DT SLA 021011 Ver 1 7

CITY AND COUNTY OF SAN FRANCISCO
Service Level Agreement
Department of Technology
Document Description - Baseline Service Level Agreement (SLA)
 Basic Agreement covering cost allocated services under 081CI
 Services provided to all departments
 Defines performance metrics for key baseline services
 Renewed Annually
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Introduction
This Service Level Agreement covers services provided by the Department of

Technology, DT, to City Departments under budget allocation 081CI. This
agreement covers the service provided, points of demarcation, terms and
conditions, performance metrics and reporting of services provided by DT.
1.0 Term of Service
This agreement covers services provided for <Insert Department Name>

by the Department of Technology, hereafter described as DT.
1.1 Term of Coverage
This agreement covers the term beginning July 1, 20____ through June 30,
20____.
1.2 Annual Renewal
This agreement shall be renewed annually prior to the beginning of each

fiscal year and shall terminate accordingly. DT shall review and update
this SLA and amendments with client departments October 1 through
December 1 of each year in order to prepare client departments for the
next fiscal year commencing July 1.
2.0 Service Categories
Cost Allocated 081CI Services
Services billed under budget allocation 081CI are considered baseline

services. Cost recovery is based on several factors including, but not
limited to number of email boxes, full time equivalent (FTE) positions, and
the number of telephone extensions. Departments are billed monthly
through a work order based on budgeted amounts.
Subscription Services
Subscription services such as Database Administration Services and

Server hosting in a DT Data Center are charged back based on a per
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customer basis. Subscription services are standard DT services not

covered under the baseline budget since they are not utilized by all City
Departments, therefore, additional charges are applied. Services are
covered as amendments to the master SLA. Each subscription service
used by a department must have an SLA amendment on file signed by the
DT CIO and the subscribing department head.
2.3 Custom Services
Custom services are defined as those specific to a department or project.

These services are in one of two categories. The first service type is
Statement of Work (SOW); the second category is Memorandum of
Understanding (MOU).
Statement of Work (SOW) Services , are custom services in which DT is

contracted by a customer Department to provide a "one-time" service not
covered by the baseline SLA or part of a Subscription Service. These
services may range from simple equipment installations to large projects.
SOW Services are limited in scope and time line to a project's
implementation. SOW Services are managed by the DT Project
Management Office (PMO), in accordance with DT's Project Management
Methodology.
Memorandum of Understanding (MOU) documents are an agreement

between DT and the customer department for ongoing custom
maintenance and support services not provided as part of the baseline
SLA, or as part of a subscription service. These services are based on a
finite period of time from 30 days to one fiscal year. MOU services may
be renewed annually and renewable services shall be amended to the
department’s baseline SLA in the same manner as a subscription service.
MOU’s are managed through the DT Project Management Office.
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The DT SOW and MOU Lifecycle:
3.0 Cost Allocated Department of Technology Services
DT provides the following services under budget allocation 081CI. These

services are considered Citywide services and are provided as part of DT’s
baseline budget. Refer to the DT Service Catalog for detailed service
descriptions.1 Services are delineated by DT Divisions:
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Additional extensions of these services may be provided as Custom
Services, and require an SOW and/or MOU.
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3.1 Customer Service
The DT Customer Service Division is focused on providing Customers with

a single point of contact to engage Services. The Division’s services are
focused on IT Service Management and Service Delivery.
Service Name Service Description Service Hours

Change Control Network and Systems change control Change Control
management for enterprise services management :
including networks, mainframe, and server 7 AM – 6 PM
systems. Change control services are Monday – Friday
managed by the DT Security Services
Group. Changes made 24X7 by various DT
Groups.
Customer 24X7 Customer Service Desks. After hours 24 Hours per day
Service Desk services from 6PM – 7AM and weekends 7 Days per Week
are provided by the DT Network Operations
Control (NOC).
Geographical GIS Services and geomapping systems 7 AM – 6 PM
Information maintenance and development. Monday – Friday
Systems
IT Service Support of internal systems used by DT to 7 AM – 6 PM
Management manage Customer Service interfaces Monday – Friday
including telecomm billing, IT Service and
Asset Management, CIMS, and other
service management systems.
Project Project Management of General Funded 7 AM – 6 PM
Management projects as specified and funded by COIT. Monday – Friday
Office
Secure File Secure File Transfer services with external SFTP
Transfer business entities. Services are provided management :
Services with business concerns that have a 7 AM – 6 PM
contractual relationship for services with Monday – Friday
the City.
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Security IT Security services including security 7 AM – 6 PM

Services policies, security consulting, incident Monday – Friday
response, network security, DR/BCP 24X7 incident
planning and consulting services response
Telecommunica Installation, maintenance, and repair of 7 AM – 6 PM
tions Services telephony PBX systems and support Monday – Friday
equipment. Includes estimates, design, 24X7 incident
and on-going maintenance of response
telecommunications infrastructure.
3.2 Administration
The DT Administration Division provides client services focused on

administrative services and the public facing media services.

