Operational Level Agreement

Between:

Computing Division <Service Name>

And
<Service Consumer>

This document was;

Prepared by: <Preparer Name>

On: DD Month, YYYY

And accepted by: <Name(s)>

On: DD Month, YYYY

Using this Template

1. Save this document under a name unique to this SLA.
2. BLUE text is intended to be replaced by text specific to this SLA.
3. RED Text is explanation or samples. It is to be deleted prior to releasing the SLA.
4. Delete these directions.
5. When all additions, deletions and modifications are complete, re-generate the Table
of Contents.
NOTE: This template was developed to have the capability of managing even the most
complex agreement. For specific instances of agreements, simply note for Non-
Applicable sections, that the section is not applicable.
1 Signatures of approval
Provide space for all parties (including party responsible for OLA review) to sign the
Agreement.
By signing below, all parties agree to the terms and conditions described in this
Agreement.

Computing Division:

Name Title Signature Date

Service Level Manager:

Name Title Signature Date

<Name> Service Level
Manager

<Service Owner>:

Name Title Signature Date

<Service Consumer>:

Name Title Signature Date

Effective Date: MM/DD/YYYY

Expiry Date: MM/DD/YYYY

Review Cycle: Annually

Version Control
Replace the contents of this table to reflect the iterations for this specific Operational
Level Agreement.
Version No. Date Author Comments

0.1 10/26/2008 David Cole Original Version

0.2 11/02/2008 David Cole Updates as a Result of CD
Input
0.3 05/19/2009 David Cole Updates as a result of
Workshop Discussion
0.4 06/11/2009 David Cole Updates as a result of further
Workshop Discussion
0.5 06/17/2009 David Cole Final Formatting changes
2 Table of Contents

1 SIGNATURES OF APPROVAL 2

2 TABLE OF CONTENTS 4

3 EXECUTIVE SUMMARY 6

4 SERVICE OVERVIEW 6

4.1 SERVICE OWNERS & STAKEHOLDERS...................................................................................6

4.2 SERVICE DESCRIPTION...........................................................................................................6
4.2.1 SERVICE PRE-REQUISITES................................................................................................6
4.3 SERVICE OFFERINGS..............................................................................................................6
4.3.1 STANDARD OFFERING.........................................................................................................6
4.3.2 ENHANCED OFFERINGS.......................................................................................................7
4.3.3 OFFERING COSTS................................................................................................................7
4.4 SERVICE CONTEXT: LIFECYCLE MANAGEMENT..................................................................7

5 RESPONSIBILITIES 10

5.1 SERVICE CONSUMER & USER RESPONSIBILITIES..............................................................10

5.1.1 SERVICE CONSUMER RESPONSIBILITIES..........................................................................10
5.1.2 USER RESPONSIBILITIES...................................................................................................10
5.2 <SERVICE PROVIDER> RESPONSIBILITIES..........................................................................10

6 SERVICE SECURITY CONSIDERATIONS 11

7 REQUESTING SERVICE SUPPORT 11

8 SERVICE SUPPORT PROCEDURE 12

8.1 STANDARD ON-HOURS SUPPORT.........................................................................................12

8.2 STANDARD OFF-HOURS SUPPORT.......................................................................................12
8.3 SPECIAL SUPPORT COVERAGE.............................................................................................12
8.4 SERVICE BREACH PROCEDURES..........................................................................................13

