Service Level Agreement

Transcription

1 Service Level Agreement Occupational Studies Administration Occupational Studies Computer Lab Contract Date 1/25/2005 to 12/31/2005 SLA Contract and Responsible Parties This Service Level Agreement is a binding contract between the IS Service Provider(s) and the Business System Owner(s) and Users set forth from the dates specified in the document. This document cannot be updated or changed without the explicit authorization of the Deans, Directors, and Managers of the defined departments in this contract. Any changes to this document will require all departments associated to review, and signatures to become binding. The SLA stated here is between Service Provider Director - IS Department and the Business System Owner(s) Dean - Occupational Studies Administration (including the Department Computer Lab). This document states the environment, responsibilities, and services provided and supported by the Service Provider. This document does not cover Project or Business Development Opportunity support. Department system users can include staff, faculty, interns, and computer lab assistants. Maintenance to Business activities include all normal PC activities, systems, hardware, and networking that is implemented and used by the department on a daily non-project basis. Environment Administrative Office PCs: 10 Administrative Office Laptops: 5 Instructor PCs: 15 Computer Lab PCs: 25 Department Stock 5 Department Servers Total Machine s Supported 65 Printers supported in the Department include 12 HP Desktops and Laser Jet Printers.

2 All machines are running under the College s network with individual and public drives, application servers, print servers, and Internet and Intranet access. All Internet services are provided by a third party servicer outside the College. All machines are leased by Gateway Inc. All hardware malfunctions will be warranted and supported by Gateway Services. All Printers are purchased from HP Inc. and are supported for hardware problems under warranty by HP Services. Problem Resolution and Severity Level The department s On-line Help Desk will be used to create and submit problem tickets to the IS Department. Each staff member, faculty member, and lab assistant will have access to the On-line Help Desk to review the help reference guide, decision tree tools, and to submit tickets to the IS Department. Each ticket is prioritized by severity and will be worked on in the order of severity and received. Below is the severity level and response times expected. Severity Response Time Completion Time Less than 1 hour Less then 4 hours 2 Less than 2 hours Less then 6 hours 3 Less than 4 hours Less then 8 hours 4 Less than 8 hours Less then 2 Business/College days 5 Less than 2 days Less then 1 Business/College week Severity The level the ticket can be assigned. Response Time The time it should take for the technician or analyst to pick up the ticket and contact the user by phone or . Completion Time The timing that the ticket should be completed Example problem for each severity: 1 Department wide network, LAN, and/or Internet/Intranet outage. 2 Problem with PC or system that hinders user(s) from completing job function critical to the operations of the department or College. 3 Problem with PC or system that hinders user(s) from completing their work. 4 Problem with a non-business critical application or peripheral. 5 Request for non-business critical software or peripheral. All Severity 1 and 2 tickets will page the on-call technician or analyst. If there is no response to the ticket in the time frame allowed, the secondary technician will be notified. If the secondary technician does not respond, the manager of the IS Department will be

3 notified. If the manager does not respond in the time frame allowed, then the director of the department will be notified. Each instance of a manager being notified will carbon copy each director of the contracted departments requiring an explanation from the manager and technicians. A cell phone number will be provided for reporting critical issues in addition to the Online Help Desk. This number should only be used in critical situations and will be carried by the on-call technician or analyst. All primary on-call technicians will have a backup secondary technician that will pickup overflow or secondary pages of problem tickets. Service Provider Performance Measures Requirement Measurement Expectation Method of Measurement Service Availability Problem Resolution Problem Tickets Meet timelines of problem ticket resolution. >= 95% time completion required monthly. Use On-line Help Desk data to measure time frame of ticket life cycle. All service provider technicians, analysts, and managers will include these metrics on their semi-annual and/or annual reviews. Expectation Grading Grid % Outstanding 98 96% Exceeds Expectations 95% Meets Expectations < 94% Below Expectations Responsibility of Service Provider The Service Provider is responsible for providing the following support to the following systems, network, and hardware Internal network availability during administration and school hours of operation weekdays from 7:00 am to 10:00 pm (not including holidays). Limited before and after hours support will be provided for severity 1 and 2 issues only. College and Occupational Studies Department supported software and Intranet Web sites. This can include: Microsoft XP Operating System, Novell Administration and Tools, Microsoft Office Professional 2000, College Application, Adobe Reader, College hardware drivers, Norton Anti Virus, Microsoft FrontPage 2000, Internet Explorer, College Administrative Applications, and Employee Portal.

