Service Support. First Level Support (Tier I) provides immediate response to emergencies and customer questions. TSD - First Level Support

Service Support 1.1. First Level Support First Level Support (Tier I) provides immediate response to emergencies and customer questions TSD - First Level Support Office: Sub-Division: Extension: E-mail: Technology Support Services 1.2. Second Level Support ITU Support Center X3-8870 support@gmu.edu Data Center Operations X3-3355 Second Level Support (Tier II) consists of investigation and technical issue resolution by the different departments that build, improve and maintain Mason s technical infrastructure. TSD - Second Level Support Office: Sub-Division: Extension: E-mail: Database Support Database Applications X3-3376 Application Integration Services X3-3425 Portal and Web Technologies X3-4837 Datamart Support X3-3554 Desktop Support X3-4250 Enterprise Messaging X3-3413 Networking Technology Security Office dbateam@gmu.edu Networking Operations X3-9045 noc@gmu.edu Networking Engineering X3-9045 nseng@gmu.edu Telecommunications Administration X3-3546 Information Technology Security 1 P a g e

Server Support Group X4-0920 Enterprise Servers and Messaging Systems Engineers Enterprise Servers X3-4335 system@gmu.edu Enterprise Messaging X3-3435 system@gmu.edu 1.3. of Coverage and Business Tier One Support provides the hours of coverage listed below. Phone Walk In ITU Support Center Fall and Spring Semester Monday - Friday, 8am - 7pm Monday - Friday, 8:30am - 5pm Phone Walk In ITU Support Center Summer Session and Winter Break Monday - Friday, 8am - 5pm Monday - Friday, 8:30am - 5pm Tier Two Support keeps the general hours listed below. Phone Second Level Support Monday - Friday, 8am - 5pm 2 P a g e

1.4. First Level Support ITU Service Center 1.4.1. ITU Service Center general duties and responsibilities: Accepts all incoming calls/e-mails/online reports and creates a trouble ticket in Service Desk Express Trouble Ticket Log Answers previous day s calls by the end of the next business day Resolves 50% of interactions on first contact Escalates reported incidents that require investigation to Level 2 infrastructure groups for investigation and resolution, customers are contacted upon resolution: o Infrastructure groups follow standard troubleshooting guidelines and document problem details in the Service Desk Express Trouble Log Is the customer s advocate within ITU. 1.4.2. Boundaries of Support Services only Mason equipment and services. Support software in the "Supported Software" webpage*. Questions that cannot be readily answered are escalated. Does not help students with their homework. ITU Support Center Boundaries of Support Does not service non-mason equipment, such as personal laptops unless the service is to connect to the Mason network. Does not program electronic devices. Unlisted or limited support software will receive a best attempt level of assistance. Will give assistance to running an application. *For a listing of supported software, please see http://itusupport.gmu.edu/sw_list.asp 1.4.3. of Coverage ITU Support Center Fall and Spring Semester Phone Monday - Friday, 8am - 7pm Walk In Monday - Friday, 8:30am - 5pm Phone Walk In ITU Support Center Summer Session and Winter Break Monday - Friday, 8am - 5pm Monday - Friday, 8:30am - 5pm 3 P a g e

1.4.4. Key performance Metrics ITU Support Center Metrics Metric: Target: First Contact Resolution Rate 50% Average Call Answer Rate 85% within 1 minute % if Issues Resolved at First Level 50% or better Number of Calls Returned to Queue Less than 10% 1.4.5. Call Intake Table ITU Support Center - Call Intake Procedures Owner: ITU Support Center (SC) or Escalated Department (ED) Step Number Owner Description 1.1 SC Customer calls ITU Support Center 1.2 SC Operator reads script on file 1.3 SC Operator opens ticket in Service Desk Express 1.4 SC Operator inputs customer s e-mail address 1.5 SC Ticket is populated by Service Desk Express. 1.6 SC Operator determines if this is a regular or irregular call 1.7 SC Regular call, operator follows "Quick Ticket" procedures in Service Desk Express. 1.8 SC Irregular call, operator selects the appropriate category 1.9 SC Operator types in the customer issue into the Service Desk Express ticket. 2.0 SC Determines if the issue can be resolved immediately. 2.1 ED No, operator escalates the issue to the appropriate infrastructure group. 2.2 SC Yes, operator resolves the customer issue. 2.3 SC Operator closes the Service Desk Express ticket. 1.4.6. Urgency Levels and Response Times Urgency levels identify the committed response time and resolution for a common request, as well as determine the escalation sequence. The ITU prioritizes all calls according to the criteria listed below. 1.4.7. Urgency Level and Response Time Table This table describes the four defined Urgency levels. For each Urgency level, the table includes the criteria used to select it, as well as the associated response time target and closure time target. Response time is the time between when a customer first reports an issue and when the ITU Support Center Staff notifies the customer that TSD service support is working on the issue. Closure time is when 4 P a g e

