Enterprise SharePoint

Service Definition Enterprise SharePoint V1.0 Signoff Name Role Signature & Date

Document Control Information Document Change History Version Date Last Revised Author Change Description 0.1 Chris Burling Initial Draft 0.2 Houssein Hallani Initial Review 0.3 5/8/2011 Chris Burling Incorporation of review feedback 1.0 17/8/2011 Chris Burling Minor amendments. Approved version Distribution and Acceptance Version Recipient Date issued Approval 1.0 Mark Fortini 17/8/2011 Verbal in review meeting 1.0 Joe Fenech 17/8/2011 Verbal in review meeting 1.0 Jeanette Patamia 17/8/2011 Verbal in review meeting 1.0 Jim Leaper 17/8/2011 Verbal in review meeting 1.0 Sean Godfrey 17/8/2011 Verbal in review meeting Page 2

Table of contents Purpose of this Document... 4 Service Definition Structure... 5 Enterprise SharePoint Service Description... 6 Enterprise SharePoint Service Configuration... 13 Enterprise SharePoint support services... 14 Enterprise SharePoint Support Services... 15 Enterprise SharePoint Service RACI matrix... 26 Enterprise SharePoint Service Targets... 27 Enterprise SharePoint Reporting and Charging... 29 Page 3

Purpose of this Document This document defines the scope, Service Components and Support Services required to deliver this service. Page 4

Service Definition Structure The Structure is designed to enable the clear and accurate definition of services. The structure: Enables the definition of both simple and complex services Creates clarity by clearly defining what organisational/functional units are involved in delivering and maintaining this service Enables clear communication of service targets associated with different service elements Service Support Consists of a defined list of activities, resources and/or processes that are offered by the IT organisation to support the Services customers use. Periodic of review Once this Service Definition is approved by IT at UNSW it will form the initial baseline for future service renewal. Validation of the targets listed in this definition will be reviewed by the Service Management Office after 6 months from acceptance of the initial definition. Monthly performance reports will be provided; however a realistic operational time frame is required to gather quantitative data before a review is recommended. All service reviews will be conducted on an annual basis once the 6-month review is complete. The Service Management Office is accountable for initiating this review and managing service improvement opportunities through to a successful conclusion. Page 5

Enterprise SharePoint Service Description Service Item Details This section provides information on what the service is known as and who within IT at UNSW owns the service. Service Name Enterprise SharePoint Service Group Service Description IT Infrastructure Services, SharePoint Team The Enterprise SharePoint Service provides an online collaboration and communication tool for UNSW business units and groups to use for a range of purposes including intranet web sites, workgroup collaboration and document sharing, or as a platform for simple workflow based processes (e.g. request and approval). The Basic Service offered by IT at UNSW is a SharePoint site hosting service, where IT at UNSW is responsible for supporting the underlying infrastructure and ensuring the system performs to the agreed levels of service defined in this document. IT at UNSW can provide or arrange consulting services to assist customers with initial planning and implementation of their site, or updating their site at a later stage, however this is not a feature of the basic service and is chargeable. Each business unit or group using the service is responsible for the administration of their site(s), site design, content management and ensuring that they are using the SharePoint product in an appropriate and effective way. In order for these aspects to be managed effectively, each business unit or group that uses the service must allocate staff to be responsible for the site maintenance and development. A description of these roles is provided in the Support Services section of this document. Page 6

