Service Offering fields
The fields of the service offering form are listed below and recommendations on how to use each of them are provided.
Name
The name of the service offering is entered in the Name field using the following syntax: [Level] [Service]. Examples: Premium Enterprise Resource Planning (1C); Standard Email Offer; Golden Offer Customer Relationship Management.
Status
The current status of the service offering is selected in the Status field. The following options are available: Planned – the service offering is not available yet. Unpublished – The service offering has been prepared to meet the specific requirements of a specific customer or to register an SLA for a service provider with whom no trust relationship in the R-Service system has yet been established. This service offering is not available to other customers. Available – the service offering is available. Temporarily Unavailable – The service offering is currently unavailable, but it is expected to become available later. Terminated – the service offering is no longer available, and its further appearance is not expected.
Service
In the Service field, select service, for which an offering is being created.
Service Provider
The organization selected in the Service Provider field of the associated service is automatically set in the Service Provider field.
Short description
In the Short Description field, enter a description of the differences between this service offering and other offerings created or planned to be created for the same service. Example: The premium level of service for an email service assumes a target availability of 99.8% for 24 hours from Monday to Saturday and provides full backup of the data center infrastructure for instant recovery in the event of an accident. It is possible to use basic text formatting in this field.
Attachments
Link Attachments (Add Attachment) is used to add an attachment to a service offering. You can add multiple attachments.
Service hours
In the Service Hours field, select calendar, which determines the service availability hours.
Time zone
The Time zone field selects the time zone applied to the selected service hours.
Availability (%)
The Availability field indicates the duration (expressed as a percentage of the total number of service hours) when the service is available to customers with an active SLA based on this offering. Please note: the service is considered unavailable if any part of its main functionality does not work due to the same incident for two or more customer users. The service availability is assessed on a monthly basis.
Reliability (downtime / month)
The Reliability field indicates how many times per month the service may become unavailable to customers with an active SLA based on this offering.
Performance
In the field Performance describes the standard operations performed and their duration. Example: The process of user login to the service (reference login) takes no more than 60 seconds. It is possible to use basic text formatting in this field.
Reaction time and resolution targets
Reaction time within the target (%)
The Reaction time within the target indicator field indicates the minimum percentage of incidents that need to be responded to in order to achieve the target reaction time.
Resolution time within the target (%)
The Resolution time within the target field indicates the minimum percentage of incidents for which a solution must be provided to achieve the resolution time targets.
Low – degradation of the service for a single user
Reaction time
The Reaction Time field indicates the number of hours and minutes or business days during which it is necessary to respond to an incident that has a “Low – degradation of service for one user” effect, provided that it affects an active SLA based on this service offering. It is considered that a response has been received to the request if its status is “In progress".
Solution time
The Solution Time field indicates the number of hours and minutes or business days during which it is necessary to provide a solution for a request that has a “Low – degradation of service for one user” effect, provided that it affects an active SLA based on this service offering.
Support hours
In the Support Hours field, a calendar is selected that defines the support hours for a request that has a "Low – degradation of service for one user" effect, provided that it affects an active SLA based on this service offering.
Notification scheme
In the Notification Scheme field, select SLA notification scheme, which must be associated with a request having a “Low – degradation of service for one user" effect. This will allow notifying individuals when certain decision time targets are reached.
Average - the service is unavailable for one user
Reaction time
The Reaction Time field indicates the number of hours and minutes or business days during which it is necessary to respond to an incident that has an impact of “Average - service unavailable to one user", provided that it affects the active SLA based on this service offer. It is considered that a response has been received to the request if its status is “In progress".
Solution time
The Solution Time field indicates the number of hours and minutes or business days during which a solution must be provided for a request with an impact of “Average - service is unavailable for one user”, provided that it affects an active SLA based on this service offering.
Support hours
In the Support Hours field, a calendar is selected that defines the support hours for a request that has an impact of “Average - Service unavailable to one user”, provided that it affects an active SLA based on this service offering.
