General Overview

This document describes what is provided by IST Platform Infrastructure as part of managed operating system support packages, including operating system maintenance, costs,communication, security, customer and provider responsibilities, incident response, and other related details.

Purpose of Agreement

This Service Level Agreement (SLA) defines the services and Support Package service levels provided by IST Platform Infrastructure Team to its customers. Eligible customers are the units, departments and colleges internal to the University of California Berkeley or any UC campus. This SLA is designed to cover service related terms and conditions, costs, roles and responsibilities and provides a framework for communication, problem escalation and service resolution.

Length of the Agreement

Support Packages are provided on a month-to-month basis and will continue until either party terminates. The agreement begins when the requested service is provisioned and will automatically renew each month. Support Packages may be cancelled for the next period with a minimum of two days advance notice (in which case customers will provide their own support).

Key Metrics 

Below are Priorities and expected response based on impact and urgency.
 
  • Goal of 99.99% uptime  
    • Initial Response Times for Incidents 
      • Priority 1 (Critical) - 1 hour 
        • Ongoing updates at regular intervals 
      • Priority 2 (High) - 1 hour 
        • Ongoing updates at regular intervals 
      • Priority 3 (Moderate) - 1 business day 
        • Updates as needed 
      • Priority 4 (Low) - 2 business day 
        • Updates as needed 
  • Initial Customer Response Time for a Service Request 
    • 4 Business hours  
    • First follow-up, after at least an initial evaluation, is 1 business day

Priority Assignment

  • Impact: Campus loss and potential damage (e.g. financial, student/faculty/staff, regulatory, security, reputation, brand) caused by the incident
    • Low - Impacts a single department or person, no substantial impact
    • Medium - Impacts multiple departments / people, some impact
    • High - Impacts campus or system wide service, major impact
  • Urgency: Speed at which the business expects the incident to be resolved
    • Low - As time allows
    • Medium - Sooner is better than later
    • High - ASAP

 

Impact - High

Impact - Medium

Impact - Low

Urgency - High

Priority - Critical

Priority - High

Priority - Moderate

Urgency - Medium

Priority - High

Priority - Moderate

Priority - Low

Urgency - Low

Priority - Moderate

Priority - Low

Priority - Planning

Service Description

Platform Infrastructure offers standards-based professionally managed Linux and Windows systems administration for virtual machines in the Platform Infrastructure Virtual Private Server (VPS) environment. Support services include server hardening, planning, installation, configuration, security patches and updates, troubleshooting, monitoring, documentation, assistance with implementing a data backup strategy that meets the business requirements for the Customer. Any services provided outside of scope of this SLA are subject to additional charge. Under normal circumstances, Platform Infrastructure staff is available between 8 am - 5 pm Monday through Friday, excluding all holidays and university closures.

Cost, Billing Cycle and Hours of Coverage

Cost

  • Standard - $100.00/month. Standard support includes business hours support 8am to 5pm for the hardware and operating system and monitoring the health of both. 
  • Extended - $300.00/month. Extended support includes 24 hours a day, 7 days a week care for hardware, operating system and monitoring the health of both.

Recharge rates are calculated by IST to achieve cost recovery and approved by the Campus. Recharge Committee based on campus recharge policies and approved by VCAF-Office of the Chief Financial Officer. Customers will be billed monthly. Items not covered in this SLA are subject to additional charges, using the published hourly Time & Materials (T&M) rate. Customers may terminate the service at any time without charge with 2 days advance notice. No refunds will be issued for unused services.

Billing Cycle

Customers will be billed monthly at the beginning of each month. Any billing questions should be directed to istbill@berkeley.edu

Hours of Coverage

  • Service Requests will be addressed during 8am to 5pm business hours.
  • Incident resolution on Extended Support systems is 24x7.
  • Incident resolution on Standard Support systems is 8am to 5pm.

Communication

To make a Service Request or report an Incident, the Customer must create a ticket in the IT Help Desk ticketing system. Please provide information that the report is for a Managed Server Support Customer along with the server name, if known. One of the following methods may be used for creating a ticket: For incident, call Service Desk along with ticket creation.

  • Send an email to unix-tickets@berkeley.edu for Unix/Linux servers or win-ticket@berkeley.edu for Windows Servers.
  • Create a ticket using ServiceNow as follows:
  • Contact IT Service desk at 510-664-9000,1,1,1 and ask to assign this request to “IST Unix” or “IST Windows” as appropriate. It is advised to call service desk for Priority 1 & 2 Incident tickets. 

If you have an extended system support you can call Service Desk outside of regular business hours for incidents only. Be sure to provide your name, department, that you are a Managed Server Support customer and the server name, if you know it. This information will allow the operators to more quickly identify and look up the correct person to escalate the call to.

