UCLA Information Technology Services/ Medical Center Information Technology Services Ronald Reagan UCLA Medical Center

Transcription

1 UCLA Information Technology Services/ Medical Center Information Technology Services Ronald Reagan UCLA Medical Center STRUCTURED CABLING Service Level Agreement Effective Date: _07/14/11

2 Service Level Agreement Structured Cabling TABLE OF CONTENTS I. Introduction.1 II. Overview of Structured Cabling Services...1 III. Structured Cabling Service Models and Definitions IV. Service Order Fulfillment V. Configuration Management....6 VI. Problem Notification and Resolution VII. Service Level Measurements and Definitions VIII. Customer Satisfaction Measurment 13 IX. Service Level Agreement- Additions/Modifications Appendices: A. Contact Information 14 B. Reference Materials...15 ii

3 I. INTRODUCTION UCLA Information Technology Services (IT Services) provides campus departments with the design, implementation, maintenance and repair of intra-building Structured Cabling of horizontal and vertical riser cabling. This type of cable may include, but is not limited to Category 3 (voice), Category 5e, Category 6 (voice/data), Coax (video/wireless) and single mode/multi mode fiber optic cable. In addition to Intrabuilding low voltage wiring, Inter-building Structured Cabling involves the design and oversight for the installation of outside plant cable consisting of copper cable and/or single mode/multi mode fiber optic cable. This may include fiber circuits between buildings. IT Services mission is to effectively respond to all service and delivery requests for intra and inter building copper and fiber optic cabling. IT Services will ensure that cable installation practices are fulfilled in a quality manner supported through the quality management program. Courteous, excellent service will be provided to all IT Services customers. This service level agreement (SLA) defines responsibilities and operational procedures for IT Services and Medical Center Information Technology Services (MITS) to provide Structured Cabling within three defined work models, specifically Expedited, Standard requests and Emergency (Repair). II. OVERVIEW OF STRUCTURED CABLING SERVICES IT Services will provide Structured Cabling services to the customer by following the fundamental stages referenced below. These stages will be further defined within the ensuing sections of this SLA. Service Requests Evaluation and Planning Implementation Service Order Completion and Audit III. STRUCTURED CABLING SERVICE MODELS AND DEFINITIONS Structured Cabling requests and services are categorized by three work order models: Emergency, Expedited and Standard services. Requests for work may be scheduled to be performed Monday through Friday during the hours of 6:30AM-7:30PM. IT Services Cabling Services Project Managers may be 1

4 reached Monday through Friday from 8:00am 5:00pm to schedule such requests or for any other pertinent services or assistance. IT Services will appropriately respond to these types of services based upon the corresponding criteria and customer requirements specified within this section. EXPEDITED Service Definition Scheduled within 3 business days following receipt of request via IT Services Online Webcenter. ESSENTIAL CRITERIA: Criteria Adding additional ports to no more than 4 existing outlets on one work order. Install 4 new outlets per building on one work order. 1 Fiber interconnect cable. CRITERIA: Minimal coordination required. No core drilling required. No electrical required. No patch panels needed. No additional racks needed. Outlets cannot be blocked by furniture. No obstructions e.g. pathways. Approved standard wire configuration. Cannot exceed 90m limit for copper cable Cat 5e and Cat 6. Only Authorized UCLA Staff may request this service. Request shall be supported by a IT Services Cabling Services Project Manager. IT Services Webcenter will send automatic notifications of service requests to MITS. Does not require OSHPD and/or CIRA. Customer Requirements Easy accessibility to room (i.e. appropriate room keys). Customer availability for site walk. Customer ensures accessibility to outlet locations. Space availability on existing patch panel. Onsite departmental representation required. Customer provided floor plans, if available. Assumptions Estimate 1 ½ -2 hours per existing outlet. Estimate minimum 2 ½ hours per new outlet. Daily reporting mechanisms will be facilitated via , land line, voic , and/ or cell phone. No estimate is created. Activity will be billed based on time and materials 2

5 STANDARD Service Definition Change Control and CIRA completed by IT Services IT Services will respond to Service Requests within 1 business day of receipt of IT Services Online Webcenter request. Criteria ESSENTIAL CRITERIA: Work preparation (job walk, estimation, approvals, etc.) may require up to 10 business days. Service delivery schedule to be coordinated with customer. CRITERIA: Site walk with customer. Estimate developed & submitted within 3 business days following job walk. Work will not exceed the customer s approved work order. If additional work is required by the customer, the customer will request the additional changes through the change order process. Requests shall be supported by a IT Services Cabling Services Project Manager. Only Authorized UCLA Staff may request this service. IT Services Webcenter will send automatic notifications of Service Requests to MITS Customer Requirements Easy accessibility to room (i.e. appropriate room keys). Onsite departmental representation required. Customer will ensure accessibility to outlet locations. Customer provided floor plans. Coordination of furniture installation and/or relocation. If CIRA is not signed in a timely manner, MITS will facilitate authorization. Assumptions Reporting mechanisms will be facilitated via , land line, voic , and/ or cell phone. EMERGENCY (REPAIR) Service Definition Repair related. 3 Repair must impact critical care or system network Work performed the same business day based on request time of no later than 12:00pm, completed by