Service Options Description Pricing This section provides information on the key components that make up the service offering. The options presented here apply to both new customers wishing to establish a SharePoint site, and existing customers who wish to change their site. IT at UNSW will monitor customer site usage and pro-actively contact customers if their capacity requirements change significantly. This may trigger a re-assessment of the most appropriate service option. Basic Service This service is suitable for customers where all users have a Z ID, and the number of users logged into the service at the same time is less than 500. The Basic Service includes the following components, with a : An upfront assessment of requirements to ensure the most appropriate service offering is selected (Basic, Large/Public or Advanced). Access to the basic out of the box functionality as detailed in the tables below under Basic Service Functionality. UNSW Branded SharePoint site templates. 5 days 1 of engagement with SharePoint Services staff to perform the initial deployment of the SharePoint site(s). This includes: o o o o Discussion and education on site branding, navigation, basic functionality, access permissions, clarification of support roles and responsibilities. Completion of a site(s) configuration template Deployment of sites and SharePoint services (Top level structure only) Refinement of Deployment Configuration. 10GB 2 initial quota for Content Storage per customer. Additional storage must be formally requested, and is capped at 30GB under the Basic Service. Customer business units are required to nominate staff to administer and be responsible for their site. o o Self paced training will be provided for administrators; however this will only provide a basic overview of administration tasks. An external training course (provided by Dimension Data) is highly recommended for these staff to ensure they have the appropriate skills and knowledge of the SharePoint product. (~$600 per person). Up-front: $4k (5 day engagement at IT Rate Card) On-going: No charge 1 If there is a need for a longer engagement to establish the site(s), IT at UNSW will recommend the Advanced Features, Design and Development Service option described below. 2 If a Customer uses (or requires more than) a 10GB storage allocation for Site Content, they have the option of purchasing more storage in blocks of 10GB. Page 7

Large / Public Service Advanced Features, Design and Development The Large / Public Service has the same features as the Basic Service, however this service is suitable for customers: o o o who have a requirement for greater than 500 users logged in to the site at the same time, or that wish to enable access for public users / users that do not have a Z ID. require more than 30GB of storage. The intent of this service option is to ensure that larger customers do not impact on the other service customers by consuming a disproportionate amount of system capacity. To mitigate against this, sufficient capacity must be added to the infrastructure platform to support large customers. This service offering includes: An upfront assessment of requirements and estimate of costs. All features of the basic service. Deployment of appropriate infrastructure capacity to the SharePoint system. Note that this option may lead to a high cost solution. The Team site service may be a more cost effective option for customers that require a website style of solution (i.e. no collaboration features). The Advanced Features, Design and Development Service is appropriate for customers who: Require access to Advanced features: Reporting Services, Forms, and Workflow, or Custom Authentication. (See the table below for description of Advanced Features.) Require consulting services for the design, development and implementation of their SharePoint site. Have a requirement for a customised SharePoint application. Have high security requirements This service offering includes: All aspects of the Basic Service + Up-front estimate of costs A project engagement with SharePoint specialists to plan, design and implement the SharePoint site. The scope of this engagement is flexible depending on the needs of the business unit. Agreement on support arrangements: A separate service definition (agreement) is recommended, and depending on requirements, additional support personnel may be required. Up-front: Labour and Materials costs (infrastructure) As per IT Rate Card On-going: depends on scope of solution Up-front: Labour and Materials costs As per IT Rate Card I On-going: depends on scope of solution Note: there will be limits on the number of customers that can be engaged each month due to effort bundled in to each engagement. It is suggested that less than 4 customer sites be planned for each site as a limit on the workload for staff involved in the provisioning process, however this number may vary based on other workload demands. Page 8

Basic Service Functionality Description This section provides information on the key functions available with the MS SharePoint 2010 product. Note that it is the responsibility of each customer to nominate which functionality they need included in their site. Web Content Team Sites 3 + Document Sharing mysites SharePoint Search In browser Word, Access, Visio, PowerPoint and Excel viewing and editing Metadata Review and Approve Workflow SharePoint can be used to host web content for internal purposes e.g. a business unit intranet site. An intranet web site contains static content that is used for the purposes of communicating within an organisation, or providing reference information. Web content can have access restrictions applied that only allow designated users or groups of users to view certain pages. Team sites represent online collaboration spaces and can have a range of functionality incorporated including: Web Content; Lists of contacts, actions, tasks, issues or risks; Team calendar; Document Library for uploading documents, collaborating on documents, or publishing documents. Team site content can have access restrictions applied to limit access to certain pages or items to a specified group or individual. my Sites are online user profiles that contain information about an individual. Each mysite is owned by the corresponding user, and only they have permissions to update their profile. The use of my Sites is optional. SharePoint has a built in search capability that allows users to search for documents or web content within a site. Users have the ability to edit Word, Access, Visio and Excel documents that are stored within a SharePoint site using their Internet Browser, as long as they are using Internet Explorer version 7 32bit or later, or Firefox version 3.6 or later on a Windows Computer. All Windows XP SOE computers are compatible with this feature; however Mac computers are not compatible with this feature. Note that Windows Computers running Internet Explorer 64bit are not compatible with this feature. SharePoint has the ability to assign metadata (categories or tags) to documents or other items. Metadata tags can have a hierarchical structure. Metadata is a powerful tool for managing documents because it ensures consistent use of terminology and provides better search results. The Basic Service includes 2 out of the box workflows Review and Approve which can be assigned to documents. 3 Team sites in SharePoint are completely separate to the the IT at UNSW web hosting service Teamsite. Page 9

