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CO-LO SLA 08-09

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					Service Level Agreement (SLA) With ITS – Operations and Production Support For Server Co-location Facilities

Fiscal Year 2008-2009

Service Level Agreement (SLA)

ITS - Central Systems Administration

I. PURPOSE OF AGREEMENT The purpose of this Agreement is to define the services which will be provided by ITS – Operations and Production Support (hereafter referred to as “OPS”) in support of servers hosted in the ITS Data Center Co-location Area located in 14-104 and operated by the entity indicated on the SLA Worksheet (hereafter referred to as “Client”) and to delineate the, roles, responsibilities, and relationships of each party, as parties to this agreement.

II. CLIENT RESPONSIBILITIES 1. Customer Support Representatives: Client agrees to designate Primary and Secondary Customer Support Representatives (CSR). The Primary CSR will serve as the primary liaison with OPS for the delivery and conduct of support services. The Secondary CSR will be fully authorized to assume this role in the absence of the Primary CSR. The CSR facilitates the delivery of support services with OPS by establishing priorities, refining requirements, coordinating scheduling, handling procurements, and disseminating information among appropriate staff. CSR may appoint technical contacts and will provide and maintain as current a list of personnel authorized to access their designated rack space. 2. Access: Client will check in with the Operator on duty for access to the secure area where servers are located. Clients will be issued a specific combination for access to their rack space. OPS will retain a master key that allows access to all rack spaces in order to execute emergency or planned maintenance work that has been coordinated with Client. An emergency in this case is defined as any unforeseen circumstance that requires immediate action regardless of the impact to services provide on the Client’s servers. The emergency shall be determined to exist by OPS. 3. Procurements: Client is responsible for the purchase, license and maintenance costs of all hardware, software, and network components directly associated with their specified SLA . Client will work through OPS to obtain and install all network cables, KVM connectors and cables. Client is required to consult with OPS on all hardware and network related procurements to be housed in the Co-location area prior to placing orders to ensure the products and/or services best meet Client needs and are certified for standard 19” racks and related power, HVAC, etc. requirements. Client is responsible for arranging delivery of equipment to Co-location area. OPS will direct Client to the appropriate staff within ITS in order to obtain assistance with hardware and software purchases. 4. Licensing Compliance: All software provided by the Client for use on the Client’s computers/servers shall be properly licensed in sufficient quantities to cover actual usage. 5. Rack Utilization: Client agrees to use rack space only for server and related hardware. Client agrees to consult with OPS prior to placing additional hardware in their rack space and understands that such additions may impact on one or several elements of their SLA. Client agrees to coordinate with OPS prior to any equipment relocation within the rack space that involves KVM or network connectivity. 6. System Security: Client is responsible for the administration and security of their systems and explicitly agrees to adhere to existing campus security and use policies and

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Service Level Agreement (SLA)

ITS - Central Systems Administration

procedures. Consistent with campus policy and practices, ITS reserves the right to disconnect any server from the network that poses a threat or which may be directly tied to the assessment of a perceived threat to the environment because of security exposures or any condition that puts the University at risk, including potential violations of existing laws or policies. 7. System Administration: Client is responsible for the administration of their servers. As an option, ITS offers this service under a different service level agreement (contact OPS for details). While operating system version and patch level is left to the discretion of the Client, ITS reserves the right to disconnect any server from the network that poses a threat to the environment because of back leveled software or patches. 8. IP Address Allocation: Client is responsible for obtaining an IP address from ITS Network Administration and for configuring server for network access. 9. Backup and Restore: Client is responsible for backups and restores to their servers. As an option, ITS offers this service under a different service level agreement (contact OPS for details). 10. Equipment Relocation/Storage: In general, the Client is responsible for moving, shipping, storing, and delivery of its property. OPS will work with the Client to facilitate changes, moves and adds of servers and network-related equipment. 11. Business Continuance: Client is responsible for development and implementation of their own business continuance plan. OPS will provide information on the ITS Business Continuance Plan upon request, but replacement of equipment and business continuity remains the responsibility of the Client. If Client wants to have a hot spare in the rack, it will be treated as just another piece of equipment at no additional charge. However, if it needs KVM or network ports, the Client will be assessed an additional charge for that service.

