Lawson SLAx - Panix

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30 Ιουλ 2012 (πριν από 6 χρόνια και 5 μήνες)

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Lawson

Finance System

IT Service Level Agreement



General Overview


This is a Service Level Agreement (SLA) between Informatio
n Technology (IT) and Finance.


The purpose of this Service Level Agreement (SLA) is to identify the basic servic
es
to be
provided by IT
and Finance
regarding
support and maintenance of the
Lawson
application
.



Service/Task Description

Responsibility

Service Level

HelpDesk Requests



Research, analyze and
troubleshoot issue based on
“Request Priorities”



Identify and
deploy solution

IT Systems

IT Operations

All HelpDesk Requests
submitted

during normal CDA business hours
will be reviewed within 2

business
hours of submission.


A priority for the request will be
ascertained through communication
(verbal or email) with
the requester
.


Refer to Appendix A for descriptions
of priority levels.


The timing of further action
s taken

on the request will depend upon the
priority assigned as follows:


Priority 1:

Immediate

Priority 2:

Within four business
hours

Priority 3:

Within one business
day

Priority 4:

Within two business
days

Priority 5:

Within one business
week

See Footnote 1

for additional
information.

Service/Task Description

Responsibility

Service Level

User Account Administration

and A
pplication Security



Add, edit, and deactivate
Lawson User accounts, which
includes assigning security
permissions




Control access in specific areas
(screens/forms) within each
application based on business
roles



Does not include administering
or assigning specific roles and
content for LBI and LBP Users,
which is covered in
“Business
User Support”

IT Systems

All User Account and Application
Security requests should
be
submitted via eMail
to the CDA
HelpDesk.


All requests will be reviewed within
2 business hours after receipt.
The requester will be notified
immediately if
additional
information is necessary.


Routine

User account addition,
edit
s
,

and deactivations

will be
fulfilled within one business day.


Routine security permission
requests will be fulfilled within one
business day. More complex
requests (ie. multiple c
hanges) will
be fulfilled within one business
week.

MyLawson

Administration

MyLawson.com is
Lawson’s
Global
Support
secure
website
which
allows
system

administrators and power users
access to product news and
announcements, Knowledge Base,
product
downloads, online technical
support and more.



Add, edit and remove
MyLawson Users



Develop and maintain Lawson
environment profiles to reflect
current test and production
environments

IT Systems

All requests to add, edit, or remove
a MyLawson

User should be
submitted via eMail to the CDA
HelpDesk.


All requests will be reviewed within
2 business hours after receipt.
The requester will be notified
immediately if additional
information is necessary.


All requests will be submitted to
Lawson wit
hin one business day.
The User should
then
receive an
email from Lawson shortly after
with their User Name
,
password

and other access instructions.


CDA’s Lawson environment
profiles will be
maintained

on an
“as needed” basis in order to
reflect the curre
nt state of our
environments.

Service/Task Description

Responsibility

Service Level

System Upgrade and
Application Patches

New Lawson relea
ses that will allow us
to stay
current with te
chnology and take
advantage of
new features or
specific
fixes that are driven
by business
requirements and/or users finding
bugs
in a specific area of the application




Monitor availability of patches
and upgrades directly related to
Lawson Portal, LBI, or LBP



Perform analysis on contents
and impact of the patches and
upgrades



Notify affected parties of
availability and desired
deployment schedule



Deploy patches/upgrade to test
environment



Deploy patches/upgrade to
production environment

IT Systems


Application Server Support

Third party appl
ication software that
supports
Lawson (e.g., Websphere, Net
Express)



Maintain,
administer and support
application software



Monitor logs in these
applications

IT Systems


Interfaces and Custom
Application Support



Develop and maintain Lawson
interfaces to other systems



Develop and maintain custom
applications that extend Lawson
applic
ation


IT Systems


Process Flows

Support



Develop new Process Flows
based on business needs



Monitor and maintain Process
Flows and schedule jobs as
needed

IT Systems


Service/Task Description

Responsibility

Service Level

Database Support



Maintenance and administration
of databases associated with
Lawson



SQL
server support for
migration, security and
application upgrade



Back up and restore Product
Line data as required by
business need or upgrades

IT Systems


Server Maintenance



Maintenance of all servers used
to support Lawson.

IT Operations


Business User
Support

First level support for business
functions



Response to questions on
application



Analyze issues and perform
troubleshooting



Escalate to IT HelpDesk or
Lawson Support as needed



Administer LBI and LBP Users
(access to content) and
environment

Finance


User Training

Business training for Lawson Users



LBI



LBP



Portal

Finance


Service/Task Description

Responsibility

Service Level

Report Development and
Support



Develop new reports



Maintain and
support existing
Lawson reports
for Portal, LBI
and LBP

Finance


User Testing



Perform testing for application
patches



Perform testing for system
upgrades

Finance





Appendix

A


Service
Priorities


Priority 1 (Critical)


Significantly impacts the operations of all or
multiple functional areas and may cause workflow
stoppage or extra work for the area.


Priority
2 (High)

Significantly impacts the operations of one
isolated functional area and may cause workflow
stoppage or extra work for the area.


Priority 3 (Medium)

Impacts the operations of one or multiple
functional areas but a “work around” is available.


P
riority 4 (Low)


May cause the inconvenience of one or multiple
functional areas but doesn’t cause workflow
stoppage.


Priority 5 (Minor)

Includes cosmetic changes and nuisance fixes.




Footnote 1

Note that the
se

times do not include identifying and/or resolving the issue or problem.

There
are many factors which can determine how long it will take before the cause of a problem can
be identified as well as how long it takes to identify a solution once the problem
is identified. In
cases where IT is not able to identify the problem and/or solution, a case with Lawson Support
will be opened, with the appropriate priority assigned to it.