Information Services Hosting Arrangements

Transcription

1 Infrmatin Services Hsting Arrangements Purpse The purpse f this service is t prvide secure, supprted, and reasnably accessible cmputing envirnments fr departments at DePaul that are in need f server-based technlgies. Server Hsting Services Prvided DePaul s Infrmatin Services data center prvides a secure, 7x24 envirnment with electrical pwer, HVAC, UPS, servers, and netwrk cnnectins. Infrmatin Services will prvide facilities fr data backup and system administratin services fr supprted OS, including system patching, maintenance, and mnitring. Servers Infrmatin Services will prvide the servers and ther cmputer and perating-system sftware t perate and supprt the applicatin. Unless it is determined that a physical server is a requirement, the server prvisined by Infrmatin Services will be a virtual server, and will be prvisined t meet the resurce requirements f the applicatin. Infrmatin Services will cnfigure the server, and Campus Partner (r authrized designee) will lad and/r cnfigure any applicatins necessary nt the server cmputer(s) as needed fr their business requirements. After the server is laded, set up with the Campus Partner applicatin, and is fully peratinal, Campus Partner will be respnsible fr all applicatin management. Infrmatin Services will wrk with Campus Partner n backup arrangements. Strage, backup and netwrking Infrmatin Services will prvide cnnectin f the Server t the Internet, including all netwrking equipment and cnnectins fr the server t prvide access n a 24-hur-a-day, 7-day-a-week basis, allwing fr scheduled maintenance dwntimes. When initially cnfigured, yur server cannt cmmunicate with any ther systems ver the netwrk. All cmmunicatins required fr bth access t the server, and any functinality prvided by the server, will have t be explicitly requested by yu/yur vendr. Infrmatin Services will discuss with yu/yur vendr what will be required, and yu/yur vendr may have t prvide dcumentatin abut yur requirements at a prt/prtcl level. Infrmatin Services will prvide strage and backup as agreed t prir t the deplyment f the hsted server. Yu/yur vendr will need t prvide infrmatin abut what data shuld be backed up t prtect yur applicatin in the event f hardware failure, crruptin, r data lss. In the event f an issue where the system needs t be restred frm backup, Infrmatin Services will recver backed-up data frm an agreed-upn date/time t a lcatin. It will be yur/yur vendr s respnsibility t use the recvered data t recnstitute yur applicatin and restre functinality. Shuld strage, backup, r netwrking requirements change, Infrmatin Services shuld be ntified with apprpriate advance ntice t plan fr any necessary changes.

2 Necessary maintenance, patching, and mnitring Campus Partner and Infrmatin Services will agree t a regular maintenance windw. Infrmatin Services will use its best effrts t prvide uninterrupted server and netwrk availability, except fr scheduled maintenance dwntime and any interruptin beynd ur cntrl (e.g., acts f nature, equipment r transmissin failures, security breaches, etc. ). Infrmatin Services will perfrm maintenance services as we determine reasnably necessary t maintain the cntinuus, secure peratin f the Server. Infrmatin Services will prvide prir ntice f any maintenance dwntimes that fall utside f regularly scheduled maintenance windws, except when circumstances beynd ur cntrl limit ur ability t d s. Other Cnsideratins Infrmatin Services will install anti-virus sftware and keep this sftware up t date. In the situatin where this may cause prblems with the nrmal usage f the applicatin, exemptins can be discussed with apprpriate dcumentatin frm the applicatin vendr. If necessary, Infrmatin Services can install a database in ur Oracle, SQL, r MySQL farms and prvide the license fr this database. Database cnfiguratin details, including strage, backup, and accunt requirements, will need t be prvided by yu/yur vendr. These details will be discussed and agreed t prir t the deplyment f the hsted server. Upn request and where reasnable, Infrmatin Services can prvide lad balancing, srry page, and DNS services. Campus Partner Respnsibilities The gal f Infrmatin Services Server hsting is t prvide the highest pssible level f quality, security and uptime. In rder t ensure that required service levels can be maintained, it is crucial that Infrmatin Services has standardized n a cre set f minimum cnfiguratins and that essential crdinatin and planning are adhered t. Infrmatin Services and the Campus Partner will jintly establish a team with respnsibilities t crdinate server hsting planning, peratins, and maintenance. T supprt this gal, the Campus Partner will be respnsible fr and manage the fllwing: Identify and prvide cntact infrmatin fr persnnel wh will serve as the primary technical liaisns wh will be capable f addressing technical issues related t yur server/applicatin. Shuld these resurces change, Campus Partner agrees t ntify Infrmatin Services via the Infrmatin Services Hsting accunt [email protected]. Prvide and maintain cntact infrmatin fr a functinal wner wh is capable f making decisins regarding yur system s functinality and availability, cmmunicating with any user cmmunity, and taking verall respnsibility fr this system at DePaul. Only use yur server fr the purpse r applicatin it was initially set up fr. If yu need t install anther piece f sftware, please ask fr anther server, r check with IS t see if it will be k t install additinally n yur existing server.

