Document code: …-QT/QLSP/HDCV/FPTIS

SERVICE LEVEL AGREEMENT MANAGEMENT PROCESS Version/Revision: 1/0

Effective Date:

I. PURPOSE AND SCOPE OF APPICATION

- Purpose: Define, unify, monitor, and review the results of service level agreements with customers.
- Scope of appication: This document is applied to products in FPT IS that are providing SaaS to customer.

I. DEFINition

No Definition Explanation
1. SLA Service level agreement (An agreement between Service provider and customer)
2. SaaS Software as a Service
II. GENERAL SPECIFICATION
Specification Description Requirements
Input - Customer requirement Clear and full information.
- Service delivery capability
Output - Agreed SLA Clear and full information.
- SLA monitoring report
Assessment criteria N/A According to annual plan (if any)
Related Process - Service request management process Compatible with related processes
- Incident management process
- Change management process
- Service catalog management process
[Link]
- SLA requirements must be documented and agreed upon between FPT IS and the customer.
- SLA commitments with customers include: service level targets, workload limits, and exceptions.
- SLA review and evaluation are conducted based on commitments between FPT IS and the customer.

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- SLA-related changes comply with the Change Management Process..

IV. FLOWCHART

V. DETAILED INSTRUCTION
Person in
No. Activities Deliverables Time
charge

1 Define SLA for the Service

Gather customer’s expectations regarding the service quality such as: Service level Assigned Upon
staff
service quality, availability, and response time commitment customer
requirements request

Review and assess the feasibility of meeting SLA requirements based on: SLA feasibility Assigned After
staff
- Current service delivery capability assessment report receiving
SLA
- Service commitments with providers (internal, external, and customers
requirements
acting as providers)

2 Negociate SLA with the customer

Discuss & Adjust Terms: Both parties agree on specific service levels, SLA Assigned
Staff
including uptime, resolution times, and reporting

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Person in
No. Activities Deliverables Time
charge

Finalize & Sign SLA: The agreement is documented, approved, and signed Approved SLA Assigned After
Staff
by both parties. negotiation

3 Monitor, Measure, and Report

Disseminate SLA information to relevant parties (internal and customer- SLA communicated SLA Upon
Managemen
side) SLA/contrac
t Officer
t signing

Monitor, measure, and report SLA performance, assess results, and propose SLA report Assigned As per
Staff
improvements (if necessary) customer
commitment

4 Review and improve SLA

Evaluate service performance against SLA metrics and implement changes SLA updated (if any) SLA
if needed Managemen
t Officer
VI. RECORD
Storage Important
No Name of Records Document code Creator Form of storage
period level
1 SLA/Contract N/A Assigned Staff Hard/Soft 5 years Follow FPT IS
Assigned Staff Information
2 SLA report N/A Hard/Soft 5 years Asset table
VII. APPENDIX
Common SLA performance indicators include:
- Service Availability (Uptime %)

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- Response Time (e.g., 30 minutes for critical issues)

- Resolution Time (e.g., 4 hours for high-priority issues)
- Customer Satisfaction (CSAT scores, feedback reviews)
Approver Reviewer Creator

RECORD OF CHANGE
Position of New
Change Date Old version Description of Change Reason of Change
change version
The entire
N/A Create document 1/0
document

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