A Service Request means any request made by a customer to the IST Platform Infrastructure team for routine operational support. During normal business hours, Service Requests will be responded to within one (1) business day after notification to the service provider. Service Request changes will be made during normal business hours. Requests made after normal business hours may not be responded to until the following business day. If an Incident or Service Request is not responded to with the response times outlined above, the Customer may escalate by directly contacting their assigned Platform Infrastructure Technical Contact, Platform Infrastructure Account Manager or the ITS Help Desk. Please refer to the ticket number when escalating.

An Incident means an outage or degradation of the normal function of the server where it is severely malfunctioning. Reports made after normal business hours may not be processed until the following business day. After-Hours requests for support and emergency support will be fulfilled on a best-effort basis.

How We Communicate with Customers

Depending on the request we use following method.

  • Mailing Lists for Linux and Windows service announcements
  • Change Management Board
  • Via Ticket
  • Phone for urgent incidents (as necessary).
  • System Status (http://systemstatus.berkeley.edu)

Customers are responsible for provide updated contact information when technical and functional owners change. Failure to do so may cause delays in service.

Routine Maintenance

Because the central IT environment is regularly upgraded to allow for growth and change in the use of information technology, the Customer must expect routine maintenance to be scheduled periodically to comply with new standards and upgrades. IST will notify the Customer when such work is needed. Growth or change initiated by the Customer may warrant a Service Review of their current environment. Please make a note that some maintenance work may cause service disruptions. Service outages are published to the IST system status page at http://systemstatus.berkeley.edu.

Data Backups

All systems are enrolled in the UCBackup service and are backed up daily. Customers may request for specific inclusions/exclusions of their data in these backups.

Business Continuity and Disaster Recovery

IST Business Continuity provides a comprehensive risk management program that focuses on proactive risk reduction in compliance with university rules and policies as well as all relevant state and federal laws. This program helps units identify and monitor risk to information resources on campus and develop strategies to manage that risk over time to include business recovery and continuation. If you are interested in this service please see Business Continuity Services for more information.

Security

Each customer is the resource proprietor of all data and is expected to use their professional judgment in managing risks to the information and systems they use and/or support. As the custodian and systems administrator of the system, IST Platform Infrastructure will make recommendations based on the customer identified data classification and risk assessment. Platform Infrastructure will work with Security and implement owner approved solutions to protect the data. All security controls should be proportional to the confidentiality, integrity, and availability requirements of the data processed by the system. Please see the IST Policy website for more information on minimum security standards. We refer to the MSSEI when coming up with Security Controls on Managed Systems.

Responsibilities

IST Platform Infrastructure

  1. One (1) hour of consultation included to gather requirements and provide a cost estimate for the initial service engagement.
  2. Offer server provisioning and operating system management. Operating system patches are reviewed for their criticality as they are released. Routine patches are applied on a consistent basis in order to minimize server outages. Security patches deemed critical may be applied outside the predefined maintenance window. IST Platform Infrastructure will not be responsible for any application failure, downtime or issues resulting from these mandatory updates.
  3. Provide operating system technical support and problem resolution.
  4. Provide patch management for installed software. IST Platform Infrastructure will install, support, maintain the installation of patches, firmware upgrades as needed, and manage the hardware and operating system of each server under this SLA.
  5. Maintain server security in accordance with policies governing IST information technology resources.
  6. Assist with server lifecycle management. The preferred deployment platform for all new servers is a virtual machine running on the central Virtual Infrastructure. The virtual server specifications will be established based upon recommendations from the application vendor and IST server administrators. If the application requires a physical server, the customer will be responsible for acquiring all necessary hardware components based on Vendor and IST recommendations. IST will work with the hardware representatives to obtain a quote for the customer that meets IST’ and the application vendor's' requirements.
  7. Implement a data backup strategy that meets the business requirements for the customer.
  8. Provide basic system performance and network monitoring and troubleshooting. Operational monitoring is provided for all managed systems. The monitoring system is configured to display an alert to the University Data Center Operators console between 8 am and 5 pm daily if a critical error condition is detected on production systems as well as to send email alerts to responsible staff 24x7 for all systems managed by Platform Infrastructure team. Please see Section 3 above for response expectations.
  9. Maintain a software inventory that will be updated at least quarterly.
  10. Coordinate with other IST Departments and 3rd party vendors as needed.
  11. Provide basic application deployment and basic database administration. Platform Infrastructure will provide initial assistance in setting up applications to the point of functioning properly. Platform Infrastructure does not provide ongoing application support or development.
  12. Log changes to any server’s environment using a change management system.
  13. Perform planned maintenance on a scheduled basis based during the maintenance window agreed to by Platform Infrastructure and the customer.
  14. Provide the customer contact with notification of service disruptions and emergency maintenance as soon as feasible.

In order to protect the interests and assets of the University of California Berkeley, IST may be required to render services beyond those described in this document. Such additional support is provided at the discretion of University senior management with Customer consultation. This work may result in additional charges.