9 SERVICE TARGET RESPONSE PRIORITIES AND RESPONSE TIMES 13

10 SERVICE CONSUMER REQUESTS FOR SERVICE ENHANCEMENT 13

11 SERVICE CHARGING POLICY 14

12 SERVICE MEASURES AND REPORTING 14

APPENDIX A – CUSTOMER INFORMATION 15

APPENDIX B – SUPPORTED HARDWARE AND SOFTWARE 16

APPENDIX C - OLA REVIEW PROCEDURE 19

APPENDIX D - PROBLEM RESPONSE TIMES AND RESPONSIBILITIES 19

APPENDIX E - CHANGE MANAGEMENT 19

APPENDIX F - RELEASE MANAGEMENT 19

APPENDIX G - CONFIGURATION MANAGEMENT 19

APPENDIX H - AVAILABILITY MANAGEMENT 19

APPENDIX I - CAPACITY MANAGEMENT 19

APPENDIX J - SERVICE LEVEL MANAGEMENT 19

APPENDIX K - SUPPLIER MANAGEMENT 20

APPENDIX L - SERVICE CONTINUITY 20

APPENDIX M - UNDERPINNING CONTRACT (UC) CROSS REFERENCE 20

APPENDIX N - OPERATIONAL LEVEL AGREEMENTS (OLA) CROSS REFERENCE

20

Appendix O – Escalation Path 21

3 Executive Summary
This is an Operational Level Agreement (“OLA”) for the <Service Name> with <Service Consumer>, and
documents:
 The service levels provided for the <Service Name>,
 The responsibilities of the <service> and <service consumer>receiving this service,
 Specific details about any deviations from the Standard Service Offering.

4 Service Overview

4.1 Service Owners & Stakeholders

The following are the service owners and primary stakeholders associated with this OLA.

Name Title E-Mail Telephone

4.2 Service Description

Base service description, assuming service Consumer responsibilities are met.

4.2.1 Service Pre-Requisites

This service is available for users /equipment which meet the following criteria:
 Criterion 1
 Criterion 2
 Criterion 3
 Criterion 4

4.3 Service Offerings

4.3.1 Standard Offering

 Description 1
 Description 2
 Description 3
 Description 4
4.3.2  Enhanced Offerings

All elements of the Standard Offering, PLUS:

 Description 1
 Description 2
 Description 3
 Description 4

4.3.3  Offering Costs

Number Service Element Cost

1. Service Element 1 9,999.99
2. Service Element 2 9,999.99
3. Service Element 3 9,999.99
4. Service Element 4 9,999.99

4.4 Service Context: Lifecycle Management

For a current service overview, see the Computing Division Service Catalog page at:
http://cdint.fnal.gov/xms/Services/Service_Catalog.
 
Plan
Enter details of planning for activities which directly impact the delivery of this service.

Sample:
CSI Service Managers along with DSE Liaisons plan and purchase the computers that
will be supported under Standard Desktop Support. Planning proceeds in coordination
with published hardware and software standards.
 
To assist with planning, CSI provides an annual inventory report to the DSE Liaisons
which lists all currently installed Core and Add-on software. This inventory only includes
computers on which CSI has installed inventory-tracking software. Beyond providing this
inventory, CSI cannot further assist in tracking software license purchases. That service
is provided by the owners of the software.
 
Purchase
Enter details of planning for the purchase of hardware of software which will impact the
delivery of this service.

Sample:
All computer hardware and software is purchased by the Divisions/Sections and
Experiments, including cables, peripherals, and lock-down devices.
 
CSI maintains desktop hardware and software standards and updates them quarterly.
The standards are updated in a process which includes input from stakeholders and
approval by the DSE Liaisons.
 
To assist in the efficient purchase of standard equipment, CSI will publish and maintain
purchasing aids such as part number and vendor information in the service catalog.
 
Since CSI will coordinate warranty repairs, the purchase of extended warranties for
standard equipment is highly recommended and is included in the recommended
computer purchase standards.
 
Deploy
Under the Standard Desktop Service, desktops and laptops are installed and configured
with an approved operating system, core software applications, anti-virus, anti-spyware,
and remote administration tools.
 
Core software is listed at http://computing.fnal.gov/Getting_Services/software , and is
designed to be as inclusive of common lab software applications as possible. The
computers are configured in compliance with security baselines, and other
configurations which may be specific to each division/section/experiment. Access to
specific resources such as file servers is configured. Computers are configured to
connect to wired and wireless networks. Network jack activation is a separate service,
requiring a separate request, but the service includes assisting clients with the jack
activation request process.
 
CSI recommends that physical security devices, such as laptop cable locks, be
purchased so that they can be installed for small form factor desktops and laptops in
high-risk environments at the time of deployment.
 
During deployment, standard add-on software packages are installed when requested by
clients or identified in the interview process. Proof of licensing is required for new
computer deployments. CSI assumes licensing is current and valid when upgrading
existing computers.
When computers are upgraded or replaced, the work will be completed in the client
location in response to their request.
 
Physical re-location of computers during office moves and other facilities work is
supported on a case-by-case basis as determined by CSI.
 
