Database Services - Extended

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1 1 General Overview This is a Service Level Agreement ( SLA ) between and Database Services t dcument: The technlgy services Database Services prvides t the custmer. The targets fr respnse times, service availability, and maintenance assciated with these services. The respnsibilities f Database Services as a prvider fr subscriptin based services, hurly services r specific services. Prcesses fr requesting services. Review and Reprting SLA prcess. This SLA will be reviewed annually t assess hardware, sftware and prcedural accuracy. 2 Service Descriptin 2.1 Service Scpe The Database Services grup ffers cmplete packages f hardware, database sftware and database / system administratin fr MySQL, Oracle Service, PstgreSQL, and Micrsft SQLServer. This service prvides three database envirnments that include Develpment, Quality Assurance (QA), and Prductin. This service includes database/system administratin, database backups and recvery, and mnitring. Fr mre infrmatin, please visit the IST Service Catalg at 2.2 Assumptins Services prvided by Database Services are clearly dcumented in the IST Service Catalg - All Subscriptin Services are prvided n a recharge basis. At the discretin f Database Services, any services prvided utside f scpe f this Service Level Agreement are subject t an additinal cst. The service includes 44 hurs annually fr Database Administratin supprt fr applicatin upgrades, Database Design and Database Administratin Cnsulting. Fr services utside f the scpe f this Service Level Agreement, any hurs abve the included 44 hurs are treated as hurly prjects and billed at the Database Services hurly rate. Changes t services will be cmmunicated and dcumented via the change ntificatin prcess. Service will be prvided in adherence t any related plicies, prcesses and prcedures. Scheduling f all service related requests will be cnducted in accrdance with Database Services - Extended Level Service Level Agreement. In the event f a disaster r if the Data Center is nt accessible, applicatins will be restred in pririty rder per the Emergency Operatins Center directin. 3 Rles and Respnsibilities 3.1 Parties Parties Name Cntact Infrmatin Phne

2 Database Services, IST-Infrastructure Services Custmer Technical Cntact Custmer Billing Cntact Karen Kat Database Services Respnsibilities Database Services respnsibilities and/r requirements in supprt f this Agreement include: Apprpriate ntificatin t Custmer fr all scheduled maintenance via the IST System Status Page - (http://systemstatus.berkeley.edu). The applicatin wner, technical cntacts, and ther utage cntacts as defined n the IST Database Service s Custmer Cntacts website, will be ntified by fr planned maintenance and service utages. Prd, Dev & QA are mnitred Mnday-Friday 8am-5pm excluding hlidays and campus clsures. During these hurs, respnse time t page is 15 minutes. Prductin is mnitred fr utages 7x24, with 90-minute respnse time utside f the 8am-5pm windw abve. 3.3 Custmer Respnsibilities Custmer respnsibilities and/r requirements in supprt f this Agreement include: Applicatin wners must prvide and maintain cntact infrmatin at https://dbaservices.berkeley.edu/cntacts/. Applicatin teams are required t perfrm applicatin testing fr all patches, upgrades, and database changes in a timely manner. Applicatin teams are respnsible fr ntifying applicatin users f any service interruptins r utages. Availability f custmer representative(s) when reslving a service related incident r request. Cmmunicate specific service availability requirements. Custmer is respnsible fr prviding a security cntact and respnding t SNS alerts with regard t their applicatin. Custmers must upgrade t the currently supprted versin f sftware if their databases are in a shared envirnment. Custmers string restricted data in their databases must ntify IST Database Services, register their applicatin with Restricted Data Management, and ensure that their applicatin fllws best security practices. Everyne with a database lgin will need t review n an annual basis and cmply with the campus Infrmatin Technlgy Security Plicy, the Cmputer Use Plicy and the requirements fr desktps/laptps/servers that access databases. Prmpt payment r prvisining f apprpriate chartstring. Prvide a designated department-billing cntact. Security cntact apprves accunts and permissins and is typically the same cntact as the Data Owner. Submit service requests thrugh apprpriate truble ticketing system by sending t The applicatin supprt grup will triage all end user and develpment team issues t identify the rt cause f the prblems and engage the applicatin vendr if applicable, prir t cntacting Database Services.

