Template SDSU-TPL-11085 v1.3 18/1/11 IT Services Service Level Agreement Staff Email and SMTP Accunts (EMSF) Versin: 0.1 01/11/2010
Service Level Agreement: Staff Email and SMTP Accunts (EMSF) Cntents 1 INTRODUCTION... 4 1.1 Scpe f the Agreement... 4 1.2 Duratin f the agreement... 4 1.3 Signatries t the Agreement... 4 1.4 Service Cntacts... 5 1.4.1 IT Services: Service Desk... 5 1.4.2 IT Services: Business Accunt Manager... 5 1.4.3 Business Cntact: n behalf f the business... 5 1.4.4 3 rd Party Cntact details [if applicable]... 5 2 SERVICE DESCRIPTION... 6 2.1 Activities agreed t be in-scpe f the Service Level Agreement... 6 2.2 Activities agreed t be Out-f-Scpe f the Service Level Agreement... 6 2.3 Service Cverage... 6 2.3.1 Service Hurs... 6 2.3.2 Service Eligibility... 7 2.4 Service Issue Escalatin... 7 3 TARGET SERVICE LEVELS... 7 3.1 Incident Management... 7 3.2 Service Request Fulfilment.... 8 3.3 Service Availability... 8 4 CUSTOMER RESPONSIBILITIES... 9 APPENDIX 1... 10 2 f 10
Service Level Agreement: Staff Email and SMTP Accunts (EMSF) Cpyright 2010-2011. All rights reserved. All infrmatin Cpyright University f Salfrd Dcument Cntrl: Prject/Service Name: Original Authr: Staff Email and SMTP Accunts (EMSF) L Tarr Versin Reasn fr Change Authr Date 0.1 Initial Draft L Tarr 31/1/11 0.5 Final Draft L Tarr 1/3/11 0.75 Final Draft + 1 L Tarr 31/3/11 1.10 Include Jisc Mail L Tarr 13/6/11 1.11 Minr scpe expansin SMTP prvisining J Green 27/3/12 Distributin fr Apprval: Title Name Signature Date Assc Directr Service & Operatins M Hilditch Distributin fr Infrmatin: Department Title Name Date 3 f 10
Service Level Agreement: Staff Email and SMTP Accunts (EMSF) 1 Intrductin The Staff Email service prvides a full range f email services using Micrsft Outlk [client side] and Exchange [server side]. The service is available t Windws and Apple Mac users. This includes email & calendar facilities via Outlk and Outlk Web Access (OWA). This enables access t: Send and receive emails Manage a calendar Manage appintments management Manage tasks and Maintain a persnal cntact list Access Enterprise wide cntact and distributin lists The service is available t Staff when their netwrk accunt is created, and the Outlk client is installed as part f the University standard desktp r laptp build. Assciate staff members may be eligible t an email accunt depending n the class f assciate status they have been granted. Anti-virus and anti-spamming filters are applied t email inbxes as part f the staff email service. The standard size fr an email inbx is 250 Meg. The service als prvides functinal email accunts t clleges, schls, supprt department and grups within the university. Features prvided thrugh a functinal accunt are: Shared Email Address Shared Calendar Tasking facilities An additinal element f the service is the prvisining f SMTP accunts; as f March 2012, all SMTP transfers require authenticatin. SMTP accunts are nrmally nly required by SMTP clients embedded within sftware/web applicatins, as a means t transmit emails autmatically. 1.1 Scpe f the Agreement The agreement cvers the actins and requirements placed n the ITS Department [Service Prvider] and staff f the University f Salfrd. 1.2 Duratin f the agreement The agreement will perate n a rlling 12 mnth perid, with reviews t be held annually, frm 4th April 2011. The Initial review date will be 4th April 2012 1.3 Signatries t the Agreement Custmer: University f Salfrd Prvider: ITS [Infrmatin Technlgy Services] Department f the University f Salfrd Signed by: (Custmer n Behalf f the University f Salfrd) 4 f 10
Service Level Agreement: Staff Email and SMTP Accunts (EMSF) Signed by: (Prvider Mark Hilditch, Assciate Directr IT Service and Operatins) 1.4 Service Cntacts 1.4.1 IT Services: Service Desk Telephne Number 0161 295 2444 Email Address Its-servicedesk@salfrd.ac.uk Emergency Number 52444 1.4.2 IT Services: Business Accunt Manager Name Leslie Tarr Telephne Number 0161 2953827 Email Address l.tarr@salfrd.ac.uk Emergency Number 07870160347 1.4.3 Business Cntact: n behalf f the business Name M Hilditch Business Title/Rle 0161 2953060 Organizatinal Unit Assc Directr Telephne Number IT Services Email Address m.r.hilditch@salfrd.ac.uk 1.4.4 3 rd Party Cntact details [if applicable] Name Business Title/Rle Organizatinal Unit Telephne Number Email Address 5 f 10
Service Level Agreement: Staff Email and SMTP Accunts (EMSF) 2 Service Descriptin 2.1 Activities agreed t be in-scpe f the Service Level Agreement The fllwing activities are cnsidered t be in scpe f the service. Prvisin f email accunt and related facilities t authrised staff within the University f Salfrd Creating f email accunts fr new starts and eligible assciates Supprt fr issues and incidents relating t the peratin f staff email First line fixes thrugh the service desk Escalatin f incidents t 2 nd /3 rd line supprt Backup f email flders and inbxes Operatin f a suitable and apprpriate back regime Restre f email inbxes and cntent in accrdance with currently perating peratinal prcedures Management f the Exchange Server and applicatin Management f the Exchange servers and related clusters t prvide a secure and available service Testing f fixes and upgrades t the cre sftware Applicatin f certified patches, fixes and security upgrades Maintenance f anti spamming and anti-virus prtectin fr exchange servers Management f the Outlk Client Installing f Outlk client n University apprved desktp/laptp builds Patching and upgrading the client as required Web Access t email inbx and facilities Access t email inbx, calendar and tasks thrugh the Micrsft Outlk Web Access client interface Creatin f remval f SMTP accunts SMTP accunts are nrmally prvisined fr SMTP clients embedded in sftware/web applicatins. All SMTP transfers nw require authenticatin, therefre an accunt will be required fr every client needing t transfer via the US mail relay system. 