TSM Backup Service. Standard Service Level Agreement

Transcription

1 TSM Backup Service Standard Service Level Agreement University Of Michigan Information Technology and Services 7/1/ Overview Service Level Agreements (SLAs) are between Information Technology and Services (ITS), which is the server provider, and the customers of that service. The TSM Backup Service is run by ITS and is intended to support members of the University of Michigan community. The service provides data backup and redundancy for computers over the network. It s scaled for larger scale users (minimum of 1 TeraByte). It supports a wide variety of platforms as well as some specialty applications such as databases and custom mail servers. The service is geared towards facilitating both the academic and research missions of the University. It provides greater data redundancy for server administrators and reduces their staff effort. The primary attractions of the TSM Backup Service are easy client installs and ondemand user-based restores. The service optionally includes data compression, data encryptions, and data replication. Data is backed up to one of two locations, either the Arbor Lakes Data Facility (ALDF) or the Michigan Academic Computing Center (MACC), and is then replicated to the other for disaster recovery. This document covers service details, expectations, roles, and responsibilities. The purpose of this document is to facilitate a partnership between ITS and the customer as well as providing a framework for problem resolution and communication. 2.0 Pricing The default customer rate for the service is $1, per TeraByte per year ($ per month per TeraByte). Usage is rounded up to the largest TeraByte. For example, if you re using 1.2 TeraBytes, you ll be billed for 2 TeraBytes. The usage is measured and billed on a monthly basis. Multiple machines within the same unit or department can be aggregated together for a total, as long as they are all billed to the same Chartcom. Special on-site consulting will be provided at an hourly rate. Customers with special TSM Backup Service SLA Page 1

2 needs (like additional off-site storage of tapes) or with more than 30 TeraBytes per year in utilization will get custom rates structured in an individual SLA between ITS and that customer. Appendix A details additional costs. NOTE: The HathiTrust (Digital Library) project will pay on an annual basis for this service in a lump sum payment. The amount will be listed on the rate page. 3.0 Terms of Agreement Modifications to this agreement must be approved by both parties before taking effect. The rate(s) will be reviewed on an annual basis and adjusted according to inflation and economies of scale. 4.0 ITS TSM Backup Service Responsibilities 4.1 ITS is responsible for all of the central server hardware, tape hardware, networking hardware, and related components. ITS is also responsible for hardware maintenance as well as software maintenance, administration, and security audits on the central (non-client) TSM servers. 4.2 ITS provides 7x24 on-call monitoring and support, and strives to keep the servers up in production at all times. The target up-time is 99.9% of the time. The TSM hardware design is modular and should allow us to take pieces out of service without affecting customers. Whenever possible, system maintenance will be performed during standard weekend maintenance windows as defined by ITS. 4.3 ITS will provide initial assistance and instruction for setting up the TSM client on the appropriate machines. ITS will provide links to documentation and client software as provided by IBM. We can provide an hourly rate for support issues for unique configuration or systems that take more than two hours of initial set-up time. If you have questions about this, please contact us; we are willing to work with you on this. 4.4 ITS will provide support for routine TSM issues. Users should contact tsmadmin@umich.edu. Under normal circumstances, we answer all queries within one business day. In addition to receiving troubleshooting and installation advice, routine configuration and administration issues can be addressed by contacting this address. 4.5 ITS will monitor the performance and do routine testing to ensure reliability of the service. 4.6 In an emergency, customers can contact tsm@beepage.itd.umich.edu (this will go to the on-call staff s pager in real time). 4.7 All TSM and related outages and issues will be posted on the ITS status page at Anyone wishing to receive notifications can join the UMOD group fln@umich.edu. 4.8 ITS will set up automated jobs to send customers summaries of their backup pools upon request. These summaries can be sent daily or weekly. 4.9 ITS is responsible for physical security. Machine access audits, OS security, and network security on the TSM server end are also the responsibility of ITS. TSM Backup Service SLA Page 2

