VMhosting Memorandum of Understanding

Transcription

1 VMhosting Memorandum of Understanding Scope of the Document This document outlines the services provided by VMHosting regarding the lease and use of virtual machines offered via the VMhosting service. The document includes the following: Service Description Additional Services VMhosting Requirements Support Issue Categorization and Response Document and Service Change Protocols Fees Service Description VMhosting deploys virtual machine(s) and system(s) for the customer and manages the physical infrastructure needed to maintain the virtual machine(s) and system(s). Below is a description of the service. VMHosting is responsible for the following: Management of the physical infrastructure (storage server, network) external to the virtual machine VMware software VMHosting customers are responsible for the following: Management of software, security, configuration, etc. internal to the virtual machine Training for new employees Included in your monthly fee VMHosting resolves issues involving the physical infrastructure (storage server, network). VMHosting resolves issues involving the VMware software and operating environment. VMHosting maintains monitoring for all critical systems, which includes 24x7 support contracts with all of our vendors.

2 VMHosting manages system resources in order to maximize performance and reliability for all customers. VMHosting provides virtual machine backups for disaster recovery purposes. o It can take several hours to restore a virtual machine, so clients are encouraged to prepare a multi- tiered backup strategy. o VMHosting offers guidance and support in creating a multi- tiered backup strategy as part of our consulting service. VMHosting offers support and consultation during the normal University operating hours of Monday- Friday, 8am- 5pm. Not included in your monthly fee o Support of software, security, configuration, etc. internal to the virtual machine. Support of this nature is outlined in the additional services described below. o VMHosting can provide monthly maintenance covering updates to the software provided by the operating system vendor. Clients will be charged 15 minutes a month for this basic service. VMHosting offers additional, customized maintenance agreements depending on customer need and will be defined and billed per additional agreements. Additional Services o Systems Administration consulting is available for an additional hourly fee (current university pricing is listed on the VMhosting website Consulting is supplemental to the customer s own IT staff and is not meant as an emergency service. Consulting is subject to the availability of VMHosting staff and may be limited during peak times. o Quotes for specialized services not listed in this document are available upon request. o Support requests will be billed in fifteen- minute increments, with a fifteen- minute minimum for each request. Each ticket that is submitted is considered a billable request, unless we determine that it falls under included services. VMHosting will provide an estimate for any request that may exceed fifteen minutes so the customer can decide whether to proceed. Multiple issues may be combined by the customer into a single request so that only one minimum charge is incurred. Any support ticket marked Urgent by the client will incur a minimum one- hour charge (if it is a billable request).

3 Requests for support outside of business hours will be granted on a case- by- case basis and may incur additional billable time for overtime labor. VMhosting Requirements VMHosting requires every hosted VM to run the latest version of the free VMware Tools as these tools allow VM host systems to more effectively manage and monitor the virtual machines. o VMHosting will install and run the latest version on each machine they configure. o Notification of new versions will be sent out via listserv. Support Issue Categorization and Response VMHosting prioritizes requests according to the following priority- level guidelines. As outlined above customers are not charged when the issue is caused by a problem within the Virtual System, which includes the VM infrastructure, VM Software, and Operating Environment that VMHosting maintains. o Low (Severity 4) 5+ business days (on average) A reported anomaly in the Virtual System environment that does not substantially restrict the use of one or more features of the Virtual System to perform necessary business functions; this is a minor problem and is not significant to operations; or An anomaly that may be easily circumvented or may need to be submitted to VMHosting as an enhancement request. Example: A request to increase disk space. o Medium (Severity 3) 3-4 business days (on average) An Error isolated to the Virtual System that causes only a moderate impact on the use of the service: i.e., moderate system impact, performance/operational impact; A reported defect in the Virtual System that restricts the use of one or more features of the Virtual System to perform necessary business functions, while the defect can be easily circumvented; or An Error that can cause some functional restrictions but does not have a critical or severe impact on operations.

4 Example: The Virtual System occasionally hangs on a device driver during reboot. Retrying the reboot typically corrects the issue. o High (Severity 2) 2-3 business days (on average) An Error isolated to the Virtual System that substantially degrades the performance of the service or materially restricts business; i.e. major system impact, temporary system hanging. A reported defect in the Virtual System, which restricts the use of one or more features of the Virtual System to perform necessary business functions but does not completely restrict the use of the Virtual System; or ability to use the Virtual System, but an important function is not available, and operations are severely impacted. Example: Allocated memory is being consumed by workload. Additional resources required during peak periods. o Urgent (Severity 1) 24 hours (on average) An Error with a direct security impact on the service An Error isolated to the Virtual System production environment that renders the Virtual System inoperative or causes the Virtual System to fail catastrophically; i.e., critical system impact, system down; A reported defect in the production environment, which cannot be reasonably circumvented, in which there is an emergency condition that significantly restricts the use of the product to perform necessary business functions: or Inability to use the product or critical impact on operation requiring an immediate solution. Example: services are not functional, network is not available, and classroom- computing technology is not functioning pending a class.

5 Document and Service Change Protocols Any changes in University policy may require changes to the MOU. VMHosting will notify the customer of any changes to this document. o Upon agreement of the changes, the customer will be required to sign the new version of the MOU. Service change protocol o A customer may end their service and MOU by submitting a support ticket. Services are billed in arrears based on actual usage; charges will be processed thru the end of the month of service termination, inclusive. o Clients will be given one copy of their Virtual Machine prior to termination of services. o Upon termination of services, virtual machine and data will be securely erased in accordance with University policies and procedures. All programs and data that were served will no longer be accessible. Fees All fees listed are current as of the creation of this MOU and follow the approved University fees listed on the VMhosting website Prices are subject to change. Check the website for price changes. Quotes for specialized services are available upon request and prices will be based on the services requested.