RNR Consulting was awarded the opportunity to develop a Master Service Level Agreement (SLA) for the Charlotte Area Transit System (CATS). The purpose of this SLA was to outline the specific roles and responsibilities of Business Support Services (BSS) pertaining to CATS Technology and other elements for which BSS provides support services. The SLA template which RNR Consulting developed, can easily be formatted and used for both internal and external vendors.

As apart of this initiative, RNR Consulting conducted the following activities:

* Review Available Documents:

o Reviewed draft of current CATS Server SLA.

* Conduct Best Practice Research on SLA’s:

o Ensure that the CATS SLA meets acceptable industry standards;

o Make sure that all areas of service and infrastructure elements are addressed as per CATS requirements and in line with the results of best practices in the industry.

* Conduct Interviews with Project Sponsorship:

o For a better understanding of the CATS requirements, RNR Consulting conducted three (3) rounds of interviews.

* Develop Master SLA Template including the following components:

o Specified number of days for reports to be made available to CATS by BSS;

o Specified BSS communication methods for issue reporting and resolution;

o Defined core times and non-core times;

o Listed primary point of contact for issues and important contact personnel during an emergency;

o Server uptime and downtime level specific to research and application to CATS servers (developed uptime matrix);

o Multiple CATS components;

o Cure/non cure times;

o Response time periods;

o Problem reporting procedures;

o Help desk process map;

o Mean time to repair for specific priority levels;

o Priority declaration process map.