Embed Size (px)
Citation preview
UIUC Web Hosting SLD/SLA
CITES Service Level Definition/Agreement
This template provides a general description of the intent of the service level agreement (SLD/SLA) as well as the customers, users, approval and review process, and a definition of the terms used in the document.
Table of Contents:
1.0 Statement of Intent 1.1 Approvals 1.2 Review Dates 1.3 Time and Percent Conventions
2.0 About the Service 2.1 Description 2.2 User Environment
3.0 About Service Availability 3.1 Normal Service Availability Schedule 3.2 Scheduled Events That Impact Service Availability 3.3 Non-emergency Enhancements 3.4 Change Process 3.5 Requests for New Users
4.0 About Service Measures
1.0 Statement of Intent This service level definition/agreement (SLD/SLA) documents the characteristics of an IS service that is required by a business function as they are mutually understood and agreed to by representatives of the customer groups. The purpose of the SLD/SLA is to ensure that the proper elements and commitment are in place to provide optimal data processing services for the business function. The customer groups use this SLD/SLA to facilitate their planning process. This agreement is not meant to override current procedures, but to complement them. Service levels specified within this definition/agreement are communicated on a monthly basis to the customer group representatives.
1.1 Approvals Table A.1 shows which business groups and IS groups share ownership of the service, and their representatives have reviewed and approved this SLD/SLA.
Ownership Type Organizational Group RepresentativeBusiness Unit or Customer UIUC None
IS Services CITES DS Richard Williams Computing Services DS Technical Services Alex Breen
Table A.1 Organization Representation
1.2 Review Dates Last Review: 4/18/07 Next Review:
1.3 Time and Percent Conventions This SLD/SLA uses the following conventions to refer to times and percents:
• Times expressed in the format "hours:DRminutes" reflect a 24-hour clock in the central standard time zone.
• Times expressed as a number of "business hours" include from the hours from 8:30 to 17:00.
• Times expressed as a number of "business days" include business hours, Monday through Friday, excluding designated holidays.
The symbol "---" indicates that no time applies in a category (for example, no outages are scheduled for a day).
2. About the Service This section provides a description of the service and the user community, including their physical location.
2.1 Description DS (Departmental Services) offers departments and units at the University of Illinois the option to host websites from DS supported web servers. The following service matrix defines the web hosting service:
Features Plan Charges Website Hosting fee $450/year One-time setup fee None Data transfer (MB/month) Up to 10GB/month Disk space (MB) 500 Email account/forwarding options
$5/month/account
Web usage statistics Default web site analysis available at no additional cost.
UPS power backups Yes Daily backups Yes Customer support (email, phone?)
Support via CGI local directory No Active Server Pages Yes Perl scripts (Active Perl version 5.8.4.810)
Yes, simple script execution
.NET Framework Version 1.1, Version 2.0 and Version 3.0
FrontPage Server Extensions Yes SSL secure server Require purchase of certificate. SQL database support $450/yr See database hosting SLA Additional disk space $25/500MB Additional data transfer (MB/month)
$10/GB/month
Bluestem (version 1.1.2b) Yes
Billing: Billing is done at the start of every fiscal year. New hosted sites that join in the middle of the fiscal year will have their fees pro-rated. Hard limits are not currently placed on disk space and data transfer. A baseline cost based on disk space will be assessed at the beginning of the fiscal year. Disk space and data transfer usage will be monitored on a monthly basis. Clients will be notified of their utilization in a monthly web site analysis that they receive. A grace period of one month is applied to every client that exceeds their allocated disk space and data transfer. This means that a client is only charged for additional disk space and data transfer after two consecutive months above the allocated limits. This additional amount (based on the previous matrix) is then charged to the unit via a mid-fiscal year invoice. If a client falls below a purchased disk space utilization level, that reduction in cost will be reflected in the baseline cost calculated at the start of each fiscal year.
Hardware: The hosting servers are multiprocessor 2.8GHz Xeon systems with 3GB of RAM, running Microsoft Windows Server 2003 R2, and Microsoft IIS 6.0 web server. The servers are fault tolerant with RAID (0+1) and redundant power supplies. The servers are located in the CITES data center at DCL. The service has been designed for minimal downtime, but we don’t guarantee 24x7 service at the moment. However, we strive to achieve this and often do.
Access: Site maintenance can be performed via any WebDAV client, such as DreamWeaver and FrontPage, and author access provided by authenticating via UIUC AD accounts (http://www.ad.uiuc.edu/). Access is also provided via Microsoft share access. The service does include standard maintenance on user authentication changes to the hosted website. We allow customers to request regular user and author access changes six to seven times a year. These requests should be for less than 25 users. Requests that exceed this will be billed at a $75/hr rate. In addition, access rights to the hosted website can be administered by the unit itself. The unit would need to have an OU in the campus Active Directory. The unit would then need to create a group in that OU that they wish to have a particular set of permissions to the site. We would then grant that set of permissions to the group and the unit would control membership of the group.
