Service Desk Standard Targets & Business Rules

Service Level Agreements What follows is a collection of Service Level related [Organization Name] agreements.

Service Desk Standard Targets & Business Rules This is a sampling of possible standard targets for supporting SharePoint.

Business Outage or significant customer impact that threatens future productivity.

CRITICAL: Service Desk Acknowledge and Assessment Time: 0-15 minutes IT Acknowledge Time: 1.15 minutes Resolution Time: 0-2 hours High Impact problem where production is proceeding but in an impaired fashion. There is a time-sensitive issue important to long- term productivity that is not causing an immediate WORK Stoppage. HIGH: Service Desk Acknowledge and Assessment Time: 0-15 minutes IT Acknowledge Time: 1.1 hour Resolution Time: 0-8 hours Important Issue that does not have significant current productivity impact.

MODERATE: Service Desk Acknowledge and Assessment Time: 1.15 minutes IT Acknowledge Time: 0-8 hours Resolution Time: 0-3 days (Elapse days) Issue that has a low productivity impact. Service Desk continues to monitor.

LOW: Service Desk Acknowledge and Assessment Time: 1.15 minutes IT Acknowledge Time: 0-3 days Resolution Time: 0-3 weeks (Elapse weeks) Scheduled tasks for the future.

Service Desk Acknowledge and Assessment Time: 1.16 minutes SCHEDULED: IT Acknowledge Time: Resolution Time: Depends on nature of request.

Scheduled Outages & Availability Required SharePoint system outages will follow normal Change Control processes. [Organization Name] IT will provide advanced notice of any planned system outages.

Critical Hours: MONDAY to FRIDAY: 7:00-18:00 SATURDAY: 7:00-15:00 Non-Critical Hours: MONDAY to FRIDAY: 18:01-6:59 SATURDAY: 15:01-23:59 SUNDAY: 00:00-23:59 Maintenance SATURDAY: 22:00-8:00 Window: Availability: 99.900% Note: Specific downtimes must be reported via change control.

Data Recovery Guidelines The following Data Recovery Guidelines chart outlines the options available for recovering deleted items, deleted sites and sub sites, and total disaster recovery as well as which responsible role is required to contact. The complete SharePoint containment hierarchy is shown to the right and the data recovery guidelines as they apply at each level is broken down in the chart below.

Author Note: Not every level of the containment hierarchy has been broken down. This is due to the complexity of estimating for certain levels. There are many ways that the speed of recovery and availability can be further enhanced through the use of third party tools or SharePoint vendor products.

Data Recovery Chart Type Level Option Support Roles Time Allocated Availability Items SharePoint Versioning Site Member, Site Immediate Set at library Site Steward, Site level. Sponsor, Team Site Owner. Items, Lists SharePoint Recycle Bin Site Steward, Site Immediate 30 days Site Sponsor, Team Site Owner. Items, Lists SharePoint Site Collection Recycle Bin Site Steward, Site Immediate 30 days or Site Sponsor, Team 50% of Site Owner. available site collection quota Site Server Site Collection Recycle Bin SharePoint Site Immediate 30 days or Collection 50% of Administrators, available site collection SharePoint Farm quota Administrators Site Server Site Collection restoration SharePoint Farm 2-5 days 90 days Collection from previous backup Administrators Disaster Server Restoration from previous SharePoint Farm 24 hours 90 days Recovery – backup. Administrators Complete Required components: Outage  Content Databases  Customizations  Configurations  Binary files (SharePoint and Operating System)