CruzNet Service Level Agreement 2009/10

Home Service Catalog Sla CruzNet Service Level Agreement 2009/10

1 General Overview

2 Service Description

3 Roles and Responsibilities

4 Requesting Service

5 Hours of Coverage, Response Times & Complaint Resolution

6 Maintenance and Service Changes

7 Pricing

8 Reviewing and Reporting

9 Approvals

1 General Overview

This is a Service Level Agreement (SLA) between the campus community and the Information Technology Services Division (ITS) to document:

• The CruzNet Wireless Service
• The general levels of response, availability, and maintenance associated with wireless service
• The responsibilities of ITS as a provider of the wireless service
• The responsibilities of the clients receiving wireless services
• Processes for requesting wireless services
• Deviations from the standard processes documented in the ITS and Campus SLA

This SLA covers the period from July 1, 2009 to June 30, 2010 and will be reviewed and revised at the end of this period

2 Service Description

2.1 Service Scope
CruzNet and CruzNet Secure is the wireless service on the UC Santa Cruz campus. CruzNet allows UCSC students, faculty, staff and guests to connect to the Internet. CruzNet Secure allows UCSC faculty, staff and graduate students encrypted access to the Internet  

2.1.1 User Requirements

• Must have a wireless capable computer that supports IEEE 802.11b/g.
• UCSC Id and password are required for access to the CruzNet wireless network.
• Users must be faculty, staff or a graduate student to use the CruzNet Secure wireless service.

2.1.2 Operating Parameters

• CruzNet is not encrypted. Access to some applications is not available. Some system owners have blocked wireless access to their systems.
• CruzNet Secure is encrypted and there is more access to applications and/or systems than with CruzNet.
• PDA’s and other wireless devices are not supported under this service agreement.
• Wireless availability is targeted for interior locations where students, staff and faculty gather on campus.
• Approximately 20% of the campus interior has wireless service.
• Approximate number of installed access points is ~300. Current wireless hardware can support up to 600 wireless access points.
• Campus topology (hills, trees, buildings) will impact coverage in some locations.
• Guest sessions are only available on the CruzNet wireless service and are limited to no more than 3 hours in a given period.
• Guests access does not allow the use of chat/messaging features.

2.2 Service Level Performance

2.2.1 System Level

• Support response time will be tracked and reported as part of the ITS and Campus SLA. The report is posted quarterly on the ITS Service Catalog home page in the link called “Service & System Metrics."

2.3 Assumptions

• The CruzNet and CruzNet Secure services provided by ITS are clearly documented in the ITS service catalog
• Major upgrades will be treated as projects outside the scope of this Agreement
• Funding for major updates will be negotiated
• Changes to services will be communicated and documented to all stakeholders via the service catalog, maintenance calendar and ITS notification process
• CruzNet and CruzNet Secure will be provided in adherence to any related policies, processes and procedures

3 Roles and Responsibilities

3.1 Parties
The following ITS representatives will represent the service providers and represent the primary stakeholders associated with this SLA:

 

3.2 ITS Responsibilities
ITS responsibilities and/or requirements in support of this Agreement include:

• Meet response times associated with the priority assigned to incidents and service requests.
• Generating quarterly reports on service level performance as described in section 8.1
• Appropriate notification to Customer for all scheduled maintenance via the Maintenance Calendar, Service Catalog web page and/or a communication to campus via the ITS Communication Specialist.
• ITS will implement defined processes to deliver these service levels

3.3 Customer Responsibilities
Customer responsibilities and/or requirements in support of this Agreement include:

• Adherence to policies, processes and procedures that address the transmission of restricted and sensitive data over the wireless network. Reference: http://its.ucsc.edu/service_catalog/security_awareness/
• Payment for equipment or cable plant work (wiring and/or power)  prior to service provision
• Review all service related reports distributed by the Service Provider and respond if required.
• Reasonable availability of customer representative(s) when resolving a service request.
• Contacting the IT Services Manager for additions or changes in established service levels.

4 Requesting Service

For the CruzNet and CruzNet Secure services, any one of the 6 methods to request service listed in the ITS and Campus SLA.

5 Hours of Coverage, Response Times and Escalation

5.1 Hours of Coverage
CruzNet and CruzNet Secure are available 24 hours a day seven days a week.

5.2 Response Times

5.2.1 Incident Response
See the ITS and Campus SLA.

5.2.2 Prioritization
See the ITS and Campus SLA.

5.2.3 Service Request Response
Requests may require changes and approval to open specific ports, for example, to access ‘chat’ features or applications. This type of feature request will take between 10 and 30 days to approve and complete.

New wireless access point requests are handled through the Network Operations desk via the work order process.  Requests can also be submitted through the ITS Support Center and will be forwarded to Network Operations. Once information is verified and complete, the request will be completed between 2-6 weeks. If cabling is required, expect up to 6 weeks for the request to be fulfilled. Two weeks is the minimum service fulfillment time based on vendor supply and shipping. Once the work is estimated for the service request, a completion time will be scheduled with you.

5.3 Escalation
Unfilled or late service requests can be elevated to the Divisional Liaison (DL) or the Director of ITS Client Relationship Management (CRM). They will help to process your request or feedback regarding your service request.

6 Maintenance and Service Changes

The CruzNet and CruzNet Secure services abide by the standard maintenance and service change process. See the ITS and Campus SLA for additional detail. Maintenance windows are every on Saturday and Sunday from 0600-0800.

7 Pricing

7.1 Rates Process
The CruzNet and CruzNet Secure services are funded by the Information User Assessment.

7.2 New Wireless Coverage
Equipment, wiring and installation costs will be charged to the requesting department. There are no on-going charges for service.

8 Reviewing and Reporting

8.1 System Performance and Availability Reporting
Quarterly CruzNet service performance reports will be published for review.

• IT Request response time will be tracked and reported separately as part of the ITS and Campus SLA. The report will be posted on the ITS home page. A summary will be provided in the quarterly CruzNet service performance report as well.
• Monitor and report % of wireless campus coverage. Will be reported and updated quarterly on the CruzNet Service Catalog webpage.
• Monitor and report number of ITS wireless access points installed vs total capacity available. Will be updated and reported quarterly on the CruzNet Service Catalog webpage

8.2 SLA Reviews

This Agreement is valid from July 1, 2009 – June 30, 2010 and will be reviewed annually or as otherwise needed.

IT Services is responsible for facilitating annual 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. IT Services will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

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

Document Location: http://its.ucsc.edu/service_catalog/cruznet/

9 Approvals and Signatures

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