DoIT Services
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Data Center Service Level Agreement 2015/2017

Quicklinks

  1. General Overview
  2. Service Description
  3. Roles and Responsibilities
  4. Requesting Service
  5. Hours of Coverage, Response Times and Escalation
  6. Maintenance and Service Changes
  7. Pricing
  8. Review and Reporting
  9. Approvals


1 General Overview

This is a Service Based Agreement (“SBA”) between the campus community and the Department of Information Technology (DoIT) to document:

  • The suite of services provided by the Data Center
  • The general levels of response, availability, and maintenance associated with these services
  • The responsibilities of DoIT as a provider of these services
  • The responsibilities of the clients receiving these services
  • Deviations from the standard processes documented in the DoIT and Campus SLA

This Agreement is valid from Sept 2015. Review is every two years, or as otherwise needed.

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2 Service Description

The description of the suite of services provided by the Data Center is on the DoIT services web page at: http://DoIT.creighton.edu

2.1 Service Scope

The DoIT Data Center provides server hosting in support of Creighton related business, education, and research. In addition to the day-to-day operations of the facility, the DoIT Data Center Operations (DCO) team provides infrastructure, people and processes to support the following suite of services. Please refer to the Data Center Services link above for additional information about these services:

Active Directory (Campus AD)

  • File storage and sharing
  • Authentication
  • Data Center Physical Security
  • Environmental stability
  • Bubble Sheet processing

Data Backup and Recovery

Hosting

  • Physical Server Hosting
  • Virtual Server Hosting (preferred over physical)
  • Private Cloud Computing in the CU Data Center using ???
  • Coordination of cloud hosting.  Example:  Oracle HRIS
  • 24x7 Data Center Operations

Shibboleth authentication

Managed Services (including server administration)

  • UNIX Systems
  • VMware
  • Windows Systems

Storage

  • NFS storage for servers managed by the DoIT Systems Administration team
  • Storage for students, faculty, and staff, accessible through the UNIX timeshare or “DFS”.

In addition, DoIT provides infrastructure, people, and processes to support:

  • Service management to facilitate Data Center Services and planned service expansion/improvement
  • 24x7 support services

2.2 Service Level Performance

For support requests submitted through the DoIT EasyVista system, first-response times and resolution times are tracked and reported as part of the DoIT and Campus SLA. The report is posted quarterly in the DoIT Service Catalog, under Service & System Metrics.

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3 Roles and Responsibilities

3.1 Parties

The following Service Owner(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

Stakeholder

Title / Role

Contact Information

Micki Merrium

Data Center Supervisor

mickimerrium@creighton.edu

Luke Herdzina

IT Director, Systems Administration

lukeherdzina@creighton.edu

Chris Vaverek

Sr. Director – Network and systems operations

chrisvaverek@creighton.edu

Bryan McLaughlin

Security Officer

bryanmclaughlin@creighton.edu

 

 

 

3.2 DoIT Responsibilities

DoIT will provide the infrastructure, technology, people, processes and monitoring tools necessary for Data Center services and:

  • Clearly document services provided in the DoIT Service Catalog.
  • Meet response times associated with the priority assigned to incidents and service requests.
  • Generate quarterly reports on service level performance.
  • Provide appropriate notification to the campus community for all scheduled maintenance via the Maintenance Calendar, Service Catalog web page and/or a communication to campus via the DoIT Communication Manager.

 

Adhere to Creighton and DoIT policy; this includes:

3.3 Customer Responsibilities

Client responsibilities and/or requirements in support of this Agreement include:

  • Utilizing the Service Desk for incidents
  • Contacting the IT Service Manager (via the service desk) for additions or changes in established service levels

Adhering to Creighton and DoIT policy; this includes:

Additional Roles and Responsibilities for DoIT and the Customer are posted on the Data Center Service Pages for the following:

  • Managed Services
  • Physical Server Hosting
  • Virtual Server Hosting
  • Data Backup and Recovery
  • Private Cloud Computing in the Creighton Data Center?

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4 Requesting Service

See the DoIT and Campus SLA for standard methods of contacting DoIT for service.

Physical and virtual hosting requests can be made through the webforms here:

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5 Hours of Coverage, Response Times & Escalation

For all requests, the DoIT goal is to have a staff member assigned and acknowledge requests within 4 business hours of receipt. Campus priorities may require exceptions to this goal during certain times of the Academic year.

5.1 Hours of Coverage

The Data Center Services are provided 24 hours a day seven days a week except for periods of planned maintenance.  Staff is on site Mon-Friday 8am-5pm, except holidays and other days the campus is closed.

5.2 Incidents

5.2.1 Incident Response

See the DoIT and Campus SLA.

5.2.2 Prioritization

See the DoIT and Campus SLA.

5.2.3 Service Request

See the DoIT and Campus SLA.

5.3 Escalation

See the DoIT and Campus SLA.

5.4 Information

See the DoIT and Campus SLA.

5.5 Other Requests

Requests for service features and functions not yet implemented can be submitted to the DoIT Service Desk though the online ticket system at doit.creighton.edu.

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6 Maintenance and Service Changes

Some Data Center Services have pre-scheduled maintenance windows (which are superseded by campus-wide change-restricted days, as noted on the DoIT Maintenance Calendar). Most maintenance will not impact service; in the event that maintenance is expected to result in a service outage, DoIT will provide at least two weeks’ notice. These pre-scheduled maintenance windows are:

  • For all associated Data Center Services, DoIT reserves a pre-scheduled maintenance window every Friday from 10PM-2AM for non-disruptive maintenance.

See the DoIT and Campus SLA for details of our standard maintenance and service process.

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7 Pricing

DoIT covers the costs relating to these services in order to encourage members of the CU community to use the central computing facilities and to take advantage of the secure and power-protected environment. These include the following services:

  • Virtual (preferred) and Physical Server Hosting
  • 24x7 Data Center Operations
  • Campus Active Directory (AD) - file storage and sharing, authentication, printing
  • Shibboleth Authentication
  • Storage - for students, faculty, and staff

Cloud Computing services are arranged on behalf of the customer; costs are passed through without mark-up.

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8 Reviewing and Reporting

8.1 System Performance and Availability Reporting

Support response time will be tracked and reported separately as part of the DoIT and Campus SLA.

8.2 SLA Reviews

The Designated Review Owner ("Document Owner") is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements/approvals as required.

Designated Review Owner: Chris Vaverek

Previous Review Date: Sept 2015

Next Review Date: August 2017

This Agreement will be posted to the following location and will be made accessible to all stakeholders:

Document Location: http://DoIT.creighton.edu

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9 Approvals

The Divisional Liaisons and DoIT Senior Managers approve this document. This document is then published on the DoIT Service Catalog web site along with other service based agreements. Service level information is integrated into the service page in the DoIT Service Catalog.

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