UIUC SQL Database Hosting SLDSLA by uzd19483


									UIUC MSSQL Database Hosting SLD/SLA
CITES Service Level Definition/Agreement

This template provides a general description of the intent of the service level
agreement (SLD/SLA) as well as the customers, users, approval and review process,
and a definition of the terms used in the document.

Table of Contents:

       1.0   Statement of Intent
       1.1   Approvals
       1.2   Review Dates
       1.3   Time and Percent Conventions

       2.0 About the Service
       2.1 Description
       2.2 User Environment

       3.0   About Service Availability
       3.1   Normal Service Availability Schedule
       3.2   Scheduled Events That Impact Service Availability
       3.3   Non-emergency Enhancements
       3.4   Change Process
       3.5   Requests for New Users

       4.0 About Service Measures

1.0 Statement of Intent
This service level definition/agreement (SLD/SLA) documents the characteristics of
an IS service that is required by a business function as they are mutually understood
and agreed to by representatives of the customer groups. The purpose of the
SLD/SLA is to ensure that the proper elements and commitment are in place to
provide optimal data processing services for the business function. The customer
groups use this SLD/SLA to facilitate their planning process. This agreement is not
meant to override current procedures, but to complement them. Service levels
specified within this definition/agreement are communicated on a monthly basis to
the customer group representatives.

1.1 Approvals
Table A.1 shows which business groups and IS groups share ownership of the
service, and their representatives have reviewed and approved this SLD/SLA.

    Ownership Type             Organizational Group              Representative
Business Unit or Customer UIUC                           None
IS Services                  CITES DS                    Richard Williams
Computing Services           DS Technical Services       Alex Breen
Table A.1 Organization Representation

1.2 Review Dates
Last Review: 5/2/07
Next Review:

1.3 Time and Percent Conventions
This SLD/SLA uses the following conventions to refer to times and percents:

   •   Times expressed in the format "hours:DRminutes" reflect a 24-hour clock in
       the central standard time zone.
   •   Times expressed as a number of "business hours" include from the hours
       from 8:30 to 17:00.
   •   Times expressed as a number of "business days" include business hours,
       Monday through Friday, excluding designated holidays.

The symbol "---" indicates that no time applies in a category (for example, no
outages are scheduled for a day).

2. About the Service
This section provides a description of the service and the user community, including
their physical location.

2.1 Description
DS (Departmental Services) offers departments and units at the University of Illinois
the option to host MS SQL databases from DS supported servers. The following
service matrix defines the SQL hosting service:

Features                           Plan Charges
Hosting fee                        $450/year
One-time setup fee                 None
Data transfer (MB/month)           Up to 10GB/month
Disk space (MB) (includes          500
database and log files)
UPS power backups                  Yes
Daily disk backups                 Yes
Stored procedures                  Yes
Full text search                   Yes, but catalog space charged to
                                   total disk space
SQLXML 3.0 support                 Yes
SQL reporting services             Yes, basic report is free, a customized
                                   report is extra (negotiable)
Customer support (email,           HOSTING@AD.UIUC.EDU
Management tools                   SQL Enterprise Manager
Additional disk space              $25/500MB
Additional data transfer              $10/GB/month

Billing is done on a yearly, University fiscal calendar basis. New hosted databases
that join in the middle of the fiscal year will have their fees pro-rated. Hard limits
are not currently placed on disk space and data transfer. A baseline cost based on
disk space will be assessed at the beginning of the fiscal year. Disk space and data
transfer usage will be monitored on a monthly basis. Clients will be notified if their
storage space or data transfer rates exceed those previous paid for. A grace period
of one month is applied to every client that exceeds their allocated disk space and
data transfer. This means that a client is only charged for additional database disk
space and data transfer after two consecutive months above the allocated limits.
Once a client purchases additional disk space or transfer limits, that client will
receive that limit until the end of the fiscal year. Disk space is calculated by
combination of database space utilized and log file space utilized. Transaction log
files are set up to use simple logging and are used in the case of a restore of data.

Transaction Log Options:
Clients have the following options as far as transaction logs:
1. No Logs – no transaction logs are saved once an update has completed. With this
option the client only pays for the largest size of a single transaction, but the client
can only have the database restored to the point of one of the nightly backups.
2. Daily logs are truncated after backups – transaction logs are kept, but are
removed after daily backup. All transaction logs are thus kept only 24 hours. Client
pays for the size of the daily transaction log.
3. Seven day retention of transaction logs – transaction logs are kept and then
backed up at same time of daily database backup. Client pays for the largest
amount of database and transaction log files.
Notes: For all options the largest size of the transaction log file is billed. This file will
be shrunk at the start of the fiscal year, but will stay at the largest size attained
during the fiscal year.

