CruzTime Service Level Agreement 2009/10

Home Service Catalog Sla CruzTime 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 CruzTime Service 
• The general levels of response, availability, and  maintenance associated with CruzTime 
• The responsibilities of ITS as a provider of the CruzTime Service
• The responsibilities of the clients receiving this service
• Deviations from the standard processes documented in the ITS and Campus SLA.

This SLA shall remain valid until revised or terminated

2 Service Description

2.1 Service Scope
CruzTime is the campus online calendar service for faculty and staff that facilitates group scheduling and shared calendar access. CruzTime is available using a desktop client program or through the web client from any location. CruzTime is not used for classroom scheduling. The campus calendar system is available 24 hours a day, seven days a week except during planned maintenance events. http://its.ucsc.edu/service_catalog/cruztime/.

CruzTime features include:  

• Resource reservation
• Room reservation (as resource)
• Group Calendar viewing and scheduling
• Personal and group notes
• Email notifications
• Regular, Guest and Functional Accounts
• Ability to designate someone to manage your calendar
• Synchronized with Palm OS Personal Digital Assistants (PDAs) using the Oracle Sync for Palm software.
• Wireless synchronization for hand held mobile devices is available through a self-service website:  http://its.ucsc.edu/service_catalog/cruztime/sync.php

In addition, ITS provides a complete calendar system infrastructure including:

• System operations, administration and network connections
• Disaster recovery
• Web access     
• System level backup processes.

ITS does not provide backup and restore of individual accounts as part of the CruzTime service.

2.1.1 User Requirements

• One account per user unless otherwise approved
• Use requires a UCSC user-name and password for access
• Users will review the electronic communications policy

2.1.2 Supported CruzTime Access Methods: client and web access
Installation and configuration links are provided on the CruzTime service catalog page: http://its.ucsc.edu/service_catalog/cruztime/.

2.1.3 Boundaries of Service Features and Functions

• Backups are kept for one week.
• CruzTime is not available to students except when they have a staff or faculty sponsor
• CruzTime provides limited support for PDA access (currently only Palm Treo)
• CruzTime will maintain a minimum of four years of on-line calendar history
• CruzTime will exactly reflect all dates and terminology regarding key dates and holidays as listed on the Academic and Administrative Calendar.

2.2 Service Level Performance

2.2.1 General Service Levels

• At the system level, deactivated accounts are retained for up to 90 days unless otherwise approved. This will be coordinated and consistent with Cruz ID and the weekly update from the Identity Management Team.
• Recovery from loss of network or power is four hours once network and/or power are restore.
• Recovery from other system outages can range from 4 to 12 hours depending upon the event.

2.2.2 Specific Service Levels

• CruzTime will be available  99%  of the time on an annual basis except for planned maintenance periods..
• CruzTime web-access average response time will less than 4 seconds 99% of the time as measured by ITS web connection and activity benchmark model.
• Support response time will be within eight business hours.

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:

3.2 ITS Responsibilities
ITS will provide the infrastructure, technology, people, processes and monitoring tools necessary for the UCSC campus calendar system, CruzTime.

• 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.
• 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.

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

• Reading and adhering to the following University Policies and Guidelines which are linked from CruzTime service page within the on-line Service Catalog.
  • Policy for the use of UCSC Computing Facilities
  • Password Guidelines
  • UCSC Electronic Communications Policy
  • Utilizing the Support Center for all email related incidents (see section 4)
• Contacting the IT Service Manager for additions or changes in established service levels

4 Requesting Service

See the ITS and Campus SLA for details on requesting service. All methods apply except for Work Orders.

5 Hours of Coverage, Response Times and Escalation

5.1 Hours of Coverage
CruzTime is provided 24 hours a day seven days a week except for periods of planned maintenance.

5.2 Incidents

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
See the ITS and Campus SLA.

5.3 Escalation
See the ITS and Campus SLA.

5.4 Information
See the ITS and Campus SLA.

5.5 Other Requests
Requests for service features and functions not yet implemented can be submitted through IT request.

5.6 Service Exceptions to Coverage
CruzTime is a continuously provided service. There are no service exceptions outside of planned maintenance and support windows.

6 Maintenance and Service Changes

• The Maintenance Window for CruzTime is once a week from 1a.m. to 6a.m. each Sunday morning.
• No changes will be scheduled during final test periods.
• See the ITS and Campus SLA for details of our standard maintenance and service process.

7 Pricing

CruzTime is a core-funded ITS service and provided free of specific charges to the campus community.

8 Reviewing and Reporting

8.1 System Performance and Availability Reporting
Quarterly CruzTime service performance and availability reports will be published for review.  Usage trend information, benchmarks and standards will be reported as well in order to provide context for system metrics.

• CruzTime client performance will be based on a benchmark model of web-access response time. 
• CruzTime availability metrics will include system availability expressed as uptime percentage.
• CruzTime system information will include the average number of users logged into CruzTime and the number of valid accounts.
• Support 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 also be provided in the quarterly CruzTime service performance report as well.

8.2 SLA Reviews

This Agreement is valid from July 31, 2009 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/sla/

9 Approvals

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.