Technology Procurement of DT technology assets, 7 AM – 6 PM
Procurement technology services, and Enterprise Monday – Friday
Agreement management with partner
vendors.
Web Maintenance, management, and 7 AM – 6 PM

Operation development of the City’s sfgov.org website. Monday – Friday
Services 24X7 Incident
Response
3.3 Committee on Information Technology (COIT)
The Committee on Information Technology, COIT, is the IT Governance

body for the City and County of San Francisco. COIT is responsible for the
oversight and management of Citywide technology initiatives, budgets,
policy and governance.
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CIO Review Review and approval of all City IT purchases 7 AM – 6 PM

for compliance to the City’s purchasing and Monday – Friday
technology standards and policies. This
includes reviewing purchases to eliminate
redundancy of systems and order
management to leverage best pricing.
IT Policy and Management of COIT and the associated 7 AM – 6 PM

Governance sub-committees. Monday – Friday
3.4 Operations and Infrastructure
DT’s Operations and Infrastructure Division (O&I) is focused on the day to

day management of the City’s wide area networks, enterprise computing
platforms, email, data center management, and network operations 24
hours per day 7 days per week.

Active House the master AD architecture for the 7 AM – 6 PM
Directory City. Provide Federated or non-Federated Monday – Friday
capabilities associated within the City’s AD 24X7 incident
infrastructure. response
Enterprise Network and Systems change control 7 AM – 6 PM

Network management for enterprise services Monday – Friday
Planning including networks, mainframe, and server
systems. Change control services are
managed by the DT Security Services Group.
Changes made 24X7 by various DT Groups.
Email 24X7 Customer Service Desks. After hours 24 Hours per day
service from 6PM – 6AM and weekends are 7 Days per Week
provided by the DT Network Operations
Control (NOC).
Fiber Wide High speed data network services for City 7 AM – 6 PM
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Area Network Departments using the City’s fiber optic Monday – Friday
(WAN) network. Services are provided to the point 24X7 incident
of demarcation. Point of demarcation for response
FiberWAN services is the Customer Edge
switch at each location.
Network 24X7 Network management and monitoring 24 Hours per day
Operations including after-hours helpdesk support. 7 Days per Week
Control
Wide Area WAN Services over a leased line network are 7 AM – 6 PM
Network provided to the point of demarcation. Point Monday – Friday
(WAN) of demarcation for WAN services is the 24X7 incident
Customer Router at each location. response
3.5 Public Safety
DT’s Public Safety Division services include the management and physical
maintenance of the City’s fiber optic’s network, radio systems, microwave
communications, fire alarm systems, and other systems that are vital the
City’s communications operations.

Optical Fiber Maintenance of Optical fiber. 7 AM – 6 PM
Monday – Friday
24X7 incident
response
Radar System Maintain, repair, troubleshoot radar 7 AM – 6 PM
Installation systems. Monday – Friday
and 24X7 incident
Maintenance response
Radio Services Maintain, repair, troubleshoot of existing 7 AM – 6 PM
wireless radio services. Monday – Friday
24X7 incident
response
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4.0 DT Customer Services and Project Management
The Department of Technology, DT, has a “one call” policy.
The DT Customer Service Desk is the first point of contact for all requests for
DT services. It is responsible for resolving issues or routing calls to the
appropriate DT staff.
4.1 Customer Service Information
The Department of Technology Customer Service Desk is available

24X7 365 days per year.
DT Customer Service Desk: (415) 581-7100
DT Customer Service Email: dtis.helpdesk@sfgov.org
4.2 Afterhours Support
DT’s regular business hours are 7AM – 6PM Monday through Friday.
Afterhours support is provided for critical services such as email,
communications networks, telephony, and other services as specified.
DT does not have staff in house for all services 24X7. After-hours
services are on a standby basis.
DT guarantees after hours response as follows:
• DT technical staff will respond via phone with the DT