the work is completed, the ITU Support Staff have notified the customer that the incident is closed, and after the incident has been updated in the call tracking system (Service Desk Express). 1.4.8. Urgency Levels Table Urgency Level Criteria Response Time Target Closure Time Target 1 Emergency Major ITU services are unavailable Significant services are unavailable at multiple locations. For example: Loss of data or voice service, on entire campus, building or multiple buildings Loss of a primary Internet link Failure of the communications path to Banner or other critical administrative systems Communications failures that would disrupt major events or programs at the university Failures that disrupt GMU Police Department communications, or otherwise endanger public safety Entire Application is inoperative A university wide application such as E-mail or Banner is unavailable. 2 High Priority Some ITU services are unavailable There is significant impact to departmental services or functions that must be addressed quickly. Examples: Communications service outage affecting multiple or high-profile customers Discovery of a worm or compromised system that is aggressively attempting to infect other hosts Loss of cable TV service to one or more residence hall buildings Trouble reports, urgent requests for service, or questions from customers or outside agencies that are not considered to be emergencies, but require some type of action (either a fix or a callback) within a few hours High Profile Customer Any personnel designated as a High Profile user is experiencing a problem. CSIRT Computer Security Incident Response and/or virus found. SLA Special service level agreements established with specific Mason departments such as Freedom Center and Mason Enterprise Center. 15 minutes 4 hours 1 hour 8 hours 3 Standard A Single Device is Inoperative A single 8 hours 16 hours 5 P a g e

workstation, printer, or peripheral device is inoperative due to hardware or operating system problems, effecting only one customer. Application Software All issues with a software component for a single device, workstation, or application. For example, a local Windows password, a paper jam, adding a printer, or installing a new software package. Accounts All requests for new LAN, calendar and generic accounts, as well as new shares or changing permissions. Informational Request The customer has a question or needs instruction on how to use supported software. 4 Scheduled Non-Supported Software The customer has a question or needs instruction on how to use non-supported software. Installations When a customer requests installation of new software or hardware Moves When a customer is moving, the response for the incident must be scheduled. Projects When a customer request involves multiple actions to complete, such as re-cabling a new building, or developing a solution for a service that is not currently provided. As Negotiated with the Customer As Negotiated with the Customer 6 P a g e

1.4.9. After Procedures 7 P a g e

1.4.10. After Procedures Table Step Number Owner Description ITU Service Center After Procedures Owner: Customer (CUS), Data Center/Operations (DC), ITU Support Center (SC) or Escalated Department (ED) 1.1 CUS Customer calls ITU Support Center. 1.2 CUS Customer reaches Automated System. 1.3 CUS Is this an emergency or non-emergency issue? 1.4 DC Emergency, customer presses "3". 1.5 DC Data Center Agent answers the call. 1.6 SC Non-emergency, customer presses "4". 1.7 SC Customer listens to a pre-recorded message of the ITU Support Center's hours of operation. 1.8 SC Non-emergency, customer Presses "5". 1.9 SC Customer selects other information regarding ITU Support Center. 2.0 SC Non-emergency, customer presses "2". 2.1 SC Customer leaves a message for ITU Support Center. 2.2 SC Next business day, ITU Support Center retrieves the after hour messages. 2.3 SC Open a ticket in Service Desk Express. 2.4 SC Does the call need to be escalated? 2.5 SC Yes, escalate to the appropriate infrastructure group. 2.6 ED No, follow ITU Support Center escalation procedures. 8 P a g e

