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Retail Market Systems ERCOT Information Technology Service Level Agreement

Retail Market Systems ERCOT Information Technology Service Level Agreement. Ron Hinsley CIO, Vice President ERCOT. Why have a Service Level Agreement? Link cost to service provided Clear up confusion and perceptions Improve IT service Enhance awareness of the customer

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Retail Market Systems ERCOT Information Technology Service Level Agreement

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  1. Retail Market SystemsERCOT Information Technology Service Level Agreement Ron Hinsley CIO, Vice President ERCOT

  2. Why have a Service Level Agreement? Link cost to service provided Clear up confusion and perceptions Improve IT service Enhance awareness of the customer Link daily tasks to market impact Something to measure and build upon Understand market expectations System reliability Outage window expectations Publish metrics to a standard Enhance internal expectations Operating level agreements for support staff Communicate to our staff customer expectations Set internal goals to OLAs Service Level Agreements

  3. Define a standard retail system maintenance window 0800 Saturday to 2200 Sunday; 1st and 3rd weekends monthly ERCOT will notify market when window is to be used 99.25% retail system availability for all time outside the maintenance window Approximately 5 hours of unplanned downtime monthly Draft SLA key points

  4. Recommended Steps ERCOT analysis Link SLA to SCR745 improvements Forecast % availability based on SCR745 and other enhancements ERCOT changes to be made Before end of 2005 begin using 1st and 3rd weekend maintenance windows and track system availability ERCOT and Market Begin discussion on SLA specifics, and how to bring it all together Appoint a group to negotiate the SLA specifics Proposed

  5. Things to consider

  6. Things to consider Cost, benefit and ROI breakdown for each area Cost breakdown per component

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