3 Acknwledge, fllw-up, and clse-ut any query that Infrmatin Services frwards t Campus Partner fr reslutin. Prvide Infrmatin Services with timely ntice f any disruptin f services and/r changes in the Campus Partner s technical and/r server envirnments. Prvide cntacts that will be available t assist Infrmatin Services with tasks that may require after hurs r emergency cmpletin. Evaluate and cmmunicate any prblems r cncerns with services t the Infrmatin Services Hsting accunt [email protected], r t the Infrastructure Supprt Manager (Jeff Jhnsn, [email protected], ) directly. Administratin f all nn-os sftware (i.e. 3rd party sftware, applicatins, etc) hsted n the server. This includes user accunt management, as well as any licensing requirements necessary fr nn-os sftware. Campus Partner applicatin(s) will run n standard, supprted perating systems. Infrmatin Services will annually publish/update a list f supprted OS versins. Infrmatin Services will prvide at least 6 mnths advance ntice if an OS/versin will be drpped frm supprt. Prvide adequate advance ntificatin f any required changes t the server, r applicatins running n the server, including: upgrades f applicatins, migratins r upgrades t new OS versins, new r additinal cmpnents, framewrks, r supprting system requirements, etc. Ntificatins f desired changes shuld be made t the Infrmatin Services Hsting accunt [email protected]. If required changes turn ut t require significant resurce cmmitments, these changes may necessitate the creatin f a frmal Infrmatin Services prject request, subject t scheduling and apprval in accrdance with nrmal Infrmatin Services prject prcedures. Other Fllw all established DePaul plicies Participate in audits and security assessments as necessary Maintain vendr supprt cntracts Cnfrm t applicatin security best practices Upn request frm IS, test system functinality in a reasnable amunt f time. Supprt Respnse Time Infrmatin Services maintains systems t mnitr servers and data center infrastructure cmpnents in rder t maximize system availability. These mnitring systems ntify Infrmatin Services Systems team members when critical failures r prblems arise. Emergency Cases During an emergency situatin, Infrmatin Services n-call persnnel will respnd t the situatin within 4 Hurs during daytime hurs (defined as 6am 10pm) and within 8 hurs utside f thse times. After initial respnse, IS persnnel will address issues as quickly as pssible. The fllwing are defined as Emergency categries: Server dwn; Strage ffline; Netwrk r cnnectivity issues.

4 Nn Emergency Cases Infrmatin Services persnnel will respnd within a minimum f 2 business days, and will address these issues as sn as pssible. This includes issues related t applicatin functinality, system errrs, accunt prblems, etc. Issue Reprting In the event that there is an issue r request that the custmer needs t reprt t Infrmatin Services, there are tw preferred methds f ntificatin. The preferred methd is t utilize DePaul s Technlgy Slutins Center (TSC) t ntify Infrmatin Services f any issue, either via submitting a web ticket, r by calling (312) The TSC serves as the frnt-line fr all technlgy related questins r prblems, and will lg and cmmunicate issues t the Infrmatin Services Systems team. The ther ptin fr reprting issues is t send a ntificatin directly t the [email protected] resurce, which will ntify the Infrmatin Services Systems hsting team. Emergency Ntificatin In an emergency situatin, Campus Partner shuld send an t [email protected], which is mnitred by all members f the Infrmatin Services Systems hsting team. Campus Partner shuld identify that this is an emergency situatin in the subject line, and prvide as much pertinent infrmatin as pssible. Nn-Critical Issue Ntificatin Fr nn-critical issues, Campus Partner shuld lg a case with DePaul s Technlgy Slutins Center (TSC), which will then ntify the Infrmatin Services Systems hsting team. Change Management Ntificatins f desired changes shuld be made t the Infrmatin Services Hsting accunt [email protected]. This includes requests fr upgrades t new versins f applicatins r OS, migratins t new servers, new r additinal cmpnents, framewrks, r supprting system requirements, new accunt creatin r accunt changes, etc. If required changes turn ut t require significant resurce cmmitments, these changes may necessitate the creatin f a frmal Infrmatin Services prject request, subject t scheduling and apprval in accrdance with nrmal Infrmatin Services prject prcedures. Fr ther changes requiring less significant effrt, a Wrk Order Case will be created t track this wrk. Please nte that any change t system netwrking r cmmunicatin requirements may require updates t firewall cnfiguratins, subject t review by the Infrmatin Services Systems and Security teams. Server Access Infrmatin Services prvides standard methds f server access as described belw. Exceptins t these standard access methds need t be discussed in advance and agreed n by Infrmatin Services and Campus Partner.

5 Admin Access We generally allw admin access t the applicatin wner and als a technical wner within the Campus Partner department. We allw admin access via RDP and SSH\SFTP thrugh the data center VPN. We d allw vendr access; hwever that is crdinated with Infrmatin Services Security and is dne n an as need basis. Remte access fr vendrs is remved as sn as the necessary wrk they are perfrming is dne. User Access Althugh there are rare instances where users will need RDP access, we typically nly allw RDP access fr the applicatin wners and technical cntacts. User access is generally dne via SSH\SFTP, flder shares and HTTP\HTTPS.