Service Level Agreement (SLA) for IPA Offices By. Dubuque Internal Medicine
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1 (SLA) for IPA Offices By Effective Date: Document Owner: s IT department Version Version Date Description Author Kathy Oberbroeckling Updates Peter Koshakji Approval (By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.) Approvers Role Signed Approval Date Dubuque Internal Medicine Service Provider IPA Member
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3 Table of Contents 1. Agreement Overview Stakeholders Periodic Review Service Agreement Service Scope IPA Member(s) Requirements IT Department Requirements Service Assumptions Service Management Service Availability Service Requests IPA Member Network / System Requirements /17
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5 1. Agreement Overview This Agreement represents a ( SLA or Agreement ) between and the IPA Member for the provisioning of IT services required for support and the maintenance of the network. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein. Technology support services are provided through the IT Department. This support team is committed to delivering high quality customer service and support to all and the IPA member. To ensure the best possible support, we provide this outlining specific software, services, and responsibilities provided by the Help Desk. Note: This service level agreement is subject to modifications in response to changes in technology services and support needs. The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the IPA Member(s) by the IT Department. The goal of this Agreement is to obtain mutual agreement for IT service provision between the and IPA Member(s). The objectives of this Agreement are to: Provide clear reference to service ownership, accountability, roles and/or responsibilities. Present a clear, concise and measurable description of service provision to the IPA Member. Match perceptions of expected service provision with actual service support & delivery. 5/17
6 2. Stakeholders The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA: IT Service Provider(s): IT Customer(s): IPA Member(s) 6/17
7 3. Periodic Review This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. The Business Relationship Manager ( Document Owner ) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. Business Relationship Manager: Review Period: Bi-Yearly (6 months) Previous Review Date: Next Review Date: Service Agreement The following detailed service parameters are the responsibility of the Dubuque Internal Medicine IT department in the ongoing support of this Agreement Service Scope Software and Services Covered by the IT Department; Desktop Operating Systems o Microsoft Windows XP Professional (Will end April 2014) o Microsoft Windows Vista Business/Ultimate o Microsoft Windows 7 Professional/Ultimate Office Suites o Microsoft Office 2003/2007/2010 (*includes Word, Excel, Powerpoint, Access) Clients o Microsoft Outlook 2003/2007/2010 Browsers o Internet Explorer 7 and above o Mozilla Firefox o Google Chrome 7/17
8 Common Applications including, but not limited to: o Adobe Acrobat and Reader 9 and up o Microsoft Visio 2003/2007 Third Party/Proprietary Software All third party and proprietary software will be supported on a best effort basis. Best Effort means that the Help Desk will not refuse to troubleshoot issues with third party and proprietary software that they are unfamiliar with. However, in the case of limited to no experience with the software, the Help Desk has the right to reassign the ticket to a 3rd Party Consultant at billable rates. To better service the IPA Member, it is recommended that the office provide documentation to the Help Desk regarding any third party or proprietary software. PC and Network Troubleshooting o Network connectivity (includes connectivity to eclinicalworks and McKesson) o General PC hardware diagnosis o Printers, drivers, and queues o Database connectivity o ODBC connections Terminal Services o Printer setup and troubleshooting Handheld Devices (including, but not limited to: Android and iphone) o Setup and Configurations* o Synchronization troubleshooting Administrative Tasks o Create user accounts and groups o Create mailboxes and distribution lists o Reset passwords o Unlock domain accounts o File/Folder permissions o Microsoft Outlook profile setups** Software Installations o Installations are a scheduled task o Carried out 8:00am to 5:00pm CST Monday-Friday o 48-hour advanced notice is needed to schedule the install o Maximum of 5 PC s per client site per day 8/17
9 Software installs are considered a low priority. If software installs are needed earlier than the 48-hour window, or before they can be scheduled with the Help Desk, they will be reassigned to a 3rd Party Consultant at the billable rate. PLEASE NOTE: If the PC is unavailable at the scheduled time of install, the technician will reschedule. If the PC is unavailable after three scheduled attempts, the technician will assign the ticket to the 3rd Party Consultant at the billable rate. AntiVirus and Spyware/Malware o Scans and removal File and Folder Restores o Backup restores only Outside of scope for Information Technology Services The Help Desk will not support the following items including, but not limited to: User profile setups and configurations (apart from Outlook profiles) Computer systems that are not on the IPA domain. Data transfers Hardware related issues o PC failure o Hard drive failure o Memory failure o Power supply failure o Printer failure o Mouse failure o Keyboard failure o Monitor failure ISP outage (e.g. AT&T, Verizon, Comcast, Southwest Bell, etc.) Hardware/Software/ISP Vendor management Application How To training* Bulk work** eclinicalworks Practice Management (Connectivity issues are in scope). eclinicalworks Electronic Medical Records (Connectivity issues are in scope). McKesson PLUS/ONLINE (effective 12/2014 excluding connectivity). * The Help Desk s primary responsibilities are to the services described in this document. ** Any service request (in scope and excluding software installs) involving multiple PC s will be considered bulk work. For example, if a client site gets a new printer and the printer needs to be added to all the PC s at the site, the installation will be assigned to a 3rd Party Consulting firm and billed at the standard rate. 9/17
