Service Level Agreement University of Salford – ITS Department

University of Salford – ITS Department
Service Level
Agreement
Accommodation Service IT Provisioning
ACIT – Accommodation Service IT provisioning
Accommodation Service IT Provisioning - Service Level Agreement
ALL INFORMATION COPYRIGHT UNIVERSITY OF SALFORD ............................................................. 3
DOCUMENT CONTROL:................................................................................................................. 3
1
2
INTRODUCTION .................................................................................................................... 4
1.1
Scope of the Agreement ......................................................................................................... 4
1.2
Duration of the agreement ..................................................................................................... 4
1.3
Signatories to the Agreement ................................................................................................. 4
1.4
Service Contacts ...................................................................................................................... 5
1.4.1
ITS [Information Technology Services Department] Service Desk .................................. 5
1.4.2
ITS Primary Contact ......................................................................................................... 5
1.4.3
Business Primary Contact: Accommodation Services ..................................................... 5
1.4.4
3rd Party Supplier Primary Contact [Where hosted or 3rd Party Service]....................... 5
SERVICE DESCRIPTION .......................................................................................................... 6
2.1
Activities agreed to be In-scope of the Service Level Agreement .......................................... 6
2.2
Activities agreed to be out-of-scope of the Service Level Agreement ................................... 7
2.3
Service Coverage ..................................................................................................................... 7
2.3.1
Hours of Service .............................................................................................................. 7
2.3.2
Service Eligibility ............................................................................................................. 7
2.4
3
4
Service Issue Escalation........................................................................................................... 7
SERVICE TARGET LEVELS ....................................................................................................... 8
3.1
Incident Handling .................................................................................................................... 8
3.2
Service Request Fulfilment ..................................................................................................... 8
3.3
Service Availability .................................................................................................................. 9
3.4
Special Event Management .................................................................................................... 9
CUSTOMER RESPONSIBILITIES ............................................................................................... 9
APPENDIX 1: RESPONSIBILITIES FOR CABLING AND NETWORKING ON SITES ................................ 10
APPENDIX 2: APPROVED LIST OF INCIDENT CLASSES AND SERVICE REQUEST CLASSES .................. 11
2|Page
Date 23 September 2010
Accommodation Service IT Provisioning - Service Level Agreement
Copyright 2008-2010. All rights reserved.
All information Copyright University of Salford
Document Control:
Project/Service Name:
Accommodation Services IT provisioning
Document Number:
Document Number
Document Category:
Bespoke Service level Agreement
Issued By:
L Tarr
Version
Reason for Change
.0
Author
Date
L Tarr
11/8/2010
.5
Amended following Feedback from
Mark Hilditch and Angus Rae
L Tarr
22/09/2010
.75
Amended following Review by Phil
Yeadon
L Tarr
23/09/2010
.85
Amended following review by Mark
Hilditch
L Tarr
11/10/10
.9
Amended following review meeting
L Tarr
18/10/10
.95
Amended following A Rae review
L Tarr
18/10/10
.96
Amended following input from J Kelly
L Tarr
21/10/10
.99
Amended following input M Hilditch
29/11/10
L Tarr
29/11/10
Distribution for Approval:
Title
Name
Associate Director Services and
Operations
Mark Hilditch
Accommodation Service Manager
M Crowther
Signature
Date
Name
Date
Distribution for Information:
Department
3|Page
Title
Date 23 September 2010
Accommodation Service IT Provisioning - Service Level Agreement
1
Introduction
This document defines the service agreement between ITS [Information Technology Services]
Department of The University of Salford and the defined customers and end-users of the University
of Salford Accommodation Service.
The agreement covers the provisioning of IT Services to the Accommodation Service of the
University of Salford at its student residential properties, namely those located at:








Bramhall Court
Castle Irwell Village
Eddie Coleman Court
Constantine Court
Horlock Court
IQ Student Quarter
John Lester Court
Matthias Court
Included within the agreement will be a description of IT services provided, agreed service target
levels, special event management, Incident handling procedures, Service Request fulfilment
procedures, Availability targets and outline disaster recover arrangement in the event of a service
disruption.
1.1
Scope of the Agreement
The agreement covers the actions and requirements placed on the ITS Department [Service
Provider] and the Accommodation Service of the University of Salford.
1.2
Duration of the agreement
The agreement will operate on a rolling 12 month period, with reviews to be held annually,
from 4th April 2011.
The Initial review date will be 4th April 2012
1.3
Signatories to the Agreement
Customer: Accommodation Services, Student Life Directorate
Provider: ITS [Information Technology Services] Department of the University of Salford
Signed by: _____________________________________________
(Customer – TBC Accommodation Services Manager)
Signed by: _____________________________________________
(Provider – Mark Hilditch, Associate Director IT Service and Operations)
4|Page
Date 23 September 2010
Accommodation Service IT Provisioning - Service Level Agreement
1.4
Service Contacts
Listed below are the names, emails and contact numbers of the primary service contacts.
1.4.1
ITS [Information Technology Services Department] Service Desk
Telephone Number
Email Address
Emergency Number
1.4.2
ITS Primary Contact
Name
Role
Telephone Number
Email Address
1.4.3
Leslie Tarr
Business Account Manager
0161 2953827
[email protected]
Business Primary Contact: Accommodation Services
Name
Role
Telephone Number
Email Address
1.4.4
0161 295 2444
[email protected]
TBC
Accommodation Service Manager
TBC
TBC
3rd Party Supplier Primary Contact [Where hosted or 3rd Party Service]
Name
Company
Telephone Number
Email Address
5|Page
Date 23 September 2010
Accommodation Service IT Provisioning - Service Level Agreement
2
Service Description
The service provided is a multi-faceted provisioning service covering a range of IT related
deliverables, activities and services that include:





2.1
Internet Access and Networking Infrastructure
o Provision of internet access through on site networking infrastructure.
o Maintenance of hardwired and wireless networking infrastructure on selected
sites, see Appendix 1.
o Securing delivered networking infrastructure with Cisco Clean Access protection
and tools to protect the integrity of attached personal computing devices
Incident Recording
o Recording of incidents through the ITS Service Desk, and management of
incidents to resolution through, 2nd and 3rd line escalation.
o Reporting on a monthly basis of the calls opened, resolved and closed
o A list of reportable incidents is included in Appendix 2.
Basic Service Request fulfilment
o Handling of an agreed range of service requests relating to the provisioning of IT
Services to the Accommodation Service
o Reporting on a monthly basis of the service requests opened and fulfilled
o A list of agreed service requests is included in Appendix 2.
Desktop Support Services
o The provision of technician support on a regular basis to residents of the
Accommodation Services’ properties
o Through the ITS Service Desk an appointment booking service, is provided,
where residents can book a technician visit to assists them resolve IT issues and
faults, where possible.
Special Event Handling
o Student Induction Weekends
 Provision of at least one technician on site during the Friday, Saturday
and Sunday or the event between the hours of 9am and 5pm to resolve
where possible IT issues students may encounter connecting to the
network services.
 Provision of Training on basic IT issues to the identified senior residents
of accommodation sites on non-technical issues.
Activities agreed to be In-scope of the Service Level Agreement
The following range of activates are agreed as being in-scope and will be handled by I.T.S, as
service provider.
 Investigation diagnosis and resolution of incidents relating to the configuration of the
networking infrastructure located on a residential site to allow connectivity to the
internet.
 Investigation, diagnosis and resolution of connectivity issues where students are trying
to connect to the wireless (where present) and wired networks within the halls
o Include checking that Operating Systems and Anti-Virus are legally installed
and match the standards required by the University’s Clean Access solution.
 Logging of incidents through the ITS Service Desk
 Handling of Services Requests at first contact as agreed and documented in Appendix
2.
6|Page
Date 23 September 2010
Accommodation Service IT Provisioning - Service Level Agreement
 Escalation of Service Requests not included in Appendix 2, to appropriate Business
Account Manager.
 Reporting on the calls [Incident and Service requests] raised in relation to the service,
on a quarterly basis.
2.2
Activities agreed to be out-of-scope of the Service Level Agreement
The following range of activates are agreed as being out-of-scope and will not be handled by
I.T.S, as service provider.
 Any activity on desktop, laptop or personal computing devices that are not using a
legally licensed operating system.
 Providing replacement of loan hardware to allow personal computing devices to be
repaired or worked on.
 Any Service Requests not covered by the agreed list in Appendix 2.
2.3
Service Coverage
2.3.1
Hours of Service
Support calls can be lodged with the Service Desk between 8am and 5 pm Monday
to Friday.
2.3.2
Service Eligibility
The service is available to residents of the students halls listed below:








2.4
Bramhall Court
Castle Irwell Village
Eddie Coleman Court
Constantine Court
Horlock Court
IQ Student Quarter
John Lester Court
Matthias Court
Service Issue Escalation
The escalation route for issues relating to Incident Handling or Service Request Fulfilment is as
follows.
1.
2.
3.
4.
Service Desk Manager
Business Account Managers
Head of Service and Support
Associate Director Service and Operations
Customers are asked to follow the route outlined above to escalate incidents or service
requests
7|Page
Date 23 September 2010
Accommodation Service IT Provisioning - Service Level Agreement
3
Service Target Levels
This section defines the agreed target performance level between the Provider and Customer, on
the provision of the service. Timescales are reflected in University business/ hours/ outside of the
Student Induction period of mid September to mid October each academic year.
3.1
Incident Handling
This section details the agreed target levels for the restoration to optimum performance in
the event of an incident or fault disrupting or degrading the delivery of service.
Dimension
Targets Level
Per calendar month: % of support cases
for which an initial response has been
received within target timeframe.
95% where:
Initial response target for Severity-1 case = 4
working hours or less;
Initial response target for Severity-2 case = 1
working day or less;
Initial response target for Severity-3 case = 4
working days or less;
Initial response target for Severity-4 case = 8
working days or less;
Initial response target for Severity-5 case = 16
working days or less;
The target times are subject to the limitations imposed by the ja.net1 network agreements and
periods of downtime caused as a result of maintenance or faults within the ja.net network.
3.2
Service Request Fulfilment
This section details the agreed target levels for the fulfilling of requests from the customer or
end-user to provide access, change permissions or a parameter relating to the operation of
the system. A list of agreed and approved service requests is attached as Appendix 2 to this
agreement.
Dimension
Targets Level
During Normal Operational Periods [November – January, March – August]
Time to complete service requests

Fulfilment of Service requests as per
the list outlined in Appendix 2, based
on assigned priority.
95% where:
Response target within 7 days.
During Peak Operational Periods [September - October, February ]
Time to complete service requests

1
Fulfilment of Service requests as per
the list outlined in Appendix 2, based
on assigned priority.
95% where:
Response target within 7-14 days.
Ja.net. The UK Education and Research Network
8|Page
Date 23 September 2010
Accommodation Service IT Provisioning - Service Level Agreement
[During this Peak Operational period the majority of cases will be handled on-site by
technical staff, during the residents induction weekends]
3.3
Service Availability
ITS will aim to provide access to the service on a 24/7 basis 356 days a year at a level of 98%.
The Support Hours for the service are Monday to Friday 8am to 5pm. Incidents and service
requests should be raised with the ITS Service Desk.
3.4
Special Event Management
This sections details the targets for the handling or Events and specialist activities
4
Dimension
Target Level
Resident Induction Weekends
Dates vary each year, but are normally
the Friday, Saturday and Sunday of the
Accommodation Induction weekends,
the schedule of thee dates to be
provided by the Accommodation service
to ITS, at least 8 weeks prior to the
event.
At least one technician on site during the
Friday, Saturday and Sunday or the event
between the hours of 9am and 5pm to resolve
where possible IT issues students may
encounter connecting to the network services
Customer Responsibilities
The customer will be responsible for working in partnership with the service provider to enable the
application and use of best practice in respect to the management and operations of the defined
service.

Reporting incidents and lodging Service requests through the ITS Service Desk,

Providing a secure location for the storage of ITS equipment and a suitable secure area
where technicians can work including access to the required power to power network
connectivity devices.

Escalating any issues of service performance to the named primary contact within the
agreement

Participate in service reviews on a regular basis with the service provider.

Induction weekend dates to be provided by June of the preceding academic session to
allow for planning and provision of staff

Dealing with issues of the security of computer equipment housed on a residential site
which involves the engagement with local police intervention, including theft and illegal
use of computer equipment or services.
9|Page
Date 23 September 2010
Accommodation Service IT Provisioning - Service Level Agreement
Appendix 1: Responsibilities for cabling and networking on sites
Cabling Services
For all Halls of Residence, the facility for ‘wired’ access to the Internet and electronic University
resources from a wall socket in each study bedroom via the Clean Access System. The
responsibilities for cabling are detailed below:


Castle Irwell Village, Horlock Court and Constantine Court, the Internal cabling is the
responsibility of the University of Salford. The University approved cabling contractors are
managed by Estates & Property Services, with a typical turnaround time for a fix would be
under 10 working days from a case being raised with the contractors.
At all other halls (iQ, Matthias Court, Bramhall Court , Eddie Coleman Court, and John Lester
Court) the internal cabling is the responsibility of the relevant management company.
ITS is also responsible for the optical fibre links connecting each Hall to the Clifford Whitworth Data
Centre. In all buildings the active networking hardware [switches and hubs] required for the system
remains the property and responsibility of ITS.
Wireless Networking
ITS provides access to the University of Salford wireless service in the common (ground floor) areas
of Coleman Court , John Lester Court and the common areas of Castle Irwell Village.
Clean Access Support
For support, the core systems required to run the ‘Clean Access System’ are under a 24x7x4hr
response contract with BT iNet.
10 | P a g e
Date 23 September 2010
Accommodation Service IT Provisioning - Service Level Agreement
Appendix 2: Approved list of Incident Classes and Service Request Classes
Listed within ITBM
Incidents
Halls Network Access fault
Service Request
Request for Technician Appointment
Generic non specific service request
The lists of Incident types and Service Requests types will be reviewed periodically and added to as
required.
11 | P a g e
Date 23 September 2010