Memorandum of Understanding for Microsoft SQL Server Hosting

Transcription

1 Memorandum of Understanding for Microsoft SQL Server Hosting Contents Executive Summary... 2 Objectives and Scope... 2 Terms and Conditions... 4 Roles and Responsibilities... 5 Services and Charges... 6 Client Incident Reporting... 7 Client Request for Service Enhancement... 7 Agreement Review Changes... 7 Signatures of Approval... 7 Effective Date: 10/15/2008 Next Review Date: 10/15/2009 Document Management Ginger Moore Owner: Version Date Revision / Description Author /8/08 First Draft Clarice Burns 9/ Microsoft SQL Server Hosting MOU

2 Executive Summary Information Technology Services (ITS) provides shared SQL Server environments, production and development, on a Windows 2003 platform. ITS supports the MS SQL Server Database Hosting service which provides office/web applications to the UNCG community. The shared Microsoft Query Language (SQL) Server product is available to all University staff and faculty. Two levels of service are available to clients and are described below: Limited Service: ITS will provide only the database space for a development/validation and production instance with limited access to a vendor. ITS personnel will assist in the initial installation if necessary. This type of service happens when the UNCG client has a service contract with an outside source. Information Technology Services (ITS) will work with a vendor to install a database, but the clients will not interact directly with the databases via any administrative tools. ITS will assist a Vendor with administration and maintenance as needed. Examples include applications already built to function with a pre-defined database structure. Self Service: ITS will provide the database space to a department for a development/validation and production instance. The department will provide a qualified Database Administrator. Clients will be responsible for all installation, management and maintenance of the databases they install. This person will have a UNCG account with administrative access rights. Database hosting hours of availability are 24 hours a day, seven days a week (24x7). Support services detailed in this agreement will exist during the primary UNCG business hours from 8:00 a.m. to 5:00 p.m., Monday through Friday. The cost of the disk space will be at the current ITS rate for storage. As of 4/18/2008, one gigabyte of disk storage will be included in the hosting service; additional disk storage space is available at a cost of $16.25 per gigabyte per year. Objectives and Scope The purpose of this Memorandum of Understanding (MOU) between UNCG Information Technology Services (hereafter referred to as Service Provider) and Faculty and Staff (hereafter referred to as Client) establishes a commitment for Microsoft SQL Database Hosting as detailed in this Agreement. The goal of this Agreement is to obtain mutual Agreement for service provision from the Service Provider to the Client. The scope of this Agreement is to clarify the roles, responsibilities and both the Clients and Service Providers responsibilities and procedures, to ensure Client needs are met in a timely manner. 9/ Microsoft SQL Server Hosting MOU

3 The objectives of this Agreement are to: Provide clear reference to service ownership, accountability, roles and/or responsibilities required for support and provision of the service. Establish a commitment between the below parties for the provision of Microsoft SQL Server Database Hosting, as detailed in this Agreement. Stakeholders The current stakeholder group for this Agreement: Department name: Environment The Microsoft SQL Database Hosting service consists of two separate environments: Production and Development. The Production environment supports various Microsoft SQL databases operations. The environment uses Windows 2003 clustering and redundant SAN storage to provide the ability for the server to fail in its primary activity and have the remaining server temporarily provide support for the database server. The Development environment duplicates the Windows 2003 architecture of the Production environment to allow validation testing of database and application connectivity before they are committed to production. The service Microsoft SQL Hosting Database will be hosted on the UNCG Windows Server cluster. The database(s) will be configured to allow connectivity from Microsoft Management Studio Express for database owners via VPN (Virtual Private Network). When service is outsourced, accessibility by an outside contractor/vendor will be allowed only during installation and transitional intervals. Continuity of operation, in the event of catastrophic component failure, is assured by redundancy of the server environment. Data continuity is assured by adherence to the UNCG Computer Systems Backup Policy (see 9/ Microsoft SQL Server Hosting MOU

