Technical Services & Consulting Group Computing and Information Services Facilities Management SLA
Client: ___________________
Option 3 – Facilities Management Basic Server Support - System Administration Support Service Level Agreement
CIS provides server support services for departments and colleges on the UNH Durham campus. This SLA with _________________ (hereafter known as Client) is for Option 3, which contracts for system administration support for a server that is purchased and owned by the Client. In addition to the services outlined in the CIS Basic Server Management Services, the following apply: Before signing a SLA with the Client, CIS will meet with appropriate Client personnel to analyze needs and negotiate any extensions or changes to the Standard Server Support SLA. If a system(s) does not meet the CIS required support level, the system(s) will need to be brought to this level; this may incur additional startup costs for support. Examples: insufficient CPU/RAM, licensed software, available hard disk space, security holes. Once the SLA is signed, the Client may not add hardware or shared-access software to the server--CIS will install hardware/software on the server(s) by request. If CIS determines that unsupported hardware/software is the cause of a recurring problem, we reserve the right to require the system(s) be returned to the baseline state before providing further service. The Client will retain full control of the information stored on the server(s), but CIS will be responsible for administration of the system(s), including software installation and maintenance, management of access permissions, and incident-based troubleshooting. CIS will also maintain current anti-virus protection. Backup of data may be included in accordance with our Server Backup Services, if desired. Hardware maintenance costs are not covered under this SLA. If CIS determines that a problem is hardware based, we will communicate with the CIS Computer Service Center to determine replacement cost of the defective hardware and convey this to the Client. However, hardware repair costs are external to this Agreement and remain the responsibility of the client. Network operating system and application licenses are the responsibility of the Client. File and printer sharing services are provided by CIS with our server support Option 2 - Public Server Services – File/Printer Sharing. If a Client wishes to provide this service on a department/college server, Option 4 - Facilities Management Advanced Server Support – Complete Server Support would be the appropriate SLA option. ---------------------------------------------------------------------------------------------------------------------------------------Instructions: Check all selections that apply, and fill in all pertinent information. Date: ___________________ Name of client department/college: _____________________________________ Name of client representative: ____________________________________ Phone number:________________ E-mail:______________________________________ I. Type of Agreement _ Annual, renegotiated for each fiscal year _ Open-ended, renegotiated when appropriate _ Temporary, terminated or renegotiated per agreement _ Other: _______________________________________________________________ II. This agreement will be reviewed and/or renegotiated during the three months prior to expiration but no later than ____/____/________
Client ____________
III. Functionality of server(s) (check all that apply) _ Application Sharing _ Web services _ Other: _______________________________________________________________ IV. Server platform(s) (indicate version/SP) _ Windows _______________ _ Linux __________ _ Macintosh ___________ V. Client platforms _ Windows 9X _ Windows NT/2000/XP _ Macintosh _ Mixed environment, both Windows and Macintosh VI. Server Location _ On the UNH Durham campus _ Off the UNH Durham campus (location _______________) _ Other: ______________________________________________________________ VII. Server(s) Accessed From _ On the UNH Durham campus _ Off the UNH Durham campus (location______________________) _ Other: _______________________________________________________________ VIII. User profile _ Faculty (number ______________) _ Staff (number ______________) _ Students (number ______________) _ Other: _____________________________________ IX. System(s) configuration _ Make/Model ___________________________ _ Processor(s) _________________________________ _ RAM ______________________________________ _ BIOS ________________ _ IP Address _______________________________ _ Server name ______________________________ _ DNS entry _______________________________ _ Domain _________________________________ X. Drive Configuration/Disk space currently used per drive _ ______________________________________________________________________________ _ ______________________________________________________________________________ _ ______________________________________________________________________________ XI. Software (application and version) _ ___________________________________________ _ ___________________________________________ _ ___________________________________________ _ ___________________________________________
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Client ____________
