Computing SectorOperational Level Agreement

CS DocDB #4316

General
This document is under the Change Management Control Policy.
Description / Operational Level Agreement between IT Server Hosting Services and Fermilab Support Organizations
Purpose / To define theservicelevels and responsibilitiesoftheITServerHostingService,FermilabSupportOrganizations,andsystemadministrators including specifictermsandconditionsrelativetothestandardServiceOffering.
Applicable to / All processes
Supersedes / N/A
Document Owner / Tom Ackenhusen / Owner Org / Computing Sector
Effective Date / 06-01-2012 / Revision Date / Annually
Version History
Version / Date / Author(s) / Approved by
(if needed) / Change Summary
V0.1 / 08/18/2010 / Ken Fidler / Initial Draft
V0.2 / 08/27/2010 / Tom Ackenhusen / Revisions of Draft
V2.0 / 10/04/2010 / Rob Kennedy / Uniform v2.0 Drafts
V3.0 / 4/13/2012 / Paul Tader / Transferred to new document format.
V4.0 / 5/30/2012 / Tom Ackenhusen / Revisions of Draft
V5 / 7/27/2012 / Jack Schmidt / Tammy Whited / Identified Service Offerings, approve from ITSM
V5.1 / 10/30/2012 / Jack Schmidt / Removed approval, added disclaimer, added SL report information

Table of Contents

General

Version History

1 INTRODUCTION

1.1EXECUTIVE SUMMARY

2SERVICE OVERVIEW

2.1SERVICE DESCRIPTION

2.2SERVICE OFFERINGS

2.3LIFECYCLE MANAGEMENT CONTEXT

3RESPONSIBILITIES

3.1CUSTOMER RESPONSIBILTIES

3.2USER RESPONSIBILTIES

3.3SERVICE PROVIDER RESPONSIBILTIES

4COMPUTER SECURITY CONSIDERATIONS

5SERVICE SUPPORT PROCEDURE

5.1REQUESTING SERVICE SUPPORT

5.2STANDARD ON-HOURS SUPPORT

5.3STANDARD OFF-HOURS SUPPORT

5.4SPECIAL SUPPORT COVERAGE

5.5SERVICE BREACH PROCEDURES

6SERVICE TARGET TIMES AND PRIORITIES

6.1RESPONSE TIME

6.2RESOLUTION TIME

6.3INCIDENT AND REQUEST PRIORITIES

6.4CRITICAL INCIDENT HANDLING

7CUSTOMER REQUESTS FOR SERVICE ENHANCEMENT

8SERVICE CHARGING POLICY

9SERVICE MEASURES AND REPORTING

APPENDIX A: SUPPORTED HARDWARE AND SOFTWARE

APPENDIX B: OLA REVIEW PROCEDURE

APPENDIX C: OPERATIONAL LEVEL AGREEMENT (OLA) CROSS-REFERENCE

APPENDIX D: UNDERPINNING CONTRACT (UC) CROSS-REFERENCE

APPENDIX E: TERMS AND CONDITIONS BY CUSTOMER

E.1CUSTOMER 1

E.2CUSTOMER 2

APPENDIX F: ESCALATION PATH

1 INTRODUCTION

1.1EXECUTIVE SUMMARY

This Operational Level Agreement (“OLA”) for the Server Hosting Service with Fermilab Computing Sector organizations documents:

  • The service levels provided for the Server Hosting Service
  • The responsibilities of the Server Hosting Service, Fermilab Computing Sector organizations, and Fermilab Computing Sector users
  • Specific terms and conditions relative to the standard Service Offering.

The service levels defined in this agreement are in effect during normal operations, in the case of a continuity situation they may change.

NOTE: For the purposes of this document, Customer refers to the organization which requests and receives the service; User refers to those individualswithin the customer organization who access the service on a regular basis.