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Service Level Agreement (SLA)

ITS - Central Systems Administration

III. SCOPE OF SERVICES SUPPORTED SYSTEMS & SERVICES: 1. Physical Security: All servers are located in a secure building with both physical and electronic security, including securely sectioned areas. OPS staff will provide physical access to the Co-location area to Client designees with proper identification. Each rack space has its own combination lock. Facilities are monitored 7x21. 2. Server Monitoring: Monitoring software and services on the server is the Client responsibility. OPS is available to power a server on and off at the Client’s request. OPS will contact Client if anything unusual is observed in or around the Client’s rack space. 3. Environmental Monitoring: OPS will provide continuous environmental monitoring of the Data Center and will contact Client if environmental elements such, as temperature, exceed a level that could be harmful to computer equipment. 4. Installation: OPS will rack Client server, run network cables, and connect to KVM at the rate described in the SLA Worksheet. 5. Network Connection: Client will be notified of planned network outages via the standard ITS notification process. OPS will notify client of emergency outages that may affect their servers. Client is responsible for monitoring server at the port level. OPS will notify client of broad (switch level and higher) network disruptions. 6. Power: Clean commercial power is supplied to Client’s rack space. Power is also provided through a motor generator. An UPS prevents loss of power during the cutover. 7. Planned Maintenance: Occasionally, maintenance is required that may disrupt network connectivity or access to servers. Client will receive at least one-week notice prior to planned maintenance. OPS will make every effort to provide two weeks or more notice when possible. Client will be notified as soon as possible in the case of emergencies or network failure. 8. Network & Application Software: Customized applications are subject to review and can be disallowed if they are determined to have a detrimental effect on the network, ITS services, or other Co-location clients. 9. Remote Access: Client will be able to access their server console remotely over IP.

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Service Level Agreement (SLA)

ITS - Central Systems Administration

EXCLUDED SYSTEMS & SERVICES : 1. Private Equipment: Equipment which is not owned by Cal Poly is not supported; this is easily determined by the existence of a Cal Poly Property ID tag or other departmental identification authorized by Cal Poly’s property department. Equipment acquired via grant monies is supported, assuming it (a) possesses a Cal Poly Property ID tag or equivalent, (b) is used for purposes in direct support of the University mission, and (c) adheres to Cal Poly’s “Information Technology Resources Responsible Use Policy” (http://www.calpoly.edu/computing/policy.html) and other campus policies. 1. Non-Rack Mountable Equipment: Only equipment that is rack mountable in a standard 19” rack is supported in the Co-location area. Any exceptions to this policy must be explicitly approved by ITS. 2. Unreliable Equipment: Equipment housed in the Co-location area is expected to be in good working order and reliably maintained by the Client.

SERVICE HOURS AND RESPONSE TIMES The ITS Central Data Center in Bldg. 14, Room 105 is open 7x21 except Thanksgiving, st Christmas and New Years Day. Hallway doors at both ends of the 1 floor hallway are locked from 6:00 PM to 7:00 AM. There is a buzzer at the door that can be used to request access with proper ID. Client should phone OPS at ext 6-5512 for access to Bldg. 14 between 6:00 PM and 7:00 AM. ITS will make every effort to ensure that each component of the infrastructure is well maintained and functioning as expected. In the event of a failure, ITS will act promptly to restore service in accordance with the ITS Business Continuance Plan. ITS is not responsible for any damages the Client may suffer as a result of service disruption attributed to ITS hardware or software failures. ITS does not make implied or written warranties for any of our services. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by ITS. SERVICE SATISFACTION The Client is encouraged to contact OPS any time they are dissatisfied with the level of service they have received. The preferred approach is to contact the OPS Lead directly, who will make every effort to remedy the situation to the Client’s satisfaction. The OPS Lead will discuss the problem with the Client and take appropriate remedial action. All requests for service will be tracked via the SRS problem tracking system and Client is encouraged to review the status of their SRS tickets. The Client should escalate any unresolved issues to the Central Systems Administration Coordinator and then to the Communications and Computing Services Director if satisfactory progress is not being made toward the resolution of their issue. The Client should immediately report to ITS (abuse@calpoly.edu) any incidents involving suspected misuse of or damage to their equipment. This includes violations of law and policy,