A computer deployed under Standard Desktop Support includes:
 Migration of client documents and preferences
 Configuration of standard networked printers
 Retention of client data for a minimum of two weeks to ensure complete data transfer
 Keeping cables and cords organized and tidy
 
 
Manage
Enter details of any specifics regarding the management of this service which deviate
from details provided in the standard service description.
Sample:

Desktop support assistance is provided via:

 Phone with remote control and administration tools
 Scheduled automated processes
 Scheduled, on-site visits
 
Following established processes, CSI will install and upgrade standard applications.
These software upgrades will be provided in response to client requests, changes to lab
standards, security requirements, or to resolve problems.
 
Troubleshooting and incident resolution is provided for standard operating systems and
applications.
 
Desktop and laptop warranty repairs are arranged, coordinated, and tracked with
vendors. This includes equipment pickup, shipping, tracking, and return. Completion of
repairs is verified. Standard equipment that is not under warranty is not eligible for this
service.
 
Non-warranty repair is provided for standard computers for which the extended warranty
has expired. Repair includes replacement of memory, hard drives, optical media drives,
and power supplies with customer-provided parts.
 
Standard Desktop Support policies and procedures ensure that supported desktops
comply with lab security policies.
 
Limited installation, configuration, and troubleshooting support is available for standard,
lab owned PDA devices. Current standards for supported PDAs are published at
http://computing.fnal.gov/Getting_Services/hardware
 
Printing functions of standard networked printers are supported including deployment
and configuration of printer settings, registration, and printing. Current standard
networked printers are published at Printers that are directly connected to computers are
not supported.
 
When practical, while a computer is being replaced or repaired, temporary access to the
web and web enabled tools such as WebMail and MeetingMaker is provided.
 
Retire/Replace
Enter details of the process by which hardware or software required-by or receiving this
service is retired or replaced.

Sample:
CSI coordinates desktop and laptop disposal with PREP . We ensure
destruction of data on storage devices prior to disposal in accordance with lab security
policies.
 

5  Responsibilities
 5.1 Service Consumer & User Responsibilities
5.1.1 Service Consumer Responsibilities

<Service Consumer> agrees to:

 Responsibility 1
 Responsibility 2
 Responsibility 3
 Responsibility 4
 Responsibility 5
 Responsibility 6
 Responsibility 7.

5.1.2 User Responsibilities

<Service Consumer> agrees to:

 Responsibility 1
 Responsibility 2
 Responsibility 3
 Responsibility 4
 Responsibility 5
 Responsibility 6
 Responsibility 7.

5.2 <Service Provider> Responsibilities

<Service provider> agrees to:
 Responsibility 1
 Responsibility 2
 Responsibility 3
 Responsibility 4
 Responsibility 5
 Responsibility 6
 Responsibility 7.

Examples:
General responsibilities:
 Create and add appropriate documentation to the Networked Knowledgebase
database to address Customer issues.
 Meet response times associated with the priority assigned to Customer issues.
 Maintain appropriately trained staff.

Service Desk responsibilities:

 Log and track all Customer requests for service through Remedy.
 Database & Application Services responsibilities:
 Schedule maintenance (downtime) between 1:00 A.M. and 3:00 A.M. unless
circumstances warrant performing maintenance at another time.

Data Communications responsibilities:

 Schedule maintenance (downtime) between 1:00 A.M. and 3:00 A.M. unless
circumstances warrant performing maintenance at another time.
Communicate in writing (e-mail) via the Service Desk with Customer regarding
issues involving change management
 
 

6 Service Security Considerations

Security Considerations

Use this section of the document to clearly delineate the security responsibilities of the
service provider and the service consumer. Where both parties to the agreement are
from within the Computing Division, this section will prevent any situations where each
party assumes that the other is managing a specific aspect of security.

7 Requesting Service Support

Online / <online Access URL>
<Pertinent information by which users can request support via a web interface>

Phone <999-9999>
<Pertinent information by which users can request support via the telephone>

Email (XXXXX@XXXX.XXX)
<Pertinent information by which users can request support via the telephone>

Walk-in
<Pertinent information by which users can request support in person>

Example:
User consults departmental expert user, departmental user administrator, departmental
technical support or the Networked Knowledgebase database online at
http://url.FNAL.gov.
If none of the above parties can resolve the issue via Networked Knowledge database,
the departmental expert user, user administrator or technical support staff determines
whether issue is technical or functional.

