Report For Service Level Agreement
able of Content
Company Information 3
Technical Information 3
Current Situation 3
The purpose of this report 3
Introduction 4
SLA requirements 5
Recommendation 9
Appendix – Partial SLA which cover 4 main areas 10
1. Hardware Services SLA 10
1.1 Service Level Agreement. 10
1.2 Hours of operation: The help desk is available to FMBG Inc employees 24 hours a day, 7 days a week. 11
1.3 The hardware supported equipment at FMBG Inc. details are as follow:- 11
1.4 Hardware Services availability 11
1.5 Key performance measures for hardware items 11
2 Software services SLA 13
2.1 Service Level Agreement 13
2.2 Hours of operation: The help desk is available to FMBG Inc employees 24 hours a day, 7 days a week. 13
2.3 The software supported equipment at FMBG Inc. details are as follow:- 13
2.4 Services accessibility 13
3. Network services SLA 16
3.1 Service Level Agreement 16
3.2 Hours of operation: The help desk is available to FMBG Inc employees 24 hours a day, 7 days a week. 16
3.3 The following network components will be supported at FMBG Inc. 16
3.4 Services accessibility 16
4. Desktop Services SLA 19
4.1 Service Level Agreement. 19
4.2 Hours of operation : The help desk is available to FMBG Inc employees 24 hours a day, 7 days a week. 19
4.3 The following desktop support will be supported at FMBG Inc. 19
4.4 Hardware Services availability 19
4.5 Priority and response times for Desktop support. 19
Reference: 22
Company Information
FMBG Inc. is a large Finance, Investment, Insurance organization of 3000 plus employees with sites distributed geographically across Australia and New Zealand. FMBG Inc. Serve more than 1,000,000 of customers, which business turnover more than $500,000,000.00.
Technical Information
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