Service Level Agreement

Transcription

1 Service Level Agreement Information Technology Support for Southern Clinical School Departments Provided by Technology Services Group-Southern Regional (TSG-SR) Southern Clinical School Monash University Monash Medical Centre, Clayton Version 4 Page 1 of 16

2 Table of Contents 1. Service Overview Service Provider Details Incident Request Management Problem Reporting to TSG-SR Reporting to Departments Services Provided Standard Services Defined by the Monash University Standard Operating Environment Charged to Users via the Annual Network Services Fee... 6 Additional Services Standard Desktop Service Divisional IT Administration IT Information and Advice Network Fault Resolution Reporting and Billing of Departments Wireless Network Other Services - Charged Directly to End Users by the Job Desktop Equipment and Software Audit Non-Standard Desktop Service Server Administration and Maintenance Server Equipment and Software Audit Website Administration Project Work Enhanced Reporting and Billing Service Service Hours Prioritisation and Service Response Time Escalation Procedure Responsibilities of Departments Service Request Process Staff Training Charges Minimum Annual Charge Schedule of fees Payment Method SLA Maintenance Agreement Duration of Agreement Termination Date Termination Clause Termination Surcharge Bimonthly Review Changes to the Agreement Dispute Procedure Appendix A: TSG-SR Details Appendix B: Standard Service Level Agreement Service Offerings Appendix C: 2009 SLA - Additional Services Operating system downgrades Free Data transfer (replacement PCs) Half price Wireless setup Free Backup training Free CMS training and support Free Version 4 Page 2 of 16

3 10.6. Server maintenance (applies to Server SLA) Appendix D: Standard Operating Environment (SOE) - Desktop Minimum Hardware Specifications Windows Computers Minimum Software Specifications Windows Computers Minimum Hardware Specifications Apple Computers Minimum Software Specifications Apple Computers Appendix E: Department Contacts Document Revision History Version 4 Page 3 of 16

4 1. Service Overview This Service Level Agreement (SLA) is made between Technology Services Group-Southern Regional at Monash Medical Centre Clayton (referred to as TSG-SR from here on) and the Monash University Department s staff, students and honoraries (referred to as end users from here on), within Southern Clinical School (SCS), Faculty of Medicine, Nursing and Health Sciences, Monash University. The objective of this SLA is to provide first, second and third level technical support to all end users in the event of computer and network problems as listed in Section 3: Services Provided. Services will be available during and outside business hours - however additional charges will apply for after-hours services - see Section 6.2: Schedule of fees. This agreement will remain valid until it becomes superseded by a revised agreement mutually endorsed by Network Committee and TSG-SR. The SLA will be renewed on annual basis as per the schedule defined in Section 7: SLA Maintenance Agreement. The SLA will be reviewed every six months or as required Service Provider Details Name Contact person Telephone Fax JobDesk Website Technology Services Group-Southern Regional (TSG-SR) Monash Medical Centre Clayton Michael Oldfield / Junaid Qamar 959 x x44015 TSG.Southern@med.monash.edu.au Version 4 Page 4 of 16

5 2. Incident Request Management 2.1. Problem Reporting to TSG-SR All problems, queries or requests for assistance are to be entered onto the SCS JobDesk system at the following URL: End users will require a valid Monash AuthCate username and password to be able to log a job onto JobDesk. In the event of end users not being able to get access to JobDesk, jobs can be manually logged onto the system by calling the TSG-SR Service Desk on 959 x TSG-SR staff will log the job under circumstances where it is not possible for end-users to do it themselves, e.g. due to lack of connection to the Internet. This function can also be undertaken by Department contacts (or their affiliate) see Appendix E for a list of current contacts. After the job has been logged onto JobDesk the end user will be given an estimated job completion time. If the job requires a visit to the end-users work area TSG-SR will arrange a suitable time with the end-user either via the JobDesk job monitoring system or by contacting the user by phone. TSG-SR will respond to requests according to agreed priorities. Any problem, which cannot be solved within the time frame specified in this agreement, will be escalated to next level as per the criteria defined Section 6: Escalation Procedure. In the event of TSG-SR being unable to deliver services within the time frame specified in this agreement, all endeavours will be made to resolve the problem within the next 24 hours. Contact information for TSG-SR can be found in Appendix A or on the TSG-SR website at the following URL: All calls failing to meet minimum standards outlined in this SLA will be managed through the designated Departmental contact see Appendix E Reporting to Departments TSG-SR will provide monthly reports to Departments on all services requests by end users. All requests (resolved, in progress and outstanding problems) will be reported to the Department contact person on a monthly basis. Non-standard services (charged jobs) will also be reported to Departments at the end of every month. See Section and 6.3. Version 4 Page 5 of 16