For technical problems or questions:

 Call 9999
- or –
 Create a problem report ticket online at http://url.FNAL.gov.
- or –
 Create a new Remedy ticket and assign to <Technical Support.Group>.

For functional problems or questions:

 Call Procurement Services Customer Support (x-xxxx).
- or -
 Create a problem report ticket online at http://url.FNAL.gov.
- or -
Create a new Remedy ticket and assign to <Functional Group Support>.

8 Service Support Procedure

8.1 Standard On-Hours Support

Hours
<Enter Standard Service On-hours Support Hours.>

Support Details
<Enter Standard On-hours Service Support Details.>

8.2 Standard Off-Hours Support

Hours
<Enter Standard Off-hours Service Support Hours.>

Support Details
<Enter Standard Off-hours Service Support Details.>

8.3 Special Support Coverage

<Other, negotiated and agreed-upon Support Details.>
This can describe the circumstances under which Non-standard support is provided. It
could be seasonal, exception-based, etc.

Hours
<Enter Special Service Support Hours.>

Support Details
<Enter Special Service Support Details.>

Phone numbers and what information will be required when support is called.

8.4 Service Breach Procedures

<Details of the activities which will be executed in situations where service levels
agreed-upon in this document have been breached.>
 Although penalties are not common, expectations on both sides will be better managed
when there is a defined process which will execute in a service breach situation.

Note: This could be simply an general statement, with a Reference to the Escalation
Appendix (Appendix O).

9 Service Target Response Priorities and Response Times

(Sample text) The Computing Division’s subject matter expert or other knowledgeable
staff member will respond by telephone to the Customer’s incident (submitted through
Remedy or an e-mail message) based upon the following priority table:

Urgent High Medium (default) Low

Business and financial exposure
 The issue affects a large number of  The issue creates a  The issue creates a low  The issue creates a
service consumers. serious business and business and financial minimal business and
 The issue causes the service financial exposure. exposure. financial exposure.
consumers to be unable to work or  The issue causes the  The issue causes the  The issue causes the
perform some significant portion of service consumers to be service consumer to be service consumer to be
their job. unable to work or perform unable to perform some unable to perform a
 The issue affects a large number of some significant portion small portion of their minor portion of their job,
service consumers. of their job. job, but they are still but they are still able to
 There is no acceptable workaround to able to complete most complete most other
 The issue affects a large other tasks. tasks.
the problem i.e., the job cannot be
number of service  The issue affects a  The issue may only affect
performed in any other way.
consumers. small number of service one or two service
 There is an acceptable consumers. consumers.
and implemented  There may or may not  There is likely an
workaround to the be an acceptable acceptable workaround
problem (i.e., the job can workaround to the to the problem.
be performed in some problem.
other way).
Response Time
Within one (1) hour. Within four (4) hours. Within eight (8) hours or by Within eight hours (8) or by
next business day (PST). next business day (PST).
Resolution Time
The maximum acceptable resolution The maximum acceptable The maximum acceptable The maximum acceptable
time is 24 continuous hours, after initial resolution time is five (5) resolution time is 30 resolution time is 90
response time. business days. business days. calendar days.
Escalates every
15 minutes 1 day 1 week 1 month

10 Service Consumer Requests for Service Enhancement

<Details of process for Service Consumer requesting service beyond what is outlined in
this document>
NOTE: This section is included to delineate the process by which the terms of this
agreement could be changed. It should include a central contact(e.g. liaison) by
which the service enhancements must be requested, to ensure that such requests
reflect the business requirements of the Service Consumer organization, and not
the wishes of an individual user within the organization
Sample
Service enhancements are Customer requests for planned changes in service, for
example, setting up a new PC for an incoming employee or installing a new application
on every desktop. Customer should request services by creating a Remedy ticket at
least <x> days in advance.

The Computing Division will respond to requests for service received with appropriate
advance notice within <x> hours/days.

11 Service Charging Policy

<Details of how the costs of providing this service will be transferred if applicable. In
cases where no direct charges will be required, a statement to that effect should be
included here.>

12 Service Measures and Reporting

<Details of how the OLA will be monitored, measured and reported, to whom reports will
be provided, and the frequency of the reporting>

Specify responsible parties. Example:

The computing Division will provide the service consumer with the following reports in
the intervals indicated (monthly, quarterly, semi-annually, or annually):

Report Name Reporting Delivery Responsible

interval Method Party
Report Name Interval method Name
Report Name Interval method Name
Appendix A – Customer Information

<Service Consumers who are included in this OLA, and list them if appropriate>

The service consumers could be all end-users of IT services in the organization.

