This page describes the management of service agreement for GÉANT services.

Overview

The GÉANT service portfolio contains four services in the T&I domain at the moment.

The GÉANT Corporate OLA applies to every (supporting) service not covered by a service specific OLA. Some services might define their own, more restrictive, agreements, which replace the Corporate OLA.

Roles and responsibilities:

Service Level Manager
Person responsible to manage service agreements on behalf of GÉANT.

Service Owner
Person responsible to manage service agreements for a single service.

OLA Owner
Person responsible to maintain an agreement document.

Customer
Entitiy receiving the service described in an agreement.

Service Provider: 
Entitiy providing the service described in an agreement.

Corporate level agreements

The GÉANT Corporate Level OLA defines base requirements for all services in the service portfolio. It applies to every service without a service specific OLA in place.

Process:

1. The T&I Service Operations task is responsible for managing the agreement and and updates it on a regular basis. Feedback provided by the service owner must be considered.
2. The OLA is discussed by all service owners, who have to agree to the terms of the agreement.
3. The OLA Owner (a GÉANT representative) is a person responsible for the OLA who has to approve new versions before the become active. New versions are published in Confluence.

Service specific agreements

Service specific agreements define individual requirements of a service. A service specific agreement replaces the corporate agreement by defining more restrictive requirements. There might be an individual OLA for each service component or multiple OLAs for one service.

Process:

1. The T&I Service Operations task supports all parties involved in the service provision by creating a formal agreement.
2. The draft agreement is provided to the Service Level Manager, who officially sends it to the persons defined as the contacts of the customer and service provider.
3. The service provider and customer contact persons approve the OLA by mail to the Service Level Manager.
4. The approval mails are stored in Confluence and the time of approval is documented within the OLA.
5. Creation of an unique reference number for the OLA.
6. The reference number is added to the OLA, the OLA is finalized, stored, distributed and linked in the Service Status Dashboard.