Version Date Description Author(s) 1.0 2/17/2014 Initial SLA Created ITC Administration

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IT Service Level Agreement (SLA)

for users supported by the BEI Pilot Cluster in the

departments of Biological Chemistry, Neurobiology,

Neurology, and Pharmacology by the Information

Technology Center (ITC)

Effective Dates:

Neurology & Neurobiology – 3/1/14 Biological Chemistry – 4/1/14 Pharmacology – 5/1/14 Biological Chemistry – 4/1/14

Version

Version Date Description Author(s)

1.0 2/17/2014 Initial SLA Created ITC Administration

Approval

(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)

Approvers Role Signed Approval Date

Eileen Lu Service Provider

Jose Alvarez Service Provider

Anthony Palacios Service Provider

Phil Kwan CAO, Biological Chemistry

Mark Lucas CAO, Neurobiology

Stephanie S. Fisher CAO, Neurology

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1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between the Information Technology Center (“ITC”) and the Departments of Biological Chemistry, Neurobiology, Neurology, and Pharmacology for the provisioning of IT services.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by service providers and department leadership.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

• Provide clear reference to service ownership, accountability, roles and/or responsibilities.

• Present a clear, concise and measurable description of service provision to the customer.

• Match perceptions of expected service provision with actual service support & delivery.

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

IT Service Provider(s): Information Technology Center – ITC (“Provider”) IT Customer(s): DGSOM Departments of Biological Chemistry, Neurobiology,

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4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

Initial Review Period: Every 3 months for first 6 months after the Effective Date On-Going Review Period: Annual

Previous Review Date: N/A Next Review Date: TBD

Components of periodic review include, but are not limited to: • Service level definitions and associated criteria • Support hardware and software lists

• Performance metric targets • Exceptions to the SLA

• Consistency of SLA application

5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1. Support Population

Support population includes departments that will be participating in the IT cluster and their respective faculty, staff and other members; on-site support is not limited to those included above.

The IT cluster will also provide limited support to non-staff (i.e. account / profile set ups). DGSOM onsite support could be provided on devices purchased with UCLA funds.

5.2. Support Catalog

Category Definition

Tier 1 Desktop Support Handles:

• Outcomes

• Review - Resolve • Review - Escalate

Tier 2 Support Handles:

• Escalations from Tier 1

• Network Management – at the department level, where applicable in addition to coordination with SOMITS

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• Server Management – at the department level, where applicable

Programming Support Supports development and maintenance of departmental/cluster applications and websites

A/V Support Set up of projectors and connections to AV equipment

5.3. Hardware Standards & Support Levels

The IT Cluster provides desktop/laptop hardware support for University Owned equipment. Support may include, but is not limited to: installation, maintenance, troubleshooting, repair, basic hardware education, and vendor liaison.

5.3.1. Hardware Support Levels

5.3.1.1. Full Support Definition

For desktop/laptop devices under valid warranty that adhere to hardware standards (see supported hardware list below) and purchased with University funds through the standard IT procurement processes (i.e., UCLA P.O.)

Devices not purchased through the standard IT procurement processes will receive best effort support unless valid exception documentation is provided. Such device is most likely incompatible with campus and health system application and not

compliant with the policy

The IT Cluster will not provide full support for acquisitions occurring outside of standard IT procurement processes (e.g., purchased out of pocket first and reimbursement subsequently requested). All users are advised to consult defined support levels prior to the time of acquisition.

5.3.1.1.1. Services Provided

Acquisition, installation, configuration, maintenance, troubleshooting, repair, basic hardware education, and vendor liaison; resolution is guaranteed.

5.3.1.1.2. Conditions of Full Support

Full Support only applies to end user hardware that is:

• University Owned – Purchased using UCLA Funds

• Under valid Manufacturer’s warranty (warranty extensions and renewals included)

• Included in the supported hardware list

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• Acquired through standard IT procurement process (detailed in section 7.0 below)

5.3.1.1.3. Exceptions

The warranty will be voided if:

• Supported hardware is opened by anyone other than an authorized technician from the IT cluster

• The hardware is exposed to misuse, negligence, fire, damages (e.g., water), power surges, etc.

