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VCU Technology Services Computer Center Service Agreement
1. Purpose
This agreement is between VCU Technology Services Computer Center and the “Department or Organization”. The goal of the Service Level Agreement (SLA) is to agree upon the quality and quantity of the services delivered by the VCU Computing Center. The responsibilities and warranties should be qualified and if possible quantified. This document outlines the service level roles, responsibilities, and objectives of the VCU Computing Center and the customer.
2.
Scope of Services
VCU Computing Center supports the day-to-day operations of Virginia Commonwealth University through the maintenance and support of customer systems, which reside in the Center.
VCU Computer Center Service Offerings Include:
System Specifications Consultation and determination of the hardware and software requirements to support the project or business function being addressed. This includes items such as software compatibility, server specifications and configuration, rack mounting criteria and expansion capability. Determination and negotiation of required vendor hardware contract (i.e. 7x24, next business day, on site, etc.). Vendor coordination relating to ordering, receiving, maintenance contract and inventory of system hardware purchased. VCU Computing Center will gather the appropriate information regarding the server hardware and software to be included in the Server Information Database. An IDT (inter-departmental transfer) of funds will be accomplished by VCU Computing Center from the budget agreed upon by VCU Computing Center and the customer business area. Installation and configuration of hardware and software installation necessary to the business function being supported. Monitor network performance, Produce performance statistics, Tune network for optimal performance, Network Capacity Planning, Enforce network security policies, Monitor network for intrusions and potential security holes. System monitoring on a continual (7x24) basis. Access to and operation of a data processing environment for the system applications, including backup and restoration. Regular application backups via Tivoli Storage Manager (TSM) in accordance with the specifications agreed upon by VCU Computing Center and the customer business area. Items to be discussed are frequency of backups, type of backups and estimated volume of information to be backed up. Determination of hardware and software problems by VCU Computing Center in conjunction with the hardware vendor, software provider and the customer business area. Data restoration, when required, will be completed in accordance with mutually agreed upon requirements as stated in this Service Level Agreement. Provides connectivity to local and wide-area data communication networks. Also provides the protection of a firewall, conditioned power and a computer room
System Acquisition
System Installation Performance and Tuning
System Operations System Backup
System Restoration
Infrastructure and Environment
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environment.
Ongoing Technical Support Capacity Planning Database Installation (Oracle) Database Maintenance (Oracle)
Provides second level support of existing systems, such as hardware troubleshooting, software upgrades and firmware patches. Initial problem notification should be directed first to the Technology Services (TS) HelpDesk. Provides ongoing expertise to consult on capacity and infrastructure needs. Provides initial Oracle software installation and patching, disk and network configuration, database creation, data loading (if any). Also initial backup configuration and user security. Provides ongoing patch support, database tuning, monitoring of alert logs, monitoring of disk utilization, problem solving, backup support and consultation.
3.
Performance Goals
To be determined jointly by VCU Computing Center and the Customer Business Area. Examples of service levels are: Performance, opening times, availability, fall-back capabilities, incident handling, security, change management, continuity.
4.
Performance Measures
Monitoring tools should be installed on all servers. The suggested tool at UCC is Hobbit. This tool maintains numerous records of “up time” and system availability as well as ensuring the current operating status of the system and enable proactive support to be accomplished. Customers or technicians can frequently be notified of server issues prior to critical errors which affect the system performance.
5.
Constraints
Determine what alarms or situations require customer or technician notification (Hobbit). Restrict Remote Desktop connections to only those IP addresses required for support.
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Specific Service Assignments:
Task Definition UCC Operating System Upgrades* Request for Addresses ** System Performance Tuning* Capacity Planning* Anti-Virus Updates* System Backups* System Restoration* Firmware Upgrades* Hardware Upgrades* Monitor Event Logs* Application Upgrades User Connectivity User Administration User Support Database Installation Database Maintenance XXX XXX XX XX XX XX XX XX XX XX XX XX XX XX XX XX $150 $50/month Accomplished by / Customer / Vendor Cost
* Standard functions are part of the basic infrastructure provided by VCU Computing Center for UCC supported servers, fees apply. TSM Service table defines backup agreement and associated costs. ** Information for the TCP/IP address, DNS name and port availability requires that VCU Computing Center and the customer complete the Server Inventory Technical Data Form.
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Tivoli Storage Manager (TSM) Specifics:
Item Definition Storage to be backed up, 500GB included in base agreement Additional storage above 500GB* Number of copies retained, 5 copies included in standard agreement TSM License Database backup software needed – TDP License** Total of above for first year Amount 500GB $200/500GB $20/100GB/additional copies $250/CPU $500/CPU Cost per unit $0 $0 Cost
Annual maintenance after first year Storage actually backed up – 500GB included in base price Additional storage above 500GB Number of copies – 5 copies included in standard agreement TOTAL
20% of first year costs for TSM and TDP licenses $0 $200/500GB $20/100GB/additional copies $0
The UCC monitors and reviews the running of TSM across all servers supported to insure that the backups complete successfully. Data owners are responsible to insure that what they want backed up is included in the backup process, as well a insuring the scheduling of backups. UCC staff will inform the system owner of a missed or failed backup, but any action to correct the failure that led to the failure or missed schedule is the responsibility of the system owner. UCC TSM staff do not have root access to these servers. If systems grow in size, the annual maintenance charges will be increased to cover the additional backup capacity used. Normally this will occur at the annual review and charges will not be retroactive. *TSM can control what directories/disks/file systems are backed up to exclude temporary files or static file systems that you do not need to backup. This is enabled using the TSM include.exclude file. This can reduce the costs associated with TSM. **Database backup can be done a number of different ways. You may not need the database interfaces if a static backup of your database is all that is required.
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6.
Maintenance schedules
Standard: 8 AM Saturday to Noon on Sunday (proposed) As required and agreed in advance with affected business units Task Definition Operating System Upgrades Request for Addresses Performance Tuning Capacity Planning Anti-Virus Updates System Backups System Restoration Firmware Upgrades Hardware Upgrades Monitor Event Logs Application Upgrades User Connectivity User Administration User Support Database patches X X X X X X X X X Requires Server Outage Yes X X X X X X / No
7.
Terms of Agreement
The signatures of this document indicate agreement to its content, that it is valid, has achievable objectives, and represents the intent of Technology Services to meet the system needs of (“Department or Organization”) as they relate to the (File Server). This document is controlled by (Sean O’Keefe), Director, VCU Computer Center and (Owner) of (“Department or Organization”). Any modifications to this agreement require the review and approval of both parties. Inputs relative to the content or distribution of this document should be forwarded to the Director of Information Services. This document will remain in effect until replaced with an updated version. It will be reviewed annually for currency, accuracy, and completeness. The next review is scheduled for (June 1) 2009.
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8.
Costs for Services
VMware server use is available for small system requirements for $1,000/ one time charge Monthly charge of $100/m for OS and hardware services outlined in this agreement. Monthly charge of $50/m for database services outlined in this document.
9.
Approval
VCU Technology Services Computer Center
Signature “Department or Organization”
(Print Name)
Date
Signature Budget Code ___________
(Print Name)
Date
10.
TOTAL FEES:
TSM: Server support: VM Fee: Database support: TOTAL:
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11.
Addendum A: System Availability Schedule
Application Monday (Business Area) System Availability Schedule Tuesday Wednesday Thursday Friday Saturday Sunday
12.
Addendum B: Unique or Critical Applications
Unique or Critical Applications Application Name Vendor Name Criticality Measure (1=Low, 5=High)
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