Service Level Agreement and Disaster Recovery Policy
|
Master Agreement |
|
| Published Date: |
2016-07-01 |
| Updated on: |
2021-09-29 |
| Valid To: |
2022-01-01 |
| Review Cycle: |
Annually |
| Approved By: |
Andrew Kadar |
Purpose
This policy defines acceptable methods for disaster recovery planning, preparedness, management and mitigation of IT systems and service.
Response Time
- Standard Support:4 hours or less
- Extended Support:1 hour or less
- Premium Support: 1 hour or less
“Response Time” begins to be counted at the time that a user notifies IT of a Trouble or Outage or IT determines that such a Trouble or Outage exist on its own. Response time concludes when the appropriate staff or service provider commences performance of remedial services. The definition of “Outage” or “Trouble” is defined as any product or service that does not operate within the service level agreement.
Type of Support
Normal (Non-Critical):
- Operational issues for certain features/capabilities with no impact to business operations and no loss of functionality.
- General “how-to” questions, requests for on/off-boarding users, password issues, equipment/software and security modifications.
- The problem affects productivity, but a workaround is available.
Critical:
- Specific functionality is not working for multiple users across a Mission Critical System or business operation is hampered for one or all offices.
- Significant impact that threatens regulatory compliance, revenue, safety, or security.
Support Level Availability
Standard Support:
- 8:00 A.M. to 6:00 P.M. Monday through Friday eastern time (except on holidays and office closure days).
Extended After Hours Support:
- 6:00 P.M. to 10:00 P.M. Monday through Friday eastern time (except on holidays and office closure days).
- 10:00 A.M to 6:00 P.M. on weekends, holidays and office closure days.
Premium After Hours Support (Diabetes Canada website only):
- 6:00 P.M. to 8:00 A.M. Monday through Friday eastern time (except on holidays and office closure days).
- 12:00 A.M to 11:59 P.M. on weekends, holidays and office closure days
Guaranteed Uptime
Uptime is time during which a service is in operation.
- 95% uptime in 30 days = 1 day, 12 hours (downtime)
- 99% uptime in 30 days = 7 hours (downtime)
Planned downtime does not count against the guarantee. If the service is not supported outside the Standard Support levels, then downtime outside of this period does not count against the guarantee.
After Hours Critical Support Contact Method
IT provides limited evening and weekend emergency support. This method is only to be used for problems that severely impact immediate productivity outside of the Standard Support hours. A staff is always on-call to assist with critical issues. The After Hours Critical Support Hotline phone number is 416-408-7098. When calling the hotline, we will attempt to connect you with a technician. If no technician is available, please leave a message with your name, phone number, and a detailed description of the problem. Your call will be returned within one hour.
Data Recovery Point
The amount of data loss measured in time. For example, if a disaster occurs at 12:00 P.M. and the Data Recovery Point is 4 hours, the system should recover all data that was in the system before 8:00 A.M.
Service Recovery
Time The time it takes after a disruption to restore the service. For example, if a disaster occurs at 8:00 A.M. and the Service Recovery Time is 12 hours, the Disaster Recovery process should restore the business process by 8:00 P.M.
