Service Level Agreement - System Administration

1.0 Statement of Intent

This document is intended to provide system administration service levels for Workstation Services Group (part of the Systems Management Group) customers.

Information regarding the nature of our system administration contracts is located on our website, http://www.cites.illinois.edu/wsg/, and should be considered mandatory reading.

1.1 Approvals

Ownership Type	Organizational Group	Representative
Workstation Services	Individual/group contracting service	Primary Contacts and/or Designees
System Administration Service	Systems Management Group	Manager
Systems Infrastructure Services	Systems and Technology Services Division	Division Director

Table A.1 Organization Representation

1.2 Review Dates

Last Review: <some date>

Next Review: <some date>

1.3 Conventions

This SLA uses the following conventions to refer to times:

• Times expressed in the format “hours:minutes” reflect a 24-hour clock in the central time zone

• Times expressed as a number of “business hours” include the hours from 9:00 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).

“Service” refers to the system administration service offered by the Workstation Services/Systems Management Group.

“Primary Contact” generally refers to the individual(s) paying for the service.

“Primary Contact's Designee” generally refers to the individual(s) who have been given authority to make decisions on behalf of the Primary Contact(s).

“End-user” generally refers to a user of the system administration service.

2.0 About the Service

This section provides a description of the service and the user community.

2.1 Description

The Workstation Services/Systems Management Group provides the following services:

• Performs system administration for UNIX and UNIX-like operating systems in support of the research and/or instructional activities of campus system owners.

• Configures and maintains a secure, and reliable environment under which end-users can install, manage, and use their applications.

2.2 User Environment

Number of Users (End-users)	Varies
Geographic Location	Various
Computer Platform	Solaris, AIX, Linux, HP-UX, OS X
User Background Required to Use the Service	User-level competence with UNIX/UNIX-like operating systems

Table A.2 Service User Community Characteristics

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

Times the service is available for customer use, adjusted when necessary for scheduled outages and non-emergency enhancements.

8x5 supported systems

Times	Sunday	Monday	Tuesday	Wednesday	Thursday	Friday	Saturday
Start	9:00*	9:00	9:00	9:00	9:00	9:00	9:00*
Stop	17:00*	17:00	17:00	17:00	17:00	17:00	17:00*

*Only if weekend support has been indicated for the system.

Table A.3.i Service Availability for 8x5 supported systems

24x7 supported systems

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.ii Service Availability for 24x7 supported systems

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). Scheduled maintenance is negotiated on a case-by-case basis on a per-system and/or per-customer basis.

3.3 Non-emergency Enhancements

All changes that take more than one business day to implement or that impact user workflow may be reviewed by the appropriate Primary Contact or Designee for approval and prioritization.

Enhancement 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 during support hours, yet are chosen to minimize user impact. Users are notified in advance when a non-emergency service outage is required to implement an enhancement or change.

To request an enhancement, submit a request via the appropriate primary system manager, group technical lead, or group manager.

3.4 Change Process

Changes to any hardware or software affecting the system should be requested via the appropriate primary system manager.

3.5 Requests for New Users

New users are added to new or existing hosted services. To add a new user, a Primary Contact or Designee for the system should submit a request via the appropriate primary system manager, specifying the user's full name, netid, and desired access requirements.

3.6 Requests for New Systems

Requests for the installation of systems should be submitted via the appropriate primary system manager or group technical lead.

3.7 About Service Measures

Table A.5 shows service measures and performance targets.

Measurement	Definition	Performance Target
Problem Response	1-Urgent Priority Response Time The time taken for a response after an urgent priority problem is identified or reported by the appropriate, pre-established means of communication. 2-Medium Priority Response Time The time taken for a response after a medium priority problem is identified or reported by the appropriate, pre-established means of communication. 3-Normal Priority Response Time The time taken for a user to receive a response after reporting a problem to the manager@<hostname> email address or pre-established equivalent.	1-Urgent Priority 95% of responses within 1 business hour 2-Medium Priority 95% of responses within 1 business day 3-Normal Priority 95% of responses within 1 business day

Table A.5 Service Quality Measurement

The Workstation Services/Systems Management Group prioritizes requests for support according to the following priority-level guidelines. Examples are listed for each priority-level, but are not inclusive of all possible situations.

1- Urgent -

Example: System supporting a hosted service is not operational and has visible end-user effects.

2- Medium -

Example: Component of a system supporting a hosted service is not operational (degraded state), but there are minimal to no visible end-user effects.

3- Normal priority -

Example: Non-critical requests for assistance.