At Your Service
Measure Up
Its a Sign
All in the Details
Rate Me
100
URL for our SLA website.
What is www.cio.ny.gov/sla.htm?
100
A summary of all SLA measurements is found here.
What is Appendix A of the Main SLA Template?
100
The length of time we have to get all Customer Agencies to sign the SLAs.
What is 90 days?
100
These are four of the nine service areas that have SLA detail documents.
What are any four of these? (CCC, NYSDS, Empire 2.0 Web, Data Center, CNS, NYeNet, NYSeMail, Tech Academy, Telecom)
100
One of several categories of expeditures typically needed to provide a service?
What is one of the following: Hardware, Software, Personnel, Maintenance, Supplies, or Overhead?
200
One page summary describing the SLA program.
What is the SLA Fact Sheet?
200
The measurement column containing the service goal for the current year.
What is Target Performance Level?
200
This is how the Customer acknowledges receipt of the SLA document.
What is a Signature?
200
Response to Sev-1's & incident management are found hin this document.
What is the CCC detail document?
200
This is used to ensure revenue and expenditures are equalized each year.
What is Reconciliation?
300
Contains a definition of terms used in the SLA.
What is the SLA Glossary?
300
The measurement column containing the typical public/private sector performance level for a service.
What is Industry Average?
300
How customers have helped us develop the SLA.
What is Early Feedback Phase and/or Open Comment Period?
300
Support included at Silver, Gold and Platinum levels are described here.
What is the Data Center detail document?
300
Punitive financial action used when targets aren't met in the private sector but uncommon in the public sector.
What are Penalties?
400
Location of graphs showing current year monthly measurement results for all services.
What is the SLA Website?
400
Most measures focus on operational efficiency, but each service includes this common measure of effectiveness.
What is Customer Satisfaction?
400
Your first step in getting an SLA signed.
What is Contact the Customer after the SLA is mailed to them.
400
The day of the month that Active Directory is queried for NOS users in an OU is found in this document.
What is the CNS detail document?
400
Typical month when bills for the current fiscal year are actually first mailed.
What is August or September?
500
Used to tailor each SLA to a specific agency.
What is Customization?
500
Two things that can be measured for a service, other than Availability.
What is quality, response time, customer satisfaction, resolution rate, flexibility, or others?
500
A few things to remember as part of your approach to getting an SLA signed.
What is Show Confidence that an SLA is part of good standard business, Convey it is good for both parties, and Inform that signing confirms receipt?
500
Delegated admin tool features allowing agencies to add/ delete user accounts and mailboxes is found here.
What is the NYSeMail detail document?
500
This government payment would be jeopardized if we charged dfifferent rates for an identical service to various customers.
What is Federal Reimbursement?
M
e
n
u