2SERVICE OVERVIEW

TheITServerHostingServiceprovidescustomersaWindows,Linux,orSolarisbasedserverthatmeetscustomerrequirementsandtheoperationsstandardsrequiredbyFermilab.Theseserverswillbemanagedbycentralsystem administration staffandmonitoredtoensurethecustomerreceivesanoptimalserverwithnecessaryavailability.TheITServerHostingServicealsoprovidestechnicalassistanceinselectionbetweenvirtualorphysicalconfigurationsaswellasaidinsetupandconfigurationofapplicationsoftware.

2.1SERVICE DESCRIPTION

Provide centrally managed and monitored servers to be used for various Computing Sector application needs and to host Computing Sector central services.

2.2SERVICE OFFERINGS

Fermilab approved and supported Windows, Linux, or Solaris server based operating environments.

2.2.1STANDARD OFFERING

  • Server Hosting
  • HardwareandserverOSmonitoring
  • ServermeetingOSbaselinerequirements
  • OSserversoftwareupdatedwiththerequiredOSlevelandsecuritypatches.
  • ServerOSbackupandrecoveryutilizingthe Core Computing Division centralsupportedbackupservice.
  • Serverdatabackupandrecoveryutilizingthecentrallysupportedbackupfacilitybasedonnegotiatedbackuprequirementsandpossibleresultingusagecharges.
  • Interfacetovendororon-sitehardwaresupport
  • Interface to OS vendor technical support
  • Interfacetocomputerroomfacilitiesmanagement
  • Assistance and coordination of activities involving central backup, storage, or networking services to support the servers
  • Providelifecycleandperformancemanagementanalysis
  • TechnicalassistancewithapplicationsupportwithrespecttotheOperatingsystem
  • Coordination of necessary hardware and OS maintenance and technical support contracts with the Computing Sector contracts and finance services
  • Server Consulting
  • Serverhardwareandarchitecturedesignconsultingbasedonspecificcustomerserverresourceandloadneeds
  • Analysisandselectionofphysicalorvirtualhostingenvironment

Thisserviceisnotintendedfor:

  • Individualdesktopsupport
  • Applicationsupport
  • Scientific server support for systems dedicated to scientific experiments or purposes, other than those running centrally supported databases

Thisservicerequiresthatserverssupportedbytheservicemeetthefollowingrequirements:

  • Areundercurrentvendorwarrantyorvendor authorized hardwaremaintenancesupport
    (non-production systems may have hardware maintenance support via a third-party provider)
  • Arelessthan5yearsoldforproductionsystems and less than 7 years old for non-production systems
  • Are not past end of service life (EOSL) as defined by the equipment manufacturer
  • Arerunningoneofthesupportedoperatingsystems at a currently vendor supported release and patch level
  • Hardwarelocatedinasecureandenvironmentallycontrolledlocation (assumed to be datacenters or computer rooms supported by the Core Computing Division Facilities services)
  • Physically accessible by system support staff during supported hours of service
    (direct, unescorted access with appropriate training and physical security privileges (keys, card access, etc.))

2.2.2ENHANCED OFFERINGS

Major Application Support

ServersthatarepartofMajorApplicationshaveadditionalaspectsofthisserviceprovidedbasedontheneedsoftheMajorApplication. Inparticular,theBusinessSystemsMAservershavetheadditionalfeaturesof:

  • Encrypted,isolatedbackups
  • Off-sitebackuptaperotation
  • Additionalsecuritycontrols for monitoringandbaselineprocessing
  • Off-sitedisasterrecoveryserversupport
  • Networkfirewallsupport
  • Network, storage, and processing segregation from general purpose computing systems to meet data control requirements

Suchenhancedofferingsneedtobespecificallynegotiatedwiththeserviceprovideranddrivenbycriticallaboratoryneeds. Exceptions to the conditions of the standard offering need to be explicitly negotiated with the service provider.

2.2.3OFFERING COSTS

Costsofthisserviceincludepersonnellaborcosts,vendorsupportcontractcosts(commonRedHat,Solaris,andMicrosoftmaintenanceandtechnicalsupportagreements),sharedserverroominfrastructurecosts(racks,powerdistribution,consoleservers,managementworkstations,distributionandmanagementservers,backupserveranddevices,backupandsecuritysoftware,commonstorage(SAN/NAS),etc.)

