Wired Network Service Level Agreement 2013/15

1 General Overview

This is a Service Level Agreement (SLA) between the campus community and the Information Technology Services Division (ITS) to document:
  • Network Services for the UCSC wired network
  • The general levels of response, availability, and maintenance associated with network services
  • The responsibilities of ITS as a provider of network services
  • The responsibilities of the clients receiving network services
  • Processes for requesting services on existing facilities
  • Deviations from the standard processes documented in the ITS and Campus SLA
This Agreement is valid from July 1, 2013. Review is every two years or as otherwise needed.

2 Service Description

The wired network is comprised of an IP/Ethernet service that uses high bandwidth, fiber optic media to deliver 10 Mbps, 100 Mbps or 1000 Mbps Ethernet packets to customers across a common bidirectional broadband infrastructure. The wired network is delivered to the customer over a twisted pair cable to an 8-wire modular wall jack.

The service is delivered to the customer via a broadband access device that may or may not be visible to the customer as premises equipment (CPE) such as a cable modem. The device may also be sequestered in a cable closet with only the wall plate visible to the customer. To the provider, IP/Ethernet is a set-bandwidth channel that it must accommodate, manage, and service within its overall infrastructure.

The provision and management of network bandwidth is a best - effort to provide the customer with Internet services and high-bandwidth real-time services (such as voice, video on demand, or streaming media) that does not lead to resource contention or performance or stability problems. IP/Ethernet service does not promise error-free delivery of all packets. The service promises maximum packet loss rates and a statistical distribution of inter-packet delay variations with an upper bound on the standard deviation of the variations. Packet integrity is usually not explicitly guaranteed because normal operation of Ethernet is to drop packets that contain errors so that service impairments that would cause errors are present as lost packets.

2.1 Service Scope

Network Services provide IP connectivity services that include:
  • Support of routed infrastructure and connection to the campus network and external networks such as Internet2
  • Wired network Ethernet connections
  • IP Address Management (includes DHCP)
  • Keeping accurate network connection records

2.2 Operating Parameters

  • Campus network usage is for UCSC related business, education and research.
  • 100/1000 MB/sec Ethernet can only be turned on in areas where the building wire supports it.
  • All ucsc.edu names are owned by the University. The Communications and Marketing Office has final responsibility and authority to reassign names or to block the use of a name that is objectionable.

2.3 Service Level Performance

  • For those support requests submitted Online/ IT Request (itrequest.ucsc.edu), response times 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”. These support requests are submitted through the IT Request ticket system.

2.4 Assumptions

  • Cable infrastructure upgrades will be treated as projects outside the scope of this document
  • Funding for projects or upgrades that change the wired network service will be negotiated between responsible parties.
  • Changes to services will be communicated and documented to all stakeholders via the Service Catalog, Maintenance Calendar and ITS notification process
  • Network services will be provided in adherence to any related UCSC policies, processes and procedures.
  • Ports that are idle for 12 months may be reclaimed for new users as needed.

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:

Stakeholder

Title / Role

Contact Information

Adele Guerzon

infrastructure Services

aguerzon@ucsc.edu

Divisional Liaisons:
Scotty Brookie
Peter McMillan
Peter McMillan
Andrea Hesse
Stephen Hauskins
Terry Figel
Dave Klein
Michael Edmonds
Peter McMillan

Division:
Arts
Business Administrative Services
Chancellor’s Office & U. Relations
Humanities
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
stephen@acg.ucsc.edu
terry@soe.ucsc.edu
klein@ucsc.edu
medmonds@ucsc.edu

peterm@ucsc.edu

3.2 ITS Responsibilities

  • Operate a reliable and robust network.
  • Meet response times associated with the priority assigned to incidents and service requests.
  • Generate quarterly reports on service level performance as described in section 8.1
  • Post scheduled maintenance on the Maintenance Calendar, Service Catalog web page and/or a communication to campus via the ITS Communication Specialist.

3.3 Customer Responsibilities

  • Adherence to UCSC policies, processes and procedures that address the transmission of restricted and sensitive data over the wired and wireless network. Reference: http://its.ucsc.edu/policies
  • Payment for equipment or cable work (wiring) prior to service provision
  • 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

Information about how to request new network services or change existing service, can be found at: http://its.ucsc.edu/network/orders.html

4.1 Getting Help

ITS has a general assistance and consulting group, the ITS Support Center. They can help answer questions relating to how to use networks; computers or programs. The Support Center hours of operation are 8AM - 5PM, Monday – Friday except federal holidays, university holidays and announced university closures. The Support Center can be reached at 459-4357, by email at help@ucsc.edu or in person in Kerr Hall room 54.

During non-business hours, (nights, weekends, holidays and campus closure) outages of essential services should be reported to the appropriate Divisional Liaison. See section 3.1 for Divisional Liaisons.


5 Hours of Coverage, Response Times & Escalation

5.1 Hours of Coverage

Business Hours
Network Services staff coverage is Monday thru Friday 8AM – 5PM, except holidays and campus closures. [1]Essential service disruptions will be responded to within 1 hour of being notified.

Nights, Weekends, Holidays and Campus Closure
Service disruptions that affect essential services or are identified as impacting a division or the entire campus network will be responded to by Network Services within 2 hours of being notified. Medium to Low Criticality: impacting one or more Local Area Networks (LANs) remote or small sites, Response will be no later than the next business day.

5.2 Trouble Service

Requests to repair or troubleshoot a network outage are prioritized over New Service requests. Essential service disruptions will be prioritized over medium to low impact network outages. The ITS Service Disruption and Outage process for incidents will be followed accordingly.

Reports of malfunctioning network equipment, inoperative network jacks, and problems related directly to Internet connectivity should be reported to help@ucsc.edu.

Trouble Service requests can be initiated by:

Online / IT Request (itrequest.ucsc.edu)
By utilizing the web, your request will be automatically associated with your division and visible to technicians. Request made via the web will be processed during normal hours of operation. Using IT Request via the web interface is the most efficient method to log and process incidents.

Phone (459-4357 - 459-HELP)
Phone service is available during normal hours of operation. Messages left during off hours will be processed the next business day.

Email (help@ucsc.edu)
Email requests will be processed during regular business hours.

Divisional Liaison (DL)
In the event of an essential service disruption during nights, weekends, holidays and campus closure, contact your DL to report the service disruption. See section 3.

5.3 Incidents

The ITS goal is to acknowledge and assign requests within 8 business hours. An incident means any interruption in the normal function of a service.

5.4 Prioritization

See the ITS and Campus SLA.

5.5 Escalation

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


6 Maintenance and Service Changes

Network Services abides by the standard maintenance and service change process. See the ITS and Campus SLA for additional detail. Maintenance windows are noted on the ITS and Campus SLA. 


7 Pricing

7.1 Rates Process

Network Services are part of the Information User Assessment. However, those services that are not part of Information User are based on approved recharge rates. Rates can be found at: http://its.ucsc.edu/network/ 


8 Reviewing and Reporting

8.1 System Performance and Availability Reporting

Network use statistics will be available at http://noc.ucsc.edu/metrics these utilization statistics are collected from the various routers, switches, and repeaters comprising the UCSC network. 

8.2 SLA Reviews

The Designated Review 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: Adele Guerzon, Infrastructure Services.
Previous Review Date: July 2013
Next Review Date: July 2015

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.


[1]Essential services as defined by IS-12: Essential to the continuing operation of the University. Failure to function correctly and or schedule could result in a major failure to perform mission-critical functions, a significant loss of funds or information, or a significant liability.