Standard Operating Procedure

Service Level Agreement

BARD EUROPE SERVICE LEVEL AGREEMENT

Version 1 21 Aug 2004

Owner: File Name:

Gareth Sumpter
SLA_SOP_v1.0.doc

Page 1 of 9

Print Date:

1-Sep-04

Standard Operating Procedure

Service Level Agreement SOP

Table of Contents
1.0 2.0 3.0
3.1

OVERVIEW.................................................................................................. 4 BARD IT HEADCOUNT............................................................................... 4 PERFORMANCE CATEGORIES ................................................................ 4

Services Included In Agreement ....................................................................................4

4.0
4.1 4.2

HELPDESK ................................................................................................. 5
Call Volume.......................................................................................................................5 Average Resolution Days................................................................................................5

5.0
5.1

END USER COMPUTING............................................................................ 6

Support Provided (Business Hours) ..............................................................................6

6.0
6.1

NETWORK SERVICES ............................................................................... 6

Overall WAN Availability .................................................................................................6

7.0
7.1

CORE APPLICATION SERVICE AVAILABILITY ....................................... 6

Major Incidences Impacting Core Business Functions ...............................................6

8.0
8.1

APPLICATIONS DEVELOPMENT AND MAINTENANCE .......................... 7

Change Requests.............................................................................................................7

9.0
9.1 9.2 9.3 9.4

SECURITY TREAT MONITORING.............................................................. 7

Virus Information Site Monitoring:.................................................................................7 Intrusion Detection Network Monitoring: ......................................................................7 Installation of New Patterns on Firewalls and Exchange:...........................................7 Security Instances ...........................................................................................................7

10.0 APPENDIX................................................................................................... 7
10.1 Owner: File Name: Service Levels Matrix.......................................................................................................7 Gareth Sumpter
SLA_SOP_v1.0.doc

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Standard Operating Procedure

Service Level Agreement SOP

11.0 APPROVAL ................................................................................................. 9 12.0 REVISION HISTORY ................................................................................... 9

Owner: File Name:

Gareth Sumpter
SLA_SOP_v1.0.doc

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Print Date:

1-Sep-04

Standard Operating Procedure

Service Level Agreement SOP

1.0

Overview
Bard IT shall provide the Services to the Bard Business Units with skill and care and in accordance with industry practice. In the event Bard IT fails to provide the Services in accordance with the Service Levels, Bard IT will: - perform a root-cause analysis to identify the cause of such failure; - correct such failure; - provide the Bard Business Unit with a written report detailing the cause of, and procedure for correcting, such failure; and - provide the Bard Business Unit with reasonable evidence that such failure will not recur.

2.0

Bard IT Headcount
Below is a breakdown of Bard IT department by area.

Bard IT Headcount
Applications Desktop Support Network/Database Administration Management Fixed length contracts / Contractors Outsourced: BT Telecom (WAN) 12 8 5 1 6 2 N/a

Total

34

3.0
3.1

Performance Categories Services Included In Agreement

1. 2. 3. 4. 5. 6. Helpdesk End User Computing Network Services Major Incidences Impacting Core Business Functions Application Development And Maintenance Security Threat Monitoring

Owner: File Name:

Gareth Sumpter
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Standard Operating Procedure

Service Level Agreement SOP

4.0

Helpdesk
Bard I.S teams shall provide Helpdesk support according to the following table:
Helpdesk Availability (local time) 08:30 - 17:00 Mon-Fri (excluding public holiday) 08:00 - 17:00 Mon-Fri (including public holiday) 07:00-12:00 , 12:30-17:00 Mon-Thur 07:00-12:00 , 12:30-15:00 Fri 08:30 - 18:00 Mon-Fri (excluding public holiday) 08:30 - 18:00 Mon-Fri (excluding public holiday) 08:30 - 18:00 Mon-Fri (excluding public holiday)

Site UK, Crawley Be, Olen De, Karlsruhe Es, Barcelona I, Rome Fr, Voisins

Provision of our of hours support Best endeavours Best endeavours (key buiness staff have home contact of I.T staff) On duty technician Best endeavours Best endeavours Best endeavours (key buiness staff have home telephone nos of I.T staff)

Bard IT problem resolution efforts are essential to the satisfactory provision of support and problem management.

4.1

Call Volume
All incidents/calls reported by users that take more than 5 minutes to complete are logged in the Helpdesk system and full volume statistics will be available.

4.2

Average Resolution Days

Incidents/calls are logged and measured by number of days to resolve. Monthly the average number of days to resolve calls will be reported.

Owner: File Name:

Gareth Sumpter
SLA_SOP_v1.0.doc

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Standard Operating Procedure

Service Level Agreement SOP

5.0
5.1

End User Computing Support Provided (Business Hours)