3 4.10 ITS will maintain at least two TSM sites and will mirror data between the sites to provide redundancy in the event of a disaster. Currently those sites are the Arbor Lakes Data Facility (ALDF) at 4251 Plymouth Rd. and the Michigan Academic Computing Center (MACC) located at 1000 Oakbrook Dr. Both sites are in Ann Arbor. Customers can also request additional off-siting to Southfield (provided by the company Iron Mountain at an additional fee) In the event of a customer disaster with large-scale (a full server or more) data loss, ITS will work with the customer to optimize the restore time to best of our ability. We will only be able to devote resources to the extent that other customers are not affected. Restoring large file servers (multiple TeraBytes) can take several days. If customers want to minimize this amount of time to restore, we can purchase additional resources for this purpose. Contact us directly, and we ll work out a scenario with costing information. In the event of a MAJOR campus outage affecting a large number of customers, ITS management will work with customers to determine how to prioritize customer restores ITS will collect data and will bill departments at the end of the month unless otherwise specified. 5.0 Customer Responsibilities 5.1 Customers are responsible for their own client hardware, software, networking and related systems. 5.2 Customers are responsible for providing ITS with a point of contact for TSM issues and appropriate contact information ( , phone, and pager). A secondary contact is appreciated when possible. Customers are responsible for notifying ITS when the contacts change and making sure we have valid contact data in case of an emergency. Customers are also responsible for providing machine configuration information in a timely manner upon request (this information is needed to license the software with IBM). 5.3 Customers are responsible for working with ITS to establish a retention policy for their data. Review of this policy information is the responsibility of the customer as well. 5.4 The customer is responsible for monitoring the success or failure of their backups on an ongoing basis. ITS will work with customers to fix errors, but it is the customer s responsibility to monitor and determine if backups are succeeding on schedule. ITS will provide automated reports upon request, but reviewing those reports is the responsibility of the customer. Data on the success or failure of backups is logged on the individual client machines as well as centrally. 5.5 Data Security is the responsibility of the customer. ITS will take all reasonable precautions to prevent security issues. However, if sensitive customer data is involved (for example, FLSA data), it is recommended that the customer use TSM encryption to encrypt the data on their end before it is received by ITS. It s important that when data encryption is set up this way that the customer retain a backup copy of the key because ITS will not have the key and will not be able to regenerate it or decrypt the data if the key is lost. All machines accessing the TSM server will need a login and password issued by ITS to the department. TSM Backup Service SLA Page 3

4 5.6 The customer is responsible for initiating all data restores on their end. ITS is not staffed to do individual file restores for end users. The service is designed to allow customers to do user restores themselves without intervention from the TSM administrators and with a minimum of effort for both parties. 5.7 Customers agree to update their TSM software in a timely manner when requested by the TSM Administrators as needed to deal with performance and security issues. 5.8 Disaster Recovery planning is the responsibility of the customer unit. ITS will answer questions relating to this and work with departments when possible, but the primary responsibility for Disaster planning lies with the unit. 5.9 The Customer agrees not to operate the Service in a manner that compromises the Service or violates security or other applicable policies. The Customer also agrees to upgrade the client server upon request to help address performance and other issues. 6.0 Off-Site Storage Sending tapes off site to Iron Mountain is no longer the default behavior for TSM tape redundancy. Instead, tapes will be replicated between the two data center locations. Customers wishing to have tapes sent off-site to Southfield by Iron Mountain should contact us for custom rates based on their requirements. 7.0 Problem Resolution General queries regarding the TSM backup service should be directed to: tsmadmin@umich.edu Requests will be answered within 1 business day. Emergency issues related to TSM should be directed to: adsm@beepage.itd.umich.edu This will go to an on-call member s pager (please keep the initial message to less than 60 characters and include a call back number). If no response is received through the appropriate contacts or service received is unsatisfactory, the issue may be escalated to the service manager Andrew Inman, ainman@umich.edu (additional contact information is available in the UofM online directory). TSM is run in the Infrastructure Services unit of ITS, and the senior manager in charge is Bill Wrobleski, billw@umich.edu (additional contact information is available in the MCommunity Directory). Please do not hesitate to contact us with problems or issues. Our goal is to work with customers to resolve issues in a timely and collaborative manner. TSM Backup Service SLA Page 4

5 Appendix A Service Rates Service Type Per Term Cost Set-up Fee (covers software cost) One-Time Off-site up to 2 hours Free On-site Consulting Hour $60 (per hour) Service Fee* (includes software upgrades and maintenance releases) Terabyte Annually Monthly $1,825 (per year) $ (per month) Special Software Interface Adapter Fee ** Year plus Maintenance Contact us for pricing Tape Off-siting at Iron Mountain Year Contact us for pricing * Customers with data in excess of 50 TeraBytes should contact us for special pricing options. ** Special software interfaces are required when backing up certain database and mail products such as Oracle, Exchange, DB2, etc. Use of these specialized adaptor products greatly reduces the amount of data backed up and aids in data restoration activities. These software interfaces are purchased or licensed from Tivoli or third-party suppliers on an as needed basis. If the TSM Backup Service does not already offer the special software a client needs, the Customer must fund it. License or purchase terms and costs vary depending on requirements. TSM Backup Service SLA Page 5

6 Department: ITCS TSM Backup Service Contact/Billing Information & Authorization Effective 7/1/2009 Account No./Chart Code for Service Fees: Authorized Account Signer: Customer Information Administrative Contact: Phone: Department TSM Contact: Phone: Backup Department TSM Contact: Phone: Address of Technical Support Group: Authorized Signature, ITS: Date: Inman, Andrew Authorized Signature, <Client Name>: Date: TSM Backup Service SLA Page 6