Network & Information Services Network Service Level Commitment

Transcription

1 Network & Information Services Network Service Level Commitment Agreement This agreement is to define CESD Network Services provided to our component school districts as a service outlined in the annual Local Service Plan. Service includes, systems availability, support and any restrictions on services or support. This document clarifies both parties responsibilities to ensure districts needs are met in a timely manner and this document outlines NIS-specific commitments for Network Services. Network Application Support NIS provides a wide array of network and server based services designed for minimal cost, ease of management, and maximum speed and uptime. Network and Server Services Services Included in Resolution Dollars (No Charge to CESD Districts) Services Offered Through Cost Sharing (Pay for Use) Redundant internet connectivity Rack Space Co-Location IP Addresses (IPv4 & IPv6) Avamar Disk Based Backup IPv6 implementation planning 3Par Based SAN Storage Network architecture and design Virtual Server Hosting Network management Archiving Internet firewall management Web filtering DNS provisioning Network monitoring Traffic shaping SPAM filtering Web page hosting Video conference services Data Center Hosting of Services Dual power feeds to compatible network equipment UPS and generator power for long term power outages. Climate controlled environment Protected physical access Network Customer Support/Help Desk NOC Help Desk, or noc@clackesd.k12.or.us Network problems within the districts are to be addressed to their District Technology team. If the issue is beyond the district local area network, then the District Technology Coordinator (or designee) contacts NIS s Network Operations Center (NOC) directly.

2 NOC Customer Support Hours: Support hours are 5:00 AM 5:00 PM Monday through Friday except CESD designated holidays: New Year s Day MLK Jr. Day Memorial Day Independence Day Labor Day Veterans Day Thanksgiving Day Friday after Thanksgiving Christmas Day NOC Customer Support Services: Proactive wide area network connectivity monitoring for all district or school sites. Proactive monitoring all production systems for availability and usage level. Problem solving within a client s network Monthly user group meeting (ClackNet) Times: Level Level 1 Level 2 Level 3 Time 1 Hour Initial response to call shall be made within 1 hour during normal business hours. Work on solution shall commence within two hours and shall continue until problem is solved. 2 Hour Initial response to call shall be made within two hours during normal business hours. Work on solution shall commence within four hours and will continue during normal business hours until problem is resolved. Within One Business Day Initial response to call shall be made within one business day. Work on solution will proceed until resolved during normal business hours but more severe issues may take precedent. Example Network is completely down, or district is unable to access critical ESD systems or the Internet. A portion of the network is not working but access to critical ESD systems and the Internet are available. This may also include a district level network failure (ESD network systems are fully functional). Minor problem with the system which does not prevent normal operation or for which there is an available workaround. If a problem is at an upstream or ISP level, then our support falls into their Service Level Agreement (SLA).

3 Network Structure Internet service is obtained from Tier 1 & 2 Internet providers above the CESD network and is demarced at the CESD outside edge device. This is considered upstream of CESD. The CESD network consists of all network components between the CESD outside edge device to the equipment demarc of the School District or client circuit. School District or client network is comprised of all network components below the demarc equipment of the School District or client circuit. This is considered downstream of CESD. Availability & Maintenance The network will be available Monday through Friday and weekends, which is considered normal available time as outlined below, but might be needed for emergency maintenance. Hours Affected Availability Downtime Time Per Year (Planned & Unplanned) 5 AM 8 PM Extended business hours 8 PM 5 AM Off hours 99.9% 8.76 hours 99.5% hours Planned Outages: Saturday & Sunday nights would be the normally scheduled system maintenance period. Planned system maintenance periods are when systems will be serviced or upgraded and not available. Maintenance will be done during off hours outlined above. CESD will communicate planned outages to customers by or by phone 3 business days before the outage. If a planned outage becomes necessary in cases of great urgency, CESD will communicate soon after the outage necessity is determined. Additionally Saturday nights into early Sunday are for full system backups as defined below. Emergency Maintenance: NIS will provide District with as much notice as possible in the event of an emergency maintenance situation that requires system downtime. Events such as power and/or network outages related to disasters resulting from acts of nature such as earthquakes, flood, or other uncontrollable events are excluded, as are network outages not stemming from an outage at the ESD or one of its network providers. Notice of Upstream Outage or Maintenance: Access to School Districts and clients is dependent on circuit provider (i.e. Qwest, Comcast, Verison, etc) availability and subject to their respective Service Level Agreements. Internet access is also dependent upon Internet Service Providers (ISPs) availability and subject to their respective Service Level Agreements. Normal advance notification for scheduled maintenance is 48 hours. NIS will pass this information along to districts

4 within 2 hours of receipt. NIS will notify districts within 30 minutes of outage discovery via or phone to the districts identified contact(s) and post to our outage log. Security System security is a shared responsibility. NIS provides a three-prong approach to network security: Firewalls at the CESD network level to the edge of the district network Intrusion detection and authentication & virtual private network (VPN) access through or into the CESD network. Application-layer security for various applications available on our network. ESD relies on the district to: o Develop acceptable use policies for network access. o Address with end users network abuse issues such as hacking, piracy, misuse, copyright infringement, network etiquette, etc. o Guide user access to appropriate sections of the network. o Develop internal controls & security measures to prevent and address network misuse and/or abuse o Designate one or more staff to be the ESD contact for network security issues. Network Service Upgrade NIS provides research and development based upon new technologies that may enhance performance or services, and upon requests to centralize a service that the majority of the districts can use. NIS works closely with the ClackNet user group and NIS Advisory committees to identify new projects and their priority to our districts. Network Connectivity Support Network services includes network connectivity support in the form of on-going bandwidth adjustments to meet increasing demands and lower cost to the Internet, connection to our production application computers, management of WAN application servers, router management, maintenance and troubleshooting for district routers located at each of the school sites, WAN management, and planning and coordinating new modes of telecommunications. Statewide Network Connectivity CESD maintains a peering relationship with Oregon Department of Administrative Services for connectivity to state agencies and statewide video conferencing. Inter-Relationships to Other Clackamas ESD Services NIS provides districts with electronic access to the following Clackamas ESD Resolution Service items: ivisions Finance Application Student Information System Application (Synergy)

5 Fiscal Services CIE Services Early Childhood Education Services Special Education Services Other District Services Service Responsibilities Clackamas ESD will: Maintain CESD network hardware and software according to vendor guidelines and recommendations Administer CESD network hardware and software Maintain the systems in a safe and reliable manner to maximize availability Provide, to the best of its ability, support to clients using the network Maintain appropriately trained staff Communicate with clients when the network is experiencing a problem and advise of any vendor recommended actions Provide a web based tool for districts to check on network status. District will: Maintain and administer internal district and building network hardware and software, except by other arrangement Purchase network transport to CESD. Provide timely notification to CESD when they are experiencing network trouble suspected of being a CESD issue. Provide accurate contact information to CESD and update that information as necessary. Provide adequate network security, including anti-virus, to ensure overall network integrity. Should the specified levels of service fail to be achieved, CESD/NIS will utilize all necessary processes within its means and budget to achieve and maintain its commitments. Advisory Committee NIS facilitates Advisory committee meetings every month during the school year. The NIS School Advisory Committee with a focus on Network Services, Technical Services, and our esis Student System. Each district appoints one or two key leadership members to each committee. The role and function of the Advisory committee is to: Identify local district needs for new or revised services. Report on technical challenges and issues. Advise NIS staff on program operation and evaluation. Assist in communications with local district personnel and communications between committees. Serve as a forum to share common problems and solutions.