Basic Service Functionality Content Types Social Computing Description SharePoint has the ability to pre-define categories of documents that have a consistent set of properties such as a standard template; standard metadata; policies (e.g. expiration date); workflow (e.g. review and approve). Content types are made accessible to end users through the new command (often displayed within team workspace SharePoint sites) which will present a drop down list of content types / templates. Content types provide teams with a means to ensure consistent documentation, process, categorisation of documents and an ability to filter search results based on the metadata assigned to different content types. SharePoint 2010 includes several social computing features such as: - Communities - Micro-blogging (comments and custom tagging of SharePoint content e.g. a news item may have the following tags Christmas Party, 2011, Academic Staff ) - Social Networking an online network of colleagues / other SharePoint users. - Newsfeeds - My Sites user profiles (already described above) All of these features are optional. Advanced Service Functionality Description These features are not enabled by default. Reporting Services Forms Custom Workflow Custom Authentication Third Party Product Support SharePoint has the ability to create charts and interactive dashboards for viewing data. On-line forms can be used for collecting data, or as part of a simple workflow process. Workflows in SharePoint enable manual paper or email based processes to be streamlined and in some cases automated. Forms / documents can be sent to: People one by one after each other ( = serial), or Everyone at the same time ( = parallel) The standard mechanism for logging in to SharePoint will be to use Z-Pass. Other forms of authentication may be possible and are regarded as advanced configuration. There are many third party plugins and tools for SharePoint that require implementation and system integration before new functionality can be used. Page 10

SharePoint Client Support Internet Browser Description Not all internet browsers give users access to all of the SharePoint and Microsoft Office integration features: Full Functionality is available using Internet Explorer 7 32bit or later on a Windows Computer. (Windows XP SOE Computers get Full Browser Functionality.) Partial Functionality is available using Internet Explorer 7 64bit or later on a Windows Computer, or Firefox 3.6 or later (Windows, Mac, or Linux Computer), or Safari 4.04 or later on a Mac.The following functions are unavailable within these Internet Browsers: Connect to Outlook, Connect to Office, and Sync to SharePoint Workspace Datasheet view Drag and Drop Web Parts Edit in Microsoft Office application Microsoft InfoPath 2010 integration Microsoft PowerPoint 2010 Picture Library integration Microsoft Visio 2010 diagram creation New Document Rich Text Editor Basic Toolbar Send To Signing Forms (InfoPath Form Services) Spreadsheet and Database integration Web Part to Web Part Connections Slide library and PowerPoint 2010 integration A detailed description of compatibility is provided by Microsoft here. Users on Firefox, and Safari browsers can still interact and publish documents to SharePoint sites, however this requires a more manual approach where documents are first saved, then manually uploaded to the site. Page 11