10 For software installations, any request involving more than 5 PC s will be considered bulk work. Software install requests are limited to 5 PC s per client site per day. 10/17
11 4.2. IPA Member(s) Requirements IPA Member(s) responsibilities and/or requirements in support of this Agreement include: Payment for all support costs at the agreed interval. Provide detailed information at the time of the service request, which consists of the caller s name, IPA office, and a description of the problem. Reasonable availability of customer representative(s) when resolving a service related incident or request. Notify the Help Desk in advance of any pre-determined required assistance. Documentation is the most vital component in assuring the smooth operation between the IPA Member and the Help Desk when providing technical support. Lack of documentation only hinders the Help Desk in performing their duties effectively and does not reflect well at the IPA office. It is required by the IPA Member to provide the Help Desk with any and all details of the IPA Member network environment in order to understand and provide services. It is the IPA Member s responsibility: To document the network in detail. To document the configuration information for Handheld devices and provide any other specific setup instructions to the Help Desk. To document the configuration and setup information for Outlook profiles and provide any other specific setup instructions to the Help Desk. To provide the Help Desk documentation on any and all third party and proprietary software used by the IPA office if support for the software is needed. To provide the Help Desk documentation on the location of software install files, serial keys, and any special install configuration instructions. To handle all ISP and Vendor Management including third party applications and break fix issues. To handle all Server & network related issues and matters not addressed in scope of work for Help Desk services. The Help Desk reserves the right to withhold service to a client if any of the above information is not provided. 11/17
12 4.3. IT Department Requirements The IT Department responsibilities and/or requirements in support of this Agreement include: Meeting response times associated with service related incidents. Appropriate notification to IPA Member for all scheduled maintenance. Appropriate notification to IPA Member for all service outages Service Assumptions Assumptions related to in-scope services and/or components include: Changes to services will be communicated and documented to all stakeholders. 12/17
13 5. Service Management Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components. Severity Level Description Urgent / Critical A severe problem preventing staff from performing critical business functions. A workaround is not possible. Examples include, but are not limited to, payment processing errors, production data corruption (data loss, data unavailable), production system crash and recovery efforts are failing, severe performance degradation, security flaw / breach, and production system and/or data is at high risk of potential loss or interruption. Medium Staff is able to perform most functions, but certain functions or tasks cannot be performed. Workarounds are possible. Examples include, but are not limited to, production system has encountered a non-critical problem or defect, program errors have occurred but can be addressed by a temporary workaround, and program errors have occurred that do not crash the program. Low Staff is able to perform all functions, but there are errors which do not affect data or system integrity. Examples include, but are not limited to, spelling errors, typographical errors, and formatting errors. Response Time Immediate to within 1 hour of the call Within 1 State business day of the call Within 2 State business days of the call Resolution Time Within 4 hours of the call Within 3 State business days of the call Within 5 State business days of the call Projects would be entered and prioritized at DIM s discretion using proprietary project management software. Project examples include: interfaces, software implementations, infrastructure upgrades, etc. 13/17
14 5.1. Service Availability Hours of Operation for the Help Desk The Help Desk services will be available between the hours of 7:30am and 5:00pm CST, Monday through Friday. After Hours Support After hours support will be provided by the Help Desk. Calls after 5PM and before 7:30am Monday through Friday, as well as the weekends, will be forwarded to the oncall IT support resource. To engage Emergency After-Hours support, call and press option 1. In the event there is no answer, please leave a voic with your contact details and contact number. In the event has a busy tone, please call to engage response team. After hours support is limited to Emergency issues only. The Help Desk is not staffed 24x7. This means that requests and tickets assigned to the Service Desk over the weekend will not be acknowledged until the next business day. Additionally, the Help Desk will be unavailable during major US holidays. In the case of emergencies, please follow the after hours support section Service Requests In support of services outlined in this Agreement, IT department will respond to service related incidents and/or requests submitted by the IPA Member within the following time frames: 0-1 hours (during business hours) for issues classified as Urgent/Critical priority. Within 24 hours for issues classified as Medium priority. Within 48 working days for issues classified as Low priority. 14/17
