CITY AND COUNTY OF SAN FRANCISCO

Service Level Agreement Subscription Amendment

Department of Technology

Document Description – SLA Subscription Amendment

 Amendment which covers services provided as a standard DT subscription

service (e.g., DBA Services)

 Appended to SLA
CITY AND COUNTY OF SAN FRANCISCO
Service Level Agreement Subscription Amendment

Department of Technology

Introduction

This Service Level Agreement Amendment covers services provided by the

Department of Technology, DT, to _____________________________ as part of
DT’s subscription service ______________________. This agreement covers the
service provided, points of demarcation, terms and conditions, performance
metrics and reporting of services provided by DT for the subscribed service.

1.0 Term of Service

This agreement covers services provided as a standard DT subscription

service for <Insert Department Name>. Services are provided by DT’s
___________________ group.

1.1 Term of Coverage

This agreement is coterminous with the master DT SLA term beginning

July 1, 20____ through June 30, 20____.

1.2 Annual Renewal

This agreement shall be renewed annually prior to the beginning of each

fiscal year and shall terminate accordingly. DT shall review and update
the master SLA and amendments with client departments October 1
through December 1 of each year in order to prepare client departments
for the next fiscal year commencing July 1.

1.3 Signature Requirement

Subscription services amendments are not considered valid until signed

by the subscribing department and the DT Chief Information Officer.

Once both parties have signed, a copy shall be filed with the DT PMO as
an amendment to the DT Master SLA and a copy shall be provided to the
subscribing department.
CITY AND COUNTY OF SAN FRANCISCO
Service Level Agreement Subscription Amendment

Department of Technology

2.0 Service Categories

Subscription Services

Subscription services such as Database Administration Services and

Server hosting in a DT Data Center are charged back based on a per
customer basis. Subscription services are standard DT services not
covered under the baseline budget since they are not utilized by all City
Departments, therefore, additional charges are applied. Services are
covered as amendments to the master SLA. Each subscription service
used by a department must have an SLA amendment on file signed by the
DT CIO and the subscribing department.

3.0 Cost Allocated Department of Technology Services

DT Provides the following services as a subscription service. This service is

funded above and beyond DT’s baseline budget. The following service may
be provided in a tiered service structure with each tier having a different cost
associated with it. Unless specifically detailed, the DT Master SLA terms and
conditions are applicable to the delivery of this service.

Subscription Service Detail

<Insert Tier Information and cost detail. Include service hours and after-hours
detail, point of demarcation and client responsibilities if applicable. Create sub-
sections if needed>

Service Performance Measures

<Insert how performance will be measured and reported>

Service Engagement

<How will the customer engage this service.>

CITY AND COUNTY OF SAN FRANCISCO
Service Level Agreement Subscription Amendment

Department of Technology

Signature Page

Department:
___________________________________________________________________

(Client Department Head or authorized signature) Date

Department of Technology:

(Department Head or authorized signature) Date

COIT Director:

(COIT Director or authorized signature) Date