Site

The following table details the provision of support to the individual Bard sites:
C ra w le y O (c le rw n ) (o Ka le) rls ru Vo he (k is ar in s St (v ) oi Et ) ie nn R e om (s e te Ba (rom ) rc ) el Li ona sb on (ba r Zu (lis ) ) ric h (z Vi en ur) na (v Br ie uc hs ) al H (b el si ng ru) bo At he rg ns (h e (a th l) )
crw crw crw crw crw crw crw crw crw crw crw crw crw crw ole ole ole ole ole crw ole crw crw crw crw ole ole kar kar kar kar kar crw kar crw crw crw crw kar kar kar voi voi voi crw voi crw voi crw crw crw voi 3 3 voi crw voi crw voi crw crw crw ste rom bar rom crw rom crw rom crw crw crw crw bar bar bar crw bar crw bar crw crw crw crw bar bar bar crw bar crw bar crw crw crw crw kar kar kar kar kar kar kar kar kar kar kar kar crw crw crw crw kar kar kar 3 bar kar 3 bar kar hel bar kar crw crw kar hel bar crw crw kar hel bar crw crw crw crw crw crw crw crw crw kar hel crw kar crw crw crw crw crw crw crw crw crw crw crw ole kar crw kar crw kar kar crw kar crw crw crw crw crw kar crw crw crw crw crw crw crw crw crw crw kar crw crw crw crw crw crw crw crw crw crw voi - rom bar bar kar crw kar crw crw kar crw crw kar kar crw crw crw crw crw hel -

Activity Infrastructure Desktop setup & 1st level support Desktop 2nd level support Network - 1st level & Access control Network - 2nd level Backup - 1st level Backup - 2nd level eMail - 1st level eMail - 2nd level European eMail Hub & remote access Management of WAN & SLA Firewall management Site Operations EDS Operations JDE Operations Manufacturing Operations Planning Operations Applications JDE support & development JDE access control EDS support and development EDS access control Manufacturing support and development Manufacturing access control BOSS Europe BOSS local

Notes: "-" indicates that the service is not present/used by staff at these locations "3" indicates the use of a contracted third party for activity Lisbon, Athens, Rome and Barcelona can either be supported by Barcelona or Rome Firewalls in Crw, Kar, Ole and Ath are supported from Crw

6.0
6.1

Network Services Overall WAN Availability

The Bard European WAN is outsourced to BT Telecom. Bard Crawley will provide the overall WAN availability reported as a percentage for the three Hub Sites and All Other Sites

7.0
7.1

Core Application Service Availability Major Incidences Impacting Core Business Functions
A description will be provided of any major activities that occurred during the period with a broad overview of the activities taken to the resolve the problem.

Owner: File Name:

Gareth Sumpter
SLA_SOP_v1.0.doc

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Print Date:

1-Sep-04

Standard Operating Procedure

Service Level Agreement SOP

8.0
8.1

Applications Development and Maintenance Change Requests

Change requests will be reported for the following areas: 1. Applications 2. Access Security 3. Infrastructure

9.0
9.1

Security Treat Monitoring Virus Information Site Monitoring:

Virus Information Site Monitoring shall be provided by Bard IT and shall mean monitoring the information sites of the anti-virus software providers for alerts regarding newly discovered viruses, availability of anti-virus software updates and other IT security threats. This shall be measured as the frequency with which Bard IT monitors the information sites of such anti-virus software providers.

9.2

Intrusion Detection Network Monitoring:

Network administrators will monitor the logs of all servers/communications devices under their responsibility for security alerts/infringements. IT Crawley will perform Intrusion Detection Network Monitoring on firewall devices. Bard IT shall log any interruption in the capability of Bard IT systems to identify intrusion events throughout the Bard IT environment.

9.3

Installation of New Patterns on Firewalls and Exchange:

On operations systems Bard IT will report on the number of following: Windows Critical Patches AIX Critical Patches Firewall Critical Patches

9.4

Security Instances
IT will provide information on any instances or activities that have impacted the smooth operation of the systems over the month in question.

10.0 Appendix
10.1 Service Levels Matrix

Owner: File Name:

Gareth Sumpter
SLA_SOP_v1.0.doc

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Print Date:

1-Sep-04

Standard Operating Procedure

Service Level Agreement SOP

Service Levels Matrix

Measurement
2.1

Help Desk - Performance

Number of Helpdesk Call Logged Average Resolution Days Calls by Functional Area Volume Days Volume

Window 7 by 24 7 by 24 7 by 24 Measurement

2.2

End User Computing - Performance

All 2nd and 3rd level IT support will be provided for networking issues JDE Support and application development Access Control EDS Development and Administration Management of 3rd Party WAN contracts and SLAs E-mail Hubs Europe including Remote Access Support Internet Access Europe

Window Business Hours Business Hours Business Hours Business Hours Business Hours Business Hours Business Hours Measurement

2.3

Network Services - Performance

Overall WAN Availability Hub sites (DE, BE, UK) All Other Sites

Expected

Window 7 by 24 7 by 24 Measurement

99.97% 99.85%

2.4

Change Requests - Performance

Number of Change Requests - Applications Number of Change Requests - Access Security Number of Change Requests - Infrastructure

Expected

Volume Volume Volume

Window Business Hours Business Hours Business Hours Measurement

2.5

Security Threat Monitoring - Performance

Virus Information Site Monitoring Intrusion Detection Network Monitoring Installation of New Patterns on all Firewalls and Exchange Security Instances

Window Bus. Days 7 by 24 7 by 24

Owner: File Name:

Gareth Sumpter
SLA_SOP_v1.0.doc

Page 8 of 9

Print Date:

1-Sep-04

Standard Operating Procedure

Service Level Agreement SOP

11.0 Approval
Date Infrastructure Manager Gareth Sumpter

12.0 Revision History

(Completion of the revision history is required for all changes to this document) Rev# 1.0 Date 31 Aug 04 Author Description Document Release

Owner: File Name:

Gareth Sumpter
SLA_SOP_v1.0.doc

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Print Date:

1-Sep-04