Service Offerings Import

ID,Source,Source ID,Status,Service,Name,Summary,Service Hours,Time Zone,Availability,Reliability,Performance,Continuity,Responses within Target,Resolutions within Target,Response Target Low,Resolution Target Low,Support Hours Low,Response Target Medium,Resolution Target Medium,Support Hours Medium,Response Target High,Resolution Target High,Support Hours High,Response Target Top,Resolution Target Top,Support Hours Top,Response Target RFC,Resolution Target RFC,Support Hours RFC,Response Target RFI,Resolution Target RFI,Support Hours RFI,Maximum Risk of Data Loss,Offline Backup Schedule,Restore Duration,Prerequisites,Limitations,Report Frequency,Review Frequency,Charges,Penalties,Termination
,,,available,Personal Computing,Silver Personal Computing,"The silver level of service for the Personal Computing service offers an availability target of 99.7%. The resolution target of a service outage (i.e. an incident that prevents multiple users from using the service) is 4 support hours. Outages that affect only 1 user and service degradations that affect multiple users have a resolution target of 8 support hours. At least 80% of the incidents covered by an SLA of this offering are to be resolved within the resolution target. In case of a disaster, the service will not be made available again from a continuity site. Customers with an active SLA based on this offering are charged $2,550.00 per single-processor desktop personal computer, per annum, $3,100.00 per dual-processor desktop personal computer, per annum, and $3,600.00 per laptop personal computer, per annum. Additional charges apply optional software applications. This offering is only available at the Widget Manufacturing Center in Chicago.","Monday through Friday, 8:00am until 6:00pm",Central Time (US & Canada),99.7,2,"Booting a personal computer, opening the Microsoft Word application and typing the word ""test"" in a new document (the reference transaction) is not to take longer than 2 minutes.",Service will not be recovered at a continuity site.,80,80,1:00,16:00,"Monday through Friday, 8:00am until 6:00pm",0:30,8:00,"Monday through Friday, 8:00am until 6:00pm",0:30,8:00,"Monday through Friday, 8:00am until 6:00pm",0:30,4:00,"Monday through Friday, 8:00am until 6:00pm",16:00,,"Monday through Friday, 9:00am until 5:00pm",12:00,24:00,"Monday through Friday, 9:00am until 5:00pm",Data Is Not Backed Up,Data Is Not Backed Up,Data Is Not Backed Up,None.,"Single-processor desktops: 1x2.4GHz CPU, 4GB RAM, 240GB hard disk storage.
Dual-processor desktops: 2x3.6GHz CPU, 8GB RAM, 360GB hard disk storage.
Laptops: 1x2.4GHz CPU, 4GB RAM, 120GB hard disk storage.
The service only supports software that runs on the internally-approved version of Microsoft Windows.
The service provider cannot be held accountable for the service level target breaches caused by the installation of unsupported software.",monthly,yearly,"$2,550.00 per single-processor desktop personal computer per annum.
$3,100.00 per dual-processor desktop personal computer per annum.
$3,600.00 per laptop personal computer per annum.
$450 per installation of Microsoft Project per annum.
$265 per installation of Microsoft Visio per annum.

Customers are notified of any charge adjustments at least 4 months before the new charges become effective.","During each SLA review meeting, special attention will be paid to service level targets (SLTs) that were breached during the past SLA evaluation term. For each SLT that was breached, the service level manager will present the actions that Widget North America's Information Technology department has taken, or will take, to ensure that the SLT will not be breached again.","Any service level agreement based on this service offering remains into effect until either the customer or the service provider organization terminates it, taking into account a twelve-month termination period.
Customer organizations may also terminate their service level agreements based on this service offering on the date that a charge change announced by the service provider organization becomes effective, taking into account a one-month termination period."
,,,available,Finance (SAP),Standard Finance (SAP),"The standard level of service for the Finance (SAP) service offers an availability target of 99.8%. The resolution target of a service outage (i.e. an incident that prevents multiple users from using the service) is 4 support hours. Outages that affect only 1 user and service degradations that affect multiple users have a resolution target of 8 support hours. At least 80% of the incidents covered by an SLA based on this offering are to be resolved within the resolution target. In case of a disaster, the service will be made available again from its continuity site within 72 hours form the moment it became unavailable. Customers with an active SLA based on this offering are charged $4,300.00 per authorized user, per annum.",24x7 except Sunday 8:00pm until Monday 5:00am,Eastern Time (US & Canada),98.8,2,The transaction of a user logging on to the service (the reference transaction) is not to take longer than 60 seconds.,Recovery completed within 72 hours.,80,80,1:00,16:00,"Monday through Friday, 8:00am until 6:00pm",0:30,8:00,"Monday through Friday, 8:00am until 6:00pm",0:30,8:00,"Monday through Friday, 8:00am until 6:00pm",0:30,4:00,24x7 except Sunday 8:00pm until Monday 5:00am,8:00,,"Monday through Friday, 9:00am until 5:00pm",,16:00,"Monday through Friday, 9:00am until 5:00pm",24 hours,On Sundays from 11.30am until 6.30pm.,24 hours,"In order for the customer organization to benefit from the service, the following requirements need to be met by the customer organization:
- A workstation compliant with the Widget Hardware Standards & Guidelines for each user of the service with the client software installed and configured on it, and with a 10 or 100 Mbps connection to the customer's local area network (LAN).
- A wide area network (WAN) connection linking the customer's LAN to the GlobalNet WAN cloud. This WAN connection should provide a minimum bandwidth of 10 kbps per concurrent user of the service. The Widget North America service provider organization cannot be held accountable for breaches of the service level targets caused by the failure of the customer organization to meet one or more of these requirements. The service provider organization will ensure the correct installation and configuration of the client software upon the customer's request.","The service provider can be held accountable for the service level targets up to the following capacity limits:
- Database size 100 GB
- 40 Concurrent users.",monthly,yearly,"$4,300.00 per authorized user per annum.