Pass-through materials & services costs may be charged to the customer for the actual or apportioned (based on usage) costs required to provide these services. Current costs that must be funded by the customers include:

  • Microsoft Windows license and maintenance fees
  • Red Hat Enterprise Linux annual subscription fees
  • Hardware and hardware warranty/maintenance costs
  • Storage, backup, and virtual services acquisition and annual fees as set by the Network Storage and Virtual Services service providers
  • Data center facilities hardware costs (racks, power distribution units, console servers, KVM switches, etc.) as required to build out data center rack capacity for servers
  • Software acquisition and maintenance costs for enhanced offerings (encrypted backups, file integrity monitoring, etc.)

2.3LIFECYCLE MANAGEMENT CONTEXT

Plan

TheServiceowner,alongwiththecustomer,willhelpplanand,ifnecessary,requisitiontheproperstorage/equipment/softwarerequiredtomeetthecustomer’sneedsandcoordinaterequirementswiththenetworking,storage,andbackupproviders.Anyequipmentwillbefullymanagedbytheserviceprovider.Anyapplicationsoftwaretoberunonthecustomer’sserverswillbemanagedbythecustomeroradesignatedapplicationadministrator.

Purchase

TheServiceOwnerwillassistinthepurchaserequisitionordersalongwiththerequireddocumentation. TheServiceownerwillalsocoordinatewiththeFacilitiesservice providertoensurethatadequatefloorspace,powerandcoolingareavailablefortheequipment. TheServiceownerwillcoordinatewithprocurement,receiving,PREPandthevendortoensuretheproperinstallationoftheequipmentintotheFermilabDatacenter(s).

Deploy

ServerresourceswillbedeployedinaccordancetothePlandevelopedinitiallybetweentheServiceOwnerandthecustomer.

Manage

TheServiceownerwillmanageandmaintaintheServersystemsoperatingsystemsandhardware.TheServiceownerwillkeeparecordofsystemchanges.

Retire/Replace

HardwarewillbereplacedbytheServiceownersaspartofanormalhardwarelifecycle in accordance with the hardware age and support requirements outlined above.Anyplatform or server migrationsrequiredduetosuchretirements willbetheresponsibilityoftheServiceowner,but will require application owner participation and support for planning, testing, and deployment. The application provider must plan and execute the necessary applicationconversionorupgradesto enable the application to run on replacement/upgraded servers.TheServiceownerwillcoordinatewiththecustomerandapplicationadministratorstoperformthesetypesofupgrades or replacements.

OperatingSystem (OS)softwareandOSmanagementsoftwareupdates/replacementswillbeprovidedbytheServiceowneraspartofnormalsoftwareupdatesorbugfixes.The application owners will be responsible for testing application functionality as part of the update and change process on non-production environments and validation of the updates and changes on the production environments. Theapplicationadministratorswillberesponsibleforupdating/replacingtheapplicationsoftware,andtheServiceownercanbecalledupontoassist.

Costsassociatedwithhardwarereplacements,conversions,softwareupgrades/fixeswillbepassedontothecustomer at actual or apportioned (by usage) rates.

3RESPONSIBILITIES

3.1CUSTOMER RESPONSIBILTIES

TheCustomeragreesto:

  • Providefundingforthehardware,hardwaremaintenance,andsoftwareOSlicense,includingongoingfundingrequiredtokeepthehardwareandsoftwarecurrentandsupportable
  • Fundhardwareandoperatingsystemmaintenanceandtechnicalsupportwith3rdpartyvendorsatalevelequivalenttoorexceedingtherequired servicelevelfortheserver
  • Provideproportionatefundingforserverinfrastructure(i.e.racks,powermanagement,consoleaccessdevices,cabling,networkdevices,backupsoftware,securitysoftware,etc.)requiredtosupportserversusedbythecustomer
  • Fund virtual services, storage, and network costs as established by the applicable service provider
  • Providefundingandapplicationsupportresourcestoreplaceorupgradehardwareandoperatingsystemsoftwarepriortoitreachingendoflife(pointatwhichvendornolongeroffersbreak/fixsupportorsecurityupdatesandpatches). Thecustomershouldplanfora5yearserverreplacementcycle. Productionhardwaremustbereplacedpriortoreaching5yearsinage or prior to manufacture EOSL (whichever is sooner),oritwillnolongerbesupportedunderthisOLA. Allotherhardwaremustbelessthan7yearsinage or prior to manufacture EOSL (whichever is sooner),oritwillnolongerbesupportedunderthisOLA.
  • Provideasinglepointofcontact,withtwobackupcontacts,eachofwhichisindividually authorizedandempoweredtoapproveandagreetoanynecessarydowntimesoroutagesneededtomaintaintheservers. These contacts will be responsible to coordinate any additional approvals or input from application or dependent services customers required.
  • Provideandmaintainasingleemailaddress(whichmaybeamailinglist)tobeusedbytheserviceprovidertocommunicateanyplanneddowntimefortheserver(suchdowntimeisonlycommunicatedafterbeingauthorizedbyabovecontact)
  • Coordinate and execute any upstream customer or user communications required for outages, maintenance, or other activities planned for the server that affect upstream customers or users
  • Providealistofexternalservicesthatwouldbeeffectedfromsystemdegradationorfromaplannedorunplannedoutage
  • Provideasinglepointofcontact,withonebackupcontact,eachofwhomisauthorizedtoapproveexpensesrelatedtotheoperationofthecustomers’ servers(i.e.maintenancecosts,hardwarerepaircosts,softwarelicensecosts,etc.), provide necessary project & task code or budget line item (BLI) for costs, and provide necessary budgeting and financial information necessary for financial planning
  • ParticipateinOLAreviews
  • ProviderepresentationforContinualServiceImprovement(CSIP)activities.CSIPactivitiescanbetriggeredintheeventofanOLAbreachoraspartofnormalServiceOwner/Customermeetings.Duringthistime,thecustomerandServiceOwnercandiscusswhatservicesareworkingwell,whicharenot,andcomeupwithsuggestionsastowhatareasneedimprovements. Duringthistime,theServiceOwnermayalsodiscusswiththecustomerupcomingServiceimprovements/changes/additionsandpolltheCustomerforanopinionregardingthesetopics.
  • Provideforperiodicmaintenanceintervalsforserverpatching,reboots,andothersystemmaintenanceactivitiesonafrequencyofatleastonceamonthforup to 4hours. Provide for periodic maintenance intervals for server OS upgrades, firmware upgrades, or other system maintenance activities for up to 8 hours at quarterly (every 3 month) interval. Provide for an extended periodic maintenance interval for major server upgrades or maintenance for up to 16 hours annually. Ifcustomerrequirementsaresuchthatthismaintenancedowntimeisunacceptable,thecustomermustworkwiththeserviceprovidertodesign,fund,andimplementahighavailabilityarchitecturethatallowsforsystemmaintenancewithin acceptable maintenance downtimes.
  • Allowunscheduleddowntimesforsystemmaintenanceoutsideofavailabilityhoursoranyregularlymaintenanceintervals. Customerswillstillbenotifiedofanyupcomingmaintenanceperiods, but customer approval for downtimes outside of availability hours will not be required.
  • Fundandmaintainasimilar(and,preferably,anidentical)testandoptionally,adevelopment,serverenvironmentforanyproductionserversupportingaservicethatrequirehigherthan99%uptimetarget. Thistestserverenvironmentwillbeusedtotestplannedproductionserverchanges. Ifthecustomermaintainsmultiplenon-productionserversforanapplicationorservice,atleastoneofthesemustbesimilar(and,preferably,identical)totheproductionserver – thisenvironmentisnormallyreferredtoas “integration” or “QA”. Allassociatednon-productionserversmustrunthesameoperatingsystemandversionasproduction,exceptwhenanOSupgradeacrosstheserversisinprogress.

