Service Level Agreement (SLA) Information Technology Support for

Service Level Agreement (SLA)
Information Technology Support
for
Departments within Southern Clinical School
Provided by
Network Services
Monash University
Monash Medical Centre
Created by Michael Oldfield
Version 3
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Table of Contents
1. Service Overview .............................................................................................................. 3
1.1. Service Provider Details.............................................................................................. 3
2. Incident Request Management.......................................................................................... 4
2.1. Problem Reporting to Network Services ..................................................................... 4
2.2. Reporting to Departments........................................................................................... 4
3. Services Provided ............................................................................................................. 5
3.1. Standard Services Defined by the Monash University Standard Operating
Environment – Charged to Users via the Annual Network Services Fee ............................ 5
3.1.1 Standard Desktop Service................................................................................... 5
3.1.2 Divisional IT Administration ................................................................................. 6
3.1.3 IT Information and Advice.................................................................................... 6
3.1.4 Network Fault Resolution .................................................................................... 6
3.1.5 Reporting and Billing of Departments .................................................................. 6
3.2. Other Services - Charged Directly to End Users by the Job ........................................ 6
3.2.1 Desktop Equipment and Software Audit............................................................. 6
3.2.2 Non-Standard Desktop Service.......................................................................... 7
3.2.3 Server Administration and Maintenance............................................................. 7
3.2.4 Server Equipment and Software Audit ............................................................... 7
3.2.5 Website Administration ...................................................................................... 7
3.2.6 Project Work ...................................................................................................... 7
4. Service Hours ................................................................................................................... 8
5. Prioritisation and Service Response Time ......................................................................... 8
6. Escalation Procedure ........................................................................................................ 8
7. Responsibilities of Departments ........................................................................................ 9
7.1. Service Request Process............................................................................................ 9
7.2. Staff Training .............................................................................................................. 9
8. Charges .......................................................................................................................... 10
8.1. Minimum Annual Charge .......................................................................................... 10
8.2. Schedule of fees ....................................................................................................... 10
8.3. Payment Method ...................................................................................................... 10
9. SLA Maintenance Agreement.......................................................................................... 11
9.1. Duration of Agreement.............................................................................................. 11
9.2. Termination Date ...................................................................................................... 11
9.3. Termination Clause................................................................................................... 11
9.4. Termination Surcharge ............................................................................................. 11
9.5. Bimonthly Review ..................................................................................................... 11
9.6. Changes to the Agreement ....................................................................................... 11
9.7. Dispute Procedure .................................................................................................... 11
10. Appendix A: Network Services Details .......................................................................... 12
11. Appendix B: Standard Services Provided by Network Services ..................................... 12
12. Appendix C: Department Contacts ................................................................................ 12
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1. Service Overview
This Service Level Agreement (SLA) is made between Network Services at Monash Medical
Centre (referred to as “Network Services” from here on) and the Monash University
Departments, staff, students and honoraries (referred to as “end users” from here on),
within Southern Clinical School (SCS), Monash University.
The objective of this SLA is to provide first, second and third level technical support to all
end users in the event of computer and network problems as listed in Section 3: Services
Provided. Services will be available during and outside office hours - however additional
charges will apply for after hours services - see Section 8.2: Schedule of fees.
This agreement remains valid until it becomes superseded by a revised agreement mutually
endorsed by SCS and Network Services. The SLA will be reviewed every six months, or as
required.
1.1. Service Provider Details
Name
Contact person
Telephone
Fax
Email
JobDesk
Created by Michael Oldfield
Version 3
Network Services, Monash Medical Centre – Clayton
Michael Oldfield / Junaid Qamar
959 x44011
959 x44413
[email protected]
http://jobdesk.med.monash.edu.au/login/index.cfm?jobdesk_id=12
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2. Incident Request Management
2.1. Problem Reporting to Network Services