Network Operations Control within 30 minutes of a call out.
• The DT staff member on standby will contact the client via

phone within 1 hour of a call.
• DT’s Technical staff may remotely resolve the problem or

may need to come on site to resolve the problem. If DT
after hours support personnel must come on site, the
responding staff shall be on site within 3 hours.
• DT personnel shall work with the necessary vendors and

clients to resolve issues covered under this SLA.
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• Requesting clients must respond to DT personnel within 30

minutes via phone when requested or DT reserves the
right to close the call.
• Requesting clients must provide two points of contact that

will be answered during the resolution period (i.e. desk
phone and cell phone)
• Support is only guaranteed for services covered under this

SLA and where specified in amended sections.
• DT takes the providing of services seriously, and shall

escalate after-hours calls to management should DT staff
fail to respond to after-hours requests.
4.3 Project Management Office
The DT Project Management Office provides project and account

management to DT’s Client Departments. Each project manager is
responsible for maintaining and updating SLAs and amendments with
their assigned client departments. Project Managers are the
coordinators for all customer services including managing SOWs and
MOUs between client departments and DT.
The Project Management Office may be reached by calling the DT

Customer Service Desk at (415) 581-7100.
5.0 Outages and Change Control
DT is responsible for notifying client departments
5.1 Planned Outages
The Department of Technology reserves the right to perform necessary

maintenance.
Planned outages shall be coordinated and managed to ensure minimal

service disruption. DT has standard scheduled maintenance windows
on the first and third Saturday of every month; however, service
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outages may occur outside this window due to scheduling or external

vendor support needs. Service outage notifications shall be provided
through the Department of Technology Customer Service Desk.
Outage Duration: Less than 15 Minutes

Hours of completion: Varied based upon services affected
7 calendar days’ notice
Outage Duration: Greater than 15 Minutes

Hours of completion: Based on notification and feedback of critical
clients or City-wide events
14 calendar days’ notice
Standard Maintenance Window

Every 1st and 3rd Saturday from 7AM – 9AM
5.2 Change Control
All changes affecting collocation clients shall be entered in the

Department of Technology Change Control system and notification
shall be handled by the Department of Technology’s Customer Service
desk. Clients may attend a weekly change control meeting hosted by
the Department of Technology’s Security Services group to get
detailed information on change controls. Contact the DT Service Desk
to be placed on the notification email list.
5.3 Unplanned Outages
Emergency maintenance or unplanned outages may occur. Network

recovery services shall be provided 24X7 by the Department of
Technology’s Operations Division. Information on outages is
facilitated by the Department of Technology’s Customer Service Desk
and shall be communicated to the Department’s designated Point of
Contact.
6.0 Client Responsibilities
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Client departments are responsible for maintaining and providing IT services

not covered under this SLA, amendment, or MOU Amendment to this SLA.
Client Departments are required to adhere to all COIT Information
Technology policies, standards, and guidelines.
6.1 Point of Demarcation
The Department of Technology is responsible for all services provided

to the Customer’s Point of Demarcation. The Point of Demarcation is
the point in which DT’s service responsibility stops and the client
department responsibility for the service begins. Refer to the DT
Service Catalog for service details and each services point of
demarcation.
6.2 Client Cooperation
Client cooperation is assumed when this agreement is signed. Client

cooperation may be requested for maintenance or troubleshooting
purposes. If an issue cannot be resolved due to lack of client
cooperation, DT staff shall escalate the issue to DT and Client
management for resolution.
6.3 Client Point of Contact
Client Departments are required to provide DT three points of contact,

(POC), for general communications. One POC shall be the primary
contact for the department and the other two shall be secondary and
tertiary contacts. Secondary and tertiary contacts shall only be
contacted in the event that the primary contact is not available. Client
departments must also supply contact information for their
Department Head, CFO and CAO.
6.3 Security
DT provides security services up to point of demarcation for the

services specified in this SLA. Client department are responsible for
providing security services on the customer side of the point of
demarcation. DT maintains enterprise wide network monitoring tools
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that may show security risks on the customer side of the demarcation.
DT shall share this information with the appropriate contact in each
client department.
DT shall not be responsible for resolving security issues on the client

side of the point of demarcation unless specifically requested to do so
by the client department. Such requests are chargeable at DT’s
normal hourly rate of $ XXX.XX.
7.0 Performance Measures
DT provides performance data to the Mayor’s office each fiscal year. These
measures include the uptime percentage of specific DT services. For FY
2012 the following services performance metrics apply to services covered
under this SLA:
Service Name DT Division FY 2012 Performance

Goal
Email Operations and 99%

Infrastructure
Fiber Infrastructure Public Safety 99% Uptime
IBM Mainframe Operations and 99% Uptime

