Sample App Hosting SLA (PDF) - CITES

CITES Service Level Definition/Agreement for Generic 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 Campus Unit
Campus Unit Director
IS Services CITES DS Richard Williams
Computing Services CITES DS Technical Alex Breen
Services
Unit Authorized Users Campus Unit Unit Reps
Table A.1 Organization Representation
1.2 Review Dates
Last Review: 8/24/06
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 (both IP and Abott),
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. Backups are not included. This is an additional cost.
A unit can use the CITES TSM backup service (http://wwwwsg.cso.uiuc.edu/contract/backup-adsm.html).
Cost for the CITES TSM backup
service is charged at a rate of 5$/month/GB for the first 10GB of data. The next 11
to 50GB of data is charged at $3/month/GB. There is a minimum fee of $15/month.
DS does provide a different backup service which may better serve the client. See
the DS Backup Service SLA for detail on this service.
Specific:
Cost for administration of Generic web server is $300-$500/month. The client will be
billed on a monthly basis to a University account. The client has the option to
discontinue support any month. At the beginning of each fiscal year the monthly
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 keeping the virus protection up to date, making sure all Windows patches
(both IIS and OS) are installed and kept up to date, restricting anonymous access,
and many others. A more complete list can be found at
http://www.microsoft.com/resources/documentation/iis/6/all/proddocs/enus/sec_checklist.mspx.
DS will then place it on the network behind the campus
firewall. DS will monitor backups and make sure they are performed. DS will
specifically support *this is were all the services are added, for example* (IIS on the
web server, .NET, the FTP server, MSDE, and ASP support). Support for these mean

that the service is enabled and working as a function and supported at the OS or
server level (Programming help is not supported). If the client pays for the CITES
TSM backup service, DS will insure backups of the machine, but restores will be
billed at an additional rate of $75/hr. DS will follow industry standards in using the
CITES TSM backup service. The backups will consist of nightly backups so in the
case of a disaster recovery incident, the data should be no older than 24 hours.
Administrator rights can be given to the unit. However, if this is done, then any
changes, done by the unit’s personnel or those given rights to the machine by the
unit’s personnel, to the server that result in server problems will not be the fault of
DS and the time needed to repair the server will be charged at a $75/hr rate. In
addition rights to install software can be given to outside vendors/client at the
request of the unit. Required server changes due to outside vendor actions will be
billed to the unit at $75/hr. 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. DS will help the client migrate the web services to the new web
server at a rate of $75/hr. All program installation beyond the server OS, and the
services previously listed, will be charged at this $75/hr rate. Examples of this
would be installation of third party software as well as configuration of other
applications.
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 will have to pay CITES operations the following additional fee:
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
Where Service is Delivered
Anyone
Users can authenticate and access the
application anywhere on the Internet.

Computer Platforms Required to Use
the Service
User Background or Training
Required to Use the Service
All users must have IP connectivity to the
client machine.
Client determines this.
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. In the typical web server case, DS will not field
end user questions, like “how do I fill out a form on the web site”, or “How do I
navigate to a particular page”. These types of end user questions are the
responsibility of the unit. DS does provide email assistance at the address provided
above, but this is to be used by the unit to use 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 Ken Ludington, Kevin Bird, Brad
Horn, Hector Mandel, Christian Hickersberger, 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.

Problem Response
Problem Circumvention or
Resolution Time
application to complete a
user request and
return a response
The time required for a
user to receive a response
after reporting a problem
to the Help Desk
The time required for a
user to receive a
circumvention or a solution
after reporting a problem
to the Help Desk
1-High Priority[md]
Within 1 hour
2-Normal Priority[md]
Within 1 business day
3-Low Priority[md]
Within 2 business days
1-High Priority[md]
Within 2 hours
2-Normal Priority[md]
Within 1 week
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 web 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
Power
Campus Network
Access
Environmental
Controls
Building Local Area
Network (LAN)
Environment
Operations Center
Dependency on
Service
The Application
servers are located in
the CITES data
center and are
dependant on power
to this location.
The application
servers are located in
the CITES data
center and are
dependant on
network access to
this location.
The application
servers are located in
the CITES data
center and are
dependant on a
stable environment
at this location.
On-campus users
connect to service via
the building Local
Area Network (LAN)
environment and
through connections
to the UIUCnet
backbone network.
Problems with the
service will often be
reported to the
Operations Center.
Resolution of these
issues is dependant
on the Operations
Center notifying the
proper people.
Service Provider
CITES, IP, and O&M
http://status.cites.uiuc.edu/
http://opcenter.cites.uiuc.edu/
http://www.oandm.uiuc.edu/ (217/333-
2082)
CITES
http://status.cites.uiuc.edu/
http://opcenter.cites.uiuc.edu/
CITES
http://status.cites.uiuc.edu/
http://opcenter.cites.uiuc.edu/
Each building LAN is currently
maintained by local network
administrators.
CITES provide connectivity services
between buildings and UIUCnet
backbone services.
http://status.cites.uiuc.edu
http://opcenter.cites.uiuc.edu/
http://opcenter.cites.uiuc.edu/
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:
______________________________
______________________________
Richard Williams
______________________________
______________________________
Alexander Breen
______________________________
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