6 3. Services Provided 3.1. Standard Services Defined by the Monash University Standard Operating Environment Charged to Users via the Annual Network Services Fee Standard Monash University Standard Operating Environment (SOE) software, as detailed below, is covered by this SLA and will attract no additional charges for support, reconfigurations, new installations etc. Disclaimer: Computer hardware must meet the minimum standard (SOE) listed in Appendix D. Any system not meeting the standard will NOT be covered by Section 3.1 Monash approved software configurations for desktops PC and laptops are available at the following URLs: PC/MAC SOE: Details of Monash approved hardware suppliers and Faculty of Medicine hardware/software policy documents are available from the following URLs: Suppliers: Policy Docs: An explanation of the services provided by TSG-SR may be found at the following URL: Additional Services The Network Committee has approved additional value added services for the end-users, which will be delivered in The details of these additional services are in Appendix C. The delivery of these services will be covered by SLA and will incur no additional charge Standard Desktop Service Provision of IT support for standard problems such as installation or upgrade of Monash standard software (as per Standard Operating Environment), manage hardware repair or upgrade of computers that meet the current Monash standards, resolve printer problems, provide advice on standard software problems (excluding Callista and SAP) etc. Some examples with approximate times: Service Applications upgrades e.g. upgrade Mozilla to FireFox/Thunderbird suits Install/upgrade Antivirus software e.g. update Sophos General trouble shooting Installation/configuration of new Monash Approximate Time 0.5 hours 0.5 hours As required 2.0 hours Version 4 Page 6 of 16

7 standard computer Installation of network printer Virus Cleanup (Monash Assets only) 1.0 hour 1.0 hour Divisional IT Administration Covers administrative IT tasks including: Departmental Postmaster CRUX/MDS and account management Addhost maintenance Novell services Storage Management Technical and administrative tasks Management of end user.med addresses. Adding users to the.med Name Routing Table (NRT), name and address changes, creating and changing aliases End users account management including: creation, management and extension of new user accounts and updating user contact details Managing the registration database for network devices (desktops, laptops, network printers etc) and registration/deregistration of new devices on the network. Management of Novell network drives, quota assignments and network printing. Management of MNHS data storage cluster. Services covered as part of Monash SOE services IT Information and Advice Includes attendance at Divisional or group meetings and other regular briefings on IT issues originating from within the University e.g. investigation and analysis of external IT issues; e.g. suitability of new software or equipment; training and IT skills advice, and any other additional information or advisory services Network Fault Resolution Under this SLA TSG-SR is not responsible for the resolution of faults associated with network hardware devices such as switches and routers. This is the responsibility of Southern Health Computer Services and ITS. TSG-SR will however liaise with Southern Health Computer Services and ITS to resolve these problems to ensure that end users access is restored Reporting and Billing of Departments Each month reports related to standard services will be provided to Departments on a no charge basis providing that standard Network Services fees are billed to one cost centre Wireless Network The registration of computers on the wireless network and standard setup is covered under Annual Network Services fee. Version 4 Page 7 of 16

