Systems Support - Extended

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1 1 General Overview This is a Service Level Agreement ( SLA ) between and the Enterprise Windws Services t dcument: The technlgy services the Enterprise Windws Services prvides t the custmer. The targets fr respnse times, service availability, and maintenance assciated with these services. The respnsibilities f the Enterprise Windws 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 Enterprise Windws Services ffers server administratin services at the Extended level fr ISTprvisined servers. Extended level includes 24-hur respnse time supprt fr the hardware and perating system alng with the mnitring and care fr bth. Fr mre infrmatin, please visit the IST Service Catalg at 2.2 Assumptins Services prvided by the Enterprise Windws Services are clearly dcumented in the IST Service Catalg - All Subscriptin Services are prvided n a recharge basis. At the discretin f the Enterprise Windws Services, any services prvided utside f scpe f this Service Level Agreement are subject t time and materials cst n a case-by-case basis. Majr upgrades including Windws Administratin cnsulting fr services utside f the scpe f this Service Level Agreement are treated as hurly prjects and billed at the Enterprise Windws 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 the Enterprise Windws 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 Enterprise K. Jey Curtis Windws Services, IST-Infrastructure Services Custmer Technical Cntact (24x7x365) Custmer Billing Cntact

2 3.2 Enterprise Windws Services Respnsibilities Enterprise Windws 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). Enterprise Windws Services will implement defined prcesses t deliver these service levels. Meet respnse times assciated with the pririty assigned t incidents and service requests. Mnitr server health and availability. Respnd t utages during standard business hurs. OS Upgrades (extra cst; nt included in base rate). Patching (Basic autmated business hurs; custm requires extended service). Review Service Level Agreement annually and ntify custmer f updates r changes. Security (Basic setup and mnitring; Advanced "RDM" security additinal). 3.3 Custmer Respnsibilities Custmer respnsibilities and/r requirements in supprt f this Agreement include: 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. Applicatin/Data wners must prvide and maintain cntact infrmatin. Applicatin/Data/Technical/Security wners must prvide cntacts with 24x7 availability. Apprves thse wh can have access t the applicatin s data. Change Management Apprver cntact reviews and apprves change management requests. Requests made withut apprval will be held until apprved. Cmmunicate specific service availability requirements. Custmer is respnsible fr prviding a security cntact and respnding t SNS alerts with regard t their applicatin. Designated department-billing cntact. If the applicatin hsts restricted data, ntify Enterprise Windws Services and register the applicatin in the Restricted Data Management system. Maintain current hardware warranties and sftware license agreements. Prmpt payment r prvisining f apprpriate chartstring. Security cntact apprves accunts and permissins and is typically the same cntact as the Data Owner. Service requests that require Enterprise Windws Services supprt after business hurs need 48 hurs ntificatin. Submit service requests thrugh apprpriate truble ticketing system, cntact telephne numbers fr new services r technical supprt. Technical cntact is available fr trubleshting issues during the supprt availability hurs defined in this dcument. Technical cntact knws the applicatin cde and assists in trubleshting issues. Technical cntact triages issues frm general end-users befre submitting service requests t the Enterprise Windws Services grup. Technical cntact will prvide applicatin supprt fr the custmer s applicatin r can act as a liaisn t the custmer s applicatin supprt grup. 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 Enterprise Windws Services.

