What is an SLA? In what way is it different from a Service Level Expectation?
A Service Level Expectation (SLE) is a written, measureable target for the performance of a service or process as agreed between service provider and customer.
A Service Level Agreement (SLA) is a document, specific per program, which includes three core elements (and potentially much more): (1) A service catalog; (2) Agreed SLEs (performance targets); and (3) a statement of the responsibilities of the service provider and customer. All these elements help improve service delivery, manage expectations, clarify responsibilities and facilitate communication between the parties.
Is DAS going to develop an SLA for all services they provide?
DAS anticipates development of SLA documents for each of the following service areas:
1. Enterprise Asset Management (six SLAs)
1. Administration, Planning & Construction Management
2. Operation Services
3. Maintenance Services
4. Real Estate Services
5. Fleet & Parking Services
6. Surplus Property
2. Enterprise Goods & Services (five SLAs)
1. Shared Financial Services
2. Financial Business Systems
3. Procurement Services
4. Publishing & Distribution
5. Risk Management
3. Enterprise Human Resources Services (a single SLA)
4. Enterprise Technology Services (a single SLA)
Are SLA documents agency specific? If not, will there be an opportunity for my agency to sign an agreement specific to my agency needs?
SLA documents will define boilerplate terms and conditions, common performance targets and common responsibilities for all customers of a Service Enterprise or program.
Where there is a business need, after SLAs have been defined, individual customers can request a Service Agreement with DAS. The agreement would reflect customer-specific information such as the customer's choice of services from the service catalog, customer-specific operational commitments or procedures, contact information for escalation procedures associated with critical information systems or processes, etc.