SUBJECT: Network Support Partnership Silver Support Level for FY 2013

Transcription

1 June 4, 2012 MEMORANDUM OF UNDERSTANDING TO: {Customer} {Title} {Department or Organization} THROUGH: Timothy M. Chester, Chief Information Officer Enterprise Information Technology Services FROM: David E. Stewart, Associate Director EITS Network Infrastructure and Services SUBJECT: Network Support Partnership Silver Support Level for FY 2013 I. Introduction This document addresses the services provided by EITS to units subscribing to the SILVER support level of the Network Support Partnership (NSP) program. The Silver support level extends EITS support to all network components up to and including the wall data jack providing: 1. Complete technical support of the unit s switching infrastructure. 2. Monitoring and support of the active MDF (EITS-owned) and IDF (unit-owned) equipment providing network connectivity. 3. Support for all UGA standards-compliant wireless network infrastructure (PAWS). 4. Replacement of defective or broken physical network components (wiring, wall jacks, wall plates, etc.). Support will only be provided for equipment that complies with the UGA network equipment standards (standards are available upon request). Exceptions to this must be negotiated between EITS NSP and the unit. Support for unit-owned firewalls is not included in this agreement. II. General EITS NSP Policies 1. The unit is asked to select one member of their staff to serve as their Customer Liaison with EITS NSP. The Customer Liaison: a. Serves as the technical point of contact between the unit and EITS NSP. b. Provides feedback, as needed, on the services provided by EITS NSP. c. Has other responsibilities defined later in this document.

2 2. EITS is committed to providing excellent service. In this rapidly changing technical environment it is impossible to maintain a high level of technical excellence without employing a sound technical training strategy. EITS recognizes this need, therefore we encourage EITS NSP personnel to maintain industry certifications and regularly attend relevant training courses. 3. EITS NSP maintains a robust set of documentation on our customers equipment and logs detailing changes. This allows all EITS NSP staff members to provide the same high level of service to all units without the need to dedicate a single staff member to a single unit. III. Contract Specifications This section defines the services to be provided. This list includes a description of what you, as the customer, can expect relative to the service being provided. Since network support is a collaboration between EITS NSP staff and the people in your organization, this section also outlines the responsibilities of all persons involved in the support effort, including the EITS NSP support staff and the Customer Liaison. 1. Service Environment a. A complete inventory of the unit s switching equipment covered under this agreement is provided in Appendix A. b. In a reasonable time period after the execution of this agreement, EITS NSP staff will provide the Customer Liaison with a document which includes: 2. Equipment Maintenance 1. Any potential issues with the unit s switching equipment such as age, condition, adherence to standards, end of life date, end of support date, out of date firmware/software, etc. 2. An assessment of the unit s data closet(s) addressing environmental conditions (power, HVAC), UPS status, general organization, physical security, etc., along with a recommended remediation plan for any issues found. 3. A five-year plan with a recommended timeline and estimated costs for the replacement of the unit s switching infrastructure. 4. The results of a security assessment of the switching equipment and a remediation plan if necessary. a. Unit-owned switches to be included in the Silver support level not under warranty must be kept under a vendor hardware maintenance contract funded by the unit. b. EITS NSP will provide the Customer Liaison with pricing for a vendor hardware maintenance contract for all unit-owned equipment covered under this agreement not currently under an active warranty or maintenance contract. c. EITS NSP will, upon the request of the unit, initiate the procurement process for a maintenance contract for the uncovered equipment using the unit s funds. d. EITS NSP will be responsible for any efforts required to replace malfunctioning hardware under the maintenance contract with the equipment vendor. e. EITS NSP maintains a stock of spare parts and equipment that may be utilized for immediate replacement and restoration of service in case of unit-owned hardware failure. This is done on a best-effort basis as it is not financially feasible to maintain EITS NSP Silver Support Level for FY 2013 Page 2 of 12