However, the OLA for this service may be only for particular function holders that are
spread throughout the organization.
Appendix B – Supported Hardware and Software
<Description of Supported Hardware & Software>
<Link to Supported Hardware & Software Links>

Sample:
Supported hardware
The following hardware is supported:
 Physical devices used for computing, such as desktop computers, portable
computers and Personal Digital Assistants (PDAs).
 Physical devices used as peripherals to computing devices, including but not limited
to printers, scanners, and PDA cradles.
 Network equipment and wiring that is provided by or through Service Provider, such
as network cables and temporary hubs/switches.
 Tape Backup Units
 Servers (list, if any). For example:
 Server X (OS only)
 Server Y
 Server Z (enterprise apps only)
 Administrative Novell file and print server (Vraibleu)

Hardware services
The following hardware services are provided:
Recommendations. Service Provider is responsible for specifying and recommending
for purchase or lease hardware meeting customers' needs.
Installation. Service Provider will install, configure and customize desktop system
hardware and operating systems.
Upgrades. Service Provider can typically upgrade memory RAM and disk drives and
install peripheral cards. Our priority is to respond first to all issues that affect our
customers' ability to perform their jobs. Therefore, our ability to perform upgrades is
dependent on our workload and the criticality of the need.
Moves. Service Provider will move customers' hardware as requested. However, when
large moves are to occur and are assisted by a commercial mover, the customer unit will
arrange for the commercial mover to move the hardware from location to location.
Service Provider will assist in such cases by de-installing, packing as necessary and
reinstalling Customer hardware.
Diagnosis. Service Provider will diagnose problems with Customer hardware.
Repair. Service Provider analysts are not hardware technicians and receive no training
in hardware maintenance, nor do we have the test equipment and tools necessary to do
such work.

Performing repairs under warranty: Any work to be performed under warranty may be
referred to the warranty service provider at the discretion of the Service Provider
analyst(s). Service Provider analysts will not undertake work that will void warranties on
customer hardware unless specifically requested and authorized by customer's
management in writing.
Obtaining repair services: The Service Provider analyst will recommend a service
vendor whenever he/she feels the repair work requires specialized skills or tools. Service
Provider will assist the customer in packaging the hardware for shipping, if necessary,
for repair.
Computer Repair will pick up and deliver customer hardware to be repaired by Computer
Repair. At its discretion, and as time permits, Service Provider will assist the customer
by delivering and picking up customer hardware being repaired off-site by Computer
Repair.

Loaner equipment: Service Provider will provide the customer with loaner equipment at
no cost when such designated equipment is available.

Backup. Service Provider agrees to fully back up all of Customer’s Service Provider-
supported NetWare and Windows NT/2000 servers nightly every business day, as well
as on a weekly and monthly basis. Nightly backups are retained for one week; weekly
backups are retained for one month; monthly backups are retained for six months.
Additional point-in-time backups are available upon request and retained as specified.
Customer is responsible for the cost of all backup media. Customer’s staff may request
data from a backup at any time by calling the Help Desk at (925) 684-2200. Service
Provider strongly recommends that Customer save all work-related files (no programs or
games) on the S: or U: drives (shared and user drives) and Lotus Notes™ archive files
on the Q: drive to aid in disaster recovery. Service Provider-managed central servers are
backed up for “disaster recovery backup” purposes every night and week.

Hardware costs
After prior approval, the Customer bears all costs for new and replacement hardware,
parts and materials. After prior approval, the Customer bears all costs for labor other
than Service Provider staff.

Unsupported hardware
The following are representative, but not comprehensive, examples of hardware that is
not supported:
 Copiers*
 Facsimile devices*
 Telephony equipment, except that directly connected to Service Provider-supported
computing devices and part of a sponsored VOIP project
 Network equipment and wiring that is supported by other units

Such devices may be supported to the extent that they have network connectivity.

Service Provider does not support all such above hardware in a customer unit. The
Service Level Agreement between Service Provider and a customer unit defines
specifically the hardware and software that is supported.