4 Contact Persons ITS: Service Provider Contact Ginger Moore Assistant Vice Chancellor Service Assurance and Project Management Stakeholders: D epartment head: T itle: W ork phone: Terms and Conditions Agreement Period This agreement is valid from the effective date below and remains in effect throughout the life span of the services and/or applications supported. E ffective date: Hours of Coverage Database hosting hours of availability are 24 hours a day, seven days a week (24x7). Support services detailed in this agreement will exist during the primary UNCG business hours from 8:00 a.m. to 5:00 p.m., Monday through Friday. 9/ Microsoft SQL Server Hosting MOU

5 Incident Management Routing All reported incidents or service requests requiring ITS involvement will be directed through 6- TECH (the ITS Service Desk). A case number will be created for all incidents or service requests directed through 6-TECH. As necessary, incidents will be routed to the various support groups via the Remedy tool. Priority assignment, routing, response, and communication of reported incidents will be done per the ITS Incident Management Process linked below: All parties involved in this agreement agree to adhere to this process for the purposes of handling client-reported incidents and service requests. Roles and Responsibilities Client Responsibilities: Provide technical resources to serve in the following roles, if applicable to department needs. Application Administrator Person(s) designated to handle routine administration and operational needs of application. These duties can include, but are not limited to, installing client software, creating application user accounts, managing application user level security, starting and stopping the application (independent of server startup/shutdown), configuring options within application, serving as chief contact for functional aspects of software to other users of application and coordinating use of application with office operations. Maintaining all vendor relationships shall be communicated and the responsibility of designated person. Application Database Administrator Perform administrative tasks on a database used by the application. These tasks include, but are not limited to, establishment of security, table sizing, establishment and/or execution of backup and recovery. 9/ Microsoft SQL Server Hosting MOU

6 Desktop Support Administrator Coordinate and/or perform administrative and technical support functions for all desktops associated with the system. Perform and test any changes to the application on development systems prior to migrating to production. Maintain any web site, monitor site content and support all users of the site. The client will be responsible for communicating and maintaining all vendor relationships. ITS Responsibilities: ITS will provide a dedicated and secure environment for Microsoft SQL Database Hosting. ITS will provide Microsoft SQL Database Hosting service consisting of two separate environments: Production and Development. ITS will provide connectivity from Microsoft Management Studio Express for database owners via VPN (Virtual Private Network). ITS will provide Incident Management tracking for all ITS-reported incidents. ITS will not be responsible for application outages or downtime due to the database itself. ITS will perform all hardware / software environment upgrades and changes within the ITS Change Management Process (see Services and Charges Charges Client agrees to pay for hardware, software and support expenses related to the hosting and security of the Service. One gigabyte of storage will be included in the hosting service. Client agrees to pay for extra disk space, when necessary, at a cost of $16.25 per gigabyte per year per database. Client agrees to pay for all client licenses required to run this service within their department. Direct any reports of service problems to ITS via 6-TECH at TECH (8324) or 9/ Microsoft SQL Server Hosting MOU

7 Client Incident Reporting Request new database hosting via 6-TECH by completing and submitting the Microsoft SQL Database Hosting request form on 6-TECH Online in the UNCG Forms section (see Client Request for Service Enhancement Client requests for ITS service should be submitted to 6-TECH via phone at TECH (8324), or online at Agreement Review Changes Any Stakeholders (See Section 2 Objectives and Scope) listed for this Agreement may request reviews and/or changes to this document as needed. Changes may be administrative, organizational, or service-oriented in nature. To initiate any document changes, please contact the Service Provider Contact noted in Section 2. Signature of Approval By signing below, all stakeholders agree to the terms and conditions described in this Agreement. UNCG Clients: Department head (Please print): Title: Signature: Please mail this completed form to: ITS Service Desk 103 McNutt Building Note: In addition to this form, you must complete the Microsoft SQL Database Hosting Request, located on the UNCG Forms tab in 6-TECH Online ( 9/ Microsoft SQL Server Hosting MOU