3 a completely redundant inventory of spare equipment. The terms and conditions of this service are detailed in a separate agreement. 3. Unit Use of EITS Equipment If units are provided switch ports on the EITS building router or other EITS-owned switching equipment and need additional capacity on these devices, it will be the responsibility of the unit to provide funding for any additional equipment or components required. The terms and conditions for this are covered in a separate agreement. 4. Service Requests 5. Priority a. To request service, call the EITS Helpdesk at (706) or submit a Remedy request ticket online at b. If you are experiencing a severe or critical issue, please indicate in your request or follow the procedures listed under Emergency Procedures below. Issues will be classified as follows: 6. Support Hours a. Severe Loss of service or severely degraded network performance that affects the entire unit, an entire building, or a critical application. b. Moderate Loss of service or severely degraded network performance that affects a building floor or an important application. c. Routine Issues not significantly impacting production services. a. Onsite support is available between 7:30 AM and 5:00 PM Monday through Friday on normal working days. b. Limited helpdesk support is available until 10:00 PM Monday through Thursday and from 1:00 PM to 7:00 PM on weekends. c. Helpdesk support is not available on the day of home football games. Onsite support may be severely restricted on those days. d. Response time during normal business hours is: 1. Severe Upon receipt of call. 2. Moderate Within one hour of receipt of call. 3. Routine Within one business day of receipt of call or as scheduled with the unit. e. On call support after hours is available for all severe and moderate problems. f. After hours support is available by calling (706) EITS NSP Access to Equipment EITS NSP support personnel must have access to the covered switching equipment in the unit s facilities for non-working hours maintenance windows and after hours support. This will require that EITS NSP either have keys to the building and data closet(s) or that personnel with access will meet EITS NSP on site as needed. If EITS NSP cannot gain access to the equipment, the issue will be addressed the next business day. EITS NSP Silver Support Level for FY 2013 Page 3 of 12

4 8. Prioritization of Support a. In case of multiple network issues on campus, units subscribing to the Gold and Silver support levels will be assisted before units subscribing to the Bronze support level. b. If multiple units subscribing to the Silver and Gold support levels are experiencing network problems and all technical resources within EITS have been exhausted, support will be prioritized based upon the number of users impacted. 9. Resolution of Problems Involving Unsupported Network Equipment a. If network problems exist involving unsupported network equipment (e.g. unitowned firewalls), EITS NSP will assume ownership of the problem until it can be shown conclusively that the problem is due to the unsupported equipment. b. Once this determination has been made, EITS NSP staff will be available to the unit s IT staff to ensure that any changes to the EITS NSP-supported network equipment can be made as necessary to resolve the issue. 10. Routine Maintenance a. Routine maintenance is performed outside of normal working hours. b. The unit s Customer Liaison will be notified of any planned routine maintenance at least 48 hours in advance. If this routine maintenance will cause disruptions to any planned activities, the maintenance will be rescheduled. 11. Security and Best Practices a. All switch configurations will be evaluated for adherence to EITS best practices and UGA Information Security policies. Any issues will be corrected after consultation with the Customer Liaison. b. Firmware/software updates will be applied to the unit s switches as released by the vendor as required for adherence to security policies and best practices. This is contingent on the unit-owned equipment having active vendor software maintenance contracts funded by the unit. 12. Main Data Closet (MDF) Restrictions a. For security, support, and network integrity reasons access to the MDF must be strictly managed by EITS NSP. b. EITS NSP will work with units having equipment in the MDF to address these issues and develop solutions that will ensure the integrity and security of EITS equipment. If EITS NSP and the unit determines that moving non-eits equipment is not practical, the unit will be responsible for funding security devices for the EITS equipment. The cost of this will typically be less than $1,000 for an MDF. 13. Unit Data Closet (IDF) Restrictions a. In order to maintain network integrity and provide support for the unit s network equipment covered under this agreement, access to the IDF(s) must be strictly managed by EITS NSP. EITS NSP Silver Support Level for FY 2013 Page 4 of 12

