University Library Service Level Agreement 2017/19

1 General Overview

For a divisional service description please see the ITS & Campus Service Level Agreement that provides a high-level overview of support process and response times.

This is a Service Agreement between the UC Santa Cruz Library and Information Technology Services, Learning Technologies/Library ITS to document:

  • Items not covered by the campus SLA.
  • An articulation of the collaborative nature in which the Library and ITS partner to provide public facing services.
  • The local technology services ITS provides to the Library.
  • The general levels of response, availability, and maintenance associated with these locally provided services.
  • The responsibilities of ITS as a provider of these services.
  • The responsibilities of clients receiving services.
  • Processes for requesting services.

2 Service Description

The Library ITS unit represents and provides specialized services to the Library that are not available via standard ITS services http://its.ucsc.edu/services/index.html. Those local services include:

  • Library staff on-boarding and off-boarding
    • On notification with immediate supervisor approval, grant or revoke access to locally supported Library hardware, software, and systems and applications.
  • On Premise, Public Facing Technologies
  • Locally Hosted Server Support
  • File Services
  • Backup and Data Restoration services
  • Integrated Library System
  • Web Solution
  • Off-Campus Access
  • Library Speciality Lab(s)

In addition, Library ITS provides infrastructure, people, and processes including:

  • Server and system management.
  • Incident management and change management.
  • Library technology strategy, planning, governance, and coordination.
  • Budgetary Planning.
  • Technical Project Management.
  • Workflow and business process consultation.
  • Technical consultation services.

2.1 Service Scope

Library ITS provides services to the Library that are specialized and library-specific. The general IT needs of the Library are supported by other ITS units such as Standard Desktop Support, Core Technologies, etc. as covered in the ITS/Campus Service Level Agreement and described as ITS services http://its.ucsc.edu/services/index.html.


3 Roles and Responsibilities

3.1 Parties

The following are primary stakeholders associated with this SLA:

Stakeholder

Title / Role

Contact Information

Elizabeth Cowell

University Librarian

mcowell@ucsc.edu

Kerry Scott

Associate University Librarian, Collection and Services

scottk@ucsc.edu

John Bono

Associate University Librarian, Planning and Resource Management

jbono@ucsc.edu

Jim Phillips

Director of Learning Technologies

jphilli1@ucsc.edu

Shawn Duncan

Library IT Manager

ashawn@ucsc.edu

3.2 Library ITS Responsibilities

Library ITS will provide the infrastructure, technology, people, processes and monitoring tools necessary for the defined services, and:

  • Clearly document services provided in the ITS Service Catalog.
  • Meet response and fulfillment times specified in section 5.2 below.
  • Notify ITS and Library partners of all scheduled maintenance.
  • Report on metrics as covered in the Campus SLA.

3.3 Customer Responsibilities (also see the Campus SLA Roles and Responsibilities)

The Library is responsible for:

  • Using the ITS ticket system for requesting services and reporting incidents.
  • Adhering to onboarding and prioritization principles as per the Library Manager Group (LMG) strategic planning process.
    • New technologies, projects and services are prioritized annually by LMG/ITS.
  • Notifying external clients (vendors, patrons, faculty, etc.) of all scheduled maintenance.
  • Responding to budget-related issues and work with vendor to ensure timely payment.
  • Managing contract negotiations.
  • Engaging ITS management on library IT requirements before choosing a technology-based solution requiring ITS support.
  • Asset management:
    • Software inventory and renewals.
    • Obtaining software licensing information.
    • Monitors hardware service levels.
    • SaaS (vendor hosted) solutions.
  • Adhere to conditions and obligations in MOUs (SLAs, OLAs).
  • Adhere to campus computing best practices and work within the ITS Division's limitations.

4 Requesting New Service and Technologies

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

4.1 Implementing New Technologies and ITS Supported Services

  • New ITS supported services must be implemented as approved projects.
  • Projects must approved jointly by the Library Senior Management Team and Learning Technologies leadership. 
  • For ITS to become formally engaged, projects must have a supporting project proposal and/or charter with:
    • Resources identified (labor, costs)
    • An identified project manager
    • An agreed to problem statement
    • Deliverables

5 Hours of Coverage, Response Times & 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

Library ITS local service coverage is available Monday-Friday 8am-5pm except for periods of planned maintenance or during mandatory campus closures.

