Service Level Agreement
This agreement describes services, service levels, costs, and the associated responsibilities of participating parties of the Departmental Server Facility service offered by Information Technology Services. This document will also serve as a Statement of Understanding between Information Technology Services (ITS) and the WSU department or college that uses these services.
Service Description
Information Technology Services (ITS) will provide a facility to house and support production server equipment managed by other WSU units. Server monitoring and backup services are also available.
Service Availability
The facility is intended for WSU department or college owned and managed production server equipment that supports university sponsored initiatives, services, or applications that have a university-wide benefit. Production server equipment that supports unit specific initiatives could be housed in the facility if space is available.
Costs to WSU Units
Costs for services are identified below. There will be one-time charges associated with getting equipment installed and then a monthly fee based upon selected services. All fees for services will be charged to 03 Funds.
One-time Installation Costs
1. Telecommunication service activation (current rate for data/voice port activation)
2. Equipment check-in $45.00 per instance
3. WSU Cougar Card (Duoprox) $15.00 per customer staff with access to the facility. Created by WSU Cougar Card Center with an IRI submitted to the WSU Cougar Card Center. Monthly Service Costs
1. Server Monitoring & Housing $26.50 per month for up to 5 servers and 5 customer support staff with access to the facility.
$53.00 per month for 6-10 servers. $78.50 per month for 11-15 servers. $106.00 per month for 16-20 servers.
For Cluster pricing contact Operations Manager. 2. Telecommunication Services (current rate for data/voice services )
3. Server Backup Services (optional) Subscription $11.00 per server per month
On-site/Off-site Server Backup $0.0025 per MB of tape per month (daily usage averaged over 30 days)
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Responsibilities of Participating Parties
ITS will manage the facility. Specific responsibilities include:
1. Coordinating installation of all equipment placed in the facility. This includes: • Assigning equipment housing space
• Assigning electrical outlet(s)
• Placing work order for and assignment of telecommunication ports 2. Assigning new/changed IP addresses for servers in the facility.
3. Authorize WSU Cougar Cards (duoprox) to access ITS DSF for authorized department personnel. 4. Remotely monitoring the access activity in the facility and keeping an adequate history of who
accessed the facility. Including server(s) in the Server Net monitoring system where requested. ITS is available 7x24 to inform department or college personnel when a server fails. ITS will maintain problem escalation procedures.
5. Developing, in conjunction with department personnel, server monitoring scripts and recovery procedures (where appropriate).
6. Providing a Server Backup Service Users’ Guide as well as technical assistance and consulting. 7. Providing 7x24 support of the Server Backup server. The Server Backup Service will be
administered exclusively by ITS.
8. Transporting Disaster Recovery Backup cycles to and from the Off-Site Vault 7 days a week except on University holidays.
9. Billing for services. Operational and backup services will be invoiced via the Information
Technology Services Computing Invoice. All telecommunication services will be billed through the Telephone Billing System.
Department and College personnel will manage their equipment. Specific responsibilities include: 1. Coordinating all installation and de-installation of equipment in the facility through the ITS
Operations Manager. Rack space, electrical outlet, and/or telecommunications port are not to be used without the expressed assignment of the resource by the ITS Operations Manager.
2. Insuring all authorized personnel complete a Card Key Request form and abide by the rules set forth on the Card Key Request form. The sponsoring department or college is responsible for the conduct of their staff and the acquisition of a WSU Cougar Card (duoprox) from the WSU Cougar Card Center.
3. Supplying and maintaining the list of people to be notified when trouble with a server(s) is detected. The contact list needs to include notification time frames as well as instructions for problem
escalation.
4. Managing backup scheduling and backup retention cycles of appropriate server files/data shares/ databases as meet server/application needs.
5. Restoring files/data shares/databases from backup as appropriate and necessary.
Acknowledgement of Agreement
I have read the Service Level Agreement and understand service level expectations, costs of services, and accept the stated responsibilities.
Unit: __________________________________________ By: ___________________________________________ Printed Name: ___________________________________ Title: __________________________________________ Date: __________________________________________ Appendix A
Service Agreement Worksheet
Appendix B
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Appendix A:
Service Agreement Worksheet
Unit: ___________________________________ Effective: ____________________________________ Server Name ____________________________________________________________
Budget/Project: ____________________ ITS Procedure # _______________ Y or N System Monitoring 1 gigabit Ethernet 100 mb Ethernet Analog line TSM Subscr TSM Off-site To be Completed by ITS TrackIT # IP Address
Ntwk Workorder # Network Port
Analog Port
Additional Service Agreement Worksheet
Server Name _____________________________________________________________________ Budget/Project: ____________________ ITS Procedure # _______________
System Monitoring 1 gigabit Ethernet 100 mb Ethernet Analog line TSM Subscr TSM Off-site To be Completed by ITS TrackIT # IP Address
Ntwk Workorder # Network Port
Analog Port
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Appendix B:
Card key Request Form
Date: __________________
Circle one
New Y N Card Number: __________
Change/Add/Delete Y N
Replace Y N Replace Card #: _________
Old Card Returned?_______ (Y or N?)
Cardholder's
Name: ______________________________ Work Phone: _________ Email: ________________
last first
(print clearly) WSUID:_____________________
Work Group: _________________________ Supervisor: _____________________________
(print clearly)
Supervisor Approval: ____________________________
(signature)
Door(s) Days/Times Area Approval
_______________ ________________ ______________________ _______________ ________________ ______________________ _______________ ________________ ______________________ _______________ ________________ ______________________ _______________ ________________ ______________________ _______________ ________________ ______________________ _______________ ________________ ______________________ Reason/Justification: _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________
Standard of Conduct for Card key Protected Areas
1. Card keys are to be used only by authorized individuals.
2. Only authorized persons are allowed to enter a card key protected area.
3. Tampering with other unit’s equipment, telecommunications connections, and/or power outlets is strictly prohibited.
4. Use of any not-previously-assigned data/voice ports and/or power outlets is strictly prohibited.
5. Immediately report missing, lost, stolen, or broken cards to ITS Network & Computing Operation at 5-4949.
6. Department or College units are financially responsible for replacement cards.
I have read and understand the above Standard of Conduct. I do agree to abide by these standards. I also understand that misconduct will result in the revocation of my privileges and may result in additional disciplinary actions.
______________________________________ _____________________________________
Signature Date
IT Cardkey Admin use only Processed By : ____________ Date: ____________________ ID:_________ Profile:______