5 b. EITS NSP will work with units having non-network equipment in the IDF to address these issues and develop solutions that will ensure the integrity and security of the equipment covered under this agreement. If EITS NSP and the unit determine that moving non-covered equipment is not practical, the unit will be responsible for funding security devices for the covered network equipment. The cost of this will typically be less than $1,000 per IDF. c. Unit IT staff will not be allowed to login other than with read-only access, configure, or modify in any manner the switches or other network equipment covered under this agreement. d. Unit IT staff will not be allowed to add, move, or remove patch cables in the IDF. 14. Change Management a. Change management will follow the standard EITS NSP change management process (available upon request). b. The Customer Liaison has access to all change management logs that pertain to this contract upon request. c. The Customer Liaison will be included in change management discussions that are not part of the standard EITS change management policy and will be informed prior to the change. 15. Metrics and Reporting EITS NSP will report the following metrics to the unit s Customer Liaison on a monthly basis if requested: a. Uptime b. Trouble tickets received and resolution time c. Performance of the network Other metrics are available at the request of the Customer Liaison. IV. Financial Information 1. Fee Structure and Calculation 2. Billing a. The charge for the Silver support level is $2.09 per active device per month. b. Active devices are defined as MAC addresses seen by the building router as having initiated or received network traffic during the six months prior to March c. Units utilizing NAT (network address translation) must report the number of devices that have been NATTED in the six months prior to March d. The number of devices used in the monthly fee calculation may be reevaluated if a significant number of devices are added to or subtracted from the network in a building; for example due to renovation or repurposing of rooms. Any fee changes will be discussed between EITS NSP and the unit. a. The unit will provide EITS NSP with the account number(s) to charge. b. Billing is performed monthly. c. The contact at EITS NSP for billing issues is listed in Appendix B. EITS NSP Silver Support Level for FY 2013 Page 5 of 12

6 d. The amount to be billed to the unit in FY 2013, along with the unit s device counts per building, is listed in Appendix C. A copy of the data used in this calculation is available upon request. V. Responsibilities and Roles in the Support Partnership 1. The Customer Liaison The Customer Liaison is typically (but not necessarily) a member of the unit s IT support staff and understands the customer organization, its work processes, and its people. As a member of the customer organization, the Customer Liaison is able not only to report network problems, but assist EITS NSP support staff in how to best help both the organization as a whole (e.g. by knowing its priorities) and the people who work in it. The Customer Liaison: a. Ensures that all requests assigned to EITS NSP are properly defined, and that the relative priorities of multiple tasks are clearly established. 1. The Customer Liaison and the EITS NSP support staff work as a team. 2. As an expert on the customer organization and its people, the Customer Liaison contributes an analysis of the organizational and human context of the support environment to the decision making process. 3. EITS NSP support staff, as experts on the needs of the network, contribute an analysis of the technical content of the support environment to the decision making process. 4. Both are necessary for making sound decisions about assigning tasks and customer priorities. 5. As task assignments and priorities are planned, EITS NSP normal and required basic network maintenance tasks must be included and assigned priority consistent with maintaining a secure and repeatable standard of performance for all customers. b. Maintains regularly scheduled contact with the EITS NSP Program Manager and: 1. Provides immediate feedback to the EITS NSP Program Manager and EITS Associate Director when problems with the delivery of EITS NSP services arise. 2. Understands that a minimum communication standard requires a brief conversation between the Customer Liaison and the EITS NSP Program Manager on a monthly schedule. Either the Customer Liaison or the Program Manager can initiate the communication. 3. Developing thorough regular conversations establishes a rapport that is crucial in problem situations, including unplanned outages and emergencies. c. Represents the customer organization, and is expected to understand the responsibilities of the customer organization as the owner of data transmitted over the network. Although EITS NSP, as the custodian of the customer s network, plays an important role in helping the customer organization meet its obligations under the University s policies, the customer organization s delegation of operational support does not abrogate its overall responsibilities under University policies. 2. The EITS NSP Technical Support Staff EITS NSP Silver Support Level for FY 2013 Page 6 of 12

