ETSI EG 202 009-3 V1.2.1 (2007-01) User Group;Qual

ETSIEG202009-3V1.2.1(2007-01)ETSIGuideUserGroup;Qualityoftelecomservices;Part3:TemplateforServiceLevelAgreements(SLA)ETSIETSIEG202009-3V1.2.1(2007-01)2ReferenceREG/USER-00015-3KeywordsQoS,SLA,quality,service,userETSI650RoutedesLuciolesF-06921SophiaAntipolisCedex-FRANCETel.:[phone]Fax:[phone]SiretN°34862356200017-NAF742CAssociationàbutnonlucratifenregistréeàlaSous-PréfecturedeGrasse(06)N°7803/88ImportantnoticeIndividualcopiesofthepresentdocumentcanbedownloadedfrom:(PDF).Incaseofdispute,thereferenceshallbetheprintingonETSIprintersofthePDFversionkeptonaspecificnetworkdrivewithinETSISecretariat.Usersofthepresentdocumentshouldbeawarethatthedocumentmaybesubjecttorevisionorchangeofstatus.InformationonthecurrentstatusofthisandotherETSIdocumentsisavailableat:©EuropeanTelecommunicationsStandardsInstitute2007.Allrightsreserved.DECTTM,PLUGTESTSTMandUMTSTMareTradeMarksofETSIregisteredforthebenefitofitsMembers.TIPHONTMandtheTIPHONlogoareTradeMarkscurrentlybeingregisteredbyETSIforthebenefitofitsMembers.3GPPTMisaTradeMarkofETSIregisteredforthebenefitofitsMembersandofthe3GPPOrganizationalPartners.ETSIETSIEG202009-3V1.2.1(2007-01)3ContentsIntellectualPropertyRights................................................................................................................................5Foreword.............................................................................................................................................................5Introduction........................................................................................................................................................51Scope........................................................................................................................................................72References................................................................................................................................................83Definitionsandabbreviations...................................................................................................................83.1Definitions..........................................................................................................................................................83.2Abbreviations.....................................................................................................................................................94BuildingaServiceLevelAgreement(SLA)..........................................................................................105Descriptionoftheservicestermsandconditions...................................................................................115.1Content.............................................................................................................................................................125.2Technicalfeatures.............................................................................................................................................125.3Geographicalfeatures,coverage......................................................................................................................125.4Securityaspects................................................................................................................................................125.5Durationoftheagreement................................................................................................................................125.6QoScommitments............................................................................................................................................136Servicelifecycle....................................................................................................................................136.1Serviceprovisioning.........................................................................................................................................136.2Servicealteration..............................................................................................................................................146.3Technicalupgrade............................................................................................................................................146.4Servicesupport.................................................................................................................................................146.4.1Documentatio