FALKENBERG Bilaga 1-F SLA ver 2 6 2009-KS0263.doc

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Innehåll1 SLA........................................................................................................................................51.1 Inledning...................................................................................................................................... 51.1.1 Certifierad utrustning.......................................................................................................... 51.2 Grundläggande regler för avtalet............................................................................................. 51.2.1 Informationssäkerhet.......................................................................................................... 51.2.2 Policies och Standarder..................................................................................................... 61.2.3 Personuppgiftsbiträde ........................................................................................................ 61.2.4 Hantering av tillgångar....................................................................................................... 61.2.5 Hantering av media ............................................................................................................ 61.2.6 Driftrutiner och driftansvar ................................................................................................. 61.2.7 Ändringshantering (Change Management) .................................................................... 61.3 Risk- och sårbarhetsanalys ...................................................................................................... 71.4 Förutsättningar för incidenthantering ...................................................................................... 71.4.1 Problemklassificering ......................................................................................................... 71.4.2 Åtgärdstid............................................................................................................................. 71.4.3 Tillgänglighet ....................................................................................................................... 82 Möten ....................................................................................................................................82.1 Leveransmöte............................................................................................................................. 82.2 IT-rådsmöte................................................................................................................................. 82.3 Applikationsmöte........................................................................................................................ 82.4 Driftsmöte .................................................................................................................................... 93 Tjänster för basfunktioner......................................................................................................93.1 Servicedesk ................................................................................................................................93.1.1 Öppethållande..................................................................................................................... 93.1.2 Jour ....................................................................................................................................... 93.1.3 Verksamhetsplacerad servicedesk .................................................................................. 92009-KS0263 1 av (24) Bilaga 1
3.1.4 Svarstid ................................................................................................................................93.1.5 Återrapporteringstid.......................................................................................................... 103.1.6 Ärendehantering ............................................................................................................... 103.1.7 Incidenthantering .............................................................................................................. 103.1.8 Problemhantering ............................................................................................................. 103.1.9 Servicefönster ................................................................................................................... 103.1.10 Rapportering.................................................................................................................... 103.2 Serverhall .................................................................................................................................. 113.3 Nätverks- och brandväggsdrift ............................................................................................... 113.3.1 Generellt............................................................................................................................. 113.3.2 Brandvägg, proxy, spamfilter, webfilter, m m ............................................................... 113.3.3 Nätverksunderhåll............................................................................................................. 123.3.4 Rapportering...................................................................................................................... 123.3.5 Förändring av miljön......................................................................................................... 123.4 Serverdrift.................................................................................................................................. 123.4.1 Servermiljö......................................................................................................................... 123.4.2 Generellt............................................................................................................................. 133.4.3 Hårdvara ............................................................................................................................ 133.4.4 Kluster ................................................................................................................................133.4.5 Mjukvara............................................................................................................................. 133.4.6 Övervakning/underhåll..................................................................................................... 133.4.7 Rapportering...................................................................................................................... 133.5 SAN drift .................................................................................................................................... 143.5.1 Hårdvara ............................................................................................................................ 143.6 Backup och restore.................................................................................................................. 143.6.1 Generellt............................................................................................................................. 143.6.2 Hantering av media .......................................................................................................... 152009-KS0263 2 av (24) Bilaga 1
Page 1: Service Level AgreementIT-driftFalk
Page 5 and 6: 5.1 Hantering av användare, kontoh
Page 7 and 8: 1.2.2 Policies och StandarderKommun
Page 9 and 10: vilken tredjepartsleverantör ansva
Page 11 and 12: 3.1.5 ÅterrapporteringstidÅterrap
Page 13 and 14: • Löpande uppdatering av felkorr
Page 15 and 16: • Tillgänglighetsrapporter.• I
Page 17 and 18: 3.8 PrinterhanteringKommunen har en
Page 19 and 20: 4.1 Klientdrift4.1.1 Centraladminis
Page 21 and 22: 5.1.2 Definition kontohantering•
Page 23 and 24: Detta avsnitt gäller endast drift

FALKENBERG Bilaga 1-F SLA ver 2 6 2009-KS0263.doc

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