ICT Service Level Agreements

Environmentally Controlled Computer Room

Description: Provide an environmentally controlled location for computer equipment maintained or supported by ICT, that are deem critical to New Mexico State University.  This will include temperature, humidification, electrical power (to include power filtered and maintained by a UPS), fire detection/suppression, and a safe/secure location. 

About This Service Level Agreement:  This document is a Service Level Agreement (SLA) between University Computer Center (UCC) and the ICT users of this service. The purpose of this document is to define the service provided, expectations of the service, user requirements, and escalation procedures.  

Services Provided:
Under the terms of this SLA, UCC will provide the following services:

·        Monitor the Computer Room temperature range is between 50 to 95 degrees.

·        Monitor the Computer Room for relative humidity is between 20% to 80%.

·        Provide filtered power through the 160 KVA UPS or equipment deem critical to networking NMSU (as per Norma Grijalva) will be installed on a redundant 10 KVS UPS system.

·        Monitor the fire detection/suppression system within the Computer Room.

·        Provide and monitor a safe and secure location for equipment maintain or supported by ICT.

·        This is to include a clean orderly Computer Room environment.

·        Provide training classes to all users as needed, on the electrical power, fire detection/suppression, and security system.

Under the terms of this SLA, the users of this service will be responsible for the following:

·        Abide by all ICT-UCC policies covering electrical power, fire detection/suppression, security, safety, eating and drinking in the Computer Room and Computer Room cleanliness.

·        Contact UCC about suspected problems.

·        Pre-approval must be obtained before any equipment is to be installed. The approval process will include power requirements, size, equipment weight, and any other special requirements.  

Computer Room Monitoring, Problems, and On-Call Support
The Computer Room is monitored six days a week, twenty-four hours a day. Sunday, and holidays the Computer Room is unmanned. During holidays a person will make rounds once a day to check the Computer Room and the entire Computer Center Building. As soon as UCC has been made aware of a problem a Severity Level will be assigned and resolution or escalation will continue.

If a problem is perceived in the Computer Room or the Computer Center and the Severity Level is a 1 or 2 (see Severity Levels), escalation will commence at once.  

Severity Levels

Severity 1:
Major Impact with high visibility to all users.
Target Resolution Time: 4 Hours

Severity 2:
Significant Impact with high visibility to many users.
Target Resolution Time: 8 Hours

Severity 3:
Impact with visibility to some users.
Target Resolution Time: 1 Work Days

Severity 4:
Minimal impact with little to no visibility to users.
Target Resolution Time: 3 Work Days

Escalation

Severity 1:
The Manager of University Computer Center will be called after it has been determined to be a Severity 1 problem. During guaranteed up time the Manager of University Computer Center will notify the Director within 30 minutes and the CIO after one hour of down time. Non guaranteed up time the Director will be called after two hours of down time, the CIO will be notified between two to fours hours of down time, the Key Administrative and Academic Users will be notified between four and eight hours of downtime, and Key Executives will be notified after eight hours of down time.

Severity 2:
The Manager of University Computer Center will be called after it has been determined to be a Severity 2 problem. During guaranteed up time the Manager of University Computer Center will notify the Director within 1 hour and the CIO after two hours of down time.Non guaranteed uptime the Director will be called between two to four hours of down time, the CIO will be notified between three to five hours of down time.

Severity 3:
The Manager of University Computer Center will be called after it has been determined to be a Severity 3 problem. During guaranteed up time the Manager of University Computer Center will notify the Director after two hours and the CIO after four hours of down time. Non guaranteed uptime the Director will be notified between four and eight hours of down time. 

Severity 4:
The Shift Supervisor will be notified after it has been determined to be a Severity 4 problem. The Manager of University Computer Center will be notified at the start of the next working day.

Service Assurance and Feedback
Users should bring to the attention of the Liaison any matter that may require resolution. 

Client feedback regarding the services provided under this SLA is important and will help UCC provide better services and identify the future needs of our clients. Therefore, your assistance with any customer satisfaction surveys that you may be presented with is greatly appreciated.