目录
1. 目的 ..................................................................................................4
2. 适用范围 ..........................................................................................4
3. 定义和术语 ......................................................................................4
3.1 服务级别协议 .........................................................................4
4. 职责 ..................................................................................................5
4.1 客户项目经理 .........................................................................5
4.2 公司管理层 .............................................................................5
4.3 服务级别经理 .........................................................................5
4.4 服务级别管理员 .....................................................................6
5. 流程策略 ..........................................................................................6
5.1 责任人策略 .............................................................................6
6. 流程描述 ..........................................................................................7
6.1 流程图 .....................................................................................7
6.2 流程步骤 .................................................................................9
7. 质量控制 ........................................................................................12
7.1 关键绩效指标（KPI） ..........................................................12
7.2 质量监控和改进 ...................................................................13
8. 参考文件 ........................................................................................13
9. 相关记录 ........................................................................................13
10. 附件 ................................................................................................14
