NETS Service Level Agreement (SLA) - 10/16/12

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Notifier is used to document, communicate, and to explain to Users when there is a change orOutage to a Service. The Provider must define the appropriate User groups as “services” inNotifier and the User must subscribe to these “services” to receive notices. The followinginformation should be included in notices: group or person initiating the change, what, why,when, how long the Outage will be and/or the estimated time to repair. Depending on the type ofchange or Outage, the Provider sends notices to the appropriate Users. For example:* If minor change and no Outage will occur: nets-outage (NETS only mailing list + casg)* If a major change or Outage will only occur at UCAR sites: nets-outage, ncab, and nnag* If a major change or Outage will occur at FRGP and UCAR sites: nets-outage, ncab, nnag,FRGP/UPOP (includes BPoP and BiSON)The Infrastructure Change Control form is used when making a physical change to any system ornetwork. The form provides detailed information to the Provider to allow tracking of physicalchanges to the UCARnet. The important part of this form is the connectivity section near thebottom, which details new connections or disconnections. Use this form when you add/removedevices, add/remove jumpers, do anything that would change a device's hardware (e.g. Ethernet,physical, MAC) address, or move a device to a new location.Outage StatusOnce notified that a problem to a Service exists, the Provider engineer will use Notifier to:1. Inform all relevant Users that a Provider engineer is aware of the problem, a summary ofthe problem, when the problem started, and that work has started on the problem.2. Send updates when significant changes in the status of the Outage occur including thetime of the change.3. Explain the resolution to the problem once the problem has been solved.Some Service problems may prevent use of Notifier or delivery of email messages to Users. Insuch cases, Users can call the NOC at 307-996-4300 to receive status information. The Providerengineer will keep the NOC informed of the status of outstanding problems.Notifier archives all of the notices relating to reported problems, status updates, and problemresolution.Advance notice for UsersLess than 24 hour notice• emergency repairs for Outages• minor non-Service impacting changes, e.g. VLAN addition, etc.One week notice (7 calendar days from notice)
• major Service upgrades• anything that shuts down critical Services• major or critical Service installations• anything with more than one dependencyMaintenance WindowsWhenever possible, changes to Services will be made within the following specific off-hour timewindows. Non-service-affecting modifications and testing may be performed at any timethroughout the business day, at the discretion of Provider engineers. TGIF - Don't make anychanges on Fridays!ServiceLANMANWANFRGP/UPOPTelephone ServiceAll Modifications - Service Disruption6:00-7:00am, M-Th, or weekends6:00-7:00am, M-Th, or weekends6:00-7:00am, M-Th, or weekendsSee the FRGP Service Level Agreement7:00pm-7:00am, M-Th, or weekends5. Service Request/ReportingBusiness Hours: 08:00 - 17:00Request System: Work RequestNetwork Operations Center (Urgent): 307-996-4300 or NOC@ucar.eduTwo methods are available to submit network and telecommunication service requests:1. Work Request - The NETS work request system can be used to submit work requests. Ifa request is marked as URGENT an engineer or technician will be paged during workhours.2. Urgent/Outage, x4300, 307-996-4300 – The Network Operations Center (NOC) isavailable 7/24/365. The NOC should be contacted to report Urgent off hour issues, anoutage or to receive outage status, or if an outage prevents submitting a work request.The phone will be answered promptly, usually by a NOC operator. During late-nightshifts, there is only one NOC operator. The operator takes short breaks, during which thephone will be answered by a secondary staff person. Should this happen, the primaryNOC operator will be contacted immediately and will call the reporting number backwithin 10 minutes.Provider Response Level Business Hours Outside Business Hours
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NETS Service Level Agreement (SLA) - 10/16/12

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