1.5. First Level Support Data Center Operations 1.5.1. General duties and responsibilities Monitors all IT network computer systems that require monitoring 24 hours a day, 7 days per week Investigates all errors that are detected by SiteScope (diagnostic tool) Creates a Daily Operations Report covering a 24 hour monitoring period of the Mason IT network Holds daily meetings Monday through Friday, except Wednesday to review and discuss the Daily Operations Report and other IT traffic and maintenance issues with Infrastructure groups Escalates all emergency calls to the proper infrastructure group for incident investigation and resolution Receives ITU Support Center after-hours calls that have been indicated as an emergency by the customer Tracks and creates FYIs for calls from customers for distribution to the ITU support Center and other Infrastructure groups for follow-up Determines when calls from students need to be escalated instead of monitored Follows standard troubleshooting procedures and documents problem details Monitors the Data Center equipment, air conditioning, and other physical plant Coordinates system updates and maintenance activities Participates in system backup for disaster recovery. 1.5.2. Boundaries of Support Does not reset passwords. Does not physically have the ability to make a password change. No supported, desktop system after hours Data Center/Operations Boundaries of Support Coordinates support provided by other groups but does not have the ability to resolve incidents. Can notify other support groups of issues but does not control escalation within those groups. 1.5.3. of Coverage Data Center Operations Phone 24, 7 Days Per Week Shift Number Staff Shift 1 Staff Shift 2 Staff Shift 3 Data Center Operations Staff Shifts 7am - 3:30pm 3pm - 11:30 pm 11pm - 7:30am 9 P a g e

1.5.4. Key Performance Metrics Data Center Operations Metrics Metric: Target: First Contact Resolution Rate 50% Average Call Answer Rate 85% within 1 minute % of Issues Resolved at First Level 50% or better Number of Calls Returned to Queue Less than 10% 1.5.5. Incident Tracking Log and SiteScope Data Center Operations keeps a daily and monthly log of the incidents that it monitors in its system through the diagnostic software, SiteScope. This log documents every error that is recorded on SiteScope s sensors. Data Center Operations holds meetings with ITU groups Monday, Tuesday, Thursday and Friday at 9:30 am to discuss the items in the log. There are two (2) versions of SiteScope that monitor technology infrastructure in the Data Center. One version is for monitoring activity inside the firewall. The other version is for monitoring activity outside the firewall. SiteScope is a diagnostic tool that identifies errors in application routines. 10 P a g e

1.5.6. Data Center Operations Log Process Operations Incident Log Daily Log 1.1 SiteScope Monitors ITU 1.2 Record After- ITU Service Center Emergency Calls 1.3 Create Report Listing Incidents and After- Calls 1.4 E-mail Report to Selected ITU Managers by 8am 1.5 Committee Meets at 9:30 am To Discuss Report 1.6 Report is Consolidated and Filed into Monthly Batches. Diagram created by Stephanie Willson 11 P a g e

1.5.7. Data Center Incident Log Process Step Number Owner Description 1.1 DC 1.2 DC 1.3 DC 1.4 DC 1.5 DC 1.6 DC Data Center Operations - Daily Incident Log Owner: Data Center Operations (DC) Data Center Operations uses SiteScope to monitor ITU systems. SiteScope detects errors that occur in the network. SiteScope provides signal alerts of potential problems to the Data Center Operations staff monitoring the system. Data Center Operations records after-hours ITU Service Center Emergency Calls. Data Center Operations creates a report listing incidents and after-hours calls. The Data Center Operations manager does not include FYIs in the report. Data Center Operations keeps its log on the shared M drive and on the private C drive which are synchronized. Data Center Operations also backs up and stores copies in the Data Center. Data Center Operations e-mails its Daily Operations Report to selected ITU managers by 8am for review. The Daily Operations Report contains log entries from the previous day to 8:00 am of the current day. The committee members have 1.5 hours to review the report before the morning meeting. Various ITU managers and the Data Center Operations manager hold a committee meeting every morning at 9:30 am, except Wednesdays and weekends, to discuss the last 24 hours of activity up to 8:00 am. 9:30 Meeting Agenda: Discussion of the specifics of incidents, data status report, feedback on escalated calls, and each infrastructure group talks about what each group is doing to coordinate and prepare for upcoming maintenance and/or other activities. Members look for process improvements to help the overall process. Data Center Operations consolidates the daily report into a monthly report that is filed in an archive. 12 P a g e

