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CITES Service Level Definition/Agreement for a virtual Server
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.
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
IS Services
Computing Services
Unit Authorized Users
Table A.1 Organization Representation
1.2 Review Dates
Last Review: 9/17/07
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
General:
DS (Departmental Services) offers departments and units at the University of Illinois
the option to administer application servers. Application servers are located in the
CITES data center. This location provides redundant power, network access, and
HVAC. The servers are monitored 24 hours/day. Problem response times are listed
below. DS will administer system level OS patches and hotfixes. DS will also
monitor security and application logs. Depending on the application the server is
running, DS will help to make sure this application is properly installed, configured,
and optimized. DS will also monitor the health of this application. DS can help order
the servers with the specifications that we feel are needed for the application service.
DS can then do all the hardware/software installation and configuration.
Specific:
The hosting virtual server will be configured to create a virtual server running
Windows 2003 to support a departmental server. This server is a multiprocessor
2.8GHz system running Microsoft Windows 2003. The server is fault tolerant with
RAID (0+1) and redundant power supplies. 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. Hosted applications cannot over utilize server
resources so as to detrimentally affect other hosted virtual servers. DS reserves the
right to temporarily suspend applications not fulfilling this service level. Application
utilization will be monitored by Microsoft Operations Manager. The departmental
virtual server will be configured to utilize 1GB of RAM and guaranteed 1/16th of the
dual quad core processors with up to a total of 10% of the processors if that is
available. A backend storage array will be configured for 500GB of space at a cost of
$151/yr. This will be used for server storage as well as backups.
Cost for administration of a departmental virtual server is $350/month for a base
Windows 2003 installation. Additional services such as web serving (IIS) and
database (MS SQL) can be added at additional monthly costs. The client will be
billed on a monthly basis to a University account. The client has the option to
discontinue support at any time. At the beginning of each fiscal year the hosting
fees are analyzed and recalculated based on costs. DS will set up and configure the
server in the CITES data center. DS will install any security patches and configure
the OS so that it conforms to security best practices. Examples of this would be
making sure all Windows patches (OS) are installed and kept up to date, restricting
anonymous access, and many others. DS will then place it on the network behind
the campus firewall. DS will monitor backups and make sure they are performed.
After initial setup and configuration is complete, DS can also provide additional
consulting help over issues not previously listed at a fee of $75/hr. Examples of this
could be assistance with upgrading previously installed application software,
installing new application software or scripts, reloading of data and software from
backup, installation of new hardware, and other service enhancements. Backup
reinstalls due to hardware failure are provided at no cost to the client, but reinstalls
due to client data destruction are billed to the client. All program installation beyond
the server OS will be charged at a $75/hr rate. Examples of this would be
installation of third party software as well as configuration of other applications.
A storage array will be used for server file storage and online backups. Backups will
be provided in the form of a single daily backup.
All monitoring of the service is done via MOM using MOM management packs.
Summary of service costs:
Description Cost Additional Info
Virtual Machine 1 GB RAM, 1/16th $145/yr Yearly fiscal price,
of dual quad core not pro-rated.
processor (up to
10% total
processor)
Hard Drive Space 500 GB of hard $151/yr Yearly fiscal price,
drive space, used not pro-rated.
for server and
backups
Server Configuration, 350/month Can start and stop
Administration monitoring, any month.
backups, security
update, etc.
Note: Client can purchase additional increments of both virtual machine processor
slices and hard drive space.
Other Items not listed:
DS can not assure 24x7 uptime. DS does provide 24x7 monitoring with response
times listed later in this document. While the availability times that are documented
later, may look very low, DS strives to keep all services available 24x7 and often
does. It should also be noted that the client would field all end user support
questions. Client may have to pay CITES operations the following additional fees:
o One time installation charge of $1,000. This fee includes
network and power connections, with coordination of OpCenter
staff and/or OpCenter Managers, and cabinet(rack) space.
o Monthly fee of $85 ($1020/yr). Fee includes basic utilities,
temperature controlled environment, electronic limited access
controlled entry, video surveillance of data center, 24x7
monitoring, and connection to console switch / server if
needed. Fee also covers network connection up to an avg of
500MB/day, additional bandwidth may be available for an
additional fee.
2.2 User Environment
The business function is conducted in the following data processing environment as
shown in Table A.2.
Eligible Users UIUC faculty, staff, and students
Where Service is Delivered Users can authenticate and access the
application 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 Client determines this.
Required to Use the Service
Table A.2 Service User Community Characteristics
2.3 User Support Services
Phone Assistance N/A
Walk-in Assistance N/A
E-mail Assistance Information:hosting@ad.uiuc.edu
Specific Questions:hosting@ad.uiuc.edu
Documentation/FAQ
Notification to Users of Service http://status.cites.uiuc.edu/
Changes
Service Status Information http://status.cites.uiuc.edu/
Reporting Problems with the Service 217-244-1000
net-trouble@uiuc.edu
Table A.2.1 Support Services for the User Community
Phone and walk-in assistance are defined as procedures by which end users can
receive help with using a service. End users requests are the responsibility of CITES
Software Services. DS does provide email assistance at the address provided above,
but this is to be used by CEAT to request service changes or ask about service
parameters.
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
service.
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
enhancements.
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
The times listed above reflect the scheduled times with CITES reserves to do
maintenance such as network changes/improvements. In actuality, this time is
rarely used and client machines are normally accessible during this period.
Historically, this time is used for upgrades less than a dozen times a year.
3.3 Nonemergency Enhancements
All changes that take more than four hours to implement or that impact user
workflow, are reviewed by the DS Central Services 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
hosting@ad.uiuc.edu. Changes will only be accepted from the list of authorized
users.
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 additional administrative access, requires notifying hosting@ad.uiuc.edu.
Requests are usually satisfied within 2 business days.
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 Within 3 seconds.
application to complete a
user request and
return a response
Problem Response The time required for a 1-High Priority[md]
user to receive a response Within 1 hour
after reporting a problem 2-Normal Priority[md]
to the Help Desk Within 1 business day
3-Low Priority[md]
Within 2 business days
Problem Circumvention or The time required for a 1-High Priority[md]
Resolution Time user to receive a Within 2 hours
circumvention or a solution 2-Normal Priority[md]
after reporting a problem Within 1 week
to the Help Desk 3-Low Priority[md]
Within 2 weeks
Table A.5 Service Quality Measurement
The Hosting Service Team prioritizes requests for support according to the following
priority-level guidelines:
1-High Priority
The server is not operational for multiple users during scheduled availability.
A major function of the server 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 server is not operational for one or more users (who
can continue to use other application functions).
An authorized user has questions about the server functionality or needs
assistance in using the service.
An authorized user needs administrative assistance.
3-Low Priority
The server 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
server 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
Service
Power The Application CITES, IP, and O&M
servers are located in http://status.cites.uiuc.edu/
the CITES data http://opcenter.cites.uiuc.edu/
center and are http://www.oandm.uiuc.edu/ (217/333-
dependant on power 2082)
to this location.
Campus Network The application 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 application 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.
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
5.0 Service Agreement
We agree to the terms as defined in this service level agreement.
Unit: CITES Personnel:
______________________________ ______________________________
Andre Krabbe Richard Williams
______________________________ ______________________________
Terri Klinker Alexander Breen
______________________________
Brent West
______________________________
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