3 4 Enterprise Windws Services Cntact Infrmatin There are tw methds f cntacting Enterprise Windws Services t initiate services: 4.1 the IST Service Desk Telephne cntact is available during nrmal hurs f peratin, 8:00 a.m. t 5:00 p.m., Mnday thrugh Friday. Messages left after nrmal business hurs will be prcessed the fllwing business day. 4.2 Phne the IST Service Desk ( , 1, 4, 2) Telephne cntact is available during nrmal hurs f peratin, 8:00 a.m. t 5:00 p.m., Mnday thrugh Friday, except hlidays. Messages left after nrmal business hurs will be prcessed the fllwing business day. 5 Hurs f Cverage, Service Availability, Respnse Times & Escalatin 5.1 Hurs f Cverage The Enterprise Windws 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 may use any f the methds f cntact utlined in Sectin 4. Requests can be submitted 24 hurs a day, 7 days a week. Extended level custmers will be cntacted within ninety minutes (90) f ntificatin Service Availability Guaranteed service availability defines the time this service is t be in prductin (server up and accepting cnnectins) with the exceptin f scheduled maintenance and within service availability hurs: 24 hurs a day, 7 days a week Incident Supprt Hurs, Respnse Times, and Reprting An Enterprise Windws Services incident means any interruptin f the nrmal functin f the server is severely malfunctining. The Enterprise Windws Services grup technical cntacts will respnd t an incident within ninety minutes (90) after receipt f ntificatin frm the IST Service Desk via any f the methds utlined belw during the fllwing service availability hurs: 24 hurs a day, 7 days a week T reprt a Windws System Incident, please create a ticket and phne the IST Service Desk: Ticket: t create a ticket in Ftprints autmatically, OR Create ticket using the Ftprints ticketing system as fllws:

4 G t At the Hme Page, g t the Prject field and select IST Windws Team IST Service Desk: All Windws incidents must be reprted t the IST Service Desk as fllws: Telephne , 1, 4, Priritizatin The Enterprise Windws 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. Percentage f ttal tasks that can n lnger be perfrmed by individuals. Academic and Administrative Calendar deadlines. Impact n the delivery f instructin. Lasting impact n student academic perfrmance. Risk t safety, law, rule, r plicy cmpliance Service Requests A service request means a request made by a custmer t the Enterprise Windws Services grup fr a service as published in the IST Service Catalg. Service requests will be acknwledged 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. Service requests fr Enterprise Windws Service may be submitted by using either f the fllwing methds: r Create ticket using the Ftprints ticketing system as fllws: G t At the Hme Page, g t the Prject field and select IST Windws Team 5.2 Escalatin Service requests may entail Time & Materials charges. Examples include: strage management, file migratins, and restres frm backups 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 , 1, 4, 2. Please refer t the service request ticket number befre cntacting.

5 5.2.2 Service Level If yu are nt satisfied with the level f service n a request, cntact the IST Service Desk at , 1, 4, 2. 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 the IST Service Desk at , 1, 4, Feedback Requests fr service features and functins nt yet implemented can als be submitted t IST Infrastructure Services: 5.5 Service Exceptins t Cverage N exceptins t cverage. 6 Maintenance and Service Changes The Change Management prcess within Enterprise Windws Services minimizes unintended service disruptins r ther impacts t the Campus as a result f changes in the prductin envirnment. Enterprise Windws 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 at the Extended Service Level is 24 hurs per day, 365 days per year. Please nte that sme maintenance wrk may cause service disruptins. All Enterprise Windws 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. Enterprise Windws Services will cmmunicate (as needed) t the apprpriate department 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, scheduled maintenance is planned during ff-hurs n weekends. Enterprise Windws Services will the designated Technical and Data Owner cntacts with ne-week s advance ntice prir t scheduling patches r maintenance fr: Nn-critical patches are scheduled n a quarterly basis during nn-business hurs. Enterprise Windws Services will prvide upgrade ntificatins 12 mnths befre vendr supprt ends. Custmers are expected t migrate t the new versins within that windw. Custmers shuld anticipate system upgrades t be released every 3-5 years. Custmers are required t perfrm applicatin develpment testing fr all patches, upgrades and database changes. Testing shuld be cmpleted by the custmer s applicatin supprt grup fr implementatin in prductin within 7 days. Enterprise Windws Services will nt supprt versins f the perating system that are n lnger supprted by the vendr.

6 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, Enterprise Windws Services will the Technical and Data 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 Enterprise Windws 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 Rates 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 advance ntice. N refunds will be issued fr unused Enterprise Windws Services. Any billing questins shuld be directed t 8 Reviewing and Reprting This SLA cvers the perid frm July 1, 2014 t June 30, 2015, 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. Enterprise Windws Services maintains respnsibility fr the cntent f this dcument, and may amend it as required. All changes will be cmmunicated t all affected parties. 9 Signatures DEPARTMENT authrizatin Signature: Date:

7 Name: Title: Department: Phne: UCB IST authrizatin Signature: Date: Name: Title Department: Phne:

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