Residence Halls Network Service Level Agreement (SLA)
A PDF version of the Residence Hall Network Service Level Agreement can be found here: Residence Halls Networks SLA
RESnet Backbone Service Level Agreement (SLA)
University Technology Services
- 1.0 Overview
- 2.0 Purpose
- 3.0 Terms of Agreement
- 4.0 UTS Communications Services Responsibilities
- 5.0 Customer Responsibilities
- 6.0 Performance Measures
- 7.0 Problem Resolution
- 8.0 Upgrade
- 9.0 Accountability
- 10.0 Specifications
- 11.0 Demarcation Points
This Service Level Agreement (SLA) is between the Oakland University University Technology Services (UTS) and the Department of University Housing. Under this SLA, UTS agrees to provide, while the current network configuration is in place, a complete backbone for the delivery of IP data services (hereafter referred to as backbone services) to the student resident population.
This SLA also covers performance, reliability and other pertinent topics; in particular, it lists key responsibilities of UTS and the Department of University Housing.
The purpose of this SLA is to establish a cooperative partnership between the Department of University Housing and UTS by clarifying roles, setting expectations and rates, and providing mechanisms for resolving problems.
This service is provided on an ongoing basis. From time to time it may be reviewed and modified by agreement of both the Department of University Housing and UTS. If UTS finds it necessary to alter this service level agreement it will notify the Department of University Housing four (4) weeks prior to the date the change take effect.
5.0 IT Communications Services Responsibilities
OU UTS Communications Services shall:
- 5.1 Evaluate, engineer, purchase, configure, install, troubleshoot and maintain the backbone data network switches, servers, and software as covered by this agreement, or as deemed appropriate by UTS if not covered.
- 5.2 Provide a connection to the Campus Internet backbone
- 5.3 Provide maintenance of the hardware and software relating to the backbone during weekday business hours, 8:00am to 5:00pm, and goodwill service, if available, at other times. Goodwill service is not guaranteed on weekends or holidays.
- 5.4 Diagnose all reported backbone problems.
6.0 Department of University Housing Responsibilities
The Department of University Housing shall:
- 6.1 Provide the name of a primary technical contact to UTS. This shall be the person or company who will be responsible for the coordinating, scheduling and servicing the RESnet hardware and software of the Department of University Housing.
- 6.2 Provide to UTS the contact information for the primary technical contact.
- 6.3 The Department of University Housing must provide support to the users of the network, including, but not limited to the following:
- Distribution of software specific to network connectivity and use
- Distribution of applicable documentation for this network
- Readily available training in the use of the network.
- Documentation covering copyright, fair use, abuse, and other issues of appropriate content
- Documentation covering the proper technical use of this service
- Provide awareness training and information about University appropriate use guidelines found at www.oakland.edu under administration and administrative policies and procedures, particularly section 800.
- 6.4 The Department of University Housing or its customers/end-users are responsible for all content.
- 6.5 Maintain their hardware such that it does not compromise the performance or integrity of the LAN or Oakland University network backbone.
7.0 Performance Measures
- 7.1 Technical Performance
- If a an end-user or the Department of University Housing compromises the performance of the LAN or Oakland University Backbone infrastructure, UTS will take appropriate action to restore performance (if possible) or take other action as provided for in the university appropriate use policy.
- 7.2 Maintenance Performance
- Except as covered below, UTS attempts to ensure functionality of its network service 24 hours a day, 7 days a week, 365 days a year with the exception of a weekly maintenance window that occurs between 4:00am and 8:00am on Wednesdays. Hardware and software upgrades, when required, will be coordinated with the Department of University Housing primary technical contact. In general, availability will only be changed by negotiation between the Department of University Housing and UTS. In the rare circumstance that UTS must alter system availability, we will notify the Department of University Housing as soon as possible.
If the Department of University Housing experiences a problem with their service, contact the UTS Help Desk via a telephone call at x4357 or email the firstname.lastname@example.org .
- During normal business hours (i.e., 7:30 AM to 6:00 PM Monday through Friday, excluding holidays), the Help Desk will work with the Department of University Housing to determine where the problem lies. If the problem appears to be with UTS equipment, the Help Desk will notify a network engineer, and the technician will respond within 60 minutes. If on-site support is required during normal business hours, UTS will have a network engineer on-site within four (4) business hours of notification from the Help Desk. To conclude a problem, a problem resolution call will be placed within 60 minutes of problem resolution.
During non-business hours (i.e., 5:00 PM to 8:00 AM Monday through Friday, weekends and holidays), repair service is not generally available.
Unscheduled downtime for the service due to "typical problems" (e.g., misconfiguration and hardware failures) is targeted not to exceed .2% of scheduled availability during a one year period (17.52 hours, approximately 2 working days). A typical problems and emergencies (e.g., vandalism or fire) will be handled according to the UTS disaster plan. Business recovery with intact facilities is expected between 4 to 12 hours from the time of onsite access to a problem. Business recovery with damaged facilities is dependent on the damage and will proceed after insurance assessment.
8.0 Problem Resolution
To help determine the existence and scope of a possible problem, the Department ofHousing primary technical contact may call the UTS Help Desk at x4357. Similarly, UTS will contact the primary technical contact by email, phone or pager to address any infrastructure problem being caused by the Department of Housing’s equipment or other attached hardware. When performance measures do not meet the standards specified in this SLA, the Department of University
Housing and UTS will jointly work to:
- Identify the cause of the problem.
- Resolve the problem as quickly as possible.
- If a resolution is not achieved within four (4) business hours, then the Assistant
Vice President University Technology Services and the Director of Student Housing will be notified.
Backbone software and hardware upgrades are at the discretion of UTS and cover only the UTS hardware. These upgrades will be made with minimal disruption of service.
UTS warrants that all reasonable measures within its resources shall be taken to ensure the performance, availability, and integrity of the equipment as covered in this agreement. UTS assumes responsibility for the hardware and software that it provides to execute this SLA, as well as for the actions of UTS staff. The Department of University Housing agrees not to operate their equipment in a manner that compromises the Backbone or violates applicable policies. The Department of University Housing also assumes responsibility for any misuse of their equipment by users and will remedy any such situations.
UTS retains its role in setting the standards and specifications for all communications infrastructures. It is the responsibility of the Department of University Housing to ensure compliance with these specifications.
12.0 Demarcation Points
- 12.1 In all residence hall buildings the RESNET network demarcation point will be the fiber-optic patch panel connector. The patch cord to the switches and all copper and wireless points beyond the switches are the responsibility of the Department of University Housing.
- 12.2 Fiber optic patch panels and inter-building and inter-closet fibers and relay racks are the responsibility of UTS. More specifically, backbone and riser fiber optic cables are the responsibility of UTS.
- 12.3 Telecom Equipment, ADMnet Equipment, ACAnet equipment, cables, patch cords, wireless connections, or other connections to these or other networks remain the responsibility of UTS or other responsible
For further help, please email <<MailTo(email@example.com)>>, visit us at 202 Kresge Library or call (248)370-4357 Monday-Friday, 8 am - 5 pm.