3.2USER RESPONSIBILTIES

Forclarity,theuserisdefinedasApplicationAdministratorsworkingforthevariousserviceowners(thecustomers).

Theuseragreesto:

Non-interferencewithsystemadministration

  • Notaffectprivilegesoraccessof theserveradministratoraccounts
  • Notimpact,alter,ordisablestandardsystemorOSprocessesorjobs
  • NotperformOSorsystemalteringoperations(OSconfigurationchanges,networkconfiguration,etc.)

DailyOperations

  • Beaccountable/responsibleforallactivityontheirserversandtonotifytheServiceprovideriftheseactivitieswillcauseafailuretoperformtheservice.Forexample:
  • Systemisshutdown
  • Systemisbeingreplaced/renamed
  • Systemiscurrentlyunderamulti-daymaintenanceperiod
  • BeresponsibleforworkingwiththeircustomersshouldtheServiceprovidernotifytheuserthattheactivitiesontheserveraredetrimentaltotheService.Examplesincludedbutarenotlimitedto:
  • Highactivityresultingin95%CPUusage
  • Lackofsystemdiskspace (in general > 80% full)
  • HighNetworkload (in general, sustained usage over 60% of network link capacity)
  • Operateundertheprincipleof “leastprivilege” – requestingandgrantingOSandapplicationaccessandprivilegesonlytouserswithaverifiablebusinessjustificationandutilizingtheminimumprivilegesrequiredtoexecuteuserresponsibilities
  • Users must work with the system administrators to establish policies and procedures to minimize the OS privileges required for them to run and maintain their services and applications on the system
  • In particular, unrestricted root or administrator privileges on servers will not be provided to anyone outside the system administration support team. Access to such elevated privileges may be granted if restricted to specific commands or limited to specific, brief, temporary time intervals based on negotiation between the customer and service provider.

ApplicationServiceResponsibilities

  • Utilize application and service software from OS vendor provided repositories or distributions wherever feasible. Only utilize software that is explicitly tested and certified for the target OS release on the server intended to host the software.
  • Consult with the service provider prior to adopting software from other sources. The user will be responsible for retrieval, build, packaging, and maintenance of software from any sources other than the supported OS vendors standard distribution and repositories.
  • Utilize standard software package manager formats (msi for Windows, rpm for Linux, or package manager for Solaris) for any software to be installed on supported servers.
  • Supportapplicationsoftwareinstallsandconfigurationsrequiringsystemadministratorprivilegesbyprovidingdetaileddocumentationoninstallationorconfigurationprocedureswithspecificnotationsastowhatlocalizedchoicesandvaluesneedtobeusedbythesystemadministratorstoexecutetheproceduresuccessfully and providing consulting as necessary in the execution of these procedures
  • Performapplicationsoftwareadministration,includingconfiguration, operations, service monitoring, and service administration
  • Keepapplicationsoftwarecurrentanduptodate,patchedagainstknownvulnerabilities,toavoidcomputersecuritynoticesorincidentsontheserver
  • Assume a server firewall configuration that will, by default, deny any inbound network connection attempts from outside the Fermilab network. Where outside access is required by the service, work with the service provider to identify and limit such access to the minimum required network ports and protocols.
  • Remediateapplicationsecurityissuesinatimelymannerwhennotifiedofsuchissuesbythesystemadministratorsorcomputersecuritypersonnel
  • Installandmaintainapplicationandserviceconfigurationsuchthatthey:
  • Automaticallystartandachievenecessaryinitialstatewhentheserverisbootednormally
  • Automaticallyquiesceandshutdowncleanlywhenserverisshutdownorrebootednormally
  • Canbecleanlybackedupandrestoredbyafilesystemlevelbackupwhentheapplicationordataareasaretobeincludedinregularbackups
  • Identify any application specific filesystems or data that needs to be included in server backups and notify the service provider if these change
  • Provideapplication/servicecontactswithavailabilitycorrespondingtotheserverservicelevel(i.e.8x5or24x7)withoff-hourscontactinformationandsecondaryandtertiarycontactsincaseofserviceoutages
  • Maintenanceandmanagementofapplicationsoftwarelicenses,license keys, support,media,anddocumentationrequiredtoinstall, operate, and re-install the applicationorservice. Perform necessary communication and negotiation with application and service software suppliers as needed to license, install, operate, support, and maintain the software

OtherOperationalResponsibilities

  • ConveyanyserverchangeswhichmayrequirechangestotheOperatingSystem. These activities must not be performed without coordination and concurrence from the service provider. Examplesinclude:
  • Changing(addition/removalof)physicaldisks
  • Upgrade/replaceapplicationsoftware
  • Whenreportinganincident,theusermustbeavailabletoworkwiththeServiceproviderstotroubleshootandresolvetheincident.
  • Planandschedulemonthlymaintenancewindowstopermittimelypatchingandsystemmaintenanceofservers
  • Provide,maintainandmonitorapplicationspecificbackupproceduresifcentralservices(section2.2.1)cannotprovideauseablebackup. ForexampleOraclermandatabasebackups.
  • Planandexecuteapplicationandservicetestingontestserversinatimelymannerafterserverchangesareappliedtoverifycorrect,post-changeoperation. Validateproductionserverchangesimmediatelyuponcompletionofthechanges, during the production change maintenance window.
  • Provideandpermitnecessarymanagementphysicalaccesstotheserversduringsupportedhoursofoperation.
  • Provideandpermitnetworkaccessto the server requiredtoperformstandardsystemadministrationandoperationincluding,butnotlimitedto,remoteloginaccess,remoteconsoleaccess,centralbackupserviceconnection,centralmonitoringandeventloggingaccess,softwarepatchingandupdaterepositoryaccess,andsystemadministrationserveraccess.

3.3SERVICE PROVIDER RESPONSIBILTIES

TheServiceprovideragreesto:

  • Providetheservicesdescribedinsection2.
  • Reviewsystemeventreports.

IfitisdeterminedbytheServiceproviderthattheissueappearstobewiththeapplicationsoftwaremanagedbytheapplicationadministrators,aservicedeskticketwillbeopened,providinganyinformationtheServiceprovidermayhavethatmayhelptheapplicationadministratorstoidentifyandcorrecttheissueontheirapplication.

  • Monitorserverinfrastructure(network availability, backups,patching,etc.)
  • Upgradeserviceinfrastructureasnecessaryaspartoflifecyclemanagementortorectifysoftwarebugs.
  • MeetresponsetimesassociatedwiththepriorityassignedtoCustomerissuesasoutlinedinsection6.2.
  • Maintainappropriatelytrainedstaff
  • Coordinatestandardmaintenancedowntimesrequiringaserviceoutage.Notificationofaserviceoutageforproductionsystemswillbeprovidedtothecustomerviaemailatleast1weekinadvanceofanoutage

4COMPUTER SECURITY CONSIDERATIONS

PleaserefertotheFoundationSLA.

Whenspecificsoftwareorsystemvulnerabilitiesaredeclared “critical” bytheFermilabComputerSecurityTeam,theCustomermustenablethenecessarytimelyaccessanddowntimerequiredtoremediatethevulnerabilityontheservers.

ComputersecurityrequirespatchesandupdatesinaccordancewiththeFNALpatchingtimelinepostedat

Forcommunicationpurposes,theCustomer’ssystemsmustallowcommunicationoverthesite-networkonremoteaccessandsystemmanagementportsrequiredforsystemmanagement.

5SERVICE SUPPORT PROCEDURE

5.1REQUESTING SERVICE SUPPORT

RefertotheFoundationSLA.

5.2STANDARD ON-HOURS SUPPORT

5.2.1HOURS

Standardon-hourssupportconsistsof8x5supportasdefinedintheFoundationSLA.

5.2.2SUPPORT DETAILS

Supportincludesalldescriptionslistedinsections2.2,2.3and3.3.Thepersonreportingtheincidentmustbeavailableforconsultationfromthesupportstaff.

5.3STANDARD OFF-HOURS SUPPORT

5.3.1HOURS

Standardoff-hourssupportisavailableonlyforproductionserversdesignatedas24x7basedonagreementbetweenthecustomerandserviceprovider. Standardoff-hourssupportis24x7asdescribedintheFoundationSLA.

5.3.2SUPPORT DETAILS

Offhoursupportmustbeloggedinviathe24x7supportline.

5.4SPECIAL SUPPORT COVERAGE

Organizations/customerscanrequestadditionalsupportbeprovidedonatemporarybasis,forexample,beavailableforweekendrequestsduringacriticalapplicationupgrade. Theserequestsmustbenegotiatedandaresubjecttoapprovalbasedonthestaffavailableatthetimeandthenatureoftheadditionalsupport.

Requestsforspecialsupportcoverageshouldbemadenolessthan1weekbeforethedateforwhichthecoverageisrequested.Ifthespecialsupportrequestspanslongerthan1week,therequestershouldincreasetheleadtimeby1weekforeachadditionalweekofsupportrequired.

5.5SERVICE BREACH PROCEDURES

Refer to the Foundation SLA.

6SERVICE TARGET TIMES AND PRIORITIES

6.1RESPONSE TIME

PleaserefertotheFoundationSLA.

6.2RESOLUTION TIME

Refer to the Foundation SLA.

6.3INCIDENT AND REQUEST PRIORITIES

PleaserefertotheFoundationSLA.

6.4CRITICAL INCIDENT HANDLING

PleaserefertotheFoundationSLA.

Reminder: The service levels defined in this agreement are in effect during normal operations, in the case of a continuity situation they may change.

7CUSTOMER REQUESTS FOR SERVICE ENHANCEMENT

ServiceenhancementsareCustomerrequestsforplannedchangesinservice.ItisrequiredthatthecustomerandServiceOwnermeettofullyunderstandtherequirementsandexpectationsfromtheenhancement. Thecustomerwillusetheserequirementstoofficiallyrequestaserviceenhancementviatheservicedesk.

TheServicemanagerswillrespondtorequestsforserviceenhancementsreceivedwithappropriateadvancenoticewithin10businessdays.Thistimeisneededtodiscussissuesregardingpower,cooling,supportandbudgettodetermineiftheenhancementrequestispossible.

8SERVICE CHARGING POLICY

Asoutlinedabove,customerscanbeexpectedtofundserverhardware,serversoftwarelicenses,serverclientlicenses(suchasforbackupclientsorsecuritymanagementclients),operatingsystemsoftwaresubscriptionsandmaintenance,serverhardwaremaintenancecontractsfees,andaproratedfractionofcommoninfrastructurecostssuchasracks,consoleservers,etc.

Whenspecial,customerspecificrequirementsincuradditionalorunusualexpense,thecustomerwillbeexpectedtocoverthesecosts.

RefertotheFoundationSLA.

9SERVICE MEASURES AND REPORTING

The Service Offering dashboard for IT Server Hosting is available in the service desk application under the report section. The dashboard measures each offering for this service against the incident response and resolution times and request response times defined in the Foundation SLA. The dashboard shows performance trending for the Service Offerings on a weekly/monthly/yearly basis.

The Service Offering dashboard is available to Service Owners and Providers, Business Analysts, Process Owners and Senior IT Management.

Service Level breaches are identified in the service offering dashboard and are monitored by the Service Owners, Incident Manager and Service Level Manager.

APPENDIX A: SUPPORTED HARDWARE AND SOFTWARE

Physicalserverstobesupportedmustbeserverclasssystemswithappropriatesystemredundancyandsupportedbythesupplyingvendorand/ortheFermilab’scontractedhardwaresupportvendor.

Thisservicewillimplementneworreplacementsystemsusingonlyoneofthefollowingoperatingsystems:

  • WindowsServer2008, latest service pack which has been out for 3+ months
  • RedHatEnterpriseLinux5 or 6,currentpointreleasethathasbeenoutfor 3+ months
  • Solaris10onSPARCexclusively (forreplacementsystemsonly – nonewserverimplementations), at latest patch release that has been out for 3+ months

Thisservicewillassumesupportforadditionalornewserverhardwareonlyfromthefollowingvendorswiththefollowingarchitectures:

  • DellPowerEdgeservers – i386orx86_64architecture
  • HPProliantservers – i386orx86_64architecture
  • Oracle/Sunservers –SPARCarchitecture only (Solarisonly)
  • VirtualizationplatformsasprovidedbytheCore Computing DivisionVirtualServicesservice

Existingoperatingsystemsandserverhardwareis “grandfathered” intothisserviceandwillbesupportedundertheothertermsofthisserviceuntilreplacedorretired.

Anynewhardwaretobesupportedbythisservicemustinvolvethisserviceproviderinthedesignandspecificationofthehardwareandmusthavetheprioragreementoftheserviceprovidertosupportthehardwarebeforeacquisition.

Thisservicewillonlyacceptsupportforadditionalpre-existingsystemsiftheyarerunningoneofthesupportedoperatingsystems,theoperatingsystemiscurrentonpatches,theserverconfigurationcompliestotheapplicableFNALoperatingsystembaseline,thehardwaremeets the above vendor support and currency requirements.

Thisservicewillnotacceptsupportforanyadditionalexternaldiskorstoragedevices(diskarrays,tapedrivesorlibraries,etc.) – anyexternalstoragerequirementsmustbemetusingthecentralstorageserviceoffering or require an enhanced support offering.

APPENDIX B: OLA REVIEW PROCEDURE

Theseriesofstepswillbeconductedonatleastanannualbasis. EithertheCustomer,ServiceOwnerorServiceLevelManagermayrequestadditionalreviewsasnecessary.

  1. Atleastonemonthpriortotheexpirationofthisagreement,thecustomerwillbesentnotificationviaemailrequestingthataface-to-facereviewbeconductedbetweentheServiceOwnerandtheCustomerregardingtheService.
  2. Duringthereview,customermaynegotiatechangestotheOrganizationalLevelAgreementwiththeServiceOwner. RequestsforchangesaresubjecttoapprovalbasedonthelimitationsofresourcesfromtheService,asupportingorganization,fundingandeffortavailable.
  3. Ifadditionalmeetingsarerequired,thosemeetingswillbeheldasnecessaryinordertorenewtheOLApriortoexpiration.
  4. Uponagreement,allconcernedpartieswillsignthedocumentandrenewtheagreementforaperiodnomorethan1year.
  5. Shouldanagreementnotbereachedpriortotheexpirationdate,servicewillcontinueonamonthtomonthbasisusingtheexistingOLAagreementrequirements.

APPENDIX C: OPERATIONAL LEVEL AGREEMENT (OLA) CROSS-REFERENCE

Thisservicedependson:

  • Networking
  • Facilities
  • Network-attachedStorage(SANNAS)HostingServices
  • VirtualHostingService
  • CentralBackupService
  • ComputingDivisionFinancialServices
  • ComputingDivisionProcurementServices
  • NGOP/enterprisesystemsmonitoringservice
  • ServiceDeskservice

APPENDIX D: UNDERPINNING CONTRACT (UC) CROSS-REFERENCE

Keyvendorcontractssupportingthisserviceare:

  • Dell Managed Serviceshardwaresupport
  • DellWarrantysupport
  • HewlettPackardwarranty,hardware,andsoftwaresupport
  • Oracle/Sunhardwarewarrantysupport
  • Microsoftsoftwaresupport
  • RedHatsoftwareandtechnicalsupport
  • Oracle/SunSolarissupport
  • Tripwiresecuritysoftwaresupport

APPENDIX E: TERMS AND CONDITIONS BY CUSTOMER

E.1CUSTOMER 1

Notermsandconditionshavebeennegotiatedforthiscustomer.

E.2CUSTOMER 2

Notermsandconditionshavebeennegotiatedforthiscustomer.

APPENDIX F: ESCALATION PATH

Refer to theFoundationSLA.

Page 1 of 19