5.2 Response Times

  • Unplanned outages during business hours are responded to within an hour of identification.
  • Please see the Campus SLA, Hours of Coverage, Response Times and Complaint Resolution
  • Library ITS has limited resources. Please engage us as early as possible in the process to ensure we can meet needs and expectations.

6 Maintenance and Service Changes

  • Planned service outages and maintenance are performed on approval from the Library Senior Management Team.
  • Service changes in scope or coverage are approved by ITS and the Library Senior Management Team.

7 Reviewing and Reporting

7.1 System Performance and Availability Reporting

The Library IT Manager will report to Library Senior Management annually on service performance and system uptime.

7.2 SLA Reviews

This agreement is valid from July 1, 2017 to July 1, 2019 and will be reviewed by the IT Manager annually or as otherwise needed. Updates are approved by the Library Senior management team prior to adoption.

Designated Review Owner: Shawn Duncan, ITS Learning Technologies

Previous Review Date: July 2017

Next Review Date: July 2019

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

Document Location: http://its.ucsc.edu/sla/


8 Approvals

The Divisional Liaisons, ITS Senior Managers, and Library Leadership 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.


Appendix A: Computing Support -- On Premise Technologies

The computing support service covers installation of specialized, library-specific hardware and software which are not supported by the ITS Division. New technologies, equipment and / or software that ITS is accountable for, must be approved by the ITS leadership.

  • Selection, installation and/or replacement of On Premise technologies.
  • Pending project approvals, ITS will work with the Library to identify and install new technologies within the Library. 
  • Maintenance and troubleshooting of Library hardware.

    • Troubleshooting and diagnostics of hardware related issues.

    • Vendor engagement supporting hardware problems.

    • Library ITS will make a reasonable effort to recover failed hardware.

    • Library ITS is not accountable for hardware failures that are out of warranty / service.

Out of Scope

  • Negotiate and/or manage contracts.
  • Manage vendor disputes, performance, and contract non-compliance. 

Appendix B: Locally Hosted Server Support

Library ITS in partnership with Core Technologies supports a server infrastructure:
  • Reliable and fault tolerant power, network, server and storage hardware.

  • Security.

    • Annual account audits and verification for privileged / super-user access.

    • Principles of least privileges apply, (i.e., accounts must have the minimum level access while ensuring functionality; where appropriate, ensuring systems are accessible only through campus vpn or Library network).

  • Systems monitoring.

 


Appendix C: File Services

The Library digital artifacts server facilitates the storing and sharing of digital objects by Librarians and Library staff. Service requests include:

  • Add or remove account access.

  • Modify share access.

Out of scope:

  • Data management and preservation.

 


Appendix D: Backup and data restoration services

Library ITS provides a local backup service. Service requests include:

  • Data restoration of locally supported server data and configurations. 

Service Parameters:

  • Data Backups and Retention:

    • Recover data outside of a 24hr period up to 30 days old.

      • Backups occur every 24 hours. If newly generated data is corrupted before the next daily backup we cannot recover.

    • Archival is not in scope.

  • Public and instruction workstations are not backed up.

  • Administrative computers:

    • Administrative computers are not directly backed up.

    • Data is stored in one of the following supported locations:
      • Campus AD file service
      • Digital artifacts server
      • Google Drive
    • By exception, highly mobile users may be configured to backup locally saved data to Google Drive. 

 


Appendix E: Integrated Library System

The Integrated Library System (ILS),Millennium, is a library management system used to  order and acquire, receive and invoice, catalog, circulate, track and shelve library materials.  

Library ITS implements system changes, subject to approval by the ILS Service Team. Maintenance is provided by the licensor and hosting provider, Innovative Interfaces, Inc.

Features and Functions

The ILS includes the following core modules: Acquisitions, Administration, Cataloging, Circulation, ERMS, Serials, Web Management Reports, and WebPAC Pro (i.e., CruzCat).

See Innovative Modules for a list of Innovative products that the library has incorporated into the ILS.