Infrastructure
Public Safety Radio’s Public Safety 90% Same day radio

repair
Sfgov.org (City Website) Administration 99%
SFGTV Administration 99% Uptime
Telecommunications Customer Service 99.99% Uptime

Service
Wide Area Network Operations and 99.99 % Uptime

Infrastructure
Wireless Data Network for Public Safety 99.99% Uptime
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911
7.1 Performance Reporting
DT shall report all performance metrics and performance statistics to

the Controllers Office, Committee on Information Technology (COIT)
and the Mayor’s Office at the end of each fiscal year. Departmental
POC’s shall receive a quarterly report on DT’s performance metric
compliance.
DT shall implement an on-line Ticketing that will provide a summary of

Customer Service Tickets.
7.2 Performance Impacting Events
DT shall report to COIT on performance impacting events within 30

days of an events occurrence. Only unplanned performance impacting
events effecting Citywide services covered under this SLA and
affecting performance measures shall be reported. Outages not
affecting the enterprise or not part of the Department’s performance
measures shall not be reported.
8.0 Amendments
Master SLA Amendments:
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8.1 Subscription Services
Database Administration FiberWAN Bandwidth
Physical Server Hosting Disaster Recovery Hot Site Services
Virtual Server and Storage Hosting Wireless Data Services
8.2 Memorandum of Understanding (MOU)
Wireless Broadband Services Departmental Network Engineering

Services
Access Control Systems Departmental Server Engineering

Services
Burglar Security Alarm Services After hours client side network/server

support
Public Safety Wiring Operations Web Services
Other MOU(‘s):
__________________________________________________________________
___________________________________________________________________
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Signature Page
Department:
___________________________________________________________________
(Client Department Head or authorized signature) Date
Department of Technology:
(Department Head or authorized signature) Date
Chief Information Officer:
(Chief Information Officer) Date
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CITY AND COUNTY OF SAN FRANCISCO

Service Level Agreement

Document Description - Baseline Service Level Agreement (SLA)

 Basic Agreement covering cost allocated services under 081CI

 Services provided to all departments

 Defines performance metrics for key baseline services

This Service Level Agreement covers services provided by the Department of

1.0 Term of Service

This agreement covers services provided for <Insert Department Name>

1.1 Term of Coverage

1.2 Annual Renewal

This agreement shall be renewed annually prior to the beginning of each

2.0 Service Categories

Cost Allocated 081CI Services

Services billed under budget allocation 081CI are considered baseline

Subscription services such as Database Administration Services and

customer basis. Subscription services are standard DT services not

2.3 Custom Services

Custom services are defined as those specific to a department or project.

Statement of Work (SOW) Services , are custom services in which DT is

Memorandum of Understanding (MOU) documents are an agreement

The DT SOW and MOU Lifecycle:

3.0 Cost Allocated Department of Technology Services

DT provides the following services under budget allocation 081CI. These

3.1 Customer Service

The DT Customer Service Division is focused on providing Customers with

Service Name Service Description Service Hours

Security IT Security services including security 7 AM – 6 PM

The DT Administration Division provides client services focused on

Service Name Service Description Service Hours

Web Maintenance, management, and 7 AM – 6 PM

3.3 Committee on Information Technology (COIT)

The Committee on Information Technology, COIT, is the IT Governance

Service Name Service Description Service Hours

CIO Review Review and approval of all City IT purchases 7 AM – 6 PM

IT Policy and Management of COIT and the associated 7 AM – 6 PM

3.4 Operations and Infrastructure

DT’s Operations and Infrastructure Division (O&I) is focused on the day to

Service Name Service Description Service Hours

Enterprise Network and Systems change control 7 AM – 6 PM

3.5 Public Safety

Service Name Service Description Service Hours

4.0 DT Customer Services and Project Management

The Department of Technology, DT, has a “one call” policy.

4.1 Customer Service Information

The Department of Technology Customer Service Desk is available

DT Customer Service Desk: (415) 581-7100

DT Customer Service Email: dtis.helpdesk@sfgov.org

4.2 Afterhours Support

DT guarantees after hours response as follows:

• DT technical staff will respond via phone with the DT

• The DT staff member on standby will contact the client via

• DT’s Technical staff may remotely resolve the problem or

• DT personnel shall work with the necessary vendors and

• Requesting clients must respond to DT personnel within 30

• Requesting clients must provide two points of contact that

• Support is only guaranteed for services covered under this

• DT takes the providing of services seriously, and shall

4.3 Project Management Office

The DT Project Management Office provides project and account

The Project Management Office may be reached by calling the DT

5.0 Outages and Change Control