3 4 Database Services Cntact Infrmatin There are three methds f cntacting Database Services t initiate services: 4.1 Technical Accunt Management (TAM) Available during nrmal hurs f peratin, 8:00 p.m. t 5:00 p.m., Mnday thrugh Friday except University hlidays, and annunced University clsures. s sent after nrmal business hurs will be prcessed the fllwing business day the IST Service Desk Telephne cntact is available during nrmal hurs f peratin, 8:00 p.m. t 5:00 p.m., Mnday thrugh Friday. Messages left after nrmal business hurs will be prcessed the fllwing business day. 4.3 Phne the IST Service Desk ( ) Telephne cntact is available during nrmal hurs f peratin, 8:00 p.m. t 5:00 p.m., Mnday thrugh Friday except University hlidays, and annunced University clsures. Messages left after nrmal business hurs will be prcessed the fllwing business day. 5 Hurs f Cverage, Guaranteed Service Availability, Respnse Times & Escalatin 5.1 Hurs f Cverage The Database Services grup s nrmal hurs f peratin are 8:00 a.m. t 5:00 p.m., Mnday Friday except University hlidays, and annunced University clsures. Custmers shuld requests t t pen a Ftprints ticket. Regular requests can be submitted 24 hurs a day, 7 days a week. After hurs, requests submitted will be prcessed during the next business day. Requests fr ff-hurs wrk must be scheduled a week in advance Guaranteed Service Availability Guaranteed service availability defines the percentage f time this service is guaranteed t be in prductin (database services nline and accepting cnnectins), with the exceptin f scheduled maintenance, and within service availability hurs. The Database Services grup guarantees service availability at a minimum f 99.5% (percentage excludes 40 hurs f scheduled yearly maintenance) fr the fllwing service availability hurs: Prductin 24 hurs a day, 7 days a week Nn-prductin 8:00am t 5:00 pm, Mnday-Friday except University hlidays and annunced University clsures Incident Supprt Hurs, Respnse Times, and Reprting A Database Services incident means any interruptin f the nrmal functin f the prductin database, r if the prductin database is severely malfunctining. The Database Services n-call Database Administratr will respnd t any prductin incident within ninety minutes (90) after receipt f ntificatin frm the Service Desk, 24 hurs per day, 365 days per year. Fr nn-

4 prductin, the Database Services grup will respnd within 90 minutes Mnday-Friday, except University hlidays, and annunced University clsures, within the hurs f 8am-5pm. T reprt a Database Incident, please create a ticket and phne the IST Service Desk: Ticket: OR Create ticket using the Ftprints ticketing system as fllws: G t At the Hme Page, g t the Prject field and select IST DBAs. IST Service Desk: All database incidents must be reprted t the IST Service Desk as fllws: Telephne Priritizatin The Database Services grup will priritize incming incident requests as urgent pririty if it meets any ne f the fllwing criteria: Number f departments r peple affected. Academic and Administrative Calendar deadlines. Impact n the delivery f instructin. Risk t safety, law, rule, r plicy cmpliance Service Requests A service request means a request made by a custmer t the Database Services grup fr a service as published in the IST Service Catalg. Service requests will be prcessed after receipt within fur (4) business hurs, Mnday Friday, 8:00 a.m. t 5:00 p.m., except University hlidays, and annunced University clsures. Service Request changes will be made during service request supprt hurs. Extended custmers tickets will receive pririty attentin in the queue. T request a Database Service, please create a ticket using the fllwing methd: Create ticket using the Ftprints ticketing system as fllws: OR G t At the Hme Page, g t the Prject field and select IST DBAs 5.2 Escalatin

