Service Level Agreement
For
Accommodation Services KX Application Support and Hosted Service
Document Version: 1.3
Date: 09-OCT-09
Table of Contents
1 Document Management 3
1.1 Contributors 3
1.2 Version Control 3
2 Dates, Parties and Signatories 4
2.1 Signatories 4
3 Service Overview 5
3.1 Supported components 5
3.2 Services provided 6
4 Service Hours & Availability 6
5 Service Support 7
5.1 Routine Support 7
5.3 Out of Hours Support 9
5.5 Service meetings 9
5.6 Roles and Responsibilities 11
5.7 Enhancement service 13
5.8 Escalation procedure 13
6 Charging 14
6.1 Annual Charges 14
6.2 Charging Procedures 14
7 Changes To This SLA 15
8 Re-Negotiating This SLA 15
1 Document Management
1.1 Contributors
Role / Department / NameOwner / Production Management / Stefan Kaempf
Contributor / IS Applications Division / David Watters
Contributor / IS Applications Division / Jay Coleman
Contributor / IS Applications Division / Anne-Marie Scott
Contributor / IS Applications Division / Mark D’Amara
Contributor / IS Applications Division / John McFarlane
Contributor / IS Applications Division / David Smyth
1.2 Version Control
Date / Version / Author / Section / Amendment14/05/09 / 1.0 / Various / All / First version.
05/06/09 / 1.1 / Various / All / Updates following review meeting with Accommodation Services
09/10/2009 / 1.2 / Stefan Kaempf / All / Final clean-up
2 Dates, Parties and Signatories
Service Level Agreement for Accommodation Services Support Service and Kx application Hosting Service
This agreement is made between Accommodation Services and Information Services (IS).
The agreement covers the provision of support for the hosted Kx service and associated components. This service provides centrally managed servers on which the Kx software is hosted.
This agreement is effective from 28-APR-2009 with normal support period running from August through July.
This agreement remains valid until superseded by a revised agreement mutually endorsed by the signatories below. The agreement will be reviewed annually. Minor changes may be recorded on the form at the end of the agreement, providing they are mutually endorsed by all parties.
Note: information on the hosting Service Level Agreement is held in a separate document ACS-Hosting-SLA-[V1-draft].doc
2.1 Signatories
Name / Mark Wetton / Position / Head of Service Management, IS Applications / DateName / David Smyth / Position / Head of Production Management, IS Applications / Date
Name / Garry Scobie / Position / Head of Architecture, ITI / Date
Name / Tony Weir / Position / Head of Unix Services, ITI / Date
Name / Jim Leitch / Position / Head of Network Services / Date
Name / Claire Barnish / Position / Assistant Director, Accommodation Services / Date
Name / Sandy Agnew / Position / IT & Comms Manager, Accommodation Services / Date
Counter Signatories
Name / Simon Marsden / Position / Director of IS Applications / DateName / Richard Kington / Position / Director of Accommodation Services / Date
3 Service Overview
3.1 Supported components
The systems/facilities supported under this agreement include the following:
Hosting environment for Kx application
The infrastructure (application and database servers) used for the deployment of the production and test environments for the Kx application and associated core database and web complements including:
· 2 Application layer servers (Windows Server 2003 with IIS 6)
· 2 Database servers (SQL Server 2005)
· 1.25 TB of SAN storage providing the database server filesystem as well as file storage for artefacts held outside the database.
·
Kx application modules deployed include:
· B&B
· Catering
· Student
· Contracts
· Properties
· Web service for eIT communication
· HR Personnel
· E-Induction
Note: support for the Kx Application remains with Kinetics Solutions.
Website facilities for internal/external use
The provision of hosted website facilities for the use of Accommodation Services in the public and internal facing web present (note: this will not include any direct support for the University Website implementation).
Interface with Student systems
Automated data transfer facilities between the Student and Kx applications
MyEd Channels for student/staff
The components comprise of:
· Edinburgh First
· On-line Catering Bookings
· Kx Self Service Module
· Students contracts (Properties)
· myAccommodation channel (Contracts and e-Induction)
3.2 Services provided
IS Applications Division will undertake to provide the following support services for the systems identified in section 3.1:
Examples of support services provided are:
· Fault investigation and resolution
· Assessment of functional enhancement request
· Minor enhancement working with the resource allocation
· Liaison with other teams involved in support of the system, both internal and external (Kx)
· Maintenance of development/test environments for use in support and development activities
· Monitoring and reporting of the support service to the customer
· Technical support of the hosted infrastructure - management of backup and restore process, patching (of core operating system and database/web tier components), space management, disaster recovery, resilient configuration (including test failovers).
· Advice and guidance on technical issues around service
· Notification to Accommodation Services of Windows Critical patches to be applied and restart of KX Infrastructure with 48 hour in advance.
More detailed information with roles and responsibilities can be found in Appendix 1 of hosting Service Level Agreement is held in a separate document ACS-Hosting-SLA-[V1-draft].doc
4 Service Hours & Availability
The service will be available on a 24/7 basis and, as per all services hosted by IS Applications Division, our standard is 99.9% availability, excluding all planned downtime.
Any planned maintenance work that we require to carry out that will involve either a loss of service, or a risk of loss of service, will be advertised at least 10 working days in advance. As per standard IS Applications procedures, email notification will be provided to the Business Owner.
· Where possible we will offer a choice of three potential date / time combinations in order of preference, though where we are reliant on suppliers external to IS this may not always be possible.
· It is the responsibility of the Business Owner, or representative, to consult with internal users and respond if the preferred date(s) are not acceptable.
· Confirmation must be provided, within 5 working days, from the Business Owner, or representative, that the planned date for any service work is acceptable.
All planned downtime is advertised on the Service Log pages (http://www.managed-services-index.ed.ac.uk/alerts/) and also via the “IS Hosted Services” stream in the MyEd Announcements channel.
Unplanned downtime will be logged on the Service Availability Report (e.g. http://www.managed-services-index.ed.ac.uk/reports/) produced by IS Applications, where unplanned downtime is any instance which has not been agreed in advance. The impact of any unplanned downtime will be detailed on the report.
No additional monitoring beyond outages will be provided.
5 Service Support
5.1 Routine Support
In line with most IT support within the University, support service is routinely available from IS Applications between the hours of 9am and 5pm, Monday to Friday, excluding standard publicised University Holidays.
The Call Management System (CMS) should be used to report faults, enhancements and administration tasks for the service.
Requests for service will normally be raised by either the Business Owner (or nominated representative) or IS Support Team for the College/Support Area, as the first line user support.
Calls that cannot be dealt with by the IS 1st Line User Support should be routed for IS 2nd Line Support and sent via the CMS to the IS-Apps Applications Management CMS queue. This queue is managed by the Applications Management team within the IS Apps Production Management section.
An indication of priority and impact on the business should be included (see table below for classification. Additionally for critical incidents we recommend a phone call to the IS-Apps Applications Management Team Manager, or representative.
If IS Applications believe the priority of the call has not been classified correctly they will liaise with the Business Support Contact (see section 5.6 Roles and Responsibilities for details) to agree an appropriate level.
PriorityClassification / Description / Process
Critical / System is not operational; all functionality has been lost.
For production business critical faults that affect the whole system and would cause risk to overall objectives and reputation. / Critical incidents take priority above any other work. Although Production Management monitor the call queue for critical calls it is required that direct contact by phone is done by the person/team who has raised the call. Work on critical calls will be go on till the problem has been resolved or an acceptable workaround has been established. In case of wider University problems where a large number of services encounter critical issues Production Management will prioritise on which services to work on based on the University wide Disaster Recovery priority.
High / A main component of the system is not operational or a major area of functionality has been lost. This may also apply where a time dependent change is required. / High Priority calls represent the calls which Production Management will focus on. Calls marked as HIGH will also have to be part of the monthly (ongoing) priority list. Dates by when the work is required should be provided by the Accommodation Services business in order adequate planning can be performed. In case there are continuously high levels of HIGH calls above agreed budgets a decision will have to be agreed between Accommodation Services and Production Management what calls are being delayed in order to stay within budget.
Medium / A main component of the system is experiencing problems; there is a workaround available that enables normal business functions to continue. / MEDIUM calls will be performed once Priority calls are resolved or when time and budget allows are performed in parallel to resolving HIGH priority calls.
Low / A minor component of the system is not operational; normal business functions are not affected. / LOW calls will be actioned once all other calls have been resolved.
5.3 Out of Hours Support
Support cover outside normal working hours for exceptional pieces of work or where more detailed monitoring of the service is required can be requested in advance. Given the nature of the service it may be that we require colleagues from IS ITI Architecture, IS Network Services or IS ITI Unix Systems to also be present. For this reason we require a minimum of 4 weeks notice of any out of hours working arrangements.
Any out of hours work should be requested via the Applications Management team in the IS Apps Production Management section. Such requests should be sent as a CMS call, directed to the IS-Apps Applications Management CMS queue.
Any problems detected outside working hours should be logged as CMS calls at the earliest opportunity and directed to the IS-Apps Applications Management CMS queue. An indication of priority and impact on the business should be included. Additionally for critical incidents we recommend a phone call to the IS-Apps Applications Management Team Manager, or representative.
Critical incidents reported outside of routine support hours will be resolved on a best endeavours basis.
5.4 Support resource allocation
The support resource allocation to cover service work within IS Applications Division for the period August 1st 2009 – July 31st 2010 is 38 days per annum; 32 days of this are funded by Accommodation Services; 6 days are included as part of the hosting and support service for standard service tasks, reporting and communications. The total budget will be monitored within the IS-Applications Time Recording system through code ACSS01.
Should there be the need to exceed the agreed number of support days additional support days may be funded at that years’ daily rate on agreement by both parties.
Any single piece of work that requires in excess of 5 days effort should be scoped and costed at the time of the request and a decision made on whether it should be treated as a project.
5.5 Service meetings
Service reviews will be held between IS Applications Division and Accommodation Services on a quarterly basis to review the service. Service Reports will form the basis for discussion, the meeting will provide a chance to review the past work and also highlight any events that may affect the application or the support service in the future.
Service review meetings will also be the forum to agree priorities for any outstanding fault or identified enhancement work. The open calls will be reviewed and priorities agreed within the list faults and/or enhancements.
The following rolling schedule for the service meetings will be put in place with exact dates agreed between Accommodation Services and IS Applications as part of the ongoing planning of the service review progress (with the intention that these will occur on the Monday of the second full working week in the quarter):
Service Meeting Date / Period CoveredNovember / August – October
February / November – January
May / February – April
August / May - July
Additional meetings can be arranged as requested if there is a necessity to review the fault and enhancement work on a more regular basis. This may be to handle busy periods or where time critical work is required.
IS Applications will produce service reports for Accommodation Service on a quarterly basis. These reports will detail the following information for the previous period and look to future tasks within the area:
· Service status providing overview of support provision
· Resource usage details as agreed with the service owner such as service availability, KSR budget spend for the period and the year to date, system/application metrics
· CMS statistics on calls opened, closed and a breakdown of the current open calls
· Call prioritisation
· Any service issues that have arisen
· Key upcoming activities recorded in the Business Diary
The archive of service reports can be found here:
http://www.managed-services-index.ed.ac.uk/areas/accom/general/index.shtml
In addition, service targets for the future will be noted to track against activities undertaken in the next period.
The report will be distributed prior to the main quarterly service meeting and there will be the opportunity for Accommodate Services to contribute to its content with any general or specific commentary.