15 Remote assistance will be provided in-line with the above timescales dependent on the priority of the support requests. Requesting Assistance/Service: Help Desk services can be accessed in the following ways: * Note: Level 1 Technician include Help Desk Support Coordinator. Level 2 Technician includes Members of the Technology Team. Phone A ticket will be created for each call received by the Help Desk. When a call is received by the Help Desk, the call will be answered by the IT Department. If the incoming request can be handled within 10 minutes, the IT resource will stay with the call to resolve the issue. If the IT resource estimates that the incoming request will take longer, they will dispatch the call to Desk side technician if one is available, or (b) inform the caller that the issue will be assigned to a Desk side technician and end the call. The IT technician will then place the ticket in the Help Desk ticket queue where it will be assigned to a Desk side technician by IT. If all technicians are unavailable, the caller will be forwarded to IT voic box. In such cases, the Help Desk will listen to the voic , create a ticket, and place the ticket in the Help Desk ticket queue. The ticket will then be assigned to a Desk side technician. The technician will respond based on ticket priority. A ticket will be created for each request received by the Help Desk. To generate a Help Desk ticket, dimhelpdesk@dubuqueinternalmed.com. For requests to be processed, the following information MUST be included in the body of the Requester s full name IPA office name Call-back number a detailed description of the issue If this information is not in the request, no further action will be taken by the Help Desk. A Help Desk technician will add the information into a ticket and assign it the proper priority. The ticket will then be placed in the Help Desk ticket queue, where it will then be assigned to Desk Side technician. 15/17
16 requests sent over the weekend will not be acknowledged until the next business day. Tickets Tickets can be assigned to the Help Desk through the Help Desk Portal. Incoming tickets will be placed in the Help Desk ticket queue. The Help Desk Team Lead will then assign the ticket to a Level 2 technician. Call backs On a call back, the Help Desk will leave a voic for the user if there is no answer. The Help Desk will make additional attempts to contact the office for 3 consecutive days. If the IPA Member has not responded to the Help Desk after the third day, the ticket will be marked completed and closed. Calls and s The Help Desk will make every effort to resolve the issue at the time of the service call. This will be the initial method for resolving issues provided that there is a Level 2 technician available. During those times when a Level 2 technician is unavailable at the time of the call, and for requests, the Help Desk will log and assign priorities based on specific definitions. Requests will be handled according to the priority assigned to them. Tickets It is important that the IPA Member chooses the correct priority level when creating the ticket, so that we may effectively process all requests. However, it is at the discretion of the IT department to downgrade or upgrade a ticket priority if they consider it necessary. 16/17
17 6. IPA Member Network / System Requirements 1) All Computers on the IPA Network will need to have one of the following Operating Systems: (Windows 7 Professional or higher/ Windows XP Professional (Until April 2014)/ Windows Vista Business or higher) 2) All Computers on the Network will need to be secured and patch managed by DIM. (A local administrator will be created on each machine for the practice and for DIM to manage). All systems will have Barracuda Malware Tools and Vipre installed. The systems will be patch managed centrally. Any compromised systems will need to be disconnected from the Network. 3) Any vendors that work on the private practice network or systems will need to engage DIM IT for tasks being performed to ensure no impact to the practice or other practices at the IPA level. This will include a change management process the vendor will need to adhere to. 4) All Computers will need to have the proper licenses associated with software installed on the systems. Audits will be initiated periodically to validate. The ManageEngine agent will need to be installed to each of the systems. 5) All Network devices will need to have a set of credentials created for DIM personnel to manage. 6) It is the responsibility of the IPA Practice to engage DIM IT resources when a system has been compromised and/or when resources leave the organization. In the event a system needs to be decommissioned from the environment, DIM IT will need to decommission accordingly. 7) All systems on the network will need to be encrypted using PGP. 8) All systems on the IPA network are required to install the ManageEngine Asset Manager. This will allow DIM IT to provide remote support to the systems as well as provide a means of auditing the systems in the environment. 9) All practices will need to have traffic logged to a syslog server locally at the practice. Devices that need to have the syslog functionality enabled are the firewalls, switches, wireless access points, networking equipment, etc. In addition, any practices that are not on the IPA domain will need to have security reports available to DIM IT to view. Reports include MBSA reports, vulnerability tests, Patch Management Reports, firmware reports on systems/printers, AV reports/alerts, etc. 10) If a practice is not part of the IPA Domain, a set of VPN credentials will need to be created for DIM IT to log onto the syslog server at their location. 17/17
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