1.5.8. Data Center Operations Ticketing Process 13 P a g e

1.5.9. Data Center Operations Ticketing Table Operations Data Center - Daily Incident Log Owner: Data Center Operations (DC) Step Number Owner Description 1.1 DC The Data Center receives phone calls from an ITU managers/staff regarding an incident. 1.2 DC Data Center Operations notices activity in SiteScope. Investigating IT staff determined the activity to be an outage. 1.3 DC If Data Center Operations does not perceive a SiteScope alert to be a problem, it will monitor and track the error. If the alert appears to be a problem, Data Center Operations escalates the incident to the appropriate infrastructure group by phone and the infrastructure group or groups investigates and resolves the incident. 1.4 DC If the problem is not resolved, (proceed to step 1.5). If the problem is resolved, (proceed to step 1.6). 1.5 DC Problem not resolved Data Center Operations escalates the investigation. 1.6 DC 1.7 DC 1.8 DC Problem is resolved - Data Center Operations closes the investigation. The appropriate Infrastructure Group reports to the investigation to the ITU Support Center so that there is an incident report. Data Center Operations inputs the information gathered into the Daily Log. Data Center Operations consolidates the Daily Logs into a Monthly Report, which is filed and stored on the M and C drives along with being backed up and stored physically both on-site and off-site. 14 P a g e

1.5.10. Data Center Escalation Timing Process Flow 15 P a g e

1.5.11. Data Center Operations Escalation Timing Process Step Number Owner Description Operations Data Center - Escalation Time Owner: Data Center Operations (DC) 1.1 DC Alert Shows up on SiteScope. 1.2 DC Wait 15 minutes for system to self-correct. 1.3 DC Did the problem self-correct? If yes, then go onto step 1.4 If no, the go onto step 1.5 1.4 DC Yes, Operations will monitor activity in SiteScope for future incidents. 1.5 DC No, Operations will go through routine checklist. 1.6 DC Operations will review the alert status 15 minutes later. 1.7 DC 1.8 DC Did the problem self-correct? If yes, then go onto step 1.8 If no, the go onto step 1.9 Yes, Operations will monitor activity in SiteScope for future incidents. 1.9 DC No, Operations will then escalate the incident in SiteScope or reach the appropriate infrastructure contact. Was the contact reached? 2.0 DC If yes, then go onto step 2.1 If no, the go onto step 2.2 2.1 DC Yes, Operations will input information into Daily Log. 2.2 DC No, Operations will escalate incident to the next contact. 2.3 DC Was the contact reached? If yes, then go onto step 2.1 If no, the go onto step 2.4 2.4 DC No, after 15 minutes Operations will handle the issue with their background knowledge or contact the Director of Operations. 2.5 DC 2.6 DC 2.7 DC Was the problem handled or the Director reached? If yes director was contacted, then go onto step 2.6 If yes problem was handled, then go onto step 2.7 If no, then go onto step 2.8 Yes, the director was contacted. Operations will follow the Director of Operations instructions. Go on to step 2.9 Yes, the problem was handled with background knowledge. Go on to step 2.9 2.8 DC No, Operations will contact the appropriate Infrastructure group. Go on to step 2.9 16 P a g e

2.9 DC Input information into Daily Log. 17 P a g e

1.5.12. Escalation Route After 11:00 pm Process Flow 18 P a g e

1.5.13. Escalation Route after 11:00 pm Table Operations/Data Center - Escalation Route After 11pm Owner: Data Center/Operations (DC) Step Number Owner Description 1.1 DC Data Center Operations sees an alert show up in SiteScope. 1.2 DC 1.3 DC Data Center Operations receives emergency calls from the ITU Support Center phone system or other Infrastructure Group. Data Center Operations waits 15 minutes for the alert to selfcorrect. 1.4 DC If problem self-correct, then go onto step 1.5 If problem does not self-correct, then go onto step 1.6 1.5 DC Yes, Data Center Operations monitors the issue in SiteScope. 1.6 DC 1.7 DC 1.8 DC 1.9 DC No, Data Center Operations staff contacts the Data Center Operations Manager. Was the Operations Manager contacted? If yes, then go onto step 1.8 If no, the go onto step 1.9 Yes, Data Center Operations staff will follow the instructions given to them by the Data Center Operations Manager. No, Data Center Operations staff will then escalate the incident to set Data Center procedures. 19 P a g e