SharePoint Client Support Microsoft Office Version Description Feature Office 2007 Office 2010 Office 2011 Save and open files from SharePoint sites. Check out and check in documents to SharePoint sites. Protect documents from unauthorized access or distribution from within the Office client applications by using Information Rights Management. Publish Excel sheets to a server for centralized management, browserbased Excel sheet viewing, and access control. Save multiple documents to the SharePoint site at the same time Save to SharePoint (from Office) View and Manage Versions View, Manage, Start Workflows Co-author document simultaneous editing Set Metadata Properties One click sync with server Social tags and comments Slideshow Broadcasting from Powerpoint through PowerPoint web app Save Visio Document to SharePoint (integrated in menu) Take an offline copy of SharePoint Content Enable access to SharePoint Document Libraries in Outlook. Keep synchronized copies of SharePoint Calendars, Tasks, and Contacts in Outlook Publish PowerPoint slides to a server where they can be easily shared, access slides on Slide Library from within PowerPoint, and receive notification if a slide on the server changes. Support details Contact Description All calls for support and service are raised by logging a ticket with IT Service Centre on 9385 1333. Page 12

Enterprise SharePoint Service Configuration Customer Site Custom Application Future Customer Customer Site(s) Site AD (authentication) SharePoint Infrastructure Platform Exchange (email) Oracle Service Bus (external integration) NSS Other Other External Other External External App App / App / Data / Data Data Page 13

Enterprise SharePoint support services The following diagram depicts the different levels of support including non- IT teams. Note that end users can engage support either through the Service Centre as per other IT Services, or they can approach staff in their own unit who have been nominated to perform duties regarding the site. Level 0: Customer Tenant + Site Administrators End User Infrastructure Services Level 2: SharePoint Farm Administrators Level 3: Infrastructure Services Teams Level Level 2: 2: Infrastructure Infrastructure Services Services Level 1: Service Centre Level 1.5 Level 2: Customer Site Administrators (Custom Apps) IT Ent Systems Level 3: Custom Application Support Level 3: Other Development Group Service Management Office Level 4: (Product vendors) The structure includes optional Level 2 and 3 support teams for customers who have deployed custom SharePoint Applications using their own support development teams. In this scenario there would be delineation of responsibilities between the ITU SharePoint Level 2 and the Faculty Level 2 team, where the ITU team is responsible for the overall environment and the Faculty team would have limited administrative access to the SharePoint Farm. However this is not a standard feature of the support structure and would only apply under approved circumstances. It is recommended that for any applications deployed to SharePoint, a formal discussion and agreement takes place to define the support arrangements and that this is reflected in the CA Service Desk tool configuration of resolver groups, and incident / request categories. Page 14

Enterprise SharePoint Support Services Whilst IT at UNSW provides this service, the following pages reflect what organisational/functional units are involved in delivering and maintaining this service. Level 0 Customer Tenant + Site Collection Administrators General Description Each business unit or group that uses the SharePoint Service is responsible for performing their own site maintenance; administration and content management as well providing basic support to end users for their site. To achieve this each customer business unit or group must nominate staff to be responsible for the different parts of their site. Top Level Site TENANT ADMINISTRATOR Sub-Site Sub-Site Sub-Site SITE COLLECTION ADMINISTRATOR SITE COLLECTION ADMINISTRATOR SITE COLLECTION ADMINISTRATOR These staff are referred to as Tenant Administrator and Site Collection Administrator, where the Tenant Administrator is responsible for the whole site, and Site Administrators are responsible for a sub- site as depicted in the diagram above. Every customer organisation with a SharePoint site must have a Tenant Administrator, however the number of Site Collection Administrators required depends on the scale and complexity of the overall site. As these roles ideally require a range of skills, a sample description of competencies is provided here to assist in identifying appropriate candidates: Page 15

Level 0 Customer Tenant + Site Collection Administrators Inclusions and Exclusions Inclusions The Tenant Administrator is responsible for administration and governance of the whole customer site in terms of: Site Structure content, look and feel, navigation, functionality, security and permission assignment Taxonomy and metadata planning and administration Conforming to SharePoint standards Being the single point of contact for escalation of support issues. Attempting to resolve simple support queries and self- logging them with the CA Service Desk tool if support escalation is necessary. (To enable this, tenant administrators will be setup with an analyst level account in the CA Service Desk tool). The Site Collection Administrator is responsible for a particular sub- site and the following aspects of that sub- site: Site Structure content, look and feel, navigation, functionality, security and permission assignment conforming to SharePoint standards being a point of contact for escalation of support issues with their sub- site attempting to resolve simple support queries and liaising with the Tenant Administrator if necessary Exclusions Custom Application Development Configuration of SharePoint farm Page 16

