NAVSUP hosting requirements and service level agreements

Abstract

This paper consists of a statement of work (SOW) and its related service level agreements (SLAs) for hosting services. The paper will he used as part of contract negotiations to outsource the hosting functions for NAVSUP owned applications. The SOW contains the hosting requirements that NAVSUP believes are necessary to support the application. NAVSUP will maintain control and responsibility of the application software, but all server and infrastructure hardware as well as system software support (operating system, monitoring software, utilities, and infrastructure software), is the responsibility of the service provider. The SOW details hosting requirements at three levels to allow program managers to select the levels and the corresponding services that best meet their needs. A service level agreement (SLA) is an agreement between a provider of services and a customer that defines a level of performance. This agreement defines in measurable terms the service to be performed, the level of service that is acceptable, and the means to determine if the service is being provided at the agreed upon levels. SLAs define the quality of service, and how it is measured. There are fourteen SLAs defined that support the SOW. This paper provides a starting point for negotiating host services. The intent of this paper is to give the program managers a document that listed hosting services that will provide a high level of support for their application. The SOW and SLA were designed to meet the needs of most applications, but each program ram manager will have the flexibility to select and modify the services and service levels re required to support their specific applications.