Cyber Security Service Level Agreement
A Service Level Agreement for Provision of Specified IT Services Between Finman
Account Management, LLC, Datanal, Inc., and Minertek, Inc.
1. Period of Service
The service level agreement (SLA) is for a period of three years, commencing on July 1,
2011, and concluding on June 30, 2014, with provision for renewal and extension upon agreement of all parties and contingent upon satisfactory fulfillment of specified services, as determined by semiannual review.
2. Parties to the Agreement
Finman Account Management, LLC, employs more than 9,000 professional staff in 70 offices
located in 20 countries and realizes gross income of nearly $4 billion annually. Finman provides a range of business management services and takes particular pride in staying abreast of information technologies, trends, and applications—particularly those that help control costs, eliminate overlap, and enhance efficiency and productivity.
With more than 50 years experience in business management, Finman has gained a broad and deep understanding of their own and their customers’ resources, needs, and growth
potential, particularly in the present rapidly evolving and expanding IT environment. After meticulous review, Finman has determined that with the assistance of the above-named firms, Finman will be positioned to significantly improve and expand its services to its existing customers and compete more effectively nationally and internationally.
Datanal, Inc., was established by five IT entrepreneur colleagues in 2002. It enjoys a reputation for outstanding performance and presently employs some 350 IT specialists, most with proven skill in analyzing, organizing, and managing large, diversified streams of
data and databases in logical, systematic form, transparently and effectively bridging present artificial separations. By enabling customers to assimilate a consistently large influx of new data while simultaneously drawing from previously unrealized complementary
database resources, Datanal enables its customers to perform more effectively in a highly competitive economy. Datanal works toward a unified IT management plan across an entire organization—even across separate departments and divisions.
Minertek, Inc., begun by two federal laboratory computer scientists in 2005, has built a team of more than 200 skilled software developers with particular interest and proficiency in designing and creating innovative and effective data mining programs and applications for
research and business. Minertek previously teamed up with Datanal to provide more cost- effective software and data management approaches for payroll and tax services, enabling customers to reduce or eliminate duplicate, parallel systems and achieve economies of scale.
Datanal and Minertek’s combined expertise will enable Finman to significantly advance beyond its traditional yet highly respected services. Finman expects to expand its services to existing customers by 5 to 10% over the first year of the SLA, increasing its market
share by more than $1 million in the succeeding year, with proportionate increases in subsequent years.
3. Background and Rationale
In recent years Finman and its customers have devoted time and resources to anticipate IT trends and applications that have a transforming effect on their companies and operations,
presenting them with sometimes difficult short-term choices and radically different strategies for the future. The IT challenges have been paramount, effecting structural and
operational change in government, academic and research institutions, healthcare and emergency services, banking and finance, manufacturing, transportation, and all service providers.
Finman views this SLA as a groundbreaking venture to harness the diverse array of IT- borne customer demands and opportunities that cannot be met by adhering to traditional paradigms. Finman’s objectives in the SLA are to compete more effectively in a highly competitive industry by offering its customers a unified IT management plan across an
entire organization or even, if the customer wishes, across separate departments and divisions. Datanal, utilizing sophisticated data-mining software developed by Minertek, will recognize and integrate common IT characteristics from disparate operations, programs,
procedures, and products—even those located in separate and unrelated service areas. This enables the customer to reduce or eliminate duplicate, parallel systems and to achieve economies of scale and open new opportunities.
4. Statement of Intent
As recognized by leading research and consulting firms with knowledgeable, skilled
management, advanced state-of-the-art IT affords extraordinary opportunities for greater efficiencies, cost reduction, higher productivity, customer satisfaction, and profitability. Sophisticated IT applications realize their full potential with highly specialized technical knowledge and management skills readily available only in smaller firms focused primarily
or exclusively on such applications. Finman has determined that service level management (SLM) offers the most promising strategy for the firm, both near and long-term, and the present SLA is a significant part of
that strategy. 5. Scope of the Work Effort
In the initial year, Finman, Datanal, and Minertek will each deploy, on a gradual basis, a force of 20–25 specialists together with attendant management and supervisory and support personnel in the United States., Europe, and Asia to be increased as the effort
expands to its full complement, perhaps three times that number. Datanal and Minertek have proffered specific information to show that they have in their
present employ a cadre of skilled and experienced technical experts prepared and available to take on the required responsibilities. The firms attest that together they have on hand and available all IT hardware and software required to undertake and carry out this work effort.
Within two weeks of the signing of the SLA, Datanal and Minertek will present to Finman’s account manager a detailed plan for the conduct of this effort, based upon and incorporating plans and proposals for the work effort, as agreed upon in a series of preliminary meetings
over more than six months. In 30–90 days from the signing of this SLA, all parties will have data management systems,
hardware, and software in place in at least 10 locations selected by Finman in the United States and abroad, according to the agreed-upon schedule and responsibilities, to begin inspection, collection, assortment, analysis, and assimilation of customer data, together with indications of common, similar, or analogous characteristics.
6. Non-Exclusivity
This agreement is non-exclusive.
7. Metrics
Throughout this work effort, progress will be gauged by specific, clearly defined metrics developed by all parties to the agreement, which is fully agreed upon and simple to understand and employ. Metrics will reflect specifically and in all aspects the principal,
strategic objectives of the SLA for Finman and its customers, Datanal, and Minertek. Metrics will be designed to set clear and straightforward targets to determine performance.
A helpful rule noted by CAST is that, “Software quality that cannot be measured cannot be managed.”
8. Quality
The success or failure of this work effort depends fundamentally on the quality of effort of each person involved, with careful attention to detail in defining specific tasks, establishing
clear and fully agreed upon metrics, obtaining and preserving all relevant data intact, and analyzing data meticulously and creatively for its potential benefits and uses. Those engaged in this work effort are expected to apply the full potential of their knowledge
and creativity to its success. 9. Personal Conduct
Everyone associated with this work effort must adhere to the highest standards of professional conduct at all times, particularly in and around customers’ offices, cubicles, labs, and other work locations.
Every effort must be made by all persons associated with this effort to respect all employees and all property of Finman and its customers in particular. All involved in the work effort should take particular precautions to respect each person’s work space, papers, property,
and privacy. 10. Deliverables and Feedback
Three months after the signing of the SLA, Datanal, with Minertek’s full input, will present to Finman a detailed review of the combined progress of the work effort to date. In particular, the review should indicate likely opportunities that appear to be emerging for Finman’s
customers to realize significantly improved, potentially productive, and more cost-effective management services, which would afford these customers new business opportunities at reduced costs.
The report will discuss the specific feedback from Finman’s data-systems managers and customer-account managers on the perceived impact of the work effort. All reports should measure perceived progress against recognized and accepted historical performance data
and specify actionable items. A few specific metrics are particularly valuable for decision making.
The report will present specific and objective feedback from Finman, Datanal, and Minertek employees on complaints received, including any interruption, loss, change, or corruption of
data. Also, the report will, to the extent possible, provide an explanation for such interference. At the six month anniversary of the SLA, a complete and detailed review will be presented
to the senior management at Finman, inviting and responding to questions from Finman management. Subsequent progress reviews and fully detailed reviews will be presented alternately at
three-month intervals. All reports will be presented in hardbound copies and in personal presentations to Finman
management. 11. Compensation
Compensation for this work effort will be agreed upon and set in advance at a fixed annual amount, payable by Finman in equal monthly installments on the first day of each month.
12. Termination of the Agreement
The SLA may be terminated immediately by Finman upon clear showing of non-performance or malfeasance.