Backups: As mentioned in the service matrix, daily backups are performed on the data. Restores of data due to server/service failures are completed at no cost to the client. User requested restores due to client destruction of data are billed at a $75/hr rate with a minimum charge of 1 hour for each incident. Website logfiles will be
maintained for six months. After six months they will be deleted. If you have a business case that requires the logfiles to be kept longer, let us know and we can send you the raw logfiles on a monthly basis. Website usage reports will also be kept for six months and then deleted.
Website Monitoring: Websites are monitored via Microsoft Operations Manager (MOM) using the following MOM management packs:
Website Naming: Website name redirection will be provided at no cost if it can be accomplished via server-side host headers. In cases where a server-side host header will not work, name redirection can be accomplished by the creating of a redirection website on the hosting server. In this case, a one time fee of $40 for each domain name redirection website will be charged.
Hosted Application Support: Hosted .NET applications can not over utilize server resources so as to detrimentally affect other hosted webs. DS reserves the right to temporarily suspend applications not fulfilling this service level. Clients .NET applications that require DS Hosting assistance or maintenance are updated via the following change control process: Regular Build Process:
• Hosting will install client code with appropriate ACL’s and test to make sure basic website is up.
• Clients should provide build as a ZIP file of entire web
• Clients are charged $30 for each build that takes under 15 minutes for Hosting to install. If the build takes longer than 15 minutes for Hosting to install, the client is charged $30 for this initial 15 minutes and then $75/hr for all time after this.
• Hosting will install client builds between 1:30pm and 4:30pm on Monday through Friday during non University holidays. Clients can schedule builds with Hosting either at least 2 business days prior to the desired build date or on a regular schedule. In either case, the build should be sent to Hosting by noon of the build day. Clients are charged $30 for scheduled builds that can’t be completed because the build is not ready by noon of the build day.
Emergency Build Process:
• Hosting will install client code with appropriate ACL’s and test to make sure basic website is up.
• Clients should provide build as a ZIP file of entire web
• Clients are charged $60 for each build that takes under 15 minutes for Hosting to install. If the build takes longer than 15 minutes for Hosting to install, the client is charged $60 for this initial 15 minutes and then $150/hr for all time after this.
Emergency builds are offered during 8am-5pm on Monday thru Friday. Emergency builds will be completed ASAP.
Other Notes: Email accounts are part of the Microsoft Exchange service (http://exchange-accounts.ad.uiuc.edu/default.htm). Clients are responsible for the purchase of the SSL certificate if secure access is required. Contacts for information and ordering: send mail to [email protected]. The web hosting service is a production service. This means that it is not designed as a development platform. User changes to the website go “live” immediately upon saving the web page. It is recommended that website development be done elsewhere and only final production web pages uploaded to the web hosting site. A developmental website may be offered in the future at an additional cost.
2.2 User Environment The business function is conducted in the following data processing environment as shown in Table A.2.
Eligible Users All departments, units, groups affiliated with the University of Illinois.
Where Service is Delivered Users can authenticate and access the web sites anywhere on the Internet.
Computer Platforms Required to Use the Service
All users must have IP connectivity to the client machine. Users can access web from any platform with a browser.
User Background or Training Required to Use the Service
Web development skills are necessary for web work.
Table A.2 Service User Community Characteristics
2.3 User Support Services
Phone Assistance 217-244-7000 800-531-2531 See http://www.cites.uiuc.edu/help/ for available hours.
Walk-in Assistance 1211 DCL See http://www.cites.uiuc.edu/help/ for available hours and further information.
E-mail Assistance Information:[email protected] General Help:[email protected] Specific Questions:[email protected]
Documentation/FAQ http://www.ds.uiuc.edu/webhosting/default.htm
Notification to Users of Service Changes
Send email to [email protected]
Service Status Information http://status.cites.uiuc.edu/
Reporting Problems with the Service
217-244-1000 [email protected]
Table A.2.1 Support Services for the User Community
Note: The scope of customer support covers issues with hosting servers/service and how to connect to the hosted servers. Customer support does not include web page design, SQL design, or programming. Contact CITES DS Software Services for cost based help with these issues.
3.0 About Service Availability This section provides information about the normal schedule of times when the service is available. It also describes the process for enhancing or changing the service.
3.1 Normal Service Availability Schedule Table A.3 shows the times the service is available for customer use.
Times Sunday Monday Tuesday Wednesday Thursday Friday Saturday
Start 0:00 0:00 0:00 0:00 0:00 0:00 0:00**
Stop 24:00 24:00 24:00 24:00 24:00 24:00 24:00
Table A.3 Service Availability **Adjusted when necessary for scheduled outages and nonemergency enhancements.
3.2 Scheduled Events That Impact Service Availability Regularly scheduled events can cause a service outage or have an impact on performance (such as slow response time). Table A.4 shows when these are scheduled to occur.
Times Sunday Monday Tuesday Wednesday Thursday Friday Saturday
Start 5:30 AM 5:30 AM 5:30 AM 5:30 AM 5:30 AM 5:30 AM 5:30 AM
Stop Noon 7:30 AM 7:30 AM 7:30 AM 7:30 AM 7:30 AM 10:00 AM
Table A.4 Scheduled Maintenance for the CITES Data center
3.3 Nonemergency Enhancements All changes that take more than four hours to implement or that impact user workflow are reviewed by the hosting service team for approval and prioritization. This team is currently comprised of Josh Mickle, Kevin Bird, Devin Gengelbach, Ben Farmer, and Alex Breen.
Enhancements and changes that do not require a service outage and that do not impact user workflow are implemented upon completion.
Enhancements and changes that require a service outage are scheduled outside business hours. Users are notified at least two business days in advance when a nonemergency service outage is required to implement an enhancement or change.
To request an enhancement, submit a problem by sending email to [email protected].
3.4 Change Process Changes to any hardware or software affecting the application should be requested by sending email to [email protected].
3.5 Requests for New Users To request a web site, requires notifying [email protected]. Requests are usually satisfied within 2 business days. Additional time may be necessary for URL alias creation. Units will be billed following the creation of the web site.
4.0 About Service Measures The Hosting Service Team monitors and reports the service quality. Table A.5 shows the service measures that are reported along with the performance targets.
Measurement Definition Performance Target Service Availability Percent The percent of time that
the application is available minus the impact time from any events (scheduled or unexpected) other than loss of network or other contingencies specified in 4.1
87.5%
User Response Time The time taken for the application to complete a user request and return a response
Problem Response The time required for a user to receive a response after reporting a problem to the Help Desk
1-High Priority Within 1 hour 2-Normal Priority Within 1 business day 3-Low Priority Within 2 business days
Problem Circumvention or Resolution Time
The time required for a user to receive a circumvention or a solution after reporting a problem to the Help Desk
1-High Priority Within 2 hours 2-Normal Priority Within 1 week 3-Low Priority Within 2 weeks
Table A.5 Service Quality Measurement
The Hosting Service Team prioritizes requests for support according to the following priority-level guidelines:
1-High Priority
The hosted web sites are not operational for multiple users during scheduled availability. A major function of the hosting service is not operational for multiple users during the hours that the service is scheduled for availability to users.
2-Normal Priority
A minor function of the hosting service is not operational for one or more users (who can continue to use other application functions). A user has questions about the hosting service functionality or needs assistance in using the service. A user needs administrative assistance.
3-Low Priority
The hosting service is not operational for one or more users outside the hours during which the service is scheduled for availability to users. A major function of the hosting service is reported as non-operational during the time period for which normal service is not available. Enhancement requests are logged as Priority 3-Low Priority, but are reviewed and scheduled by the hosting service team.
4.1 Service Dependencies
This service depends on other services offered by CITES or by other service providers. These services are listed below along with the service provider and where available the service level definition/agreement between internal CITES services or external vendors.
Service Dependency on Service
Service Provider
Power The hosting web servers are located in the CITES data center and are dependant on power to this location.
CITES, IP, and O&M http://status.cites.uiuc.edu/ http://opcenter.cites.uiuc.edu/ http://www.oandm.uiuc.edu/ (217/333-2082)
Campus Network Access
The hosting web servers are located in
CITES http://status.cites.uiuc.edu/
the CITES data center and are dependant on network access to this location.
http://opcenter.cites.uiuc.edu/
Environmental Controls
The hosting web servers are located in the CITES data center and are dependant on a stable environment at this location.
CITES http://status.cites.uiuc.edu/ http://opcenter.cites.uiuc.edu/
UIUC Campus Active Directory
Permissions beyond viewing of web pages are dependent upon the UIUC campus active directory to authenticate users.
CITES http://www.ad.uiuc.edu
Building Local Area Network (LAN) Environment
On-campus users connect to service via the building Local Area Network (LAN) environment and through connections to the UIUCnet backbone network.
Each building LAN is currently maintained by local network administrators. CITES provide connectivity services between buildings and UIUCnet backbone services. http://status.cites.uiuc.edu http://opcenter.cites.uiuc.edu/
Operations Center Problems with the service will often be reported to the Operations Center. Resolution of these issues is dependant on the Operations Center notifying the proper people.
http://opcenter.cites.uiuc.edu/
Table A.5.1 Service Dependencies