Notification scheme
In the Notification Scheme field, select SLA notification scheme, which must be associated with the request having the effect “Average - service is unavailable for one user". This will allow notifying individuals when certain decision time targets are reached.
High - degradation of the service for multiple users
Reaction time
The Reaction Time field indicates the number of hours and minutes or business days during which it is necessary to respond to an incident that has a “High - degradation of service for multiple users” effect, provided that it affects an active SLA based on this service offer. It is considered that a response has been received to the request if its status is “In progress".
Solution time
The Solution Time field indicates the number of hours and minutes or business days during which a solution must be provided for a request that has a “High - degradation of service for multiple users” effect, provided that it affects an active SLA based on this service offering.
Support hours
In the Support Hours field, a calendar is selected that defines the support hours for a request that has a "High - degradation of service for multiple users" effect, provided that it affects an active SLA based on this service offering.
Notification scheme
In the Notification Scheme field, select SLA notification scheme, which must be associated with a request that has a “High - degradation of service for multiple users" effect. This will allow notifying individuals when certain decision time targets are reached.
Highest - the service is unavailable for multiple users
Reaction time
The Reaction Time field indicates the number of hours and minutes or business days during which it is necessary to respond to an incident that has the impact of “Highest - the service is unavailable to several users", provided that it affects the active SLA based on this service offering. It is considered that a response has been received to the request if its status is “In progress".
Solution time
The Solution Time field indicates the number of hours and minutes or business days during which a solution must be provided for a request with the highest impact - the service is unavailable to multiple users, provided that it affects an active SLA based on this service offering.
Support hours
In the Support Hours field, a calendar is selected that defines the support hours for a request that has the “Highest impact - Service unavailable to multiple users”, provided that it affects an active SLA based on this service offering.
Notification scheme
In the Notification Scheme field, select SLA notification scheme, which must be associated with the request having the impact “Highest - the service is unavailable for several users". This will allow notifying individuals when certain decision time targets are reached.
RFC - Request for change
Reaction time
The Reaction Time field indicates the number of hours and minutes or business days during which it is necessary to respond to an RFC request, provided that it affects an active SLA based on this service offering. It is considered that a response has been received to the request if its status is “In progress".
Solution time
The Solution Time field indicates the number of hours and minutes or business days during which a solution must be provided for an RFC request, provided that it affects an active SLA based on this service offering.
Support hours
In the Support Hours field, a calendar is selected that defines the support hours for the "RFC" category request, provided that it affects the active SLA based on this service offering.
RFI - Request for information
Reaction time
The Reaction Time field indicates the number of hours and minutes or business days during which it is necessary to respond to an RFI request, provided that it affects an active SLA based on this service offering. It is considered that a response has been received to the request if its status is “In progress".
Solution time
The Solution Time field indicates the number of hours and minutes or business days during which a solution must be provided for an RFI request, provided that it affects an active SLA based on this service offering.
Support hours
In the Support Hours field, a calendar is selected that defines the support hours for an RFI request, provided that it affects an active SLA based on this service offering.
Standard service requests
Request template
You can use the Request Template field to link the request template to the service offering. You can select only the request templates related to the same service as the service offering. Once a request template is associated with one or more service offerings, it can no longer be applied to the request, unless the initiator is subject to an SLA based on the service offering that the request template is associated with.
Reaction time
The Reaction Time field indicates the number of hours and minutes or business days during which it is necessary to respond to the request to which the specified request template has been applied, provided that the initiator is subject to the SLA based on this service offering. It is considered that a response has been received to the request if its status is “In progress".
Solution time
The Solution Time field indicates the number of hours and minutes or business days during which it is necessary to provide a decision on the request to which the specified request template has been applied, provided that the initiator is subject to the SLA based on this service offering.
Support hours
The Support Hours field selects a calendar that defines the support hours for the request to which the specified request template has been applied, provided that the initiator is subject to the SLA based on this service offering.