2.2 Activities agreed t be Out-f-Scpe f the Service Level Agreement The fllwing activities are cnsidered t be ut f scpe f the service Management f persnal distributin and cntact lists 2.3 Service Cverage 2.3.1 Service Hurs The service aims t be available 24/7, 365 days a year, with the exceptin f designated maintenance widws within the University year. Supprt fr the service is thrugh initial cntact with ITS Service Desk between 8am and 5pm Mnday t Friday. 6 f 10
Service Level Agreement: Staff Email and SMTP Accunts (EMSF) 3 rd party supprt hurs are determined by Micrsft s cnditins f use, displayed n their web site. 2.3.2 Service Eligibility All staff f the University f Salfrd, are eligible t use this service. 2.4 Service Issue Escalatin The escalatin rute fr issues relating t Incident Handling r Service Request Fulfilment is as fllws. 1. Service Desk Manager 2. Business Accunt Managers 3. Head f Service and Supprt 4. Assciate Directr Service and Operatins Custmers are asked t fllw the rute utlined abve t escalate incidents r service requests 3 Target Service Levels 3.1 Incident Management Dimensin Initial Respnse Per calendar mnth: % f recrded incidents fr which an initial respnse has been received within target timeframe. Targets Level 95% where: Initial respnse target fr Severity-1 case = 1 wrking hur r less; Initial respnse target fr Severity-2 case = 2 wrking hurs r less; Initial respnse target fr Severity-3 case = 4 wrking hurs r less; Initial respnse target fr Severity-4 case = 1 wrking day r less; Initial respnse target fr Severity-5 case = 2 wrking days r less; Reslutin Per calendar mnth: % f supprt cases fr which a reslutin has been received within target timeframe. 95% where: Reslutin target fr Severity-1 case = 4 wrking hurs r less; Reslutin target fr Severity-2 case = 1 wrking day r less; Reslutin target fr Severity-3 case = 3 wrking days r less; Reslutin target fr Severity-4 case = 5 wrking days r less; Reslutin target fr Severity-5 case = 10 wrking days r less; 7 f 10
Service Level Agreement: Staff Email and SMTP Accunts (EMSF) 3.2 Service Request Fulfilment. Initial Respnse Per calendar mnth: % f Service Requests fr which an initial respnse has been received within target timeframe. 95% where: Initial respnse target fr Pririty-1 case = 4 wrking hurs r less; Initial respnse target fr Pririty-2 case = 1 wrking day r less; Initial respnse target fr Pririty-3 case = 2 wrking days r less; Initial respnse target fr Pririty-4 case = 3 wrking days r less; Initial respnse target fr Pririty-5 case = 5 wrking days r less; Fulfilment Per calendar mnth: % f supprt cases fr which a reslutin has been received within target timeframe. 95% where: Request Fulfilment target fr Pririty-1 case = 4 wrking hurs r less; Request Fulfilment target fr Prirty-2 case = 1 wrking day r less; Request Fulfilment target fr Prirty-3 case = 3 wrking days r less; Request Fulfilment target fr Pririty-4 case = 5 wrking days r less; Request Fulfilment target fr Pririty-5 case = 10 wrking days r less; 3.3 Service Availability ITS will aim t prvide access t the service n a 24/7 basis 356 days a year at a level f 98%. The Supprt Hurs fr the service are Mnday t Friday 8am t 5pm. Incidents and service requests shuld be raised with the ITS Service Desk. 8 f 10
Service Level Agreement: Staff Email and SMTP Accunts (EMSF) 4 Custmer Respnsibilities The custmer will be respnsible fr wrking in partnership with the service prvider t enable the applicatin and use f best practice in respect t the management and peratins f the defined service. This includes: Cmply at all times with the University s acceptable usage plicy fr email Cnduct apprpriate husekeeping n inbxes and persnal flders Reprting incidents, service degradatins and service disruptins t the ITS Service Desk. Engage at the earliest pssible with the suppliers when majr changes and imprvements t the service are requested. Participate in service reviews n a regular basis with the ITS Department. 9 f 10
Service Level Agreement: Staff Email and SMTP Accunts (EMSF) Appendix 1: Apprved list f Incident Classes and Service Request Classes Listed within LANDesk Service Desk Incidents Service Request Reprt a generic fault. Anti-spam related request Archive request Distributin List management request Functinal email accunt request Mailbx Quta request User guide/ Training request VIP Mailbx restre request Unlisted request SMTP Create r Remve Accunt The lists f Incident types and Service Requests types will be reviewed peridically and added t as required. 10 f 10