XII. Requests for support and notification of problems will be made by: _ One representative of the client organization ________________________________ _ Other: _______________________________________________________________ XIII. Requests for support and notification of problems will be reported to: _ CIS dispatch center at 862-4242 _ CIS dedicated technical person (urgencies only) _ Other: _______________________________________________________________ XIV. Upon notification of a support request or problem report to CIS Dispatch Center, CIS will: _ Document initial request, and inform caller how the incident will be handled _ Send electronic mail notification to the CIS technical person on duty for this agreement _ Call by telephone the CIS technical person on duty for this agreement _ Page the CIS technical person on duty for this agreement _ Provide status updates, when client calls the CIS dispatch center _ Other: ______________________ XV. Upon notification about a new request, the CIS technical person will: _ Contact the original caller and confirm that appropriate action is being taken _ Coordinate the appropriate response _ Ensure that incident is appropriately closed and original caller is notified of resolution _ Other: ___________________________________________________________________________ XVI. If ongoing or unresolved confusion or disagreement happens between Client staff and CIS staff _ Client site representative will notify TSCG Manager/Extended Services Manager _ CIS technical person will notify TSCG Manager/Extended Services Manager _ Client site representative and TSCG Manager/Extended Services Manager will resolve the problem _ Other: ___________________________________________________________________________ XVII. CIS Responsibilities, in addition to CIS Basic Server Management Services √ Perform detailed hardware and software inventory/audit to determine what can and cannot be supported under the SLA √ No modification to Client applications unless mutually agreed upon with Client √ Quarterly report to Client on server performance, hard disk space utilization, notable events √ Coordinate with Client application administrator to install operating systems hotfixes/service packs √ Collaborate with Client application administrator to install application updates/upgrades √ Full backup - once per week on Friday evenings √ Incremental backup - nightly Monday through Thursday √ Daily verification of backup data integrity √ Notification to client if nightly backup fails √ Restore of server data, including databases, configuration data and file systems √ Off-site storage of weekly full backups √ Priority level response when CIS Dispatch Center is notified of problem √ Provide billing for the SLA and services rendered √ Assist Client with needs analysis and assessment regarding existing configurations and assist in planning upgrades _ Other: _______________________________________________________________________________ XVIII. Client Responsibilities √ Provide hardware/software audit of the server(s) to be placed under this Agreement √ Provide Client contact person who is familiar with the area’s computing needs; this person will be responsible for attending support meetings and monitoring web pages used for disseminating information on service outages and updates; this person will also be responsible for communicating appropriate information to the Client users as needed. √ Purchase, maintain and/or replace server(s) at minimum CIS standards or higher for equipment and software
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Client ____________
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Promptly report problems to CIS Dispatch Center (2-4242) or CIS technical person and disclose any circumstances that may have contributed to the reported problem Contact CIS technical person to move, change, or reconfigure any primary components of server(s) (examples: system boards, drives, memory, operating system, standard software configurations, etc.) Maintain inventory records for server(s) hardware and software Provide funding information and authorization for billing Provide listing of current hardware and/or software contracts and services provided by non-CIS vendors Apprise CIS technical person of new purchases of hardware and/or software to allow for proper support level Provide notification to clients and users as needed Clean up of application/database files to reduce size routinely Provide training to Client staff to ensure high-level expertise in Client’s applications Test new versions of Client software Cover all Client application vendor support expenses Provide all Client application administrative functions Assume full liability for consequences arising from the use of hardware and/or software not provisioned for support under this SLA Provide backup server if production server cannot be recovered after disaster Evaluate and communicate to the TSCG Manager/Extended Services Manager the level and quality of service provided Other: ____________________________________________________________________________
XIX. Site Specific Needs _ Server Backup Services; schedule as noted in Section XVII, OR _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _ Recovery from major crash (stop work situation), during normal business hours, within: _ 4 hours _ 8 hours _ 1 business day _ If immediate fix is obvious, perform fix, then appropriate notification _ If immediate fix not possible, notification to CIS Dispatch before fix occurs _ If immediate fix not possible, notification to Client site representative before fix occurs _ Acknowledgement of functionality problem within: _ 1 business day _ 2 business days _ Resolution of problem timeframe mutually agreed upon by Client and CIS technical person _ Other: Further delineation of responsibilities CIS: _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ Client: _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________
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Client ____________
XX. Charges and Fees System Administrator Server Backup Service (full server restore only) Backup service for data over allocation (if applicable) Other: ____________________________________________ Total: $ $ $ $ $
Billing will occur at the beginning of each fiscal year. If the date of this contract is less than the entire fiscal year, it will be prorated.
This Service Level Agreement has been read and accepted by the authorized representatives of CIS and of the Client.
________________________________________ Signature (CIS) Date ________________________________________ Name ________________________________________ Title
___________________________________________ Signature (Client) Date ___________________________________________ Name ___________________________________________ Title
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