Schedule J - Service Levels
Last updated on August 16, 2016
What is the purpose of this Schedule?
Who develops the supporting documents required to update this schedule?
When should the schedule's supporting documents be created?
When is this particular schedule used?
What is required for this schedule?
| What is the purpose of this Schedule? | The purpose Schedule J is to provide a centralized location for all service levels available under the TSMA. |
| Who develops the supporting documents required to update the Schedule? | Changes within the schedule will be developed by the vendor, TELUS and then reviewed/negotiated with the Province. |
| When should the Schedule's supporting documents be created? | As this Schedule provides service levels available under the TSMA. When adding a new service, there may already be a service level that can be used as typically service levels apply to a group of services. If a new service level is required, the appropriate document(s) are always created by TELUS after the Province has documented their requirements and the requirements have been reviewed and agreed to by the Vendor (TELUS) via a Term Sheet negotiated by the Province's Legal Representative. |
| When is this particular schedule used? | This Schedule is updated if a new service level is required for the service being onboarded to the TSMA. |
| What is required for this schedule? | It is important that you determine all of the business requirements for this new service level and ensure they are included in the requirements document and then the Term Sheet. |
| Tips: |
See services levels contained in J-II for examples and the standard templates to be used. |
Service Level Considerations
You may want to consider using an agreement (SLA) versus an objective (SLO) as well as the following items:
- Service Level Credits
- Critical Thresholds
- Service Credit Level Exemptions
- Deal Performance Report
- Service Plan Content
Current Schedule
Contact information
For more information please contact the Office of the Chief Information Officer