicServicesDescriptio
spdf
IOTDeliveryServicesServiceE
viro
me
t
ThisI
dia
aOfficeofTech
ologyIOTDeliveryServicesServiceLevelAgreeme
tSLAdefi
estheservicee
viro
me
tservicedescriptio
swithrolesa
drespo
sibilitiesa
dservicelevelrequireme
tsSLRsforprovidi
gStateofI
dia
aAge
cieswiththefollowi
gservices
CustomerServiceprovidesa
operatio
alLevel2HelpDeskfortheStateofI
dia
aprivater