Customer

  1. The customer is the resource proprietor of their data, and must categorize that data according to University requirements.
  2. Application owner is responsible for installation, configuration, maintenance, patching, upgrade and security of their application. Any assistance from IST required to meet these obligations may involve a Time and Materials (hourly) charge.
  3. Restoration of systems is done as Time and Materials (hourly) charge.
  4. Application teams are required to perform application testing for all patches, upgrades, and database changes in a timely manner.
  5. Application teams are responsible for notifying Service Desk, Platform Infrastructure and application users of any service interruptions or outages.
  6. Application owners must provide current contact information.
  7. Application owners with extended support packages must provide contacts with 24x7 availability. Failure to do so will affect Platform Infrastructure’s ability to provide effective extended support.
  8. Approves those who can have access to the application’s data.
  9. Technical contact knows the application code and assists in troubleshooting issues.
  10. Technical contact will provide application support for the customer’s application or can act as a liaison to the customer’s application support group.
  11. The customer must provide the necessary access to software and training for specialized departmental or proprietary services where required.
  12. Responsible for communicating specific service availability and any service interruptions or outages to application users.
  13. Technical contact triages issues from general end-users before submitting service requests to the Platform Infrastructure group.
  14. Change Management Approver contact reviews and approves change management requests. Requests made without approval will be held until approved.
  15. Customer is responsible for providing a security contact and responding to SNS alerts with regard to their application.
  16. Designated department-billing contact.
  17. If the application hosts restricted data, notify Platform Infrastructure and register the application in the Restricted Data Management system. Customer is responsible for ensuring their application is secure.
  18. Communicate specific service availability requirements to user’s customers.
  19. Customers are responsible for complying will all campus computer use and security policies.
  20. Maintain current software Lic agreements.
  21. Prompt payment and provisioning of appropriate chart string.
  22. Security contact approves accounts and permissions and is typically the same contact as the Data Owner.
  23. Respond to Platform Infrastructure staff inquiries in a professional and timely manner.
  24. Agree to a maintenance window for scheduled maintenance, either for the site or by system.
  25. Adhere to relevant University acceptable use and security policies and standards related to the acquisition, development, testing, implementation, and production usage of servers, software, networking, related systems, or data stored on their respective systems. ITS reserves the right to shut down or isolate any server that is found to be out of date, vulnerable or compromised.
  26. Consult with Platform Infrastructure before making hardware or software purchases related to supported systems. To assist with this, a list of approved standard server hardware, operating system and application software packages which are supportable by Platform Infrastructure staff is published on the Managed Server Support Site. Hardware or software purchased by the customer either without Platform Infrastructure consultation or which is not included on the referenced list, may not be supported by Platform Infrastructure Staff under the standard SLA agreement.
  27. Adhere to a hardware and software lifecycle which meets or exceeds the minimum configuration requirements for the systems supported for the customer based upon recommendations provided by Platform Infrastructure.
  28. Customer should anticipate upgrades to be released every 3-5 years. Customers are required to perform testing for anticipated upgrades, patches. Platform Infrastructure will not support versions of the operating system that are no longer supported by vendor.
  29. Maintain hardware warranties or provide timely payment for repair charges (T&M) for any Customer provided equipment covered under the agreement, and pay for software costs associated with required upgrades for new features or security concerns.
  30. Work with Information Security to complete the Minimum Security Standard for Electronic Information (MSSEI) Self Assessment.

SA Service Levels

SA Service levels include:

  1. Operational support with no reasonable risk of causing disruption of a service will take place during normal business hours, M-F, 8 a.m. – 5 p.m.
  2. E-mailing the customer assigned address will automatically generate a case in the Platform Infrastructure Help Desk ticketing system. Customers will receive an automated response with a case number for follow-up reference. Other forms of contact may affect ability to respond in a timely manner.
  3. After hours requests for support will be fulfilled for customers with extended support on Priority 1 and 2 outages. Priorities will be determined by Platform Infrastructure staff based on urgency and level of impact, using the criteria defined in the ‘Impact and Urgency’ section above.
  4. Occasionally, it is necessary for Platform Infrastructure staff to escalate a problem to another team for resolution. In these situations, Platform Infrastructure staff cannot guarantee the response time of the other teams. Platform Infrastructure staff will act as the lead resolution contact point for cases that require support from other teams.
  5. Platform Infrastructure will prioritize and process incoming incident requests if it meets any one of the following criteria within covered service hours: Platform Infrastructure Staff response to priority requests or incidents may delay response to other requests.
    1. Number of people affected.
    2. Percentage of total tasks that can no longer be performed by individuals.
    3. Academic and Administrative Calendar deadlines.
    4. Impact on course delivery.
    5. Risk to safety, law, rule, or policy compliance.
  6. Should there be a dispute about service rendered escalations can be requested by the Customer to the direct management of Platform Infrastructure Services.