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New Mexico State University

ICT Service Level Agreement

Centra Server

Description: Centra is an internet based conferencing system that supports Voice Over Internet Protocol (VOIP), PowerPoint sharing, dynamic application sharing, whiteboard, etc. It is used for live meetings, classes, conferences, product demos, joint application work, etc.

About This Service Level Agreement:

This document is a Service Level Agreement (SLA) between Information and Communication Technologies (ICT) and the users of this service. The purpose of this document is to outline the expected service needs and the communication processes to be provided to the users of this service. By instituting this Service Level Agreement, the expectations and requirements of both parties shall be clarified and solidified.

This document covers production services and support including installation, configuration, monitoring, and maintenance of Centra servers and software applications.

Services Provided:

Under the terms of this SLA, ICT will provide the following services to the Centra users:

  • Act as primary liaison* to Centra users and the Centra Corporation. Maintain contacts and procedures for reporting and escalating problems within ICT and to Centra. Provide an annual report of Centra usage and capacity. (ICT/TS**)
  • Provide facilitator* and event leader* technical training and support (ICT/TS)
  • Maintain the Centra support website
  • Maintain the master schedule of Centra events (DE/MS**).
  • Review all maintenance plans, upgrade plans, etc., in conjunction with Centra users to ensure that modification of existing services are acceptably planned and executed (ICT/PSA & ICT/TS)
  • Install, configure, maintain, and troubleshoot the Centra production and development servers, including all associated hardware, systems software, and application software. Maintain up-to-date technical documentation of the NMSU Centra server and application. (ICT/PSA)
  • Actively monitor the “online” status of Centra for both the server and application. Report Centra outages including duration and causes (if determined) (ICT/PSA)
  • Provide billing information for annual and any ad-hoc support costs (ICT/PSA)
  • Servers and other equipment supported under this SLA shall be protected against configuration loss by the use of regularly scheduled backups. (ICT/CS)
  • Provide Centra in the “overall” disaster recovery planning (ICT)

 

* Roles include 1) primary liaison – primary person(s) responsible for Centra at NMSU; 2) facilitator- person designated in each college or department that will be responsible to schedule, oversee, and be responsible for each event scheduled in their area; 3) event leader – this is typically the instructor or meeting chairperson that is responsible for the agenda and content in an online Centra meeting/class; event participant - typically a student, employee, or guest that attends an online event.

** Abbreviations for ICT and other subunits: PCA= PCA Server Administration; TS=Training Services (formerly Scholarly Technology); CS=Computer Services; DE/MS – Distance Education Media Services

Under the terms of this SLA, the Centra users shall be responsible for the following:

  • Support the details of each Centra event using their designated facilitator.
  • Provide desktop application support for Centra participants including use of the appropriate browser, thin client installation, audio setup, and application troubleshooting.
  • Request events through the proper online procedure (see Centra web site) so that Centra events are placed on the calendar. (Note: Events not on the calendar are subject to interruption or termination caused by competing events, or server/application maintenance.)
  • Complete, in a timely manner, all testing required to ensure complete and successful upgrades
  • Adhere to Centra Partner-approved policies, procedures, and standards
  • Participate in decision-making efforts regarding database management issues—database cleanup, database standards, etc. (Event Managers and Admin)
  • Communicate shared Centra issues or best practices with the primary Centra liaison (ICT) and the various event facilitators

Disclaimer: Unless modified or amended, this SLA does not cover any services or troubleshooting not specifically identified in this document. Requested support outside the scope of this SLA must be negotiated in advance. The Centra users may elect to purchase certain services via the standard rate-based arrangements provided by ICT to the university community. Prices and procedures for such services are governed by the ICT standard rate-based service policies, and are not included in this agreement 

 

System Availability, Troubleshooting, and On-Call Support:

 

System Availability

System availability is defined as the hours when the systems covered by this SLA are scheduled to be available for customer access. With the exception of regularly scheduled maintenance and backup time periods, the systems supported shall be available for access seven days a week, twenty-four hours a day. Specifically, Centra is normally expected to be available for use 24 hours per day, 7 hours per day, 365 days per year, except for scheduled downtime. Various software maintenance and upgrades will be scheduled ahead of time and will not be counted against uptime. The uptime goal is 99% each semester. That is to say that 99% of all available hours Centra will be available except for scheduled downtime. Downtime is created by the hardware or software failing. Response to hardware and software failure is outlined in the following section. 

 

Troubleshooting, Response Time & Escalation

As soon as ICT becomes aware of a problem with the central Centra service - either through automated monitoring or by user contact - problem resolution will commence and continue until the service is restored or a suitable alternative has been provided.

 

Partners and facilitators shall be provided with a list of ICT contacts and shall be expected to follow the procedures outlined for problem resolution. After contacted, an ICT support contact will communicate a status back to the user that reported the problem within 30 minutes of contact. Depending on the user location, etc., an appropriate communication channel and frequency will be determined at this point.

If the ICT/TS support contact determines that the problem is usage related (e.g., how to include new participants), he/she shall attempt to assist the client. Support for event leaders and event facilitators are scheduled to be available during normal working hours. If the ICT support contact believes the issue to be server-related, he/she shall escalate the problem to the ICT/PSA group. Work on the problem should commence within 2 hours of initial contact. ICT will initiate escalation to Centra support as appropriate.

If the problem can not be resolved within a reasonable time (usually 4 hours or less) after work commences, if there is an impediment to resolving the problem outside the control of those working on it, or if there will be a major impact on the university caused by the out of service situation, then the appropriate ICT Director or Assistant Director(s) should be contacted to help resolve the problem. The CIO should be notified by the Director or Assistant Director(s) if the problem can not be resolved or if there will be a major impact to the university.

 

System Upgrades, Maintenance, and Replacement

The Centra users are responsible for assuring that the hardware and applications covered by this SLA have an appropriate level of service from the vendor. When hardware or software replacements are required, it shall be the responsibility of the Centra users to purchase the necessary items. Equipment which ceases to function shall be repaired or replaced at the discretion and cost of the Centra users.

 

ICT shall provide one (1) week notice of any planned outages/changes to the systems or services covered by this SLA unless otherwise negotiated with all active facilitators. In emergency conditions or in the event of an unplanned outage, ICT shall provide as much notice as possible.

 

Service Assurance and Feedback

Users should bring to the attention of the Liaison any matter that may require resolution.

 

In order to tailor the ICT charter to meet the growing and changing needs of its clients, feedback regarding the services provided under this SLA is valuable. The opinions of those whom we support are important, and shall help ICT provide better service and identify the future needs of our clients. Therefore, your ad-hoc input or participation in any customer satisfaction inquiries is greatly appreciated.