All problems, queries or requests for assistance are to be entered onto the SCS JobDesk
system at the following URL:
http://jobdesk.med.monash.edu.au/login/index.cfm?jobdesk_id=12
End users will require a valid Monash AuthCate username and password to be able to log a
job onto JobDesk.
In the event of end users not being able to get access to JobDesk jobs can be manually
logged onto the system by calling the Network Services helpdesk on 959 x44011. Network
Services staff will log the job on under circumstances where it is not possible for end-users
to do it themselves, e.g. due to lack of connection to the Internet. This function can also be
undertaken by Department contacts – see Appendix C for a list of current contacts.
After the job has been logged onto JobDesk the end user will be given an estimated job
completion time. If the job requires a visit to the end-users work area Network Services will
arrange a suitable time with the end-user either via the JobDesk job monitoring system or by
contacting the user by phone.
Network Services will respond to requests according to agreed priorities. Any problem, which
cannot be solved within the time frame specified in this agreement, will be quickly and
efficiently resolved as detailed in Section 6: Escalation Procedure.
In the event of Network Services being unable to deliver services within the time frame
specified in this agreement, all endeavours will be made to resolve the problem within the
next 24 hours.
Contact information for Network Services can be found in Appendix A or on the Network
Services website at the following URL:
http://www.med.monash.edu.au/medicine/mmc/networkservices/
All calls failing to meet minimum standards outlined in this SLA will be managed through the
designated Departmental contact – see Appendix C.
2.2. Reporting to Departments
Network Services will provide monthly reports to Departments on all services requests by
end users. All requests (resolved, in progress and outstanding problems) will be reported to
the Department contact person on a monthly basis.
Non-standard services (charged jobs) will also be reported to Departments at the end of
every month. See Section 3.2.7 and 8.3.
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3. Services Provided
3.1. Standard Services Defined by the Monash University
Standard Operating Environment – Charged to Users via the
Annual Network Services Fee
Standard Monash University Standard Operating Environment (SOE) software as detailed
below is covered by this SLA and will attract no additional charges for any repairs, reconfigurations, new installations etc.
Disclaimer:
Computer hardware must meet a minimum standard listed below.
Any system not meeting the standard will NOT be covered by Section
3.1
Monash standard hardware and software configurations are available at the following URLs:
PC/MAC SOE:
http://www.its.monash.edu.au/staff/software/
Details of Monash standard hardware from approved suppliers and minimum system
requirements are available from the following URLs:
Suppliers:
http://www.adm.monash.edu.au/procserv/suppliers/IT/index.html
Minimum Config: http://www.adm.monash.edu.au/procserv/leasing/min_config.html
An explanation of the services provided by Network Services may be found at the following
URL:
http://www.med.monash.edu.au/medicine/mmc/networkservices/index.html
3.1.1 Standard Desktop Service
Provision of IT support for standard problems such as installation or upgrade of Monash
standard software (as per Standard Operating Environment), manage hardware repair or
upgrade of computers that meet the current Monash standards, resolve printer problems,
provide advice on standard software problems (excluding Callista and SAP) etc.
Some examples with approximate times:
Service
Applications upgrades e.g. upgrade
Netscape 4.79 to Mozilla/Thunderbird
Install/upgrade Antivirus software e.g.
update Sophos
General trouble shooting
Installation/configuration of new Monash
standard computer
Installation of network printer
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Approximate Time
0.5 hours
0.5 hours
As required
2.0 hours
1.0 hour
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3.1.2 Divisional IT Administration
Covers administrative IT tasks including:
Departmental Postmaster
CRUX/MDS and account
management
Addhost maintenance
Novell services
Technical and administrative
tasks
Management of end user .med email addresses. Adding
users to the .med Name Routing Table (NRT), name
and email address changes, creating and changing
email aliases
End users account management including: creation and
management of new user accounts and changing user
contact details
Managing the registration database for network devices
(desktops, laptops, network printers etc) and
registration/deregistration of new devices on the
network.
Management of Novell network drives, quota
assignments and network printing.
Services covered as part of Monash SOE services.
3.1.3 IT Information and Advice
Includes attendance at Divisional or group meetings and other regular briefings on IT issues
originating from within the University e.g. investigation and analysis of external IT issues;
e.g. suitability of new software or equipment; training and IT skills advice, and any other
additional information or advisory services.
3.1.4 Network Fault Resolution
Under this SLA Network Services is NOT responsible for the resolution of faults associated
with network hardware devices such as hubs and switches. This is the responsibility of
Southern Health IT. Network Services will however liaise with Southern Health IT to quickly
and efficiently resolve these problems to ensure that end users’ access is restored.
3.1.5 Reporting and Billing of Departments
Each month reports related to standard services will be provided to Departments on a no
charge basis providing that standard Network Services fees are billed to one cost centre.
3.1.6 Wireless Network
The Wireless network installations and standard setup is covered under Annual Network
Services fee.
3.2. Other Services - Charged Directly to End Users by the Job
3.2.1 Desktop Equipment and Software Audit
Network Services can undertake an audit of desktop equipment (PCs, printers, Personal
Digital Assistants (PDA), scanners etc) and software to determine the adequacy of
equipment and software compared to the base Monash standards as outlined above.
Recommendations for updating of equipment and software will be provided to end users.
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Estimated time to complete a desktop audit:
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