6 IV. SERVICE ORDER FULFILLMENT The purpose of Service Order Fulfillment lies with the identification, installation, and configuration of Structured Cabling, including additions, modifications, and the elimination of equipment or procedures. Service Order Fulfillment is available via the on-line IT Services WebCenter, which replaced the Online TSR. The Webcenter should be used and may be accessed by visiting the IT Services website at IT Services is no longer able to initiate service requests on behalf of the customer as a result of the new Web Center DACSS requirement. The customer will submit service order requests and IT Services will act upon the request within the time frame defined as referenced in Section III of this SLA. IT Services Responsibility Customer Responsibility Review and assign requests appropriately. A Cabling Services Project Manager will be assigned to facilitate service requests. The Cabling Services Project Manager will contact the customer to schedule a job site visit within 1 business day from receipt of request. Submit all requests (i.e. new installations, repairs, changes, etc.) via the IT Services Online WebCenter. Customer participation required during job site visits. Should customer representation fail to be onsite within a half hour of the scheduled site visit, the Service Request will need to be rescheduled. The Cabling Services Project Manager will conduct a job walk, confirm scope of work and negotiate preferred installation schedule. IT Services will prepare the estimate within 3 business days of the job walk and submit via to the customer Determine request type (i.e. emergency (repair), expedited, and standard). Responsible for the review, approval and sign off of estimate submitted by IT Services. After the installation has begun, if customer requires scope of work change(s), customer must notify the IT Services assigned Project Manager. The IT Services Project Manager will follow a Job Change Order process. Determine and communicate mutually agreed upon schedule. Accessibility of all necessary buildings and rooms where work will be 4

7 Notify MITS for input to Change Control log. When CIRA is required, facilitate CIRA form. Contact customer prior to arriving on job site. IT Services will follow Job Change Order process should customer request changes to the scope of work after arriving to the job site. Inspection and test efforts will be made as part of a new installation for validation purposes utilizing an inspection form All requests will be logged and tracked via an internal Service Order tracking database. IT Services will notify the department immediately upon completion of request via , voic and/or cell phone. Service order completion packages will be assembled to include all test results, photos and as-builts, as required. IT Services will submit package to the customer via . IT Services to facilitate OSHPD approvals, as required. performed by IT Services. When CIRA is required, expedite approval signatures. V. CONFIGURATION MANAGEMENT IT Services will ensure that work is performed on the agreed upon scope of work. Such work will include but is not limited to the procurement and installation of racks, patch panels, cabling and connectors. Ownership over all new and existing racks and patch panels identified on each individual work order is considered customer 5

8 owned equipment. IT Services responsibility includes service order fulfillment and quality assurance. IT Services Responsibility Customer Responsibility When required, IT Services will submit appropriate change control documentation to MITS. Verify scope of work with customer prior to installation to ensure service order fulfillment is per customer s request. Ensure appropriate and correct labeling schemes. Maintain and retain building and/or department drawings and As Builts for work order scope. Perform quality assurance inspections. Provide the service installation close out package to include: Patch Panel to Port Matrix, test results and length of circuits. Obtain customer approval and sign-off of service order fulfillment. Facilitate customer satisfaction surveys Ensure this request is in MITS/SOMITS Change Control, as required Notify IT Services of all necessary materials and equipment required for request fulfillment. Notify IT Services of available space on patch panels. Available rack space Identify Existing vs. New outlet requirements Provide accessibility of location point for work to be performed. To include the coordination efforts of furniture relocation. Provide accessibility of all necessary buildings and rooms where work will be performed by IT Services. VI. PROBLEM NOTIFICATION AND RESOLUTION The customer and IT Services must provide appropriate resources. The customer will interface between the departmental end user and IT Services. Customer resources should be able to provide the necessary information and feedback in the event of an escalated Structured Cabling issue. The authorized customer is the single point of contact for the department end users, and therefore, shall coordinate all end user issues pertaining to Structured Cabling. 6

9 When the customer determines that there is a problem with Structured Cabling, the designated customer contacts will report the problem to IT Services by filling out an Online WebCenter Request. Customer contacts may also call the IT Services Call Center at x114 (from on-campus) or (310) (from off campus) if the matter is urgent and an immediate response is required. 1. Problem Notification Only authorized customer contacts(s) who have been granted DACSS privileges to place orders via the IT Services WebCenter may contact IT Services for support. The customer contact must call x114 (from on-campus) or (310) to report urgent matters. A Cabling Services staff member will contact the customer for further clarification, if necessary, and assign a severity/priority level to the problem. IT Services will notify the customer within 1 hour of observance of an event which may disrupt communication services to some or all of the departments. notifications will include the affected areas service, the type of failure or problem experienced; anticipated repair time; and any other pertinent information. 2. Problem Status Update Authorized customer contact(s) shall be notified of problem resolution or an estimated time for problem resolution. Contingent upon severity of the problem, the customer contact or designee periodically or routinely notified of status via telephone or page during the duration of the problem being experienced. Further notification, should the estimated time need revision, will be provided prior to the expiration of the estimated time in the most recently issued problem status update. Information for customer contact to include business phone, pager, and/or cellular information is to be provided to IT Services for during business hours and after business hours contact. 3. Severity Definitions with Priority Resolution for Structured Cabling Outages: Severity One Severity one encompasses large-scale connectivity problems, such as an entire department or large portion thereof losing connectivity. Significant performance problems can also constitute a severity one problem, such as extremely slow performance for a large number of users. 7