Device that is connected to research equipment

• If a device is connected to the network, the end user is responsible for ensuring compliance with UCLA and UCLA Health System policies (e.g., installation of antivirus software)

• Device that uses outdated software or operating system should be disconnected from network

Certain devices not meeting defined criteria for Full Support may still be given Full Support based on approval due to extenuating circumstances (e.g., devices containing PHI, devices falling into conflicting categories, etc.). Approval for exceptions will be granted at the discretion of the cluster director in conjunction with department leadership.

Approved exceptions will be reviewed during the annual review of this Service Level Agreement to help determine a need for modification to the agreement. Every effort will be made to ensure that exceptions are granted in a consistent manner across all clustered departments.

5.3.1.2. Best Effort Support Definition

Best Effort Support is given for desktop/laptop devices purchased with University funds that do not meet the conditions of full support and for devices that fall under the exceptions for full support (e.g., not purchased through the standard IT procurement processes).

5.3.1.2.1. Services Provided

Non-prioritized service limited to basic troubleshooting and usage questions. A resolution is not guaranteed, but is dependent upon availability, capability, and capacity of staff and other resources.

For devices not covered, the IT Cluster will assist in guiding end users to the appropriate party for troubleshooting. Third party (non-factory) warranty may not be applied to device contain PHI and RI.

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5.3.1.2.1.1.

Printer or Multi-function Devices

Service is limited to configuration, connectivity to network (based on capability of the device) and basic troubleshooting

5.3.1.2.1.2.

Mobile Devices

Service is limited to connectivity to enterprise resources (i.e. AirWatch, Exchange, Wireless Network, VPN, CareConnect)

5.3.1.2.1.3.

Personal Desktop/Laptop

Service is limited to connectivity to enterprise resources (i.e. VPN,

CareConnect), anti-virus and Remote Desktop setup instructions for operating systems that are supported by the IT Cluster

5.3.1.2.2. Conditions of Best Effort Support

Best Effort Support only applies hardware that is University owned, may or may not have been purchased through standard IT procurement processes, and meets one of the conditions below:

• Out of warranty

• Not included in the supported hardware list • Exception to Full Support

5.3.2. Supported Hardware List

The following hardware is supported by the IT Cluster:

ITEM BRAND WARRANTY (Must Have

for Full Support) NOTE

PCs DELL 3 or 4 Year Dependent on what

warranty option was provided/purchased at time of order

Apple Macs Apple 3 Year (with Apple Care)

Monitors DELL 3 or 4 Year Dependent on what

warranty option was provided/purchased at time of order Printers DELL HP BROTHERS (All-in-one) Xerox

Specific to model Pro/Advanced Support is

required.

Laptops DELL Specific to model (3 year

warranty)

Specific to model + extended warranty is highly recommended.

iOS device 1 Year Limited Manufacturer AppleCare for extended

warranty is highly recommended

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The ITC anticipates a soft transition towards adoption of new hardware standards for support. During this transition period the ITC will work with end users to ensure that needs are met to the ITC’s full capability and that a transition plan is developed for future refreshes.

5.4. Software Standards & Support Levels

The IT Cluster provides software support for University Owned equipment. Support may include, but is not limited to: installation, configuration, basic troubleshooting, upgrades, and vendor liaison.

5.4.1. Software Support Levels

5.4.1.1. Full Support Definition

For software that is used on University owned devices that meet the requirements for Full Support in the Supported Hardware Policy above.

For full support software must be purchased through standard IT procurement service, where possible/available. If software could not be purchased through standard IT procurement service, documentation of reason must be provided (e.g., extended procurement timeline or software not available). The IT Cluster is able to source required equipment and are responsible for the process and the purchasing transaction.

5.4.1.1.1. Services Provided

Acquisition, installation, configuration, basic troubleshooting, upgrades, basic user education, and vendor liaison; resolution is guaranteed.

5.4.1.1.2. Conditions of Full Support

Full Support only applies to software that is: • Purchased using UCLA Funds

• Vendor is still releasing patches/updates (not end-of-life) • Included in the Supported Software List

• Acquired through standard IT procurement process (detailed in section 7.0 below)

5.4.1.1.3. Exceptions

• Included in “Supported Software List – Limited” below • Software is not compatible with OS or hardware

• User refuses reinstallation solution

• The IT Cluster will not provide full support for acquisitions occurring outside of standard IT procurement processes, unless documentation of

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exception is otherwise provided. All users are advised to consult defined support levels prior to the time of acquisition.