8 3.2. Other Services - Charged Directly to End Users by the Job Desktop Equipment and Software Audit TSG-SR can undertake an audit of desktop equipment (PCs, printers, Personal Digital Assistants (PDA), scanners etc) and software to determine the adequacy of equipment and software compared to the base Monash standards as outlined above. Recommendations for updating of equipment and software will be provided to end users. Estimated time to complete a desktop audit: 30 minutes per PC 45 minutes per PC (including local printer and accessories, if attached) 15 minutes per printer (network or local) 15 minutes per PDA Non-Standard Desktop Service Covers work on non-standard hardware or software (not covered by Monash SOE) or work that requires significant technical expertise. TSG-SR can only provide limited support for jobs related to non-standard software and hardware issues. Any problems relating to the functionality of non-standard applications will be referred (where appropriate) to the relevant software/hardware vendor. TSG-SR may not be able to meet all requests for services in this category but will endeavour to advice on alternatives Server Administration and Maintenance TSG-SR cannot guarantee access to servers housed in ITS facilities or Southern Health. All server-based applications that are not listed as part of the Monash SOE will be handled under section of this SLA, i.e. referred to the relevant software vendor Server Equipment and Software Audit TSG-SR can undertake an initial audit of the server environment and all software. An analysis of the services provided by each server can be assessed and recommendations for improvements made. Recommendations on updating equipment and software can be provided. The detailed sever support offerings are covered by server SLA Website Administration Departments will be responsible for the development and maintenance of Departmental websites. TSG-SR can provide advisory and web content development services on request, subject to standard charges Project Work Covers major tasks undertaken in areas not covered above. This may include University wide projects, projects with other Faculties etc. Depending on the nature of the work performed, a standard or non-standard fee may apply. TSG-SR will determine and negotiate appropriate charges for each task provided. Version 4 Page 8 of 16

9 3.2.7 Enhanced Reporting and Billing Service Monthly reporting and billing to multiple individual cost centres will be $30 per month to be included in each Department s monthly bill. 4. Service Hours Support will be available during business hours (9.00am-5.00pm, Mon-Fri) throughout the year but not on weekends and University holidays. After hours services can be negotiated in advance but may not be available under some circumstances Prioritisation and Service Response Time Service requests and response times will be prioritised as follows: Level of Impact Category of Problem Prioritisation Critical Level 1 The problem is preventing a senior member of staff from undertaking a critical task, e.g. network connection not available. High Level 2 The problem is affecting a staff member s productivity or part of her/his duties, e.g. virus corruption causing hard disk problems. Low Level 3 The problem is not urgent and is not having an unduly adverse effect on staff members carrying out their work duties, e.g. installation of latest version of Internet browser. Normal (default) Level 4 None of the above e.g. technical advice and information Service Response Times Response within 30 minutes. Best effort resolution within 2 hours Response within 2 hours. Best effort resolution within 4 business hours. Incident resolved or escalated within 48 hours. Within a timeframe agreed with the enduser. It is the responsibility of end-users to select the appropriate priority level when logging jobs onto JobDesk Escalation Procedure The purpose of this procedure is to ensure that work on the problem is properly resourced and prioritised by TSG-SR and that any third parties involved respond properly. Version 4 Page 9 of 16

10 If an incident is not resolved within the nominated time frame the problem should be reported to the Manager of TSG-SR by the Department s contact person. It is then the responsibility of the TSG-SR Manager to manage the incident until it is properly resolved. 5. Responsibilities of Departments 5.1. Service Request Process End users are expected to use best efforts to ensure that service requests are clearly communicated to TSG-SR staff. End-users can contact TSG-SR by JobDesk; , phone and fax where access to JobDesk is not available or limited. Information on contacting TSG- SR can be found in Appendix A or by visiting the following URL: An incident report must include: Name and contact details of staff (person logging the service request) Name and contact details of the staff member on whose behalf the report is being made (if not same) Specific section work is being carried out for Cost centre and fund details (for charging) Description of problem Problem priority as described in Section Staff Training Departments will work with TSG-SR to develop protocols and ensure that all staff are appropriately trained in relation to responsibilities associated with this SLA, in particular the service request and problem logging process. TSG-SR will make all endeavours to provide online help available on their website for common problem resolutions, Frequently Asked Questions (FAQs), online training and tutorials. Version 4 Page 10 of 16