First Level Support - Service Centre General Description Detailed Inclusions and Exclusions Contacting this Support Service The Service Centre performs Level 1 Support and will be able to respond to / log tickets raised by End Users or Tenant / Site Collection Admins. The first question asked of end users is whether they have contacted their local site collection administrator in relation to their incident / request. It is desirable for the Service Centre to route incidents and requests to the appropriate level 2 or 3 resolver groups depending on the situation. The main areas where the Service Centre will be able to resolve support queries is with authentication and access to the service in terms of assisting with Z ID and AD group membership related requests and incidents Inclusions Incident Management Service Request Management Facilitate end user account creation Facilitate Account disable Direct user to available self- help material Resolution of simple SharePoint incidents based on supplied support scripts Exclusions SharePoint functional support for out of the box functionality or custom SharePoint applications The IT Service Centre can be contacted on 9385 1333. The IT Service Centre support hours are 8:00am to 8:00pm Monday to Friday excluding public holidays. Saturday & Sunday 11:00am to 2:00pm More information can be found at: https://www.it.unsw.edu.au/staff/support/index.html Page 17

Second Level Support SharePoint Farm Administrators General Description Inclusions and Exclusions This group is responsible for monitoring and managing the SharePoint farm (i.e. all the servers, customer sites and SharePoint configuration), support for out of the box features, as well as other important operational aspects of the service e.g. system security and maintenance tasks. Another key responsibility of this group (although not relevant to end user support escalation) is to coordinate and execute much of the process to bring on new customers to the service. Inclusions 2 nd Level Support for Out of the Box SharePoint functionality only after escalation by Site or Tenant Administrators. DR & service recovery process owner Monitor and Manage SharePoint infrastructure Farm administration Capacity Management + Quota / resource allocation monitoring and management Reporting on storage utilisation Provisioning of infrastructure capacity Keeping accurate records of customer site configurations (Technical Designs) Admin of application services (e.g. search, default service group/custom service groups, allocation of server resources) Maintenance of system documentation: Technical Designs, maintenance procedures and process artefacts Investigation and recommendation of new features / solutions Management and admin of site URLs and Web Certificates Stewardship of SharePoint standards, policies and principles/guidelines. (+ escalation of architectural exceptions) Integration of 3 rd party add- ons Manage Restoration of content Databases and sites from backup Software version updates Dev/Test/UAT/Prod Environment Management Release Management code migration Build for new Site Models Provisioning - New sites Exclusions Simple SharePoint queries (these are supposed to be resolved by Site Collection Admins and Service Centre (Level 1) staff. SharePoint Development or Design Requests Page 18

Second Level Support Site Collection Administrators (Custom Application Support) General Description Tenant and Site Collection Administrators may provide level 2 support in cases where a custom application has been developed. This group is optional and only applies in cases where a custom SharePoint application has been deployed to a UNSW business unit and there is an agreement in place that nominated staff from that unit will provide level 2 support and administrator. As previously mentioned, a separate service definition is recommended for each Custom SharePoint application that is deployed in order to clearly define and agree support responsibilities. Note that in cases where a level 2 group other than the Farm Administrators is providing support, they will only have limited access to administrative tools. Inclusions and Exclusions Inclusions Support for Custom SharePoint Application Functionality Custom Application Administration Exclusions Custom Application Development Configuration and Administration of SharePoint farm Page 19

Second Level Support Service Management Office General Description Inclusion and exclusions The Service Management Office (SMO) provides non technical support to customers and users regarding the Enterprise SharePoint service. Inclusions Manages the customer relationship(s) with a live service. Ensures that Services are monitored, measured and reported upon to customers. Facilitates service restoration during high priority incidents. Facilitates annual service review and updates Service Definition where required. Manages and maintains IT at UNSW s IT Service Management tool. Updates call management tool with new service requirements. Page 20

