ICT Service Level Agreements

SCS Servers (ACN Domain and Mac Service)

Description: The Student Computing Servers provide software services to hundreds of PCs, Macs, and printers in computer labs, classrooms, clusters, pods, and conference rooms throughout the NMSU campus.  These servers provide the standard campus software configuration.  This setup provides any user of a connected workstation a standard software build that is a protected environment suitable to multiple user environments.

About This Service Level Agreement:
This document is a Service Level Agreement (SLA) between Information and Communication Technologies (ICT) and the users of this service.  The purpose of this document is to outline the expected service needs and the communication processes to be provided to the users of this service. By instituting this Service Level Agreement, the expectations and requirements of both parties shall be clarified and solidified.  

This document covers production services and support including installation, configuration, monitoring, and maintenance of SCS Servers and related software applications. 

Services Provided:
Under the terms of this SLA, ICT will provide the following services to the SCS Servers users:

·        Act as primary liaison to SCS Servers users.  Maintain contacts and procedures for reporting and escalating problems within ICT.  Provide an annual report of SCS Servers usage. (ICT/PSA**)

·        Work with faculty to determine software requirements following established request procedures and lead times. (ICT/PSA)

·        Review all maintenance plans, upgrade plans, etc., in conjunction with SCS Servers users to ensure that modification of existing services are acceptably planned and executed (ICT/PSA)

·        Install, configure, maintain, and troubleshoot the SCS Servers production and development servers, including all associated hardware, systems software, and application software.  Maintain up-to-date technical documentation. (ICT/PSA)

·        Actively monitor the “online” status of SCS Servers.  Report SCS Servers outages including duration and causes (if determined) (ICT/PSA)

·        Servers and other equipment supported under this SLA shall be protected against configuration loss by the use of regularly scheduled backups. (ICT/CS)

·        Provide SCS Servers in the “overall” disaster recovery planning (ICT) 

** Abbreviations for ICT and other subunits: PCA= PCA Server Administration; SCS=Student Computing Services (formerly University Computer Labs); CS=Computer Services 

Under the terms of this SLA, the SCS Servers users shall be responsible for the following:

·         Comply with facility rules where these services are accessed.

·         Request software and configuration changes through established procedures with appropriate lead time. 

Disclaimer: Unless modified or amended, this SLA does not cover any services or troubleshooting not specifically identified in this document. Requested support outside the scope of this SLA must be negotiated in advance. The SCS Servers users may elect to purchase certain services via the standard rate-based arrangements provided by ICT to the university community. Prices and procedures for such services are governed by the ICT standard rate-based service policies, and are not included in this agreement. 

System Availability, Troubleshooting, and On-Call Support

System Availability
System availability is defined as the hours when the systems covered by this SLA are scheduled to be available for customer access. With the exception of regularly scheduled maintenance and backup time periods, the systems supported shall be available for access seven days a week, twenty-four hours a day.  Specifically, SCS Servers is normally expected to be available for use 24 hours per day, 7 hours per day, 365 days per year, except for scheduled downtime.  Various software maintenance and upgrades will be scheduled ahead of time and will not be counted against uptime.  The uptime goal is 99% each semester.  That is to say that 99% of all available hours SCS Servers will be available except for scheduled downtime.  Downtime is created by the hardware or software failing.  Response to hardware and software failure is outline in the following section.

Troubleshooting, Response Time & Escalation
As soon as ICT becomes aware of a problem with the SCS Servers - either through automated monitoring or by user contact - problem resolution will commence and continue until the service is restored or a suitable alternative has been provided. 

The SCS Servers users wishing to report a problem can have their designated facilitators contact the ICT/PSA support contacts. Partners and facilitators shall be provided with a list of ICT contacts and shall be expected to follow the procedures outlined for problem resolution.  After contacted, an ICT support contact will communicate a status back to the user that reported the problem within 30 minutes of contact.  Depending on the user location, etc., an appropriate communication channel and frequency will be determined at this point. 

If the ICT/PSA support contact determines that the problem is usage related (e.g., how to include new participants), he/she shall attempt to assist the client. Support for event leaders and event facilitators are scheduled to be available during normal working hours. If the ICT support contact believes the issue to be server-related, he/she shall escalate the problem within the ICT/PSA group.  If the PSA group is contacted via a pager, they will respond (communicate back to ICT/SCS) within 30 minutes at least to acknowledge that contact has been made, and when they will be able to start on the problem based on their location, situation, etc.  Work on the problem should commence within 2 hours of initial contact.  ICT will initiate escalation to SCS Servers support as appropriate. 

If the problem can not be resolved within a reasonable time (usually 4 hours or less) after work commences, if there is an impediment to resolving the problem outside the control of those working on it, or if there will be a major impact on the university caused by the out of service situation, then the appropriate ICT Director or Assistant Director(s) should be contacted to help resolve the problem.  The CIO should be notified by the Director or Assistant Director(s) if the problem cannot be resolved or if there will be a major impact to the university. 

System Upgrades, Maintenance, and Replacement
ICT shall provide one (1) week notice of any planned outages/changes to the systems or services covered by this SLA unless otherwise negotiated with all active facilitators. In emergency conditions or in the event of an unplanned outage, ICT shall provide as much notice as possible. 

Service Assurance and Feedback
Users should bring to the attention of the Liaison any matter that may require resolution. 

In order to tailor the ICT charter to meet the growing and changing needs of its clients, feedback regarding the services provided under this SLA is valuable. The opinions of those whom we support are important, and shall help ICT provide better service and identify the future needs of our clients. Therefore, your assistance with any customer satisfaction surveys that you may be presented with is greatly appreciated.