30
45
15
15
minutes per PC
minutes per PC (including local printer and accessories, if attached)
minutes per printer (network or local)
minutes per PDA
3.2.2 Non-Standard Desktop Service
Covers work on non-standard hardware or software, or work that requires significant
technical expertise.
Network Services can only provide limited support for jobs related to non-standard software
and hardware issues. Any problems relating to the functionality of non-standard applications
will be referred (where appropriate) to the relevant software vendor.
Network Services may not be able to meet all requests for services in this category but will
endeavour to advice on alternatives.
3.2.3 Server Administration and Maintenance
Network Services cannot guarantee access to servers housed in ITS facilities. All serverbased applications that are not listed as part of the Monash SOE will be handled under
section 3.2.2 of this SLA, i.e. referred to the relevant software vendor.
3.2.4 Server Equipment and Software Audit
Network Services can undertake an initial audit of the server environment and all software.
An analysis of the services provided by each server can be assessed and recommendations
for improvements made. Recommendations on updating equipment and software can be
provided.
3.2.5 Website Administration
Departments will be responsible for the development and maintenance of Departmental
websites. Network Services can provide advisory and web content development services on
request, subject to standard charges.
3.2.6 Project Work
Covers major tasks undertaken in areas not covered above. This may include University
wide projects, projects with other Faculties etc. Depending on the nature of the work
performed, a standard or non-standard fee may apply. Network Services will determine
appropriate charges for each task provided.
3.2.7 Enhanced Reporting and Billing Service
Monthly reporting and billing to multiple individual cost centres will be performed @ $30 per
month to be included in each Department’s monthly bill.
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4. Service Hours
Support will be available during business hours (9.00am-5.00pm) throughout the year but
not on weekends and University holidays. After hours services can be negotiated in advance
but may not be available under some circumstances.
5. Prioritisation and Service Response Time
Service requests and response times will be prioritized as follows:
Level of Impact
Critical
High
Category of
Problem
Level 1
Level 2
Low
Level 3
Normal
Level 4
Prioritisation
The problem is
preventing a senior
member of staff from
undertaking a critical
task, e.g. network
connection not
available.
The problem is
affecting a staff
member’s
productivity or part of
her/his duties, e.g.
virus corruption
causing hard disk
problems.
The problem is not
urgent and is not
having an unduly
adverse effect on
staff members
carrying out their
work duties, e.g.
installation of latest
version of Internet
browser.
None of the above
e.g. technical advice
and information
Service Response
Times
Response within 30
minutes.
Best effort
resolution within 2
hours
Response within 2
hours.
Best effort
resolution within 4
business hours.
Incident resolved or
escalated within 48
hours.
Within a timeframe
agreed with the enduser.
It is the responsibility of end-users to select the appropriate “priority” level when logging jobs
onto JobDesk.
6. Escalation Procedure
The purpose of the procedure is to ensure that work on the problem is properly resourced
and prioritised by Network Services and that any third parties involved respond properly.
If an incident is not resolved within the nominated time frame the problem should be reported
to the Manager of Network Services by the Department’s contact person. It is then the
responsibility of the Network Services Manager to manage the incident until it is properly
resolved.
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7. Responsibilities of Departments
7.1. Service Request Process
End users are expected to use best efforts to ensure that service requests are clearly
communicated to Network Services staff. End-users can contact Network Services by
JobDesk or by email, phone and fax where access to JobDesk is not available or limited.
Information on contacting Network Services can be found in Appendix A or by visiting the
following URL:
http://www.med.monash.edu.au/medicine/mmc/networkservices/index.html
An incident report must include:

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

Name and contact details of staff (person logging the service request)
Name and contact details of the staff member on whose behalf the report is being
made (if not same)
Specific section work is being carried out for
Cost centre and fund details (for charging)
Description of problem
Problem priority as described in Section 5.
7.2. Staff Training
Departments will work with Network Services to develop protocols and ensure that all staff
are appropriately trained in relation to responsibilities associated with this SLA, in particular
the service request and problem logging process.
Network Services will make all endeavours to provide online help available on their website
for common problem resolutions, Frequently Asked Questions (FAQs), online training and
tutorials.
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8. Charges
8.1. Minimum Annual Charge
With respect to services provided as part of this SLA Departments agree to pay an annual
charge of $590 per user.
8.2. Schedule of fees
With respect to services provided as part of this SLA, Departments agree to the following
schedule of fees:
Type of
Service
Minimum
Incident
Charge
Service Provided
Covered
Standard
Services
Defined in
section 3.1
Covered
Non-Standard
Services
Non-standard desktop/server
support, inc. surcharge for
work to rectify/remove nonstandard software installed
by Department staff which is
causing problems with SOE.
As per Standard Services,
only conducted outside of
normal business hours
After hours
Standard
service fee
After hours
Non-standard
service fee
As per Non-Standard
Services, only conducted
outside of normal business
hours
Hours
Standard
Support
hours.
Refer to
Section
4.0
Standard
support
hours.
Refer to
Section
4.0
Standard
support
hours.
Refer to
Section
4.0
Out of
normal
business
hours
Out of
normal
business
hours
Charges
Nil
Nil
$100 per hour
$100 per hour
$150 per hour
8.3. Payment Method
On a monthly basis Network Services will arrange for IDNs to be raised on a Department by
Department basis for standard and non-standard work. Please refer to Section 3.2.7 for
additional charges incurred for enhanced monthly reporting/billing to individual cost centres.
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9. SLA Maintenance Agreement
9.1. Duration of Agreement
This SLA will commence on 1st January 2007.
It will be subject to review in June and December 2007.
9.2. Termination Date
This SLA will formally end on the 31st December 2007.
It will be subject to renegotiation no later than 31st December 2007.
9.3. Termination Clause
Either party may terminate this agreement with six months notice in writing.
9.4. Termination Surcharge
In regard to Section 9.2 above – if Departments terminate this agreement prior to the agreed
date then they will continue to be charged at the minimum annual charge (refer to Sections
8.1 & 8.2) for the six month period, i.e. the network access fee for six months and any nonstandard charges incurred up to the point of termination.
9.5. Bimonthly Review
The SLA Coordinator, Department contacts and the Network Services Manager will meet on
a bimonthly basis via the Network Services Committee forum to review and discuss:

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
Service levels
Customer issues
SLA changes
Outstanding work

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

Outstanding reports
Outstanding accounts
Exchange feedback
Strategic planning
9.6. Changes to the Agreement
Either party may request a variation to this agreement at any time provided that the following
change request process is followed:



All changes will be communicated to Network Services and Departments and will be
evaluated and prioritised at the earliest opportunity.
All proposed changes will be recorded as an attachment to the SLA.
All agreed changes to the SLA will have an effective date nominated and a new
version of the SLA will be produced to take effect on that date.
9.7. Dispute Procedure
In the event of Departments and Network Services being unable to agree with respect to
whether service delivery meets the standards defined within this SLA, the dispute will be
resolved by the Network Services Manager, Network Committee Chair and the relevant
Department contact. In the event of these people being unable to reach agreement the
dispute will be escalated to the relevant Directors/Divisional Manager.
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10. Appendix A: Network Services Details
SCS/Network Services
JobDesk
Network Services
website
Network Services
HelpDesk line
Network Services Fax
Postal Address
Office Address
http://jobdesk.med.monash.edu.au/login/index.cfm?jobdesk_id=12
http://www.med.monash.edu.au/medicine/mmc/networkservices/
959 x44011
959 x44015
Southern Clinical School
Monash Medical Centre
246 Clayton Road
Clayton VIC 3168
Monash Medical Centre, Clayton
11. Appendix B: Standard Services Provided by Network
Services
Service
Software support
Description
Installation, configuration and support for all software
covered by Monash PC and Mac SOE
Network support
Registration of computers and network printers on the
network.
Provisioning of new data points from Southern Health
Computer Services (Department pays the installation
charges to SHCS)
PDA/handheld support
Installation and configuration of Monash approved
handhelds and their synchronisation with Monash
Calendar.
12. Appendix C: Department Contacts
Department
General Practice
MIHSR
MIMR
Medicine
O&G
Paediatrics
PHIMR
Surgery
Southern Clinical School
Created by Michael Oldfield
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Contact Name
Theresia Mathias
Nick Walker
Rod Wealands
Ann-Marie Richardson
Penny Clay
Cheryl Rooney
Nermeen Tawadros
Ann-Marie Richardson
Gavin Horrigan
Contact Number
8575 2209
959 x47506
959 x47108
959 x45525
959 x45489
959 x44491
959 x44149
959 x45525
959 x45716
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