IT Services
Service Level Agreement
Staff Email and SMTP Accounts (EMSF)2 of 10
Contents
1
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 IT Services: Service Desk ... 5
1.4.2 IT Services: Business Account Manager... 5
1.4.3 Business Contact: on behalf of the business ... 5
1.4.4 3rd Party Contact details [if applicable] ... 5
2
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 ... 6
2.3 Service Coverage ... 6
2.3.1 Service Hours ... 6
2.3.2 Service Eligibility ... 7
2.4 Service Issue Escalation ... 7
3
TARGET SERVICE LEVELS ... 7
3.1 Incident Management ... 7
3.2 Service Request Fulfilment. ... 8
3.3 Service Availability ... 8
4
CUSTOMER RESPONSIBILITIES ... 9
Copyright 2010-2011. All rights reserved.
All information Copyright University of Salford
Document Control:
Project/Service Name: Staff Email and SMTP Accounts (EMSF) Original Author: L Tarr
Version Reason for Change Author Date
0.1 Initial Draft L Tarr 31/1/11
0.5 Final Draft L Tarr 1/3/11
0.75 Final Draft + 1 L Tarr 31/3/11
1.10 Include Jisc Mail L Tarr 13/6/11
1.11 Minor scope expansion – SMTP
provisioning J Green 27/3/12
Distribution for Approval:
Title Name Signature Date
Assoc Director Service & Operations M Hilditch
Distribution for Information:
Department Title Name Date
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1
Introduction
The Staff Email service provides a full range of email services using Microsoft Outlook [client side] and Exchange [server side]. The service is available to Windows and Apple Mac users.
This includes email & calendar facilities via Outlook and Outlook Web Access (OWA). This enables access to:
Send and receive emails
Manage a calendar
Manage appointments management
Manage tasks and
Maintain a personal contact list
Access Enterprise wide contact and distribution lists
The service is available to Staff when their network account is created, and the Outlook client is installed as part of the University standard desktop or laptop build. ‘Associate’ staff members may be eligible to an email account depending on the class of associate status they have been granted.
Anti-virus and anti-spamming filters are applied to email inboxes as part of the staff email service. The standard size for an email inbox is 250 Meg.
The service also provides ‘functional’ email accounts to colleges, schools, support department and groups within the university. Features provided through a functional account are:
Shared Email Address Shared Calendar Tasking facilities
An additional element of the service is the provisioning of SMTP accounts; as of March 2012, all SMTP transfers require authentication. SMTP accounts are normally only required by SMTP clients embedded within software/web applications, as a means to transmit emails automatically.
1.1 Scope of the Agreement
The agreement covers the actions and requirements placed on the ITS Department [Service Provider] and staff 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: University of Salford
Provider: ITS [Information Technology Services] Department of the University of Salford Signed by: _____________________________________________
(Provider – Mark Hilditch, Associate Director IT Service and Operations)
1.4 Service Contacts
1.4.1 IT Services: Service Desk
Telephone Number 0161 295 2444
Email Address Its-servicedesk@salford.ac.uk
Emergency Number 52444
1.4.2 IT Services: Business Account Manager
Name Leslie Tarr
Telephone Number 0161 2953827 Email Address l.tarr@salford.ac.uk
Emergency Number 07870160347
1.4.3 Business Contact: on behalf of the business
1.4.4 3rd Party Contact details [if applicable] Name Business Title/Role Organizational Unit Telephone Number Email Address Name M Hilditch Business Title/Role 0161 2953060 Organizational Unit Assoc Director Telephone Number IT Services
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2
Service Description
2.1 Activities agreed to be in-scope of the Service Level Agreement
The following activities are considered to be in scope of the service. Provision of email account and related facilities to authorised staff within the University of Salford o Creating of email accounts for new starts and eligible associates
Support for issues and incidents relating to the operation of staff email o First line fixes through the service desk
o Escalation of incidents to 2nd
/3rd line support Backup of email folders and inboxes
o Operation of a suitable and appropriate back regime
o Restore of email inboxes and content in accordance with currently operating operational procedures
Management of the Exchange Server and application
o Management of the Exchange servers and related clusters to provide a secure and available service
o Testing of fixes and upgrades to the core software
o Application of certified patches, fixes and security upgrades
o Maintenance of anti spamming and anti-virus protection for exchange servers Management of the Outlook Client
o Installing of Outlook client on University approved desktop/laptop builds o Patching and upgrading the client as required
Web Access to email inbox and facilities
o Access to email inbox, calendar and tasks through the Microsoft Outlook Web Access client interface
Creation of removal of SMTP accounts
o SMTP accounts are normally provisioned for SMTP clients embedded in software/web applications.
