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Service level agreement for database projects

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Introduction

This service level agreement (SLA) describes the general framework for hourly and retainer database projects provided by Letters & Science Computing Resources (LSCR). It details both LSCR's and customers' responsibilities. In certain cases, the terms of this agreement may be altered in the hourly or retainer contract.

Description of services

Database services offered by LSCR on a recharge basis are described below. Note that other services may be provided as well. In general, the specific services provided under a specific contract will be written into the contract.

All support is provided on a strict as-is, time and materials basis. No guarantees or warranties are expressed or implied.

Design and development

LSCR will design database applications based on specifications provided by customers. These services typically include the following:

• Design of the data structures (typically tables in a relational framework).
• Normalization of data structures (to avoid redundancy of data).
• Design of user interface.
• Documentation and training of users.

Responsibilities: LSCR must work closely with departments in the development process to make sure that the database application will meet the customer's needs. With the exception of sample data or data that can be imported from other applications, LSCR will not perform data entry. Customers are responsible for purchasing commercial database software when required for the application.

Maintenance

LSCR will maintain existing databases. Such maintenance may include the following:

• Modifying or extending data structures to accommodate different data access needs.
• Adding or modifying layouts or reports.
• Modifying scripts or other programming code to correspond with changes in business rules.

LSCR may decline to maintain databases not created by LSCR or databases built on unsupported software platforms.

Responsibilities: As mentioned above, customers are responsible for data entry.

Response time

LSCR's goal is to respond to all requests for service as quickly as possible. LSCR will respond to all requests for database services no later than the next business day. Depending on the nature of the request, the work may already have been completed by the time of the initial response. In other cases, a schedule for completion of the work may need to be rearranged.