Certain software not meeting defined criteria for Full Support may still be given Full Support based on approval due to extenuating circumstances (e.g., use of non-supported operating systems due to use of specialized software). Approval for exceptions will be granted at the discretion of the cluster director in

conjunction with department leadership.

Approved exceptions will be reviewed during the annual review of this Service Level Agreement to help determine a need for modification to the agreement. Every effort will be made to ensure that exceptions are granted in a consistent manner across all clustered departments.

5.4.1.2. Best Effort Support Definition

Best Effort Support will be provided for software purchased with University funds that do not meet the conditions of full support and for devices that fall under the exceptions for full support.

5.4.1.2.1. Services Provided

Non-prioritized service limited to basic troubleshooting and usage questions. A resolution is not guaranteed, but is dependent upon availability, capability, and capacity of staff and other resources.

For devices not covered, the IT Cluster will assist in guiding end users to the appropriate party for troubleshooting.

5.4.1.2.2. Conditions of Best Effort Support

Best Effort Support only applies to software that is purchased using UCLA funds, used on University Owned devices and meets one of the conditions below:

• Vendor is still releasing patches/updates (not end-of-life) • Included in the “Supported Software List – Limited” • Not acquired through standard IT procurement processes • Exception to Full Support

For research software used for Lab Equipment user will need to contact vendor directly for support

Outdated Software or Operating System that must be used for specific research tools or equipment will received minimum support. And the device must be disconnected form the network.

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5.4.2. Supported Software List

The following software is supported* by the IT Cluster:

SOFTWARE CATEGORY NOTE

Microsoft Windows 7, Vista,

Windows XP Operating System XP Support limited to Best Effort 04/2014

Apple Mac OS 10.6.8+ Operating System

Linux Operating System

• End User Device as primary workstation and have special need to use Linux – Ubuntu is preferred

• Existing Server for Research purposed shared by multiple users and IT has the admin right

Microsoft Office 2003 + Productivity Office 2003 limited to Best Effort 04/2014

Mac iWork 09+ Productivity

Adobe Acrobat & Reader Productivity

Department Applications Productivity

Internet Explorer 8.x + Web Browser

Google Chrome, Firefox, Safari Web Browser Adobe Acrobat & Reader Productivity

Department Applications Productivity

PGP Encryption Utilities

Antivirus Utilities Sophos, Symantec

Remote Desktop Utilities

Parallels, VMWare Virtualization

Clinical Tools Productivity UCLA Health System Tools

e.g. Cadwell, LifeImage, PACS

* Full Support will not be provided for software add-ons.

5.4.3. Supported Software List – Limited

The following software is supported* by the IT Cluster:

SOFTWARE CATEGORY NOTE

Linux Operating System

Ubuntu, RedHat, Solaris , usage not listed under full support – Ubuntu is preferred (as a common ground)

SAS Statistics

SPSS Statistics

ENDNOTE Productivity

ADOBE CS Productivity

Research Software Scientific Matlab, GraphPad, ChemDraw, MacVector,

DNAStar, Sequencher

* Support will not be provided for research software used for Lab Equipment. Users will need to contact vendor directly for support.

The ITC anticipates a soft transition towards adoption of new software standards for support. During this transition period the ITC will work with end users to ensure that needs are met to the ITC’s full capability and that a transition plan is developed for future refreshes.

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5.5 . Service Performance

Evaluation of performance against defined targets will occur on a monthly basis:

Metric Target Red If

Time to Answer Help Requests <= 1 Day >= 3 Days

Help Requests Answered >= 95% <= 85%

Help Requests Resolved >= 90% <= 80%

Time to fulfill Service Requests <= 1 Day >= 3 Days

Time to Deploy PC or Mac <= 2 Days >= 3 Days

Time to Deploy Printer <= 1 Day >= 2 Days

Time to Restore Service to Single Device <= 1 Day >= 2 Days

Total Open Tickets <= 30 >= 50

Customer Satisfied with Service Request >= 90% >= 80%

Network Availability Per Quarter >= 99.99% >= 99%

Emergency Changes Quarterly <= 6 >= 10

6. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

6.1. Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows: • General Business Hours: 7:00 AM to 5:00 PM, Monday – Friday (excluding

holidays)

• Core Support Hours: 8:00 AM to 4:00 PM, Monday – Friday (excluding holidays) Service availability is subject to change based on determination by department leadership in conjunction with Cluster IT Director (e.g., end of year closure).