o All SMTP transfers now require authentication, therefore an account will be required for every client needing to transfer via the UoS mail relay system.
2.2 Activities agreed to be Out-of-Scope of the Service Level Agreement
The following activities are considered to be out of scope of the service Management of personal distribution and contact lists
2.3 Service Coverage
2.3.1 Service Hours
The service aims to be available 24/7, 365 days a year, with the exception of designated maintenance widows within the University year.
Support for the service is through initial contact with ITS Service Desk between 8am and 5pm Monday to Friday.
2.3.2 Service Eligibility
All staff of the University of Salford, are eligible to use this service.
2.4 Service Issue Escalation
The escalation route for issues relating to Incident Handling or Service Request Fulfilment is as follows.
1. Service Desk Manager 2. Business Account Managers 3. Head of Service and Support
4. Associate Director Service and Operations
Customers are asked to follow the route outlined above to escalate incidents or service requests
3
Target Service Levels
3.1 Incident Management
Dimension Targets Level
Initial Response
Per calendar month: % of recorded incidents for which an initial response has been received within target timeframe.
95% where:
Initial response target for Severity-1 case = 1 working hour or less;
Initial response target for Severity-2 case = 2 working hours or less;
Initial response target for Severity-3 case = 4 working hours or less;
Initial response target for Severity-4 case = 1 working day or less;
Initial response target for Severity-5 case = 2 working days or less;
Resolution
Per calendar month: % of support cases for which a resolution has been received within target timeframe.
95% where:
Resolution target for Severity-1 case = 4 working hours or less;
Resolution target for Severity-2 case = 1 working day or less;
Resolution target for Severity-3 case = 3 working days or less;
Resolution target for Severity-4 case = 5 working days or less;
Resolution target for Severity-5 case = 10 working days or less;
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3.2
Service Request Fulfilment.
Initial Response
Per calendar month: % of Service Requests for which an initial response has been received within target timeframe.
95% where:
Initial response target for Priority-1 case = 4 working hours or less; Initial response target for Priority-2 case = 1 working day or less; Initial response target for Priority-3 case = 2 working days or less; Initial response target for Priority-4 case = 3 working days or less; Initial response target for Priority-5 case = 5 working days or less;
Fulfilment
Per calendar month: % of support cases for which a resolution has been received within target timeframe.
95% where:
Request Fulfilment target for Priority-1 case = 4 working hours or less;
Request Fulfilment target for Priorty-2 case = 1 working day or less;
Request Fulfilment target for Priorty-3 case = 3 working days or less;
Request Fulfilment target for Priority-4 case = 5 working days or less;
Request Fulfilment target for Priority-5 case = 10 working days or less;
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.
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.
This includes:
Comply at all times with the University’s acceptable usage policy for email Conduct appropriate housekeeping on inboxes and personal folders
Reporting incidents, service degradations and service disruptions to the ITS Service Desk.
Engage at the earliest possible with the suppliers when major changes and improvements to the service are requested.
10 of 10 Appendix 1: Approved list of Incident Classes and Service Request Classes
Listed within LANDesk Service Desk
Incidents Report a generic fault.
Service Request Anti-spam related request
Archive request
Distribution List management request Functional email account request Mailbox Quota request
User guide/ Training request VIP Mailbox restore request Unlisted request
SMTP – Create or Remove Account
The lists of Incident types and Service Requests types will be reviewed periodically and added to as required.