INFORMATION TECHNOLOGY SERVICES Information Technology Services: Service Level Agreement (SLA) SLA Number: 100 Related Service Level and Operating Level Agreements: Comments: SLA Revision History Date Author Version Description 2/2/2015 John Atchison 1.0 ITS Support Service Level Agreement Purpose of a Service Level Agreement A Service Level Agreement (SLA) is an agreement between an IT Service Provider and a Customer that is outside of IT. An SLA describes the service being delivered, documents service level targets and specifies the responsibilities of the IT Service Provider and the Customer. An SLA describes the expectations of the Customer and a commitment by the Service Provider to meet those expectations. In cases where there is concern regarding the specific goals of this agreement, it is the mutual best interest of the Customer and IT Service Provider to work together in a spirit of cooperation, civility and collegiality to effect success. 1
Purpose of a Service Level Agreement... 1 Scope... 3 Description of Services... 4 Service Hours... 5 Service Availability... 5 Service Monitoring and Events... 5 Incidents and Service Requests... 5 Change Management... 5 Request for Change (RFC)... 5 Client Patch Schedule... 5 Server Patch Schedule/System Maintenance... 5 Security and Governance... 6 Antivirus Software... 6 Secure Password Policy... 6 Data Protection... 6 Acceptable Use Policy/Responsible Use Policy... 6 Service Reporting and Metrics... 6 Service Reviews and Continual Service Improvement... 6 Training and Documentation... 6 Issue Escalation... 6 Contact Information... 7 2
Scope This agreement is made between all BISD Stakeholders ( Customer ) and The Information Technology Services Department ( Service Provider ). 3
Description of Services Priority Description Examples 1 Service Request: Hardware / Software Break Fix Items and Procedures Emergency SLA: 4 Hours Immediate attention required. District-wide system or network completely unavailable with no available alternative. Fiber connection damaged High priority district-wide application system or network is unavailable. High - Testing SLA: 1 Day Medium Instructional SLA: 3 Days Low Administrative SLA: 4 Days Vendor Dependent District Dependencies Major system component is unavailable with no alternative. Work group/campus is unable to access network services. Required student testing using technology and online component is unavailable. Process: 1. Customer Service Specialist is unable to resolve problem via phone or remotely. 2. ITS will assess all campus service requests within 24 hours and assign to appropriate technology staff, when technology service is needed. 3. ITS staff will respond to problem and make a best-effort to resolve the issue. ITS staff will escalate issues to appropriate specialist for resolution when necessary. 4. ITS will verify with client that issue has been resolved. Same process as listed above. Campus instructional or administrative strategic server is unavailable. High-level administrator is unable to work. Software subsystem is unavailable. Instructional lab is unavailable. Items included: computers, laptops, tablets, projectors, phones, printers, cartridges, monitors, scanners, cameras, software, interactive whiteboards, and multimedia devices. Items listed above. Issue is awaiting delivery or service by an external vendor (includes off-site repair or waiting on parts). Issue is awaiting information from a district administrator or customer response. 2 Security Access: Network Access Modifications including Internet Access and Passwords High SLA: 1 Day Medium - Instructional SLA: 3 Days Low SLA: 4 Days District Dependencies Requests include: Password reset Requests include: Additional accounts/access rights modifications Block/Unblock websites Note: Inappropriate websites will be blocked immediately. Training: Provide administrative, technical, or educational technology training. Issue is awaiting information from a district administrator or customer response. 3 Acquisition: Process Technology Acquisition Orders by Procuring Equipment for Customers Emergency SLA: 1 Day Low SLA: 4 Days Scheduled Scheduled 1. Orders and requests for technology equipment received through the service request system. Orders can include bond budget codes and non-bond budget codes. 2. Service requests to deliver new equipment or pickup obsolete equipment. Technology Procurement: Ordering and procuring new technology. Warranty Work: A technology item requires repair or maintenance that is covered by warranty from an external vendor. Assigned by a service representative. Project Task: New installations or maintenance, application systems upgrades, or conversions. Items included: computers, laptops, tablets, projectors, phones, printers, cartridges, monitors, scanners, cameras, software, interactive whiteboards, and multimedia devices. Varies due to vendor Agreed Need Date 4
Service Hours The Information Technology Services department is available for support 7:30 a.m. to 4:30 p.m., Monday through Friday, excluding school and national holidays as noted in the school calendar. Please refer to school calendar for a list of dates. Service Availability The ITS department strives to ensure service availability and uptime of 99.9% with no more than 2 unplanned outages or service interruptions per month not to exceed 30 minutes in duration. A service interruption is defined as complete loss of service to a specific system or service. Service Monitoring and Events The ITS will make a best effort to monitor critical systems and services using a variety of industry tools, and respond to critical system events, alerts, and/or outages. Incidents and Service Requests Service interruptions will be communicated via the Customer Support Center and through the use of district-wide email. Customers should visit the Customer Support Center to review the status update of systems and services, or contact the Customer Support Desk at 830-357-HELP (4357) during normal business hours for status inquiries. Change Management Customers should contact the Customer Support Desk at 830-357-HELP (4357) to request assistance or submit a service request via the Customer Support Center. Request for Change (RFC) If a change is requested that would affect 30 or more individuals, a Request for Change (RFC) must be submitted by a member of the ITS Department and approved by an RFC Approver, Director Level or above. Client Patch Schedule All Windows clients are patched on a weekly patch schedule. Updates are installed every Friday at 10:00 p.m. Workstations that are not logged into will reboot after installation of updates. Workstations that have a user logged in will initiate a 15 minute countdown to reboot. Server Patch Schedule/System Maintenance In order to maintain the integrity of our infrastructure, the ITS Department conducts frequent patching of servers. While certain maintenance schedule may vary depending on urgency, we will maintain a normal maintenance window of Friday 5:00pm to Sunday 6:00am. During this maintenance window schedule, systems and services may be unavailable. 5
Security and Governance All Boerne ISD devices are protected by a perimeter firewall, anti-virus gateway, and spam filter to ensure reliability and protection within the organization. Antivirus Software A best effort is given to ensure that all applicable devices have a local anti-virus software installed that is centrally monitored. The anti-virus software performs daily updates and scans of machines to ensure that they remain protected. Secure Password Policy In order to maintain security, Boerne ISD has adopted a strict password policy. Your password will expire every 188 days and must be a minimum of seven characters in length. Please note that the ITS Department will never ask for your password over email and any attempts to retrieve your password by another individual should be reported to the ITS Department immediately. Data Protection In order to keep your data safe and secure, all network shares and systems are password protected. In addition, your online data is backed up and encrypted daily to ensure confidentiality and ensure recoverability. Acceptable Use Policy/Responsible Use Policy All district employees are expected to sign and agree to the District s AUP and device agreements. Please refer to those policies on the BISD website for more information. Service Reporting and Metrics The ITS may provide monthly detailed reports measuring our levels of service in areas of Customer Support and system and service availability. These reports are intended to provide all BISD stakeholders with a snapshot of our performance levels and serve as a baseline for reliability and improvement. Service Reviews and Continual Service Improvement The ITS Department is constantly looking to improve our level of service. In order to measure our level of success, we may ask you to participate in surveys to help us mark our achievements and identify areas of improvement. Your honest feedback is greatly appreciated. Training and Documentation To assist you in resolving your service issues as quickly as possible, we may develop training material and/or documentation to aide in rapid resolution. In addition, you may visit the Knowledge Base on the Customer Support Center to browse specific knowledge entries that assist with diagnosis, troubleshooting, and repair of specific topics. Issue Escalation If your submitted request needs the expertise beyond the scope of a specific support team, it may be escalated or transferred to the appropriate team, department, or support personnel to assist you with resolution. 6
Contact Information Customer/Department Name Information Technology Contact Phone Number E-Mail Customer Support Desk 830-357-HELP (4357) help@boerne-isd.net Technology Department Main Number 830-357-2100 7