5 5.2.3 Scheduled Service If a service request is nt implemented r scheduled with the respnse times utlined abve, custmers may escalate the request by cntacting the IST Service Desk at Please refer t the service request ticket number befre cntacting Service Level If yu are nt satisfied with the level f service n a request, cntact Technical Accunt Management ( TAM ) at r the IST Service Desk at Escalatin requests are categrized and prcessed as apprpriate and will be respnded t with the actin taken. 5.3 Infrmatin If yu have a questin abut a Database Service, please cntact Technical Accunt Management ( TAM ) at r call the IST Service Desk at Other Requests Requests fr service features and functins nt yet implemented can als be submitted t r the IST Service Desk at Service Exceptins t Cverage Exceptins Parameters Cverage University Hlidays N/A N cverage Scheduled Maintenance(s) Scheduled between Database Services, Technical and Applicatin Owner Cntact N cverage 6 Maintenance and Service Changes The Change Management prcess within Database Services minimizes unintended service disruptins r ther impacts t the Campus as a result f changes in the prductin envirnment. Database Services des this by mnitring, managing, and evaluating changes t maximize the service benefits t the custmer, while minimizing the risks invlved in making thse changes. Supprt Hurs fr service changes t Prductin Databases at the Extended Service Level is 24 hurs per day, 365 days per year. Supprt Hurs fr service changes t Dev/QA Databases at the Extended Service Level is 8:00 a.m. 5:00 p.m., Mnday thrugh Friday, except University hlidays, and annunced University clsures. Please nte that sme maintenance wrk may cause service disruptins. All Database Services related services, maintenances, and Campus utages are published at IST System Status page (http://systemstatus.berkeley.edu). There are three categries f service changes: Planned Maintenance: Planned service maintenance is apprved wrk that is planned and scheduled prir t the change. Database Services will cmmunicate (as needed) t the apprpriate custmer cntacts prir t the scheduled change. Every fiscal year, 40 hurs f time are reserved fr maintenance t database hardware, perating systems, netwrk, strage systems and database sftware. Whenever pssible, schedule maintenance is planned during ff-hurs n weekends. Database

6 Services will the designated Technical and Data Owner cntacts t crdinate scheduling patch applicatin r database maintenance fr: Nn-critical patches are scheduled n a quarterly basis. Prductin database maintenance is scheduled during nn-business hurs in crdinatin with the custmer. Develpment and QA database maintenance is scheduled during business hurs. Applicatin teams shuld anticipate upgrading database versins every 2-3 years. Database Services will prvide a three-mnth windw fr applicatin testing. Database Services will nt supprt versins f database sftware that are n lnger supprted by the vendr. Database Services will prvide upgrade ntificatins 12 mnths befre vendr supprt ends. 7 Rates Unplanned Maintenance: Unplanned prductin maintenance is pririty wrk that is unplanned due t an urgent repair, patch r update t prevent failure. Unplanned prductin maintenance will be given pririty (and cmmunicated immediately). Critical patch ntificatin is determined by the nature f the prblem and may be scheduled in less than ne day. As such, critical security r break-fix patches are applied as needed. If pssible, Database Services will the Technical and Applicatin Owner cntacts as sn as pssible t crdinate the applicatin f these patches. Emergency Service Change: An emergency service change is defined as a service failure that affects the entire campus r significant number f users that requires immediate repair. All Emergency Service Changes are cmmunicated t the apprpriate Database Services cntacts t determine necessary cmmunicatin steps. Emergency service annuncements are als cmmunicated usually the day f the service failure. Off-hurs service failures are cmmunicated the fllwing business day. 7.1 Rate Prcess Recharge rates are calculated by IST t achieve cst recvery and apprved by the Campus Recharge Cmmittee based n campus recharge plicies (http://cntrller.berkeley.edu/recharge/plicies/rechargeplicy.pdf) 7.2 Charges Custmers will be billed mnthly. Custmers may terminate the service at any time withut charge with 30 days advanced ntice. N refunds will be issued fr unused database services. Any billing questins shuld be directed t 8 Reviewing and Reprting This SLA cvers the perid frm August 1, 2010 t June 30, 2011, and will be reviewed and revised at the end f this perid. 8.1 SLA Reviews This Agreement will be reviewed annually r as therwise needed.

7 Technical Accunt Management is respnsible fr facilitating annual reviews f this dcument. Database Services maintains respnsibility fr the cntent f this dcument, and may amend it as required. All changes are cmmunicated t all affected parties. Technical Accunt Management will incrprate all subsequent revisins and btain mutual agreements / apprvals as required. 9 Signatures This Agreement will be psted t the fllwing lcatin and made accessible t all custmers: DEPARTMENT authrizatin Signature: Dcument Lcatin: Technical Accunt Management will maintain the central repsitry fr all Service Level Agreements. All Service Level Agreements can als be accessed fr individual Database Services in the IST Service Catalg. Date: Name: Title: Department: Phne: UCB IST authrizatin Signature: Date: Name: Title Department: Phne:

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