Each Customer Utility Board participates in the development of general Service Level Agreements for each utility service it oversees, negotiating the contents with each DAS service provider.
The CUBs also review and approve the final terms of each SLA, ensuring that defined service levels are commensurate with the rates charged for each service.
The CUBs approve the process to be followed for the development of SLAs, as well as the specific ad-hoc committees or task forces responsible for executing the work. This ensures that customers are heavily involved and each SLA clearly articulates the outcomes customers need.
With the objective of using a common structure in SLAs for all service delivery programs or divisions of DAS, a team of DAS and customer representatives from all four CUBs worked together to develop a common template for all SLA documents. This template, which includes a common Table of Contents and common content for key service management processes, was voted on and approved by all four Customer Utility Boards in February 2013. The template includes guidelines on how to fulfill each of the SLA sections.
Service Level Agreement Template >>
In addition to general boilerplate Service Level Agreements, where there is a business need, individual customer agencies can request an SLA 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, exceptions from standards, contact information for escalation procedures associated with critical information systems or processes, etc.
Agency-specific Service Agreement Template >>