1.5.14. Examples of Potential Data CenterOperations Escalation Scenario Examples of an Operations Incident Escalation Determination Scenario 1: Student calls Operations that they have no internet in their room. Not Escalated Escalated Data Center Operations does not classify this as an emergency. However, Operations will take the student's name, track the problem, and make an FYI for the incident. Data Center Operations receives more calls of three (3) or more students in the same building not having internet. This incident would be escalated to Networking. Scenario 2: Student calls Operations that they have no internet in their room. Not Escalated Escalated Data Center Operations does not classify this as an emergency. However, Operations will take the student's name, track the problem, and make an FYI for the incident. Data Center Operations receives another telephone call within an hour and it seems related to the previous call, such as coming from the same building. This incident would be escalated to Networking. Scenario 3: Database Support calls with a networking problem. Escalated Operations will immediately escalate this incident to Networking. 1.5.15. Frequency of Data Center Operations to Infrastructure Groups Escalation to Infrastructure Groups Highest Frequency: Networking - Operations and Engineering Database Support Systems Engineers - Enterprise Servers Facilities/Physical Plant Lowest Frequency: Networking - Telecommunications Server Support Group Systems Engineers - Enterprise Messaging 20 P a g e

Note: Operations does not escalate incidents to Desktop Support or Security. 1.6. Second Level Support: Database Support Database Applications 1.6.1. General Duties and Responsibilities Corrects all problems escalated from the ITU Support Center Reports all outage investigations in Service Desk Express per Outage Report guidelines Supports all Oracle databases monitored through SiteScope Contacts appropriate department to escalate Oracle databases Provides all Banner support: o Support all Banner and Banner DBA forms. o Support all Banner applications. o Support Banner suite. Administers databases Maintains database security Maintains databases and applications in the disaster recovery site Participates in disaster recovery testing. 1.6.2. Boundaries of Support Database Support Boundaries of Support Database Applications Problems with the Banner application. Server problems. Problems with the vendor. Networking problems. 1.6.3. of Coverage Database Applications Phone Production Issues Implementation/Migration of Production Monday - Friday, 8:30am - 5pm 24, 7 Days Per Week Monday - Friday, 8:30am - 5pm Or Schedule As Needed For Sunday Morning 1.6.4. Key Performance Metrics Database Support Metrics Metric: Target: 21 P a g e

% of tickets responded to within priority guidelines 90% 1.7. Second Level Support: Database Support Application Integration Services 1.7.1. General Duties and Responsibilities Corrects all problems escalated from the ITU Support Center Reports all outage investigations in Service Desk Express per Outage Report guidelines Determines customer requirements and reach an agreement on delivered services Supports Banner Applications: o Gather customer requirements o Write programming to specifications o Write Banner extracts o Migrate data o Program interface and set up type of peripheral access needs. 1.7.2. Boundaries of Support Database Support Boundaries of Support Application Integration Services Does not resolve hardware issues. 1.7.3. of Support Applications Integration Services Business Phone Standard business hours but on-call after hours if an application is down 1.7.4. Key Performance Metrics Applications Integration Services Support Metrics Metric: Target: % of tickets responded to within priority guidelines 90% 22 P a g e

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1.8. Second Level Support: Database Support Datamart 1.8.1. General Duties and Responsibilities Maintains Datamart Responds to alerts form Data Center Operations Corrects all problems escalated from the ITU Support Center Reports all outage investigations in Service Desk Express per Outage Report guidelines. 1.8.2. Boundaries of Support Does not report issues, but supports issue resolution. Database Support Boundaries of Support Datamart Phone 1.8.3. of Coverage Datamart Business Standard business hours but on-call after hours if an application is down 1.8.4. Key Performance Metrics Datamart Metrics Metric: Target: % of tickets responded to within priority guidelines 90% 24 P a g e

1.9. Second Level Support: Database Support Web and Portal Technologies 1.9.1. General Duties and Responsibilities Corrects all problems escalated from the ITU Support Center Reports all outage investigations in Service Desk Express per Outage Report guidelines Provides support to core applications: o Foundation (Alumni Foundation) o MyMason Portal o Content Management System (CMS) o TRS (Travel Request System) o Alumni directory o Support Center Announcement/Alert o Banner problem reporting o Discoverer splash page o Anti-Virus download o Respondus download o EndNote download o Corporate time calendar download o MESA password change o Faculty Senate Salaries web site o FAS (Foundation Accounts System) o ODPR (Oracle Discoverer Problem Reporting) Multiple PIDM Tracker CAS o ITU Gateway. Maintains user interface for the Travel application Provides analysis, project management, expertise, and coordination with Mason groups Installs, upgrades and maintains software for customers and vendors. 1.9.2. Boundaries of Support Reports issues, and will try to help resolve issues. Phone 1.9.3. of Coverage Database Support Boundaries of Support Web and Portal Technologies Web Portal and Technologies Business 1.9.4. Key Performance Metrics Web Portal and Technologies Metrics Standard business hours but on-call after hours if an application is down Metric: Target: 25 P a g e

% of tickets responded to within priority guidelines 90% 1.10. Second Level Support: Desktop Support 1.10.1. General Duties and Responsibilities Corrects all problems escalated from the ITU Support Center Reports all outage investigations in Service Desk Express per Outage Report guidelines Installs, repairs, maintains, and trouble shoots Mason equipment on the Fairfax campus computer systems that are desktops Handles peripherals and provides network connections for network printers and telephone support Provides network connectivity Services the Fairfax Campus, Center for Innovative Technologies (CIT) in Herndon, the Commerce Buildings off Fairfax Campus, the Fairfax Campus Town Houses and other remote sites. 1.10.2. Boundaries of Support Desktop Support Boundaries of Support Does not support personal computers. Does not service the Arlington, Prince William, or Loudon Campuses. Does not service LENIX and UNIX boxes or computers. Does not make changes to servers, active directory, or network equipment. 1.10.3. of Coverage Desktop Support Business Responds to Service Desk Express Trouble Tickets Standard business hours 1.10.4. Key Performance Metrics Desktop Support Metric: Target: % of tickets responded to within priority guidelines 90% 26 P a g e

1.11. Second Level Support: Networking Networking Operations 1.11.1. General Duties and Responsibilities Corrects all problems escalated from the ITU Support Center Reports all outage investigations in Service Desk Express per Outage Report guidelines Documents all but routine resolutions in the Change Management database Manages wireless and wired ports Assigns DNS names Assigns IP addresses Monitors, troubleshoots, and supports the Mason network Manages Virtual Private Network (VPN) requests Performs firewall changes (once per day). 1.11.2. Boundaries of Support Does not support building infrastructure. Does not determine if incident is a server, firewall, or networking issue. Networking Boundaries Networking Operations Does not resolve security issues involving the require firewall. 1.11.3. of Coverage Networking Operations Business On-call via pager system 24 hours a day, 7 days a week. Standard business hours 1.11.4. Key Performance Metrics Networking Operations Support Metric: Target: % of tickets responded to within priority guidelines 90% 27 P a g e

1.12. Second Level Support: Networking Networking Engineering 1.12.1. General Duties and Responsibilities Corrects all problems escalated from the ITU Support Center. Reports all outage investigations in Service Desk Express per Outage Report guidelines. Builds new or additional networks as necessary. Performs network design and second level trouble shooting. Trouble shoots some security issues. 1.12.2. Boundaries of Support Networking Boundaries Networking Engineering Resolves Networking issues only. Specific security instances are out of scope. 1.12.3. of Coverage Network Engineering Business On-call via cell phone system 24 hours a day, 7 days a week. Standard business hours 1.12.4. Key Performance Metrics Network Engineering Metrics Metric: Target: % of tickets responded to within priority guidelines 90% 28 P a g e

1.13. Second Level Support: Networking Telecommunications Administration 1.13.1. General Duties and Responsibilities Corrects all problems escalated from the ITU Support Center Reports all outage investigations in Service Desk Express per Outage Report guidelines Manages phone systems Administers the voice-mail system, provides service to the voice mail users and performs voice mail related programming Supports phone needs of all local campuses: Fairfax, Loudon, Prince William, Arlington, Hemlock Overlook, UAK (limited support), Fort Royal (limited support) campuses and locations Manages voice-mail services Coordinates customers phone service requests with outside vendors Coordinates phone service needs with Facilities Management Coordinates or leads specific groups: o Jacks R Us o Trap Com and the MUST program o ITU Moves and Service Coordination o University Process and Improvement Council (UPIC) o CERT Team. 1.13.2. Boundaries of Support Networking Boundaries Telecommunications Telecommunications technicians install telephones. Desktop support requests. 1.13.3. of Coverage Telecommunications Business On-call via cell phone system 24 hours a day, 7 days a week. Standard business hours 1.13.4. Key Performance Metrics Telecommunications Support Metric: Target: 29 P a g e

% of tickets responded to within priority guidelines 90% 30 P a g e

Second Level Support: Information Technology Security This ITU office is not part of TSD but works closely with Tier 2 Support to ensure that TSD deliverables provide the highest level of security to Mason customers. 1.13.5. General Responsibilities Works with Tier 2 support to define security risks and risk mitigation activities that TSD performs to ensure IT security for Mason customers 1.13.6. Boundaries of Support Server Support Group Boundaries of Support Provides consultation services to TSD only. Direct TSD support activities are out of scope. 1.13.7. of Coverage Server Support Group Business Consulting Standard business hours 31 P a g e

1.14. Second Level Support: Server Support Group 1.14.1. General Corrects all problems escalated from the ITU Support Center. Monitors Service Desk Express trouble tickets created by ITU Support Center. Reports all outage investigations in Service Desk Express per Outage Report guidelines. Administers and monitors Windows servers, hardware boxes, and applications. Implements Firmware updates, upgrades, security patches, hardware replacement, and upgrades. Supports server related projects for Mason departments, ITU Support Center, and Desktop Support. 1.14.2. Boundaries of Support Server Support Group Boundaries of Support Does not do application support. Does not do any trouble shooting on the desktop. Does not touch the desktop. Does not do shared M systems. Does not create access codes. Does not handle vendor support and contracts. Does not manage websites or code. Does not work with UNIX servers. Does not do configuration of the desktop. Does not do any network configuration. Does not create IDs. Does not create passwords. Does not do application support. Does not handle firewall issues. 1.14.3. of Coverage Server Support Group Business On-call via cell phone system 24 hours a day, 7 days a week. Standard business hours 1.14.4. Key Performance Metrics Server Support Group Support Metric: Target: % of tickets responded to within priority guidelines 90% 32 P a g e

1.15. Second Level Support: Enterprise Servers and Messaging Systems Engineers/Enterprise Servers 1.15.1. General Duties and Responsibilities Corrects all problems escalated from the ITU Support Center Reports all outage investigations in Service Desk Express per Outage Report guidelines Designs, maintains and manages server infrastructure and architecture Performs systems administration for hardware and software Resolves architectural issues with internal infrastructure groups Performs systems administration and engineering Manages day-to-day activities: o Server accounts o Access rights o Systems security for UNIX and LENIX servers. Manages Mason e-mail system. 1.15.2. Boundaries of Support Enterprise Servers Boundaries System Engineers Does not work with customers directly. Does not write code for other departments. Does not work with mail servers and mail systems software. Does not service desktop software. Does not work on Windows servers. 1.15.3. of Coverage System Engineers Business On-call via cell phone system 24 hours a day, 7 days a week. Standard business hours 1.15.4. Key Performance Metrics Systems Engineers Metric: Target: 33 P a g e

% of tickets responded to within priority guidelines 90% 34 P a g e

1.16. Second Level Support: Enterprise Servers and Messaging System Engineers /Enterprise Messaging 1.16.1. General Duties and Responsibilities Corrects all problems escalated from the ITU Support Center Reports all outage investigations in Service Desk Express per Outage Report guidelines Supports the UNIX server part of the e-mail server, along with software Manages the accounting systems of computer accounts, such as e-mail, calendar, and general UNIX accounts Manages the enterprise systems and LDAP directory. 1.16.2. Boundaries of Support Enterprise Servers and Messaging Boundaries Enterprise Messaging Resolves Enterprise Messaging issues only 1.16.3. of Coverage Enterprise Messaging Business On-call via cell phone system 24 hours a day, 7 days a week. Standard business hours 1.16.4. Key Performance Metrics Enterprise Messaging Metrics Metric: Target: % of tickets responded to within priority guidelines 90% 35 P a g e