Service requests include:

  • Account management.

  • Authorized functions management.

  • Load profiling and mapping.

  • System codes and options.

    • Rules for requesting, suppression and deletion of records.

  • Online public access catalog (OPAC) administration.

    • Record display options.

  • Monitor service performance.

Out of Scope:

  • Negotiate contracts.

  • Manage vendor disputes, performance, and contract non-compliance.

  • Provide support for applications and programs external to the ILS, such as third-party bibliographic utilities, link resolvers, etc..

  • Support for peripheral devices, such as receipt and label printers, barcode scanners, self-check kiosks, etc. 

Notable service dependencies:

  • Off-campus Access Service

  • Aeon

  • Melvyl Request

  • WorldCat Local

 


Appendix F: Web Solution

The Library’s public Web site is built and managed by the Library Digital Initiatives group using the open source content management system Drupal. Library ITS researches and implements solutions to content goals identified by LET. Service requests include:

  • Access and authorization.

  • Module consultation.

  • Drupal assistance (Requests must be approved by the Library Digital Initiatives group and the IT Manager)

    • Module installation

    • System configuration

    • Theme adjustments (Note: adjustments are limited because the theme is managed by University Relations.)

    • Create New Drupal Dev Environment

    • Drupal development

    • Theme changes

Escalation:

  • Issues with Drupal or contributed modules will be escalated to the module’s owner via a bug report at drupal.org.

 


Appendix G: Off-campus Access

Off-campus Access (OCA) is the University Library’s licensed implementation of OCLC’s EZproxy access and authentication software (proxy server). Service requests include:

  • Configuration: database definitions and access management.

    • Assist with the construction of database definitions.

    • Replace database definitions file (“reload” ezproxy.resources).

    • Add, enable, modify, disable directives that specify and enforce limits and exclusions for the following: remove data and page usage blocks, IP address suspensions, and enable, disable text file authentication.

  • Web maintenance

    • Add, modify, remove screens.

    • Add, modify, remove OCA service announcements.

In the event that suspicious activity is detected, ITS will notify Library leadership and will liaise internally to attempt to identify the responsible party. It is the responsibility of the library to ensure timely remediation of suspected abuses and to counsel patrons regarding appropriate use of library resources.


Appendix H: Specialty Labs

Specialty Labs fulfill niche specific requirements which are not accommodated by the Library’s public computing suite or the campus computing labs.

Specialty Labs require shared administrative rights on the systems. ITS address this requirement by the following:

  • Systems are imaged periodically or at the request of the service manager.
  • Once the image is deployed and verified by the service manager ITS does not support modifications to the system, nor will ITS extensively troubleshoot a system that has been modified.
  • If a system becomes unstable ITS may redeploy the image used in the latest deployment cycle.
  • The Library is accountable for supporting modifications made post image deployment.
  • ITS supported modifications are to be made in partnership with the Library and incorporated in the base image.
  • The image deployment cycle will be no greater than quarterly.

ITS, in partnership with the locally identified service manager, work collaboratively to build a stable computing platform tailored to the needs of the service. The building and deployment process is as follows:

  • Service manager defines applications to be installed and documents necessary application and OS specific configuration items.
  • Service manager acquires and provides necessary media and licensing information.
  • ITS reviews and negotiates with the service manager to articulate a build specification with the following prerequisites:
    • Adhere to campus and industry best practices.
    • Sustainability as it relates to the support model.
    • Security best practices and campus minimum network connectivity requirements.
  • ITS deploys a single instance for service review and adjusts as necessary.
  • Service manager signs off on system.
  • ITS captures system configurations as images to be deployed to fleet.

Service Manager Responsibilities:

  • Maintain current inventory of software license keys.
  • Utilize standard support processes.
  • Address ITS identified hardware issues from a service and financial perspective.
  • Provide timely feedback on ITS image modifications.
  • Adhere to campus computing practices and work within the ITS division’s limitations.

Out of Scope:

  • Software licensing.
  • Specialized application support beyond ‘best effort’.
  • Event support.
  • Specialized peripheral support.
  • Support of a hardware platform that is beyond end of life (4-5 yrs.)