11 6. Charges 6.1. Minimum Annual Charge With respect to services provided as part of this SLA Departments agree to pay an annual charge of $590 per use account Schedule of fees With respect to services provided as part of this SLA, Departments agree to the following schedule of fees: Type of Service Minimum Incident Charge Standard Services Defined in section 3.1 Non-Standard Services After hours Standard service fee After hours Non-standard service fee Covered Covered Service Provided Hours Charges Non-standard desktop/server support, inc. surcharge for work to rectify/remove nonstandard software installed by Department staff which is causing problems with SOE. As per Standard Services, only conducted outside of normal business hours As per Non-Standard Services, only conducted outside of normal business hours Standard Support hours. Refer to Section 4.0 Standard support hours. Refer to Section 4.0 Standard support hours. Refer to Section 4.0 Out of normal business hours Out of normal business hours Nil Nil $100 per hour $100 per hour $150 per hour 6.3. Payment Method On a monthly basis TSG-SR will arrange for IDNs to be raised on a Department by Department basis for standard and non-standard work. Please refer to Section for additional charges incurred for enhanced monthly reporting/billing to individual cost centres. Version 4 Page 11 of 16

12 7. SLA Maintenance Agreement 7.1. Duration of Agreement This SLA will commence on 3 rd February It will be subject to review in June and December Termination Date This SLA will formally end on the 31 st December It will be subject to renegotiation no later than 31 st December Termination Clause Either party may terminate this agreement with six months notice in writing Termination Surcharge In regard to Section 7.2 above if Departments terminate this agreement prior to the agreed date then they will continue to be charged at the minimum annual charge (refer to Sections 6.1 & 6.2) for the six month period, i.e. the network access fee for six months and any nonstandard charges incurred up to the point of termination Bimonthly Review The SLA Coordinator, Department contacts and the TSG-SR Manager will meet on a bimonthly basis via the Network Services Committee forum to review and discuss: Service levels Customer issues SLA changes Outstanding work Outstanding reports Outstanding accounts Exchange feedback Strategic planning 7.6. Changes to the Agreement Either party may request a variation to this agreement at any time provided that the following change request process is followed: All changes will be communicated to TSG-SR and Departments and will be evaluated and prioritised at the earliest opportunity. All proposed changes will be recorded as an attachment to the SLA. All agreed changes to the SLA will have an effective date nominated and a new version of the SLA will be produced to take effect on that date Dispute Procedure In the event of Departments and TSG-SR being unable to agree with respect to whether service delivery meets the standards defined within this SLA, the dispute will be resolved by the TSG-SR Manager, Network Committee Chair and the relevant Department contact. In the event of these people being unable to reach agreement the dispute will be escalated to the relevant Directors/Divisional Manager. Version 4 Page 12 of 16

13 8. Appendix A: TSG-SR Details SCS/TSG-SR JobDesk TSG-SR website TSG-SR Service Desk TSG-SR Fax Postal Address x x44015 Southern Clinical School Monash Medical Centre 246 Clayton Road Clayton VIC 3168 Office Address Room 1ucs01 Level 1, Block D, Monash Medical Centre 246 Clayton Road Clayton, Appendix B: Standard Service Level Agreement Service Offerings Service Software support Network support PDA/handheld support Departmental Postmaster CRUX/MDS and account management Addhost maintenance Novell services Storage Management Technical and administrative tasks Applications upgrades Antivirus support General trouble shooting Installation/configuration of new Monash standard computer Installation of network printer Virus Cleanup (Monash Assets only) Description Installation, configuration and support for all software covered by Monash PC and Mac SOE Registration of computers and network printers on the network. Provisioning of new data points from Southern Health Computer Services & Monash ITS (Department pays the installation charges to SHCS) Installation and configuration of Monash approved handhelds and their synchronisation with Monash Calendar. Management of addresses. Adding users to Name Routing Table (NRT), name and address changes, creating and changing aliases. End-users account management including: creation, management and extension of new user accounts and updating user contact details Managing the registration database for network devices (desktops, laptops, network printers etc) and registration/deregistration of new devices on the network. Management of Novell network drives, quota assignments and network printing. Management of MNHS data storage cluster. Services covered as part of Monash SOE services. Upgrade of all SOE applications Install/upgrade Sophos Antivirus for Windows and Mac computers. SOE software troubleshooting. Setup of new computers as per Windows and Mac SOE. Novell network printer setup and client installation. Virus infection cleanups for Monash assets. Version 4 Page 13 of 16

