Wired Network (non-ResNet) Service Level Agreement 2017/19

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 non-residential 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 2017. 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 multi 10Gb backbone to deliver customer facing 100 Mbps and 10 Gb wired Ethernet service to customers across a common bidirectional broadband infrastructure. 

2.1 Service Overview

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).

Network Services provide IP connectivity services that include:

  • Support of 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 re-assign names or to block the use of a name that is objectionable.

2.3 Support Level Performance

  • Support response time is tracked and reported as part of the ITS and Campus Service Level Agreement
  • 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
  • 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

John Vaughn

ITS Service Manager

jovaughn@ucsc.edu

Divisional Liaisons

Division

Scotty Brookie

Arts

scotty@ucsc.edu

Peter McMillan

Director, Client Relationship Management

peterm@ucsc.edu

Andrea Hesse

Humanities

ahesse@ucsc.edu

Stephen Hauskins

Physical and Biological Sciences

hauskins@ucsc.edu

Tim Gustafson

School of Engineering

tjg@ucsc.edu

Mike Edmonds

Social Sciences

medmonds@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.
  • Notification to customers 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

  • 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 project work prior to service provision.
  • Reasonable availability of customer representative(s) when resolving a service request.
  • Contacting the ITS Service Manager for changes to this agreement. 

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

The ITS Support Center can help answer questions relating to how to use networks, computers, or applications. The Support Center hours of operation are 8AM - 5PM, Monday – Friday except on holidays and announced university closures. The Support Center can be reached at (831) 459-4357, by email at help@ucsc.edu or in person in Kerr Hall room 54.


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. Essential service disruptions will be responded to within one (1) hour of being notified.

Nights, Weekends, Holidays and Campus Closure
Outages identified as impacting a division or the entire campus network will be responded to by Network Services within two (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 [1] 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 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.

5.3 Incidents (Not Outages)

The ITS goal is to acknowledge and assign requests within 4 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 escalated to your Divisional Liaison (DL) or to Bill Storey, ITS Core Technologies director. 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 system performance is tracked and reported as part of the ITS and Campus SLA.

8.2 SLA Reviews

The ITS Service Manager 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 ITS Service Manager will incorporate all subsequent revisions and obtain mutual agreements /approvals as required.

Designated Review Owner: John Vaughn, ITS Service Manager
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/


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.