Third Level Support SharePoint Development Team (ITES) General Description Inclusions and Exclusions ITES Level 3 is involved with the initial customer engagement to provide high level information on SharePoint capabilities and the Advanced Features, Design and Development service option when development of custom functionality is required. From a support point of view ITES team only respond to issues relating to sites that they have performed development for. ITES Level 3 generally does not provide direct support to end users, requests and incidents should pass through at least the service Centre and possibly a level 2 team before they reach the Development Team. Inclusions (support viewpoint, not development) 3 rd Level Support for UNSW Developed SharePoint Applications Development of bug fixes Exclusions Deployment of releases into production this performed by the Farm Admin.usions Deployment of new releases into production (this is to be performed by the Farm Administrators) Page 21

Third Level Support Other Development Team (Custom Application Support) General Description Inclusions and Exclusions This group is optional and only applies in cases where a custom SharePoint application has been developed by a team other than the ITES SharePoint Development team. A separate service definition is recommended for each Custom SharePoint application in cases where support arrangements are not consistent with this document. Inclusions 3 rd Level Support for UNSW Developed SharePoint Applications Development of bug fixes Exclusions Deployment of new releases into production (this is to be performed by the Farm Administrators) Page 22

Third Level Support Infrastructure Teams General Description Inclusions and Exclusions IT Infrastructure Services Teams make up Level 3 support and provide back end systems support for underlying infrastructure components and management services. End users should not have to interact with these teams directly. Level 3 teams will generally be engaged by the Level 2 teams to work collaboratively on incidents and new requests Inclusions Physical and VMware Servers including Server Health Monitoring Database Storage Network Operating systems DR and BCP processes Reverse Proxy configuration Data Centre Environment Management Exclusions: Service Enhancements Software version updates Functional upgrades Problem management process activities Page 23

New Customer Engagement (non-support) General Description New Customer Engagement should follow the following steps which occur prior to an agreement to bring a new customer onto the service: Step 1. Initial Meeting Expression of Interest More than one meeting may be required, however consulting services on site design and functionality beyond a high level overview should be appropriately categorised under the Advanced service option and cost recovered. 2. High Level Requirements Gathering (completion of template) 3. Estimate and Proposal to Customer Responsible IT Roles Portfolio Manager or Faculty IT Manager (possible via Service Request) B.A, Developer or Farm Admin may be invited to provide high level explanation of capabilities depending on the type of site the customer requires. B.A B.A + Portfolio Manager + Farm Admin (+ Solution Architect depending on scope). The process varies after the proposal stage, depending on the chosen service option. Page 24

Enterprise SharePoint Access matrix The Following table details the different support roles and their level of access to the system. A Glossary of terms is available at this Microsoft site. SharePoint Access CRUD Matrix C = Create R = Read U = Update D = Delete Greg Text = has access but duty is delegated to a lower level user Developers Farm Admin Tenant Admin Content Type Admin 4 Site Collection Admin Content Contributor Visitor Farm Configuration CRUD Standard SharePoint Services CRUD RU RU RU R Custom SharePoint CRUD RU RU RU R Application / Feature 3 rd Party Plugin/ Module CRUD RU RU RU R Workflow CU RUD RUD R R Tenant Admin Site CRUD RU Site Collection CRUD RUD R RU R R Sub- Site CRUD CRUD R RU R R Content Type CRUD CRUD R R R R Metadata CRUD CRUD R RU R R Form Services CRUD RU R R R R Term store CRUD RU R R R R Secure Store CRUD RU R R R R Content Type Hub Site CRUD RU RUD R R R Collection Standard Web Part in a Site CRUD CRUD RU CRUD RU R Custom Web Part in a Site CRUD CRUD RU CRUD RU R List or Library CRUD CRUD RU CRUD RU R Static Web Content CRUD CRUD RU CRUD RU R Document CRUD CRUD CRUD CRUD CRUD R 4 Content Type Admin: a specific administration role that can be shared by Tenant or Site Collection Administrator. Page 25