Effort classes
Effort classes
In the field Effort Classes, effort classes are selected, which can be selected by persons working on an instance of a service related to this offering through SLA when registering their working hours.
Default effort class
In the Default Effort Class field, one of the effort classes associated with this service offering is selected. The selected effort class will be automatically set in the "Effort Class" field in the request after the person who worked on the service instance associated with this offering through SLA specifies a value in the "Time Spent" field in the request.
Continuity
Target recovery time
The Target Recovery Time field indicates the target time during which the service should be restored after a failure or accident for customers who are subject to the SLA based on this service offering.
Target recovery point
The Target Recovery Point field indicates the maximum possible period for which data from completed operations may be lost as a result of a failure or accident for customers who are subject to the SLA based on this service offering.
Continuity measures
The Continuity measures field describes measures to restore the functionality of the service in the event of a failure or accident and how to backup data. It is possible to use basic text formatting in this field.
Details
Prerequisites
In the field Prerequisites specify the requirements that the customer must fulfill in order to be able to use the service. The service provider cannot be held liable for violating the service level targets if they are caused by the customer's failure to fulfill one or more prerequisites. It is possible to use basic text formatting in this field.
Restrictions
The Restrictions field specifies the restrictions applied to the SLA based on the service offering. Example: The service provider is responsible for the service level targets, subject to the following limitations: 50 concurrent users; database size - 100 GB. It is possible to use basic text formatting in this field.
Frequency of reports
The Frequency of reports field indicates how often the customer's representative with an active SLA based on this service offering receives reports comparing the service level targets specified in the offer with the service level actually provided.
View the frequency
In the field View Frequency indicates how often the customer's representative needs to check the SLA based on this service offering.
Payments
The Payments field indicates the amounts charged by the supplier to the customer for the service and the payment dates for these amounts. Examples of tariffs: payment for each authorized user; annual payment; payment for 1 GB of data. Examples of payment terms: monthly; quarterly; twice a year; annually. This field indicates not only regular payments, but also any one-time payments (for example, payment for initial setup). This field also indicates the required actions when changing tariffs. Example: customers are notified of any tariff changes no later than 6 months before the new tariffs come into force. It is possible to use basic text formatting in this field.
Penalties
The Penalties field indicates the penalties applied to the supplier organization in case of violation of the service level targets. Example: During each Service Level Agreement (SLA) review meeting, special attention will be paid to the Service level targets (SLTs) that were violated during the estimated duration of the SLA. For each SLT target that has been violated, the Service Level manager will provide an action plan taken by the service provider to prevent subsequent violations of SLT targets. It is possible to use basic text formatting in this field.
Termination
The Termination field indicates the period of notice required for the modification or termination of the SLA. Example: Any Service Level agreement (SLA) based on this service offer remains in force until terminated by the customer or service provider (subject to a termination period of 12 months). Customers may also terminate their Service Level Agreements (SLAs) based on this service offer on the effective date of the payment changes announced by the service provider (subject to a termination period of 1 month). It is possible to use basic text formatting in this field.
Financial data
Bids based on the activity of standard service requests
Payment type
The Payment type field indicates how this work is charged - at a fixed rate or hourly rate. Hourly wage costs are calculated by multiplying each time record by the hourly rate of the associated effort class.
Bid
The Bid field is displayed if the payment type is a fixed price. This is the amount charged for completing the linked request.
Activity rates
Payment type
The Payment type field indicates how this work is charged - at a fixed rate or hourly rate. Hourly wage costs are calculated by multiplying each time record by the hourly rate of the associated effort class.
Bid
The Bid field is displayed if the payment type is a fixed price. This is the amount charged for completing the linked request.
Effort class rates
Effort class
The Effort Class field indicates the effort class for which the bid is being determined.
Rate
The hourly rate associated with the effort class is indicated in the Rate field.
Service Level Agreements (SLAs)
Service Level Agreements (SLAs)
In the Service Level Agreements (SLAs) field the SLA on the basis of which this service offering was created are listed.