Hardware & Software:
The SQL hosting servers are multiprocessor Xeon 2.8GHz processors with 3GB of
RAM running Microsoft Windows 2003, and MS SQL 2005. The servers are fault
tolerant with RAID (0+1) and redundant power supplies. They are also configured in
a cluster to provide additional redundancy. The servers are located in the CITES
data center at DCL. The service has been designed for minimal downtime, but we
don’t guarantee 24x7 service at the moment. However, we strive to achieve this and
often do. The database server OS, Windows 2003, is patched with appropriate new
MS security patches. In addition MS SQL 2005 is patched with appropriate new MS
SQL patches.

Authentication is done via the campus Active Directory (http://www.ad.uiuc.edu/) or
SQL authentication. The service does include standard maintenance on user
authentication changes to the hosted databases. We allow customers to request
regular user and author access changes six to seven times a year. These requests
should be for less than 25 users. Requests that exceed this will be billed at a $75/hr
As mentioned in the service matrix, daily backups are performed on the data.
Restores of data due to server/service failures are completed at no cost to the client.
User requested restores for other reasons are billed at a $75/hr rate with a minimum
charge of 1 hour for each incident. Backup data is kept for seven days.

Database Monitoring:
The server is monitored by using Microsoft Operations Manager. Operations Manager
is configured with management packs to monitor the hardware of each node, the
cluster as a whole and the MSSQL service.

Other Notes:
Hosted databases applications can not over utilize server resources so
as to detrimentally affect other hosted databases. DS reserves the
right to temporarily suspend databases not fulfilling this service level.
Contacts for information and ordering: send mail to hosting@ad.uiuc.edu. The
database hosting service is a production service. This means that it is not designed
as a development platform. User changes to the database go “live” immediately. It
is recommended that database development be done elsewhere and only final
production databases uploaded to the database hosting site.

2.2 User Environment
The business function is conducted in the following data processing environment as
shown in Table A.2.

Eligible Users                             All departments, units, groups affiliated
                                           with the University of Illinois.
Where Service is Delivered                 Users can authenticate and access the
                                           databases anywhere on the Internet.
Computer Platforms Required to Use         All users must have IP connectivity to the
the Service                                client machine.
User Background or Training                Database developers must have
Required to Use the Service                experience with SQL.

Table A.2 Service User Community Characteristics

2.3 User Support Services

Phone Assistance                     217-244-7000
                                     See http://www.cites.uiuc.edu/help/ for
                                     available hours
Walk-in Assistance                   1211 DCL
                                     See http://www.cites.uiuc.edu/help/ for
                                     available hours and further information.
E-mail Assistance                    Information:hosting@ad.uiuc.edu
                                     General Help:consult@uiuc.edu
                                     Specific Questions:hosting@ad.uiuc.edu
Documentation/FAQ                        http://www.ds.uiuc.edu/webhosting/default.htm
Notification to Users of Service         Send email to hostingcontacts@ad.uiuc.edu
Service Status Information               http://status.cites.uiuc.edu/
Reporting Problems with the              217-244-1000
Service                                  net-trouble@uiuc.edu

Table A.2.1 Support Services for the User Community

Note: The scope of customer support covers issues with hosting servers/service and
how to connect to the hosted servers. Customer support does not include SQL
design or programming. Contact CITES DS Software Services for fee based help with
these issues.

3.0 About Service Availability
This section provides information about the normal schedule of times when the
service is available. It also describes the process for enhancing or changing the

3.1 Normal Service Availability Schedule
Table A.3 shows the times the service is available for customer use.

Times     Sunday     Monday      Tuesday Wednesday Thursday Friday            Saturday
Start     0:00       0:00        0:00       0:00         0:00       0:00      0:00**
Stop      24:00      24:00       24:00      24:00        24:00      24:00     24:00

Table A.3 Service Availability

**Adjusted when necessary for scheduled outages and nonemergency

3.2 Scheduled Events That Impact Service Availability
Regularly scheduled events can cause a service outage or have an impact on
performance (such as slow response time). Table A.4 shows when these are
scheduled to occur.

Times     Sunday     Monday      Tuesday Wednesday Thursday Friday            Saturday
Start     5:30 AM 5:30 AM 5:30 AM 5:30 AM                5:30 AM    5:30 AM   5:30 AM
Stop      Noon       7:30 AM 7:30 AM 7:30 AM             7:30 AM    7:30 AM   10:00 AM

Table A.4 Scheduled Maintenance for the CITES Data Center

3.3 Nonemergency Enhancements
All changes that take more than four hours to implement or that impact user
workflow are reviewed by the hosting service team for approval and prioritization.
This team is currently comprised of Josh Mickle, Kevin Bird, Brad Horn, Devin
Gengelbach, Ben Farmer, and Alex Breen.