Enterprise SharePoint Service RASCI matrix Below is the RASCI Matrix for critical elements of this service and the teams that deliver this service. RASCI stands for: Accountable: Is defined as the person in this process who has accountability for ensuring the overall process is available, understood and performed correctly. Responsible: Is defined as the person(s) who are expected to perform the prescribed activity, resolve and/or escalate the related issues. Multiple levels within the matrix can do this. Support: These groups provide service support or resources to support implementation. Consulted: Is defined as the person(s) who are consulted before decisions are made or implementations carried out. Informed: Is defined as the person(s) who need to be informed about the prescribed activity. High level task Service group Description Portfolio Managers SMO Service Centre Tenant + Site Collection Administrators OTHER Development Teams ITES SharePoint Team* (BA + Developers) SharePoint Farm Administrators Director, Project Office Director, Enterprise Systems Director, Customer Services Director, IT Infrastructure Owns the service I S S S S R,S I A Is the primary contact/custodian for the end to end service and its performance. Change Management I,A R,S I S S S I I Provides service reporting Manage high priority Incidents Infrastructure Monitoring R,S S I I I S A I Monthly reporting based on statistics collected from CASD. R,S S S S S S I A Facilitate service restoration during significant incidents I I I I I R I A Regularly report on and review infrastructure capacity, performance and error logs. Service Provisioning I S S R R R I A Perform activities required to setup new customer sites. New Customer Engagement Requirements Assessment Custom Solution Development / Consulting Services Delivery of Custom Solutions R I S S I A I I Management of Engagement, high level overview of service offering S R S I A I I Completion of requirements template, categorisation of appropriate service option (Basic, Large, Advanced) and initial estimate of costs I S R R S I A I I Design, development and deployment of custom solutions I I I S S S S A I I Project Engagement, Project Management. *May also require Solution Architect depending on the scope of a custom solution. Also, this column may be replaced by an external development team depending on who performs the solution development. Page 26

Enterprise SharePoint Service Targets The service targets described in the following table relate to the Enterprise SharePoint service and are managed through the standard priority targets integrated within the CA Service Desk ticket management tool. Service Availability Target Category Availability Tier 2 Standard Hours of Support Measures 99.5% availability over a calendar month (less than 4 hours unplanned outage) excluding planned and pre-agreed outages Business Days, Monday to Friday 9:00am to 5:00pm General Description Incident Management Support Service Levels Priority Code All Incidents and Service Requests are channeled through the IT Service Centre. Where Incidents are logged the IT Service Centre will provide 1 st level support and escalate the call to the most appropriate UNSW 2 nd level technical support. The following priority codes are used when a call is logged with the IT Service Centre. Description 1 A major production outage, performance degradation, or instability causing significant impact to the University community. 2 A large number of customers/end-users impacted. Entire office, department or school is experiencing similar problems. Small number of customers can not utilise mission critical applications. 3 User/customer work group unable to use non-mission critical application(s). Customer can work with minimal impact to their productivity. Response Time The time taken for an IT at UNSW resolver to respond to the ticket. The call is logged and escalated immediately to the appropriate IT at UNSW resolver group and Incident manager. The call is logged and escalated immediately to the most suitable IT at UNSW resolver group. IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Resolution Time The time in which a solution to an Incident must be implemented or a Service Request fulfilled. Within 4 standard support hours from the initial logging of the Incident or Service Request Within 8 standard support hours from the initial logging of the Incident or Service Request Within 16 standard support hours from the initial logging of the Incident or Service Request Page 27

General Description 4 Individual Service Request or Incident that does not impact business. IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Within 40 standard support hours from the initial logging of the Incident or Service Request Page 28

Enterprise SharePoint Reporting and Charging Reporting Reports Included Report Frequency Reports Generated For Charging Charging Model Frequency Service Pricing Yes Monthly IT Directors, Service Custodian and Technical support team leader There are no on-going charges for this service other than for provision of additional storage as sites expand. There are some up-front costs however relating to the effort required to deploy new sites as described in the Service Options section at the beginning of the document. Up-front: once off charge for service provision On-going: As needed on-going for additional storage in blocks of 10GB Please refer to the Service Options table for pricing. Page 29