With the November 14, 2011 transition to Google Apps, this CruzMail SLA applies to the remaining accounts in Cruzmail, including email-only and functional accounts.

1 General Overview

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

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

This Agreement is valid from July 1, 2011. Review is every two years, or as otherwise needed.

---

2 Service Description

2.1 Service Scope

CruzMail is the campus email system. You can access CruzMail using a supported email client program or via web browser as listed on the service catalog (http://its.ucsc.edu/email). CruzMail supports both secure and non-secure email protocols. The campus email system is available 24 hours a day, seven days a week except during planned maintenance events. CruzMail features include:

• Vacation auto-response tool
• List management services
• Virus scanning of attachments, and
• Spam scanning, blocking and marking.

In addition, ITS provides a complete email infrastructure including:

• System operations, administration and network connections
• Web access and web-client for email
• Interfaces with supported desktop email clients
• System level backup processes and disaster recovery.

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

2.1.1 User Requirements

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

2.1.2 Supported Email Clients

Installation and configuration links are provided on the CruzMail service catalog page: http://its.ucsc.edu/email.

2.1.3 Boundaries of Service Features and Functions

• Maximum email storage for students is one gigabyte
• Staff and faculty have unlimited storage
• Maximum message size, including attachments, is 40 megabytes
• Maximum inbox for IMAP is 750 megabytes
• Maximum size for any email folder is 2 gigabytes
• Backups are kept for one week.

2.2 Service Level Performance

2.2.1 General Service Levels

• CruzMail accounts are deactivated in accord with ID Management policies.
• Recovery from loss of network or power is four hours once network and/or power are restored
• Recovery from other system outages can range from 4 to 12 hours depending upon the event

2.2.2 Specific Service Levels

• System availability will be at least 99.1% on an annual basis not including planned maintenance
• IMAP response will be four seconds or less 95% of the time
• Web Mail load time will be under 30 seconds for a 50 megabyte inbox; larger inboxes will take longer to load
• CruzMail will block incoming messages identified as spam based on widely used and recognized block lists. Additional spam filters are available for both Webmail and email clients. Instructions on implementing spam reduction filters are provided through links on the service catalog page.  The current level for spam blocking is 80% of all incoming messages.
• CruzMail will block messages with viruses and disallow attachments with viruses.  Viruses and Malware will be blocked by using standard virus filters and widely used virus or malware signature identification checks. The current level for virus/malware blocking is <5%of all incoming messages.

---

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
Jane Nyberg	IT Service Manager	jwnyberg@ucsc.edu
Divisional Liaisons: Scotty Brookie Peter McMillan Peter McMillan Andrea Hesse Eric Mitchell Stephen Hauskins Terry Figel Dave Klein Michael Edmonds Peter McMillan	Division: Arts Business Administrative Services Chancellor’s Office & U. Relations Humanities Library Physical and Biological Sciences School of Engineering Silicon Valley Center Social Sciences Student Services	scotty@ucsc.edu peterm@ucsc.edu peterm@ucsc.edu ahesse@ucsc.edu emitch@ucsc.edu stephen@acg.ucsc.edu terry@soe.ucsc.edu klein@ucsc.edu medmonds@ucsc.edu peterm@ucsc.edu

3.2 ITS Responsibilities

ITS will provide the infrastructure, technology, people, processes and monitoring tools necessary for the UCSC campus email system, CruzMail.

• Meet response times associated with the priority assigned to incidents and service requests.
• Generate 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 Manager.

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 CruzMail service page within the on-line Service Catalog.
  • Policy for the use of UCSC Computing Facilities
  • Password Guidelines
  • UCSC Electronic Communications Policy
  • Campus Email 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 & Complaint Resolution

For all requests, the ITS goal is to have a staff member assigned and acknowledge requests within 8 business hours of receipt. Campus priorities may require exceptions to this goal during certain times of the Academic year.

5.1 Hours of Coverage

CruzMail is provided 24 hours a day seven days a week.

5.1.1 Incident Response
See the ITS and Campus SLA.

5.1.2 Prioritization
See the ITS and Campus SLA.

5.1.3 Service Request
See the ITS and Campus SLA.

5.2 Escalation

See the ITS and Campus SLA.

5.3 Information

See the ITS and Campus SLA..

5.4 Other Requests

Requests for service features and functions not yet implemented can be submitted though IT request.

5.5 Service Exceptions to Coverage

CruzMail 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 CruzMail is the first Thursday of every Month from 11 PM to 3 AM. See the ITS and Campus SLA for details of our standard maintenance and service process.

---

7 Pricing

CruzMail is funded through the Information User Assessment.

---

8 Reviewing and Reporting

8.1 System Performance and Availability Reporting


Quarterly CruzMail service performance and availability reports will be published for review.  Email  trend information, benchmarks and standards will be reported as well in order to provide context for system metrics.

• CruzMail client email performance will be based upon IMAP and Web Client response times.
• Availability metrics will include system availability expressed as uptime percentage. This will be monitored by data center monitoring tools.
• CruzMail system information will include messages processed, virus and spam blocked, spam marked, and % of messages delivered compared to spam
• 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.
• If CruzMail outages occur, they will be reported through Change Management.

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: Jane Nyberg, IT Service Manager
Previous Review Date: July 1, 2011
Next Review Date: July 1, 2013

This Agreement will be posted to the following location and will be made accessible to all stakeholders:
Document Location: http://its.ucsc.edu/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.