Exceptions/additional service availability may be granted by department leadership in conjunction with the Cluster IT Director to a limited amount of users based on business need and resource availability.

6.2. Service Requests

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Online Ticket Submission – Users may logon to ITC.mednet.ucla.edu and

submit a support request through the ServiceNow Ticketing System. This is the recommended approach for most support requests and users will receive an automated response acknowledging receipt of service request.

E-mail Submission – Users may e-mail the helpdesk at

[email protected]. The support mailbox will be monitored during General Business Hours and requests will be answered in the order received. E-mail requests will generate a ticket within ServiceNow for status tracking.

Shared Phone Support Line – If access to the online ticketing system and

e-mail is not readily available, users can call the shared support line at 310-794-9482. The line will be monitored during Core Support Hours, but online ticket and e-mail submission are the recommended and preferred request methods. Unless otherwise specified, requests received with online ticket submission, e-mail submission, and the shared support line will receive the same priority and be managed accordingly.

IT Cluster support technicians will attempt to contact users at least 3 times over 3 business days if further information/action is required from the requestor. If no response is received after the 3rd attempt, the ticket will be closed on the 4th business day after initial request. A new request for support may be initiated by the end user if support is still required.

6.3. Escalation Procedures:

After pursuing the standard service request reporting mechanism via a service ticket submitted directly by the end user or their IT Professional through the Help Desk, the submitter will have a service ticket number that can be used to reference the service request reported. If a service has reached its second day without a resolution, the service request can be progressively escalated by the user in this manner:

• Via Help Desk, at user's request, call is forwarded to Tier 2

• Via Help Desk, at user’s request, call is forwarded to the Tier 1 & 2 Supervisor / Manager

• Via Help Desk, at user’s request, call is forwarded to the IT Director or a call back would be needed

7. Procurement

It is recommended that all hardware and software be purchased using the standard IT procurement processes. Best Effort Support for hardware and software will not be provided to items purchased outside of the standard IT procurement processes unless a documented exception is granted.

Version Date Description Author(s) 1.0 2/17/2014 Initial SLA Created ITC Administration

IT Service Level Agreement (SLA)

for users supported by the BEI Pilot Cluster in the

departments of Biological Chemistry, Neurobiology,

Neurology, and Pharmacology by the Information

Technology Center (ITC)

Contents

1.

Agreement Overview

2.

Goals & Objectives

3.

Stakeholders

4.

Periodic Review

5.

Service Agreement

5.1.

Support Population

5.2.

Support Catalog

5.3.

Hardware Standards & Support Levels

5.3.1.

Hardware Support Levels

5.3.1.1.

Full Support Definition

5.3.1.1.1.

Services Provided

5.3.1.1.2.

Conditions of Full Support

5.3.1.1.3.

Exceptions

5.3.1.2.

Best Effort Support Definition

5.3.1.2.1.

Services Provided

5.3.1.2.1.1.

Printer or Multi-function Devices

5.3.1.2.1.2.

Mobile Devices

5.3.1.2.1.3.

Personal Desktop/Laptop

5.3.1.2.2.

Conditions of Best Effort Support

5.3.2.

Supported Hardware List

5.4.

Software Standards & Support Levels

5.4.1.

Software Support Levels

5.4.1.1.

Full Support Definition

5.4.1.1.1.

Services Provided

5.4.1.1.2.

Conditions of Full Support

5.4.1.1.3.

Exceptions

5.4.1.2.

Best Effort Support Definition

5.4.1.2.1.

Services Provided

5.4.1.2.2.

Conditions of Best Effort Support

5.4.2.

Supported Software List

5.4.3.

Supported Software List – Limited

5.5

. Service Performance

6.

Service Management

6.1.

Service Availability

6.2.

Service Requests

6.3.

Escalation Procedures:

7.