7 The EITS NSP technical support staff is responsible for supporting the unit s network. a. In terms of the networking equipment, the EITS NSP support staff is expert on the equipment s needs, and has knowledge about both the routine tasks that need to be accomplished and how to address problems that arise. b. Maintenance task priorities are assigned by the Customer Liaison, who not only takes into account the organization s priorities and the needs of individual users, but also the routine technical tasks necessary for proper network operation and maintenance required by EITS NSP. It is the responsibility of the EITS NSP support staff to communicate these essential tasks and their importance to the Customer Liaison. c. Ensures that all tasks assigned by the Customer Liaison are clearly understood, and that the relative priorities of multiple tasks have been clearly established. d. When appropriate, EITS NSP support staff will provide a written status report to the NSP Program Manager, EITS Associate Director, and the Customer Liaison. These reports will be required if significant work has been performed, if significant support activities for the near future are planned, or if there are any concerns with the unit s network and/or network equipment. e. If the EITS NSP support staff feels, at any time, that proper maintenance of the network cannot be accomplished, regardless of the reason, it is the EITS NSP support staff s responsibility to contact the Program Manager immediately so that a quick resolution of the problem can be achieved. f. Keeps Remedy tickets, logs, and documentation up to date. 3. The EITS NSP Program Manager The EITS NSP Program Manager manages the activities of the EITS NSP support staff. The Program Manager ensures that the network equipment is serviced correctly and punctually and that customers are satisfied that they are receiving high quality service delivery from EITS NSP support staff. The Program Manager: a. Maintains regularly scheduled contact with the Customer Liaison. 1. Regularly scheduled contact means at least a brief conversation with the Customer Liaison on a monthly basis. The regularity of this conversation is an important part of the quality assurance process. 2. If the Program Manager feels, at any time, that there is a problem with any aspect of the delivery of EITS NSP services, it is the Program Manager s responsibility to contact both the Customer Liaison and the EITS NSP support staff immediately so that a quick resolution of the problem can be achieved. b. Ensures that a survey of the unit s users is performed at least once a year in order to determine their level of satisfaction with EITS NSP services. VI. Emergency Procedures 1. Contact the EITS Helpdesk at (706) and indicate that you have a network outage or problem. 2. If you do not receive a timely reply, contact the EITS NSP Program Manager or EITS Associate Director directly. Contact information is listed in Appendix B. VII. Terms of this Agreement EITS NSP Silver Support Level for FY 2013 Page 7 of 12

8 This contract can be terminated by either party supplying a 30-day advance notification. The level of support may be changed at any time after a discussion between the unit and the EITS Associate Director. The billing amounts specified herein are based on current NSP rates, which are subject to change at the beginning of a new fiscal year. We will make every effort to notify you in writing 90 days prior to a rate increase to facilitate budget adjustments for the following fiscal year. EITS NSP Silver Support Level for FY 2013 Page 8 of 12

9 The signatures below indicate agreement with the terms described in this document. Customer Signature Date Mathew Braun, Program Manager Date David E. Stewart, Associate Director EITS Network Infrastructure and Services Date EITS NSP Silver Support Level for FY 2013 Page 9 of 12

10 Appendix A. List of Unit-Owned Equipment Covered Under this Agreement Manufacturer Model Serial # UGA # Location EITS NSP Silver Support Level for FY 2013 Page 10 of 12

11 Appendix B. Contacts General Information: Report a problem or submit a request: Helpdesk contact us by phone: (706) EITS NSP Program Manager EITS NIS Associate Director: Director, EITS Operations and Infrastructure: Issues with service delivery: EITS NSP billing issues: Report an emergency (outage, severe disruption): Customer Liaison: Mathew Braun IT Manager, EITS Office: (706) Mobile: (706) mattb@uga.edu David E. Stewart Associate Director, EITS Office: (706) Mobile: (706) (24/7) stewart@uga.edu Jeff Teasley Director, EITS Operations and Infrastructure Office: (706) jteasley@uga.edu Mathew Braun David Stewart Jeff Teasley David Stewart (706) Mathew Braun David Stewart Other customer contacts: Customer billing contact: EITS NSP Silver Support Level for FY 2013 Page 11 of 12

12 Appendix C. Fee Calculation Building Unit # Devices Monthly Fee Yearly Fee TOTAL These fees will be billed monthly to the following account numbers: Account Number Percentage Amount EITS NSP Silver Support Level for FY 2013 Page 12 of 12