10 Severity Two Severity two entails small-scale connectivity problems, such as a limited number of users experiencing connectivity problems. Wide spread performance problems that are not causing a complete work stoppage also fall within the realm of severity two. Severity Three Minor performance issues or requests for enhancements are considered severity three. This would entail a small number of users indicating dissatisfaction with current performance and network response times. 4. Escalation Procedure If the IT Services Call Center and/or the Cabling Services Project Managers fail to meet their obligations under this agreement, or a problem incident is of unusual severity, the following escalation procedure has been established in order to expedite a resolution: Contact the Manager of Cabling Services, Alice Ovanesian: (310) (office) (310) (mobile) If the Manager of Cabling Services is unavailable or cannot resolve the issue, contact the Director of Infrastructure and Project Services, Janice Bundy: (310) (office) (310) (mobile) VII. SERVICE LEVEL MEASUREMENTS AND DEFINITIONS 1. Reporting When requested, IT Services shall provide reports via showing monitoring and operational metrics. Performance metrics will be made available within 6 8

11 months from the effective date of this SLA, as to allow for significant data to be available. IT Services will identify root causes, correct problems, and minimize recurrences of missed service levels for which IT Services is responsible and which cause or contribute to IT Services not meeting the service levels. 2. Service Level Agreement Table The table (Figure 1) on the following page outlines the service level agreements. The columns are defined as follows: Service Area The actual service to be measured Measurement How the service will be measured Target What is the Target to be used for measurement. 9

12 Service Level Table (Figure 1): Service Area Measurement Target Business Hours 1 Non-Business Hours 2 Configuration Management Change Management Moves, Adds, Changes Emergency (Repair) Time to Complete Same or Next Business Day 3 N/A Expedited Time to Complete 3 days following receipt of request 3 N/A Standard Time to Complete Negotiated 3 N/A 1 Business Hours are 8am - 5pm, Monday Friday excluding holidays. 2 Non-business hours are all hours outside the Business Hours. 3 Reference Section III for detail. 10

13 Service Level Measurements The Service Level measurements as outlined in the Service Level Table are detailed below. Measurements are established per incident, except for availability. Availability is reported monthly. N/A Not Applicable defines a service level that will not be reported on depending on the service offering. i. Time to Notify The difference in the time the IT Services staff notified an authorized customer contact(s), minus the time an event was observed, or a call or a page was made to the IT Services Call Center. ii. iii. Time to Resolution The difference of the Time an incident is resolved minus the Time to Notify. Time to Complete The difference of the Time a Request is completed minus the Time to Notify. v. Exceptions are defined as follows: Planned Outages reserved for maintenance Customer or third party changes in equipment and/or software revisions unless authorized and coordinated with IT Services Outages due to customer activity. Force majeure (natural disasters, labor strike, disruption of power to equipment, etc.) 11

14 VIII. CUSTOMER SATISFACTION MEASUREMENT In order to acquire feedback and identify customer needs, an online survey will be administered upon project completion or service fulfillment. Customers are encouraged to provide their feedback during any point in time. Customers may do so by contacting the IT Services Quality Management and Organizational Performance unit at IX SERVICE LEVEL AGREEMENT - ADDITIONS/MODIFICATIONS Any changes to this agreement or policies and procedures related to this agreement will be agreed to by the department and IT Services. Any modifications will be added to this document by IT Services and redistributed by IT Services to the department. Minor changes not affecting the responsibilities and obligations of either party may be made at any time by IT Services in order to maintain currency. The most recent version of this SLA will be posted on the IT Services Website at 12

15 Appendix A. Contact Information Contact information is provided in the table below. IT Services Cabling Services Project Managers UCLA Information Technology Services Cabling Services Rebecca Noble Cabling Services Project Manager (Office) (Cell) rnoble@cts.ucla.edu Rosie Paola Cabling Services Project Manager (Office) (Cell) rpaola@cts.ucla.edu Ralph Ramirez RCDD Cabling Services Project Manager (Office) (Cell) rramirez@cts.ucla.edu Carlos Hernandez RCDD Cabling Services Project Manager (Office) (Cell) chernandez@cts.ucla.edu Alice Ovanesian Project Services Support Manager (Office) (Cell) alice@cts.ucla.edu 13

16 Appendix B. Reference Materials I. General information regarding IT Services procedures can be accessed at II. UCLA Policy 350: Telecommunication Systems Services may be accessed at 14