Enhancements and changes that do not require a service outage and that do not
impact user workflow are implemented upon completion.

Enhancements and changes that require a service outage are scheduled outside
business hours. Users are notified at least two business days in advance when a
nonemergency service outage is required to implement an enhancement or change.

To request an enhancement, submit a problem by sending email to

3.4 Change Process
Changes to any hardware or software affecting the application should be requested
by sending email to hosting@ad.uiuc.edu.

3.5 Requests for New Users
To request a database, requires notifying hosting@ad.uiuc.edu. Requests are usually
satisfied within 2 business days. Units will be billed following the creation of the web

4.0 About Service Measures
The Hosting Service Team monitors and reports the service quality. Table A.5 shows
the service measures that are reported along with the performance targets.

Measurement                  Definition                     Performance Target
Service Availability Percent The percent of time that       87.5%
                             the application is available
                             minus the impact time
                             from any events
                             (scheduled or
                             unexpected) other
                             than loss of network
                             or other contingencies
                             specified in 4.1
User Response Time           The time taken for the
                             application to complete a
                             user request and
                             return a response
Problem Response             The time required for a        1-High Priority
                             user to receive a response     Within 1 hour
                             after reporting a problem      2-Normal Priority
                             to the Help Desk               Within 1 business day
                                                            3-Low Priority
                                                            Within 2 business days
Problem Circumvention or     The time required for a       1-High Priority
Resolution Time              user to receive a             Within 2 hours
                             circumvention or a solution   2-Normal Priority
                             after reporting a problem     Within 1 week
                             to the Help Desk              3-Low Priority
                                                           Within 2 weeks

Table A.5 Service Quality Measurement

Requests for support are prioritized according to the following priority-level

1-High Priority

        The hosted database sites are not operational for multiple users during
        scheduled availability.
        A major function of the hosting service is not operational for multiple users
        during the hours that the service is scheduled for availability to users.

2-Normal Priority

        A minor function of the hosting service is not operational for one or more
        users (who can continue to use other application functions).
        A user has questions about the hosting service functionality or needs
        assistance in using the service.
        A user needs administrative assistance.

3-Low Priority

        The hosting service is not operational for one or more users outside the hours
        during which the service is scheduled for availability to users. A major
        function of the hosting service is reported as non-operational during the time
        period for which normal service is not available.
        Enhancement requests are logged as Priority 3-Low Priority, but are reviewed
        and scheduled by the hosting service team.

4.1 Service Dependencies

This service depends on other services offered by CITES or by other service
providers. These services are listed below along with the service provider and where
available the service level definition/agreement between internal CITES services or
external vendors.

Service                Dependency on           Service Provider
Power                  The hosting web         CITES, IP, and F&S
                      servers are located in http://status.cites.uiuc.edu/
                      the CITES data         http://opcenter.cites.uiuc.edu/
                      center and are         http://www.fs.uiuc.edu/ (217/333-2082)
                      dependant on power
                      to this location.
Campus Network        The hosting web        CITES
Access                servers are located in http://status.cites.uiuc.edu/
                      the CITES data         http://opcenter.cites.uiuc.edu/
                      center and are
                      dependant on
                      network access to
                      this location.
Environmental         The hosting web        CITES
Controls              servers are located in http://status.cites.uiuc.edu/
                      the CITES data         http://opcenter.cites.uiuc.edu/
                      center and are
                      dependant on a
                      stable environment
                      at this location.
UIUC Campus Active    Permissions beyond CITES
Directory             viewing of web pages http://www.ad.uiuc.edu
                      are dependent upon
                      the UIUC campus
                      active directory to
                      authenticate users.
Building Local Area   On-campus users          Each building LAN is currently
Network (LAN)         connect to service via   maintained by local network
Environment           the building Local       administrators.
                      Area Network (LAN)       CITES provide connectivity services
                      environment and          between buildings and UIUCnet
                      through connections      backbone services.
                      to the UIUCnet           http://status.cites.uiuc.edu
                      backbone network.        http://opcenter.cites.uiuc.edu/
Operations Center     Problems with the        http://opcenter.cites.uiuc.edu/
                      service will often be
                      reported to the
                      Operations Center.
                      Resolution of these
                      issues is dependant
                      on the Operations
                      Center notifying the
                      proper people.

Table A.5.1 Service Dependencies

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