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Accounts Service Level Agreement 2019/2021

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  1. General Overview
  2. Service Description
  3. Roles and Responsibilities
  4. Requesting Service
  5. Hours of Coverage, Response Times and Complaint Resolution
  6. Maintenance and Service Changes
  7. Pricing
  8. Review and Reporting
  9. Approvals

1 General Overview

This is a Service Level Agreement ("SLA") between the campus community and Information Technology Services Division (ITS) to document:
  • The Account Management Service
  • The general levels of response, availability, and maintenance associated with these services.
  • The responsibilities of ITS as a provider of these services
  • The responsibilities of the clients receiving these service
  • Deviations from the standard processes documented in the ITS and Campus SLA.

This Agreement is valid from July 2019. Review is every two years, or as otherwise needed.

2 Service Description

The description of the Account Management Service is in the catalog: http://its.ucsc.edu/accounts/

2.1 Service Scope

The Account Management service provides account management, including support, administration, and record-keeping, from on-boarding to closure for any participating system or tool.

Some account management tasks can be accomplished by clients themselves, and these services are available 24 hours a day, seven days a week except during planned maintenance events. Services requiring staff assistance are available during regular university business hours, 8AM to 5PM, Monday through Friday, excluding campus holidays.

2.1.1 User Requirements

  • Clients are strongly advised to set a password recovery email address for CruzID and other systems which offer self-service password reset methods.
  • Support varies depending on a client’s affiliation. Clients establish their affiliation by positively identifying themselves.
  • Clients must be supported directly, e.g. parents of students may not act on behalf of their children.
  • Sponsored (Sundry) Accounts require a campus sponsor.
  • Retiree Accounts require a campus sponsor and need to be renewed annually up to five years.
  • Requested Accounts require authorization and sponsorship. 

2.1.2 Boundaries of Service Features and Functions

  • Except where indicated, the service focuses on access (usernames and passwords) and not authorization to IT systems. In most cases, once given access to an application, other services manage how the client may use the system.
  • The Accounts service works in tandem with the Desktop and other global services and refers support once authentication is successful.

2.2 Service Level Performance

2.2.1 General Service Levels

  • Requests are processed in the order they are received.
  • ITS places a moderate priority on resolving incidents related to accounts unless the account has been compromised, which then receives high priority.

2.2.1 Specific Service Levels

  • There are no specific service levels beyond that of the campus SLA. We will make meaningful first-contact with-in 4 hours and we will resolve 80% of tickets by their due date. However, due dates can be set by agreement on individual requests to meet university business needs.
  • Self-service password resets with password recovery email addresses available 24 hrs per day excluding maintenance windows.
  • The typical delivery time for CruzIDs is 5 business days after all information has been entered into the appropriate personnel system and paperwork has been completed and submitted. Password resets for all accounts is within 5 business days.

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

Melanie Douglas

Interim Chief Technology Officer

melanied@ucsc.edu

3.2 ITS Responsibilities

ITS will provide the infrastructure, technology, people, processes and monitoring tools necessary for Account Management Service and:

  • Clearly documents services provided in ITS Service Catalog.
  • Meet response times associated with the priority assigned to incidents and service requests.
  • Give 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:

  • Clients are expected to follow the UCSC password strength and security guidelines.
  • Clients are expected to set their password recovery email address in the CruzID Manager at https://cruzid.ucsc.edu.
  • Contact the ITS Support Center for incidents.
  • Use SlugHub ticket system for service requests for specific services as outlined in the ITS Service Catalog. 

4 Requesting Service

See the ITS and Campus SLA for standard methods of contacting ITS for service.

5 Hours of Coverage, Response Times and Escalation

For all requests, the ITS goal is to have a staff member assigned and acknowledge requests within 4 business hours of receipt. Campus priorities may require exceptions to this goal during certain times of the Academic year.

5.1 Hours of Coverage

Services requiring staff assistance are available during regular university business hours, 8AM to 5PM, Monday through Friday, excluding campus holidays.

Self-service password changes for CruzID Gold and Blue passwords via CruzID Manager (https://cruzid.ucsc.edu) is available 24-7, except during scheduled maintenance events.

5.2 Other Requests

Requests for service features and functions not yet implemented can be submitted as feedback on the ITS website. 

6 Maintenance and Service Changes

All technical maintenance occurs outside of the business hours. Systems offering 24-hour service for changing passwords, etc., vary according to system. All maintenance periods are announced. See the ITS and Campus SLA for details of our standard maintenance and service process.

7 Pricing

Accounts Management is funded through the Information User Assessment.

8 Reviewing and Reporting

8.1 System Performance and Availability Reporting

 Quarterly service performance and availability reports will be published for review.

  • Time to first contact will be reported. Target: 90%
  • Resolution time will be reported. Target: 80% of tickets resolved on time.
  • Support response time for the Account Management service will be tracked and reported separately as part of the ITS and Campus SLA.

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. Next Review Date: July 2021

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.