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1、運營級別協(xié)議(OLA)服務提供者：客戶：生效日期：文檔所有者：版本信息版本日期修訂說明修訂人1.02011-5-27新建運營級別協(xié)議模板審批信息審批人職級審批日期11TableofContents1.AgreementOverview42.Goals&Objectives43.Stakeholders44.PeriodicReview55.ServiceAgreement55.1.ServiceScope55.2.ServiceComponents65.3.CustomerRequirements65.4.Se
2、rviceProviderRequirements75.5.ServiceAssumptions76.ServiceManagement76.1.ServiceAvailability76.2.ServiceMeasurement86.3.ServiceReporting86.4.ServiceMaintenance96.5.ServiceRequests96.6.ServiceExceptions9AppendixA:AssociatedPolicies,ProcessesandProcedures11A.1
3、ChangeManagement11A.2ReleaseManagement11A.3IncidentManagement11A.4ProblemManagement11A.5ConfigurationManagement12AppendixB:Definitions12AppendixC:Amendments12C.1Amendment1:LicenseFees1211協(xié)議概述這份協(xié)議是服務提供者（IT服務臺）和客戶（災備部）之間達成的用于支持和維護用戶（災備部）所要求的流程督辦這項服務的一份運營級別協(xié)議（O
4、LA）。ThisAgreementrepresentsanOperationalLevelAgreement(“OLA”or“Agreement”)betweenthe[ServiceProvider]groupand[ServiceConsumer]fortheprovisioningofITservicesrequiredtosupportandsustain[SystemName,ServiceNameand/orassociatedServiceLevelAgreement(SLA)].ThisAgre
5、ementremainsvaliduntilsupersededbyarevisedagreementmutuallyendorsedbythestakeholders.ChangesarerecordedintheAmendmentssectionofthisAgreementandareeffectiveuponmutualendorsementbytheprimarystakeholders.ThisAgreementoutlinestheparametersofallITservicescovereda
6、stheyaremutuallyunderstoodbytheprimarystakeholders.ThisAgreementdoesnotsupersedecurrentprocessesandproceduresunlessexplicitlystatedherein.1.Goals&ObjectivesThepurposeofthisOperationalLevelAgreement(“OLA”or“Agreement”)istoensurethattheproperelementsandcommitm
7、entsareinplacetoprovideconsistentservicesupportanddeliverytotheCustomer(s)bytheServiceProvider(s).ThegoalofthisAgreementistoobtainmutualagreementforserviceprovisionbetweentheServiceProvider(s)andCustomer(s).TheobjectivesofthisAgreementareto:·Provideclearrefe
8、rencetoserviceownership,accountability,rolesand/orresponsibilities.·Presentaclear,conciseandmeasurabledescriptionofserviceprovisiontothecustomer.·Matchperceptionsofexpectedserviceprovisionwithac