Customers are notified of any charge adjustments at least 4 months before the new charges become effective.","During each SLA review meeting, special attention will be paid to service level targets (SLTs) that were breached during the past SLA evaluation term. For each SLT that was breached, the service level manager will present the actions that Widget North America's Information Technology department has taken, or will take, to ensure that the SLT will not be breached again.","Any service level agreement based on this service offering remains into effect until either the customer or the service provider organization terminates it, taking into account a twelve-month termination period.
Customer organizations may also terminate their service level agreements based on this service offering on the date that a charge change announced by the service provider organization becomes effective, taking into account a one-month termination period."
,,,available,Database,Premium Oracle Database,"The premium Oracle level of service for the Database service offers an availability target of 99.9%. The resolution target of a service outage (i.e. an incident that prevents multiple users from using the service) is 2 support hours. Outages that affect only 1 user and service degradations that affect multiple users have a resolution target of 4 support hours. At least 80% of the incidents covered by an SLA of this offering are to be resolved within the resolution target. In case of a disaster, the service will be made available again from its continuity site within 36 hours form the moment it became unavailable. Customers with an active SLA based on this offering are charged $20,000 per single core processor, or $15,000 per core (in case of a multicore processors), per annum.",24x7 except Sunday 8:00pm until Monday 5:00am,Central Time (US & Canada),99.9,2,To establish a connection to the database (the reference transaction) is not to take longer than 2 seconds.,Recovery completed within 36 hours.,80,80,0:30,8:00,"Monday through Friday, 8:00am until 6:00pm",0:30,4:00,"Monday through Friday, 8:00am until 6:00pm",0:30,4:00,"Monday through Friday, 8:00am until 6:00pm",0:25,2:00,24x7 except Sunday 8:00pm until Monday 5:00am,,,,,,,24 hours,On Sundays from 4.30am until 10.30pm.,24 hours,"In order for the customer organization to benefit from the service, the following requirements need to be met by the customer organization:
- A workstation or server compliant with the Widget Hardware Standards & Guidelines for each user of the service with the correct Oracle ODBC driver installed and configured on it, and with a 10 or 100 Mbps connection to the customer's local area network (LAN).
- For customers not located at Widget's data center, a wide area network (WAN) connection linking the customer's LAN to the GlobalNet WAN cloud. This WAN connection should provide a minimum bandwidth of 10 kbps per concurrent user of the service.
- The customer is responsible for the installation of the Oracle ODBC driver. The Widget North America service provider organization cannot be held accountable for breaches of the service level targets caused by the failure of the customer organization to meet one or more of these requirements.","The service provider can be held accountable for the service level targets up to the following capacity limits:
- Database size 800 GB
- 40 Concurrent users per single core processor (or 30 per core, in case of a multicore processors).",monthly,yearly,"$20,000 per single core processor per annum
$15,000 per core (in case of a multicore processors) per annum.

Customers are notified of any charge adjustments at least 6 months before the new charges become effective.","During each SLA review meeting, special attention will be paid to service level targets (SLTs) that were breached during the past SLA evaluation term. For each SLT that was breached, the service level manager will present the actions that Widget's IT department has taken, or will take, to ensure that the SLT will not be breached again.","Any service level agreement based on this service offering remains into effect until either the customer or the service provider organization terminates it, taking into account a twelve-month termination period.
Customer organizations may also terminate their service level agreements based on this service offering on the date that a charge change announced by the service provider organization becomes effective, taking into account a one-month termination period."