Effective Date: 2/15/2023
- Agreement Overview
This Agreement represents a Service Level Expectation (“SLE” or “Expectation”) between OIT and Student Learning department, CYS, WDD, CNS and CPT, collectively known as “Student Learning” for the IT services required to assist in remote support of the Student Learning servers.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
2.Goals & Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support to the Student Learning departments for student learning/labs.
The goal of this Agreement is to obtain mutual agreement for OIT services between OIT and Student Learning department.
The objectives of this Agreement are to:
- Provide clear reference to service ownership, accountability, roles and/or responsibilities.
- Present a clear, concise and measurable description of service provision to the customer.
- Match perceptions of expected service provision with actual service support.
3.Stakeholders
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
IT Service Provider(s): Larry McKee, Executive Director of IT Compliance, OIT. (“Provider”)
IT Customer(s): Student Learning department(“Customer/Users”)
Administrative: Hector Yanez, Sr. VP Student Learning
4.Periodic Review
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Compliance Technical Specialist (“Document Owner”) is responsible for facilitating regular reviews of this document with the Student Learning department. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
Compliance Technical Specialist: OIT
Review Period: Yearly (12 months) Previous Review Date: 09/01/2022 Next Review Date: 09/01/2023
5.Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
- Service Scope
The following Services are covered by this Agreement:
- Scheduled Maintenance:
- All Planned maintenance should be communicated 7 days in advance for any major changes or work that takes place in the Data Center.
- Communication between OIT and Student Learning should take place via group email or group chat to all affected parties.
- Scheduled Emergency Maintenance
- Scheduled Emergency Maintenance should be communicated as soon as the maintenance need is known or within 0-6 days in advance of the maintenance period, whichever is sooner. Any emergency maintenance that cannot be planned will follow guidance set forth in section 5.1.2.
- Unplanned Emergency Maintenance:
- Emergency On-site assistance for the Student Learning servers during regular working hours (Monday - Friday): 8:00 am to 5:00 pm with a response and a tech on site within 10-30 minutes.
- Communications via the group chat to dispatch a tech as quickly as possible to help troubleshoot.
- Emergency On-site assistance outside of normal working hours:
- OIT and Student Learning will work together to resolve and respond to any emergency issues. Remote support will be available by the following individuals as required:
- Craig Franke
- Dale Harris
- Karen Stevens
- If onsite assistance is needed, OIT and Student Learning will utilize the following calling tree for emergency assistance.
- Primary (Key Holders)
- Jim Hogue
- Dale Harris
- Karen Stevens
- Ron Edwards
- Tab Ali
- Zach Bratcher
- Terry Michael
- Backup Authorization (emergency Only)
- Shannon Ferguson
- Jill Schulte
- Larry McKee
- Communications via the group chat to notify an issue requiring immediate access to the Data Center.
- Notification to:
- Shelli Scherwitz
- Emanuel Palacios
- Craig Franke
- Andrew Phillips
- Support
Any incident or request for assistance, connectivity or access to Student Learning equipment regarding power, HVAC, hardware, or network failure.
- Initial investigation and response to above mentioned issues will be handled by whomever first discovers the issue.
- Student Learning and OIT technical staff will work together to quickly resolve the issue or provide a work around to get services up and running.
- Responsibilities and Roles:
- OIT will provide a climate controlled facility to house equipment and devices to support Student Learning.
- Floorspace
- 19” data equipment racks for Student Learning devices.
- OIT will manage or maintain the TSTC network and data center environment that provides power, lighting, HVAC, physical and network security, and network/Internet access services to the equipment and devices.
- In the event of a major issue, a communication will be sent out from the Helpdesk.
- Communication will be shared regarding issues that affect any and all aspects of Student Learning equipment or services.
- OIT will provide enterprise domain naming (DNS) and authentication services (OKTA)
OIT will track operating system versioning and end of support and will communicate changes and updates to Student Learning primary contacts.
- Student Learning will maintain hardware, software, and services on wholly owned equipment
- Mother and daughter boards, network interface cards, hard drives, memory, video cards, power supplies, and all directly connected or component equipment.
- NDG NETLAB+ VE servers, power distribution units, security appliances, routers and switches
- Operating systems and updates, applications and version management of all installed software
- Data and environment backup and restoration
- NDG NETLAB+ VE software updates
- NDG NETLAB+ VE licensing and certificates
- Student Learning will Implement and manage configuration on owned equipment
- Private clouds, virtual devices, and individual student’s learning environments within the Microsoft Service Center Virtual Machine Manager and Windows server environments.
- Power distribution units, control switches, and ESXi servers within the NDG NETLAB+ VE environment.
- Scope of responsibilities
- Each party will access only their owned devices and servers. In the event that there is a fault or issue that crosses ownership, all parties must be involved.
- Each party will add or remove network cabling only between their owned devices. If network cabling requires upgrade, change or replacement between Student Learning and OIT equipment, all parties must be involved.
- Replacement, removal or additions of physical devices in the datacenter will require an OIT help desk ticket created for change management documentation with notifications to affected parties.
- Requirements for Data Center Access
Responsibilities and/or requirements for access to a secured TSTC data center include:
- CJIS training and a CJIS approved background check will need to be completed by each individual who will have access.
- Submitting a copy of the completed CJIS training to OIT upon initial completion of the training and upon renewal of training every two (2) years.
- Office of Information Technology (OIT) Requirements
The Office of Information Technology responsibilities and/or requirements in support of this Agreement include:
- Meeting response times associated with service related incidents as needed.
- Appropriate notification to the Student Learning department for all scheduled maintenance.
- Appropriate notification to the Student Learning department of any power, HVAC, security or network outages or transfer to backup systems.
- Appropriate notification to the Student Learning department of operating system end-of-support announcements.
- If network cabling changes are needed on a switch or network device, OIT will contact the Student Learning department to assist with the changes in the Waco-SSC Data Center when it concerns the Student
Learning department’s equipment or may have an impact on their devices.
- Any physical changes made in the datacenter will need an OIT help desk ticket created for change management documentation with notifications to appropriate departments.
- This does not include the addition, removal or replacement of any equipment behind the main NDG NETLAB+ VE server (security appliances, switches, routers,servers).
6.Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
- Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
- E-mail, Chat, and Telephone support for OIT Help Desk:
- Weekdays: 7:00 A.M. to 9:30 P.M. (excluding holidays)
- Weekends: 8:00 A.M. to 5:00 P.M. (excluding holidays)
- Calls, Chat, and E-mails received out of office hours will be handled the next day.
- Emergency On-site assistance for the Student Learning department servers in the Waco-SSC Data Centers during regular working hours (Monday - Friday):
- 8:00 am to 5:00 pm with a response and a tech on site within 10-20 minutes.
7.Access
- Waco-SSC Data Center access by the Student Learning department.
- Access is granted upon completion of CJIS training and CJIS background check. Until access is granted, authorized individuals must accompany guests and may not leave guests unattended in the data center. Guests or groups of guests must be logged via the Visitor Access Form in each data center.
- All employees entering the Waco-SSC Data Center are required to sign in on the log book near the entrance.
- The information included in the log must include time of entry and exit. The name of the person entering, the reason for entry, and the date of entry.
- All devices being added or removed need to be logged on the physical log and an OIT help desk ticket created for the addition or removal of devices for change management purposes.
- Training materials will be provided
Contact information
Link to Signed Agreement: https://drive.google.com/file/d/1cECJJdsINjULxI2bJxx-Gv-0sNSR-MiW/view?usp=share_link