Proposal for Central Support

3/30/05 DRAFT 1

DRAFT

PROPOSAL FOR CENTRAL SUPPORT

for

Office of the Registrar

Electronic Document Management System

Prepared by Computing & Network Services

17th February 17, 2005

Production Support Proposal

Prepared for:

Rick Williams, Office of the Registrar, University of Alberta

Prepared by:

Computing and Network Services (CNS)

Akil Pessoa

Project Background

The University of Alberta has physically separated registrarial functions located in three offices: the Office of the Registrar & Student Awards, the Faculty of Graduate Studies and Research, and Augustana Faculty (located in

Camrose). The University of Alberta intends to convert the hard copy Student files to an Electronic Document Management System (EDMS) that will allow staff to access or add to the electronic student files from any of these locations.

Faculties and departments involved with the admissions process and program administration will also be given access to the electronic student files, eliminating the need to copy and send file contents across the university.

The EDMS is envisioned to expand to encompass the requirements of many other faculties and departments such as Human Resources for employee files.

The primary source of student information at the University of Alberta is the PeopleSoft Student Administration System (SAS) that houses student records. Certain aspects of the student record are not stored within the SAS. We are therefore looking to augment our current SAS with an EDMS in order to easily link the PeopleSoft record with the electronic student file.

The objective of obtaining the Electronic Document Management System (EDMS) is to replace the hard copy student file in the undergraduate and graduate admission and program administration processes with an electronic student file for every student at the University of Alberta (U of A).

Proposed Services

Database Services:

CNS will provide hosting services which include database administration and system administration of the Client's database on CNS’ managed servers.

Database support will be available weekdays during regular business hours. Database backups will be carried out using SQL backtrack/Tivoli Storage Manager (TSM) to allow a point in time recovery. File system backups will also be available via TSM.

CNS can provide 24 hours a day of access to all three server machines and the servers can be monitored by CNS operations 24 x 7 and mainline support available during regular U of A office hours.

CNS staff will run the SQL scripts and data loads on all production instances on behalf of the client. However, the client will have direct access to Oracle Export on all their instances.

CNS can work with the client to diagnose and monitor various performance issues. The client should have a hardware maintenance contract with the vendors. CNS system administrators will contact the vendors when problems arise.

General Database Provisioning

CNS can host multiple instances and will recommend a configuration that provides the greatest benefit in terms of data redundancy, performance, availability and management. General database administration duties and troubleshooting will be provided. Oracle database software will be maintained and patched.

Data Integrity and Backup

·  Instances are backed up nightly

·  File systems are backed up nightly

·  SQL-Backtrack in conjunction with TSM will be used to handle database backups for increased data protection and availability. Nightly hot backups will occur to maximize availability while weekly cold backups will be scheduled to increase data integrity and minimize restoration time. All production quality instances will run in archived log mode to provide point in time recovery.

·  The University of Alberta TSM backup service provides handling and storage of the tapes. This includes offsite copies and storage.

Access to Databases

·  All production instances will be fully available between scheduled and agreed upon “cold” backup occasions. A weekly cold backup of each instance will be scheduled resulting in a short amount of downtime. The impact of this brief downtime will be minimized with logical backup scheduling.

·  The client will have sufficient access to run scripts through SQL*Plus. In accordance with best practices, access to the “root and “oracle” accounts will not be provided. This precaution protects the integrity of the databases against accidental or malicious acts.

Performance Monitoring

Servers and database instances are monitored regularly for detrimental behavior / activity. Problems will be reported to ADIS. CNS will provide assistance or recommendation in resolving performance issues upon request.

Data Synchronization

CNS can offer data synchronization in the form of database cloning and/or import/exports. CNS will consider other synchronization options at the clients request but other solutions cannot negatively impact the integrity, stability and availability of production environment.

Application Server Support:

CNS will provide general support and maintenance for the host operating system. System maintenance includes:

·  5 days per week 7 hours per day response

·  Proactive Support – all logs monitored daily

·  Centre monitored and automated services

·  Major OS fixes and patches installed after testing completed and higher level support machines completed

·  Major OS revisions installed after testing completed and higher level support machines completed

·  No application level support

Note: Hardware and Software licensing and repairs are the customer’s responsibility. Any additional requested will be billable at an hourly rate of $75 per hr. during regular business hours and $150 per hour for after hours support.

CNS will maintain the OS and current hardware BIOS versions. Upgrades or reconfiguration of a system may require parts and labor not covered under this agreement. When any work extends beyond the terms described here, additional charges may be incurred, with the written consent of the client.

CNS support staff will have system administrator privileges for all servers. No other top-level system administrator accounts will be issued. Lower-level system administrator accounts will be issued on a restricted and case-by-case basis.

CNS will respond to all server and network problems as quickly as possible. If an issue is unrelated to the server or the network connection between the client and the server, CNS will redirect the issue to an appropriate solution provider.

The client will assign an "Information Technology Liaison" within the department who will work closely with the primary CNS support team member. The Liaison will consolidate service requests, place trouble calls, and perform the end user workstation support.

Costs

As per the client’s request CNS can offer the following support option:

·  CNS will host a single application server, provided by the client, in the CNS computing centre.

·  CNS will host a single instance of Oracle on CNS equipment in support of the clients application needs.

·  CNS will house any disk provided by the client in support of the environment that CNS will host on the client’s behalf.

Summary of Costs

First Year Total $37,207

CNS Support $25,029

Software Licenses $12,178

Subsequent Years Total $26,945

CNS Support $22,959

Software Licenses $3986

Detailed Cost Breakdown

Year 1

Service / Cost / Total Costs
System Administration (Sun) / $10,120
System Administration (Windows Server) / $0
Database Administration / $11,839
Environment (A/C, power, operators) / $1,600
One time connectivity / $750
TSM file system backups / $720
First Year CNS Support Cost / $25,029
Supporting Licences
SQL Backtrack and IBM Storage Manager (based on a 1.30 exchange rate) / $10,380
Oracle License and Support for production and report server (PRD and RPT with GST at 7%) / $1,798
Oracle License and Support for Development machine / $0
First Year Licensing and Software Support Costs / $12,178
Total First Year Costs / $37,207

Detailed Cost Breakdown

Year 2 forward

Service / Cost / Total Costs
System Administration (Sun) / $10,120
System Administration (Windows Server) / $0
Database Administration / $11,839
Environment (A/C, power, operators) / $250
TSM file system backups / $750
Total CNS Support Cost / $22,959
Supporting Licences
SQL Backtrack and IBM Storage Manager (based on a 1.30 exchange rate) / $2,690
Yearly Oracle Support for production and report server (PRD and RPT with GST at 7%) / $1,297
Yearly Oracle support for Development machine / $649
Total Second Year License Cost / $3,987
Total Second Year Costs / $26,945