Supported software
The following software is supported:
 Central systems such as Networked Knowledge database
 Personal computer software (list)
 Central services, such as e-mail, calendar, web server (name specific services)
 Mainframe
 Business software systems (for example, PeopleSoft, SAP, Oracle)
 Other supported administrative applications (give examples)
 Network connectivity (for example, for Hyperion Pillar, Lotus Notes, or general
maintenance)

Software services
Service Provider agrees to cover software support services, including software
installations and upgrades.

Software costs
Customer bears all costs for new and replacement software.

Unsupported software
The Computing Division does not support enterprise application SAP R/3 Materials
Management (MM) module issues. A Procurement Services SAP R/3 SLA with ICS,
whose procedures take precedence over those described in this Agreement, covers
these issues.
Appendix C - OLA Review Procedure
<the process for reviewing the OLA, including involved roles.>

Avoid using people’s names and use role descriptions to avoid dating the document.

Appendix D - Problem Response Times and Responsibilities

Describe the responsibilities and targets agreed to for the progress and resolution of
problems.

Appendix E - Change Management

Describe the responsibilities and targets agreed to for the progress and implementation
of changes.

Appendix F - Release Management

Describe the responsibilities and targets agreed to for the progress and implementation
of releases.

Appendix G - Configuration Management

Describe the responsibilities for managing and maintaining accurate Configuration
Management Information.

Appendix H - Availability Management

Describe responsibilities for ensuring that all availability targets within their support
structure are managed and supported at the appropriate level to meet all of the service
and service component availability targets.

Appendix I - Capacity Management

Describe the responsibilities of all parties as they relate to the requirements of the
Capacity Management process within the scope of the service.

Appendix J - Service Level Management

Describe the responsibilities to assist the Service Level Manager in assistance with
definitions and agreement in relation to the provided service.
Appendix K - Supplier Management
Describe the assistance provided in managing the contracts and suppliers/vendors
within the scope of the service provided and their technical responsibility.

Appendix L - Service Continuity

Describe the service continuity plans associated with this service.

Appendix M - Underpinning Contract (UC) Cross Reference

<Reference number to related and closely-coupled UCs>

Appendix N - Operational Level Agreements (OLA) Cross

reference
<Reference number to any closely coupled agreements with any customer groups
whose service depends on this service being provided as defined in this agreement>

This is an appropriate place to identify any service dependencies which exist, whether or
not there is a current OLA in place.
Appendix O – Escalation Path
This section outlines the Escalation Path to be followed when there is an SLA Breach,
an OLA Breach, or a reported Service Incident, and agreement cannot be reached as to
the root cause or resolution. It is a combination of functional and hierarchical escalation,
and its purposes are to ensure the restoration of service in a timely manner and to allow
for the triggering of the CSIP process to prevent further recurrences of the incident or
problem.

1.
SLA Breach Problem Management
OLA Breach (Analyze Problem,
Service Incident Report to Infrastructure
Lead)

2.
Agreement?

No

Yes
4.
Escalate to Service Owner

5.
Resolution? Yes

No

6.
Escalate to Service Level
Manager

3.
7.
Yes Continual Service
Resolution?
Improvement Process

No

Division Head
8.
Escalate to Service Manager

9. Yes
Resolution?

No

10.
CIO
 SLA/OLA Escalation List
Service Provider:

Hours of service:   Assigned to (group):

Priority: Low, Medium, High, Urgent or All

Initial Elapsed Time First: Name:   Telephone:  

Escalation (min.) Email:   Pager:  
Immediately 0 Alt: Name:   Telephone:  
Email:   Pager:  

Min. Since Last Elapsed Time First: Name:   Telephone:  

Escalation (min.) Email:   Pager:  
Alt: Name:   Telephone:  
Email:   Pager:  

Min. Since Last Elapsed Time First: Name:   Telephone:  

Escalation (min.) Email:   Pager:  
Alt: Name:   Telephone:  
Email:   Pager:  

Min. Since Last Elapsed Time First: Name:   Telephone:  

Escalation (min.) Email:   Pager:  
Alt: Name:   Telephone:  
Email:   Pager:  
Min. Since Last Elapsed Time First: Name:   Telephone:  
Escalation (min.) Email:   Pager:  
Alt: Name:   Telephone:  
Email:   Pager: