1 General Overview This is a Service Level Agreement ( SLA ) between the customer and Departmental On-site Computing Support (DOCS) to document: The technology services DOCS provides to the campus. The targets for response times, availability, and maintenance associated with these services. The responsibilities of DOCS as a provider for subscription based services. The responsibilities of clients receiving subscription based services. Processes for requesting services. Review and Reporting SLA process. This SLA will be reviewed annually to assess hardware, software and procedural accuracy. 2 Service Description 2.1 Service Scope Server Support Subscription DOCS team of server administrators provides professional management of departmental servers running manufacturer-supported versions of server software for Microsoft and Apple. A server is defined as an independent installation of the Server Operating System that may provide multiple user account access, or a desktop providing file sharing or other server-like services. Both the operating system of the computer hardware and the virtual machine are each considered (1) server. For example, a computer running 2 virtual servers/machines would be counted as 3 servers. Support is provided Monday-Friday 8am-5pm, except campus holidays and closures. Server support subscription includes the following: Development and design of departmental server architecture of a new server. Setup and configuration of new server hardware. Installation and configuration of server software. Documenting set up, configuration, and changes. Routine maintenance and security update management of Operating System. Installation of basic hardware upgrades such as memory and other easily accessible parts. Configuration and maintenance of IST Backup service or other backup software if UC Backup is unavailable. Troubleshooting of server services. The following chart outlines the degree to which services are supported under this SLA. Server Functions Supported File share (SMB/CIFS, AFP) Print Sharing Turn on Basic Web (HTML using native web server software) Advanced Web (scripts, PHP, cgi, etc) DNS/DHCP Server
Email Installations and configuration AD Bind, Network set up Basic Operating System Security Software Filemaker Server Software All other software Secondary OS/Virtual Machine (VM) Peripheral devices Hardware upgrades (memory and hard drive) File migration Application migration Server Rearchitecture from a DOCS server set up Server Rearchitecture 1 from a non- DOCS server set up Troubleshooting Operating System Security Software Filemaker Server Software User Connectivity 2 All other software Updates/Upgrades Basic Operating System Security Software Filemaker Server Software All other software Security and data Protection Active Directory/Server Account Administration File share Permissions 3 Considered an additional server subscription Management of Microsoft Consolidated Campus Agreement (MCCA) license codes and software 4 1 Server Rearchitecture: The rebuilding of a server into a different hard drive and/or partition configuration. This may be necessary in order to expand functionality or provide better redundancy. 2 Ensure services are available to users from the server. Connectivity issues from the local end user s machine are hourly unless the end user s machine is covered by DOCS Monthly Subscription. 3 DOCS will make changes to server file permissions based on the request and authorization of a designated department representative. 4 MCCA is an optional Microsoft licensing program and one of several ways of acquiring Microsoft software. Departments are responsible for ensuring that all software in use is properly licensed and paid for.
Set up & Configuration of UC Backup (or alternative if UC Backup is unavailable) Other services IST Service Liaison Vendor Technical Liaison for unsupported software Admin Rights 5 Assigned Primary Support Person Technical Consultation and Planning 6 Only available to department staff required for application support 2.2 Services outside of the Scope of the Service Level Agreement Services outside of the scope of this Service Level Agreement and pertaining to Server support are considered optional and will be billed at DOCS rate. These services may include, but are not limited to: Any technical troubleshooting on VM or blade-hosted servers in the IST Data Center with basic OS administration handled by the IST Windows Team. Set up of any unsupported server services. Installation, configuration and/or troubleshooting of any unsupported applications. Vendor liaison for unsupported applications. Services can be designed and tailored to meet department specific business requirements. For more information or to set up an appointment to discuss departmental server management, please contact docs@berkeley.edu. You can also visit DOCS in the IST Service Catalog at http://ist.berkeley.edu/docs/. 5 Administrative Rights to servers including the ability to add and delete user access will be limited to designated staff based on work needs. Admin users must adhere to the campus policies on network security. 6 DOCS can provide Technical Consultation and Planning to assist departments in planning for their computer software, hardware, and security needs.
2.3 Assumptions Services provided by DOCS are clearly documented in the IST Service Catalog - http://ist.berkeley.edu/services/catalog. All Subscription Services are provided on a recharge basis. At the discretion of the Service Provider, any services provided outside of scope of this Service Level Agreement are subject to an additional cost. Major upgrades to services outside of the scope of this Service Level Agreement are treated as projects and follow the procedures and billing outlined in the DOCS SLA. Changes to services will be communicated and documented via the change notification process. Service will be provided in adherence to any related policies, processes and procedures. Scheduling service-related requests will be conducted in accordance with service descriptions. Support for non-subscribed servers and desktops are not included in this service. DOCS will provide ongoing Server support maintenance as described in this Service Level Agreement. Backup and security settings are not a 100% guarantee against loss or corruption of data and/or the compromise of a computer. DOCS is not responsible for loss and/or corrupted data that may occur when servicing computers. Best Effort is limited to 1 hour of troubleshooting assistance per call per incident. Work exceeding that 1 hour will be billed at the hourly rate. 2.4 Security Practices Policies DOCS will configure computers to comply with the Campus Network Security Standards and best practices regarding Restricted Data Management. While security practices are meant to reduce the likelihood of hacking and other security compromises, DOCS cannot guarantee against data loss due to security compromises. DOCS will not support servers that do not comply with known campus standards and policies. Computers that fall out of compliance will immediately be unsubscribed from service and cannot be subscribed until policy standards are in place. Restricted Data Servers known to have Restricted Data will only be supported by DOCS if hosted in the Campus Data Center or comparable secure environment. Departments are ultimately responsible for following standard practices regarding security of Restricted Data. DOCS can provide technical consultation on implementing security tools for Restricted Data. All servers containing or suspected of containing Restricted Data must be registered with the campus. Administrative Access to Servers Client department staff members who are granted administrative rights to their servers are responsible for following recommended security practices. If there is evidence that a machine has been compromised, DOCS reserves the right to revoke or restrict administrative rights from any or all users. Departments will make decisions on user access and authorization and will notify DOCS to add or remove user access as they see fit. Other Passwords DOCS is not responsible for storing passwords for users. DOCS will never ask a user for their CalNet Passphrase. While DOCS may assist the user in setting up the password, DOCS does not store a copy of the password anywhere. It is the responsibility of the user and departmental unit to remember passwords to
critical systems or files. DOCS will assist the user in changing the password to regain access, though this ability may not always be available, as in the case with file encryption. Actions for Compromised Machine A compromised machine will immediately be taken offline until DOCS can assure minimum security standards are met. Actions may include erasing and rebuilding the machine and/or removing administrative rights. 2.5 Disaster Recovery and Backup DOCS requires automatic scheduled backups for data on servers. UC Backup is the preferred recommendation for data backup. DOCS will support an alternative backup solution if UC Backup is unavailable at the client location. While local backup to hard drive or tape may be sufficient to prevent data loss of files within the office, backup systems that do not include the saving of an offsite copy are not considered adequate for disaster recovery. Backup does not guarantee that all data loss can be recovered to its last known state. 2.6 Warranty/Liability DOCS commits to protecting the client s equipment supported under this SLA from deliberate damage. DOCS will not be held liable for any damage to equipment owned by the client, or for data loss that occurs as a result of accidental actions by DOCS personnel, or any other person or persons. If an incident happens, DOCS commits to providing recovery support as long as the system had backup support. However, backup does not guarantee recovery o fall data to its last known state. Each member of DOCS has the responsibility to both proactively and reactively protect the information resources and assets that the UC Berkeley community has put in trust of DOCS, including determining when a risk may not be acceptable, and informing the appropriate parties. Each server supported by DOCS will be assessed for risk at least once annually. In the event that a security risk is found in a client server, DOCS will notify the client and set up a time to mitigate the risk. 3 Roles and Responsibilities 3.1 Parties Parties Name Contact Information Phone Supervisor, Michelle Bautista mbautista@berkeley.edu 510-295-9283 Departmental On- Site Computing Support Customer Technical Contact Assigned DOCS Staff Assigned DOCS Dept Help email or docshelp@berkeley.edu IST Service Desk servicedesk@berkeley.edu 510-642-8500 Customer Billing Contact istbill@berkeley.edu
3.2 DOCS Responsibilities DOCS responsibilities and/or requirements in support of this Agreement include: Meeting response times associated with the priority assigned to incidents and service requests. Reviewing Service Level Agreement annually and notifying customer of updates or changes. Implementing defined processes to deliver these service levels. Providing appropriate response to communications with Customer. Providing basic systems configuration configuration to meet campus minimum-security standards for monthly-subscribed machines. Providing appropriately trained professional technical staff. 3.3 Customer Responsibilities Customer responsibilities and/or requirements in support of this Agreement include: Availability of customer representative(s) when resolving a service-related incident or request. Communication of specific service availability requirements. Submission of service requests through appropriate DOCS contact telephone numbers or email for new services or technical support. Maintenance of current hardware warranties and software license agreements. Prompt payment or provisioning of appropriate chartstring. Providing designated department-billing contact. Storing files in appropriate folders or servers that are being backed up. Purchasing equipment, software and/or services to back up data. Notifying DOCS when users and accounts should be added or removed from server access and definition of user permissions. Allowing a local admin account to DOCS. Allowing the installation and configuration of remote assistance software for use by DOCS staff where not prohibited by security restrictions or policies. 4 Service Provider Contact Information There are several methods of contacting Departmental On-Site Computing Services (DOCS). These are the two primary methods of contacting DOCS for technical service requests: 4.1 Departmental Help Email Departments will be given a specific department help email account as noted in the PDF at the link below to receive the fastest response. All requests for technical assistance must be sent through this email to ensure timeliness of response. http://ist.berkeley.edu/files/docsdepthelplist.pdf 4.2 Primary DOCS Technical Contact Departments will be assigned a Primary DOCS Technical Contact who will provide the unit with contact information. Service Requests may also be submitted through this contact. The following methods may be used for additional information, escalation of service requests, and inquiries for items outside the scope of this SLA:
4.3 Phone Customers may call the IST Service Desk listed above for service inquiries. Telephone contact is available during normal hours of operation, 8:00 a.m. to 5:00 p.m., Monday through Friday. Messages left after normal business hours will be processed the following business day. 4.4 DOCS Supervisor All customers may call the DOCS Supervisor listed above at any time during regular business hours to escalate requests, inquire about services, billing issues or discuss SLA expectations. 4.5 Email for Non-Subscribers (docs@berkeley.edu) Email requests will be processed during regular business hours, 8:00 a.m. to 5:00 p.m., Monday through Friday. 5 Hours of Coverage, Response Times & Escalation 5.1 Hours of Coverage The Department On-Site Service (DOCS) hours of operation are 8:00 a.m. to 5:00 p.m., Monday Friday except Federal holidays, University holidays, and announced University closures. Customers may use any of the methods of contact as stated in Section 4. Requests via email can be submitted 24 hours a day, 7 days a week and will be processed during the next business day. 5.1.1 Incident Response Incident response times may vary. An incident means any interruption in the normal functioning of a service or system. Category Initial Response Time Urgent 0-90 minutes 0-3 hours Incident Response Times Initiation of Support Normal 0-90 minutes 0-8 hours / Support Contract / Scheduled Planned 4-8 hours Scheduled between Customer and DOCS 5.1.2 Prioritization DOCS will prioritize incoming incident requests as urgent priority if it meets any one of the following criteria: Number of departments or people affected. Percentage of total tasks that can no longer be performed by individuals. Academic and Administrative Calendar deadlines. Impact on the delivery of instruction. Lasting impact on student academic performance. Risk to safety, law, rule, or policy compliance.
5.1.3 Service Requests A service request means a request made by a customer to DOCS for a service as published in the IST Service Catalog. All service requests will be processed during normal business hours of via any of the methods outlined in Section 4. 5.2 Escalation DOCS general response to requests is within 8 business hours of receipt. Some service requests have faster response times. Please refer to the service catalog for individual response times. Response times are based on types of Tier Level services purchased and specified in the service catalog. If you are not satisfied with the level of service on a request, contact DOCS Manager at docs@berkeley.edu. Escalation requests are categorized and processed as appropriate and will be responded to with the action taken. 5.3 Information If you have a question about a DOCS service, please contact DOCS at 510-643-3272, docs@berkeley.edu, or the DOCS website at http://ist.berkeley.edu/docs/. 5.4 Other Requests Requests for service features and functions not yet implemented can also be submitted though email, phone, or the web. 5.5 Service Exceptions to Coverage Federal Holidays N/A No coverage University Holidays N/A No coverage Campus Furlough N/A No coverage Closures Scheduled Maintenance(s) As necessary to be scheduled by Primary DOCS Technical Contact No coverage 6 Maintenance and Service Changes The Change Management process within DOCS minimizes unintended service disruptions or other impacts to the customer as a result of changes in the production environment. DOCS does this by monitoring, managing, and evaluating changes to maximize the service benefits to the customer, while minimizing the risks involved in making those changes. All DOCS-related services, maintenances, and Campus outages are published at the IST System Status page (http://systemstatus.berkeley.edu). There are three categories of service changes:
Planned Maintenance: Planned service maintenance is approved work that is planned and scheduled prior to the change. DOCS will communicate (as needed) to the appropriate audience prior to the scheduled change. Unplanned Maintenance: Unplanned service maintenance is priority work that is unplanned due to an urgent repair to prevent failure. Unplanned service outages will be given priority (and communicated immediately) on a case-by-case basis depending on the type and urgency of the service failure. Emergency Service Change: An emergency service change is defined as a service failure that affects the entire campus or significant number of users that requires immediate repair. All Emergency Service Changes are communicated to the appropriate DOCS contacts to determine necessary communication steps. Emergency service announcements are communicated usually the day of the service failure. Off-hours service failures are communicated the following business day. 7 Rates 7.1 Rate Process Software licenses (MCCA) and associated maintenance fees will be set at the current market rates negotiated between DOCS and the vendor. DOCS will revise the one-time set-up fee each year. Any setup fee rate changes will take effect on July 1, at the beginning of the new fiscal year. Recharge rates are calculated by IST to achieve cost recovery and approved by the Campus Recharge Committee based on campus recharge policies (http://controller.berkeley.edu/recharge/policies/rechargepolicy.pdf). 7.2 Charges DOCS will bill monthly for services rendered. DOCS will continue to bill unless notified by the customer of changes in subscription status. All subscriptions will start on the first of the month and end on the last day of the month. Customers are responsible for the costs of the required licenses for their support staff, and a prorated maintenance fee on those licenses for the current fiscal year. The prorated maintenance fee will run from the first full calendar month of use until the end of the current fiscal year. In succeeding years, customers will be billed in July, following the start of the new fiscal year, for the maintenance fees for that fiscal year. DOCS will provide a schedule of the maintenance fee rates for the upcoming fiscal year at least 60 days in advance of the start of each fiscal year. Rate changes may occur any time during the fiscal year. Notice of rate change fees will be communicated 60 days before the effective date. Customers may terminate the service at any time without charge with 30 days advance notice. No refunds will be issued for unused service past 60 days. Any billing questions should be directed to istbill@berkeley.edu.
7.3 Notice of Termination of Service Customers may terminate the service at any time without charge with 30 days advance notice. No refunds will be issued for unused service. Notice of Service Termination received by customers will be processed the following month. DOCS will remove all access accounts to the client machine before the next billing date. 8 Reviewing and Reporting This SLA covers the period from July 1, 2010 to June 30, 2011 and will be reviewed and revised at the end of this period. 8.1 SLA Reviews This Agreement will be reviewed annually or as otherwise needed. DOCS maintains responsibility for the content of this document, and may amend it as required. All changes will be communicated to all affected parties. 9 Signatures DEPARTMENT authorization Signature: Date: Name: Title: Department: Phone: Email: UCB IST authorization Signature: Date: Name: Title Department: Phone:
10 Appendix A Security Standards and Best Practices 10.1 Physical Security Server hardware should be stored in a locked room. Departments should limit access to a known list of individuals. Servers that share space with materials not associated with the server should be in a locked cage or cabinet. 10.2 Computer Security Computer follows campus policy on Campus Network Device, including turning off all unnecessary services and using secure and/or encrypted services where needed Web Servers, NFS and/or FTPS servers that provide anonymous access to the server files should be stand-alone servers separate from filesharing or application servers. Wherever possible, software or hardware firewalls should restrict the range of IP addresses in which services may be requested. Users should use campus VPN when connecting to servers from off-site. Computers containing restricted data must be registered with the campus.