Disaster Recovery Process Example
Corporate Applications and Owners
|
Application Name |
Owner |
| Email, Files and Corporate mobile phones |
Tim D'Souza |
| Finance Apps (Unit4) |
Tim D'Souza |
| SharePoint |
Tim D'Souza |
| Conferencing Services |
Tim D'Souza |
| Diabetes Connect, VPN |
Tim D'Souza |
| Office 365 | Tim D'Souza |
| OMA |
Janelle Robertson |
| Call Centre |
Janelle Robertson |
| Driver Mobile |
Janelle Robertson |
| D-Hub (CRM) |
Brendan Robinson |
| HRIS (Ceridian Dayforce) |
Tim D'Souza |
| Websites | Jennifer McEvoy |
| Blackbaud Internet Solutions (BBIS) |
Brendan Robinson |
| TeamRaiser |
Brendan Robinson |
| Monitoring for Health |
Russell Williams |
Service Level Matrix
Standard Support Monday-Friday: 8 AM - 6 PM
Service |
Uptime Guarantee
(30 days)
|
Service
Monitoring
|
Type of Support |
Response time |
Data Recovery Point |
Service Recovery Time |
Email |
99% |
√ |
Normal & Critical |
2 hours or less |
4 Hours |
1 Business Day |
Office 365 |
99% |
√ |
Normal & Critical |
2 hours or less |
Documents: 24 Hours
|
1 Business Day |
| Finance Apps |
95% |
√ |
Normal & Critical |
2 hours or less |
Server: 1 week
Database: 4 hours
|
1 Business Day |
SharePoint |
95% |
√ |
Normal & Critical |
2 hours or less |
Server: 1 week
Database: 4 hours
|
1 Business Day |
Diabetes Connect |
99% |
√ |
Normal & Critical |
2 hours or less |
1 week |
1 Business Day |
Files |
99% |
√ |
Normal & Critical |
2 hours or less |
4 Hours |
1 Business Day |
OMA |
99% |
√ |
Normal & Critical |
2 hours or less |
Server: 1 week
Database: 4 hours
|
1 Business Day |
D-Hub (CRM) |
99% |
√ |
Normal & Critical |
2 hours or less |
Server: 1 week
Database: 4 hours
|
1 Business Day |
Diabetes Canada Website |
99% |
√ |
Normal & Critical |
2 hours or less |
Server: 1 week
Database: 4 hours
|
1 Business Day |
|
Service |
Uptime Guarantee
(30 days)
|
Service Monitoring |
Type of Support |
Response time |
Data Recovery Point |
Service Recovery Time |
D-Camp (Camp Huronda) |
Schedule A |
√ |
Normal & Critical |
2 hours or less |
N/A |
See Schedule A |
Regional Offices |
Schedule C |
√ |
Normal & Critical |
2 hours or less |
N/A |
See Schedule C |
Service |
Uptime Guarantee
(30 days)
|
Service Monitoring |
Type of Support |
Response time |
Data Recovery Point |
Service Recovery Time |
Data Centre Internet Connection (AKN) |
99.9% |
√ |
Normal & Critical |
2 hours or less |
N/A |
4 Hours |
Wired network |
99% |
√ |
Normal & Critical |
2 hours or less |
N/A |
1 Business Day |
Wireless network |
95% |
√ |
Normal & Critical |
2 hours or less |
N/A |
1 Business Day |
Computers and Mobile Devices |
95% |
Normal & Critical |
2 hours or less |
N/A |
1 Business Day |
|
Panasonic Telephone System |
95% |
√ |
Normal & Critical |
2 hours or less |
N/A |
1 Business Day |
|
Conferencing services
(Microsoft Teams, Zoom)
|
95% |
Normal & Critical |
2 hours or less |
N/A |
1 Business Day |
|
Dayforce (HRIS) |
95% |
Normal & Critical |
2 hours or less |
N/A |
1 Business Day |
|
Copiers/Printers (ShareNet) |
95% |
Normal & Critical |
2 hours or less |
N/A |
1 Business Day |
|
VPN (Remote access) |
95% |
√ |
Normal & Critical |
2 hours or less |
N/A |
1 Business Day |
|
User Accounts (password issues, etc.) |
99% |
Normal & Critical |
2 hours or less |
N/A |
1 Business Day |
Extended After Hours Support Monday-Friday: 6 - 10 PM, Weekends/Holidays: 10 AM - 6 PM
Service |
Uptime Guarantee (30 days) |
Service Monitoring |
Type of Support |
Response time |
Data Recovery Point |
Service Recovery Time |
| OMA |
99% |
√ |
Critical Only |
1 hour or less |
Server: 1 week Database: 4 hours |
1 Business Day |
| D-Camp (Camp Huronda) |
Schedule A |
√ |
Critical Only |
1 hour or less |
N/A |
See Schedule A |
| Data Centre Internet Connection (AKN) |
99.9% |
√ |
Critical Only |
1 hour or less |
N/A |
4 Hours |
Premium After Hours Support Monday-Friday: 6 PM - 8 AM, Weekends/Holidays: 24 HRS
| Service | Uptime Guarantee (30 days) |
Service Monitoring |
Type of Support |
Response time |
Data Recovery Point |
Service Recovery Time |
Diabetes Canada Website |
99% |
√ |
Critical Only |
1 hour or less |
Server: 1 week Database: 4 hours |
1 Business Day |