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Service Level Agreement (SLA)

ITS - Central Systems Administration

such as security breaches or other virtual attacks, as well as suspected physical tampering, alteration, loss or theft of equipment. Each incident will be investigated based on established campus policies and practices, e.g., Appendix D of the “Information Technology Resources Responsible Use Policy” (see http://its.calpoly.edu/Policies/RUP-INT/practice.htm).

IV. SERVICE FEES & PAYMENT SCHEDULE 1. Annual Fee: A service fee (recharge) per annum has been established for the services defined herein, based upon the SLA worksheet. If rack space and/or services are added during the effective term of this Agreement, each additional item will be calculated using the SLA worksheet. The rate of cost recovery will be prorated to be in alignment with the SLA renewal cycle. 2. Payment Schedule: An expenditure transfer will be prepared by ITS for all services rendered under the terms of this Service Agreement for the fiscal year. The Client will approve the expenditure transfer within 30 days of receipt. Charges for services performed outside the scope of this Service Agreement will be billed separately at rates negotiated prior to the commencement of such activities.

V. TERMS 1. Effective Term: This Service Agreement is in effect beginning July 1, 2004 at 8:00 a.m. through June 30, 2005 at 5:00 p.m., unless renewed or terminated as described below. 2. Billing: All Service Agreements are due and payable no later than November 30, 2004. If a signed agreement has not been received by that date, defined services will be discontinued until a signed agreement is received. 3. Termination: One party may terminate this Service Agreement upon the failure of the other party to substantially perform the duties specified in this Agreement. This Service Agreement is terminated 30 days after written notification of this failure, unless the failing party corrects the failure to the satisfaction of the terminating party. On termination, the Client is only liable for payment for services performed in accordance with the provisions of this Service Agreement prior to the effective date of the termination. Client will coordinate with OPS for the removal of their equipment. ITS will process appropriate refunds upon termination. 4. Amendments: Changes to this Service Agreement can take place when both parties agree in writing. 5. Renewal: The Client will be given an opportunity to extend the term of this Service Agreement at least 60 days prior to the expiration date. In the event that either party wishes to re-negotiate any terms or conditions of this Service Agreement, they shall notify the other party of the proposed changes and, if required, a meeting will be held to discuss and agree upon revisions to the Service Agreement.

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Service Level Agreement (SLA)

ITS - Central Systems Administration

VI. CONFIDENTIALITY The Client acknowledges that OPS requires full, unrestricted access to all rack spaces in the Co-location area in order to properly administer the service. It is similarly acknowledged that OPS will not permit others to access Client’s resources without the express permission of the Client. However, OPS/ITS reserves the right to access Client’s resources in the event of an emergency, to act to prevent loss or damage to University resources, and to investigate a suspected incident or legal or policy violation.

VII. CONTACT INFORMATION and SIGNATURES Primary CSR Name Office Phone Cell Phone E-mail Secondary CSR OPS Lead Ricardo Uc 805-756-5493 805-471-9462 ruc@calpoly.edu CSA Coordinator Richard Walls 805-756-2121 805-471-9460 rwalls@calpoly.edu

I agree to the terms and service described in this agreement.

____________________________________ Tim Kearns CIO/Vice Provost Information Technology Services

_________________________________

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