4 College and Occupational Studies Department supported hardware and network. This can include: Gateway PC/Laptops, servers, routers, switches, and HP Printers. Ensue that all College software and hardware licenses and leases are enforced and followed. Ensure that all College system updates are performed. Ensure that all warranty claims on hardware and software will be submitted to vendors. Ensures the IS team meets to review issues, tickets, and updates to systems biweekly. Also, create additions and changes to the knowledge database daily. These findings and updates will be ed, posted, and cascaded within the departments and on the Intranet as needed. Departments will be notified of any changes, updates, outages, or projects that will effect users. IS Department reserves a tech window between 7am to 9am on Sundays for scheduled jobs and server maintenance. System Security and Safeguard Provided by Service Provider High-level critical data and systems will be backed up and submitted to College owned and/or third party safe data storage facilities outside of College grounds. This will include data storage required by the Sarbanes-Oxley Act and the College Legal Department for confidential and archived business data. Service packs, anti-virus, anti-spyware, and service patches will be deployed when needed using the Novell Logon and Startup. When a user first boots up the machine and logs in, Novell will run scripts required for updates. Quality assurance testing will be done to IS machines before installing on department machines. Every Sunday between 7am to 9am batch jobs to archive, backup, update, and restart servers will be performed. Responsibility of Staff, Faculty, Interns, and Department Computer Lab Assistants Members of the department are required to meet all the following guidelines to receive service from the service provider. Have a signed Acceptable Use Agreement on file with the service provider. Notify IS Department of all issues and problems when they occur, using the On-line Help Desk and/or for critical problems contact the Help Desk cell phone. Consult with IS Department before planning to purchase or implement any new application or system. Do not download any spyware applications.

5 Do not download any free software from the Internet without the service provider approval. Some exceptions can be made but the service provider holds the right not to support the application. Do not install any software that is not supported by the service provider and without permission by your manager and the service provider manager. Some exceptions can be made but the service provider holds the right not to support the software or hardware. Do not install new or updated drivers for the client or server machines and/or peripherals. Do not change any settings or tamper with the operating system files, Novell settings, Norton Anti-Virus Software, or any other College system/software or configuration settings. Do not create programs or applications that can hinder the department or College s machines, network performance, or settings. Responsibility of Students It is the responsibility of the faculty and lab assistants to post these rules and to make sure every student understands them. Have a signed Acceptable Use Agreement on file with the service provider. Students will not be able use computers until this document is completed. Do not download or install any spyware applications or viruses. Do not download any software from the Internet. Do not install any software on the computers. Do not install new or updated drivers for the client or server machines and/or peripherals. Do not change any settings or tamper with the operating system files, Novell settings, Norton Anti-Virus Software, or any other College system/software or configuration settings. Do not create programs or applications that can hinder the department or College s machines, network performance or settings. Notify lab assistant, staff, or faculty of any issues or problems with a computer.

6 Exclusions The service provider cannot be responsible for warranty issues with hardware, network, and software. Service provider will attempt to fix or replace hardware on the basis that the item is available. If the issue or problem is related to any type of hardware warranty, the ticket for service will be closed and a service order will be placed with the vendor. Any projects or Business Development Opportunity (BDO) work or support is not included in this document. Projects and BDOs will follow the guidelines of the Project Management Office or IS Management. Any projects or BDOs completed after the signing of this document will not be included in this document and will require a separate SLA. Upon the signature of both IS Department Management and Occupational Studies Department appointed Dean, agree responsibilities put forth in this document to be a binding contract between both parties. This contract will be upheld by both parties present and future till the date the contract is expired **. This contract is only valid when all signatures are present. The parties agree to the terms and conditions stated herein: In witness whereof, the parties have executed this agreement on this: day of (month), (year). IS Department Director Occupational Studies Dean IS Department Manager ** If one of the members leaves their position, the new appointee is responsible for continuing the contract as stated. It is the responsibility of the parties to revise and/or recreate this document after the expiration date. Created by Scott Puckett 2005