14 10. Appendix C: 2009 SLA - Additional Services Operating system downgrades Free Monash Assets only Downgrade preinstalled windows Vista to Windows XP Pro (provided drivers are available for hardware). TSG-SR will download the drivers from vendor website if not provided on the CD Data transfer (replacement PCs) Half price Monash Assets only Covers /addressbook/bookmarks/work files transfer between Windows-based computers Wireless setup Free Monash Assets only Installation of wireless network cards for Windows computers. Department pays the hardware cost. TSG-SR will source Monash ITS approved network cards and charge back to the department. The wireless setup for wireless enabled laptops and desktops will be covered as a standard (free) service Backup training Free Monash Assets only Advice and setup backup solutions appropriate to user requirements (Windows only) by utilising Novell VGroups or Medicine Storage Cluster. Train users in individual sessions if required. Department pays the network storage allocation charges CMS training and support Free Provide local CMS helpdesk. Organise group or individual training sessions for CMS authors Server maintenance (applies to Server SLA) Keep the same fee (4,000/-) and provide imaging/disaster recovery solutions by creating server images on regular intervals. This involves purchasing server imaging software (total cost is being determined) Version 4 Page 14 of 16

15 11. Appendix D: Standard Operating Environment (SOE) - Desktop Minimum Hardware Specifications Windows Computers Windows Computer Desktop Laptops Processor Intel Pentium 4 processor, or equivalent AMD Intel Pentium/Celeron family, 1GHz processor, 1GHz Memory 256 MB RAM 256 MB RAM Hard disk 80 Gb 80 Gb Graphics card Super VGA (800 x 600) video adapter CD/DVD burner DVD+/-RW writer DVD+/-RW writer Monitor 17 Monitor 12 WXGA Network Card 10/100 Ethernet 10/100 Ethernet Super VGA (800 x 600) video adapter Minimum Software Specifications Windows Computers Function Software Version/Release Operating System Microsoft Windows XP Professional SP2 Word Processing Microsoft Office 2003 SP3 PDF Reader Adobe Acrobat 9 Antivirus Sophos Web Browser Internet Explorer 6.x SP2 Mozilla FireFox Mozilla Thunderbird Archiving Winzip 12.0 Multimedia Player VLC Apple QuickTime 7.6 Windows Media Player 11 Browser Plug-in Adobe Flash Adobe Shockwave Minimum Hardware Specifications Apple Computers Apple Computer Desktops Laptops OS X 10.4 compatible imac MacBook OS X 10.4 compatible Mac Pro MacBook Pro Minimum Software Specifications Apple Computers Function Software Version/Release Operating System Mac OS X Tiger (10.4) Word Processing Microsoft Office 2004 Antivirus Sophos Web browser Apple Safari Mozilla FireFox Version 4 Page 15 of 16

16 12. Appendix E: Department Contacts Department Contact Name Contact Number MIHSR Nick Walker 959 x47506 MIMR Rod Wealands 959 x47108 Medicine Jin Graham 959 x45525 O&G Penny Clay 959 x45489 Paediatrics Cheryl Rooney 959 x44491 PHIMR Sach Jayasinghe 959 x44149 Surgery Mira Petruzalek 959 x45525 Southern Clinical School Gavin Horrigan 959 x Document Revision History Revision No. Date Description Performed by Version 1.0 Dec 2004 Original document created MO Version 2.0 Dec 2005 Changed made as per Network Committee MO feedback Version 3.0 Dec 2006 Changed made as per Network Committee JQ, MO feedback Version 4.0 Dec 2007 Changes made for 2008, as per Network JQ, MO Committee recommendations Version 5.0 July 2008 Department contacts updated JQ Version 6.0 Feb 2009 Changes made for 2009, as per Network Committee recommendations JQ Version 4 Page 16 of 16