Service Level Agreement

1. Priority Levels

Priority levels determine response time for systems that become unavailable or inaccessible. Priority levels are defined during customer intake interviews. We proactively monitor server status. Please refer to “Support Hours” section below.

      • P1: 24/7, initial response is within one hour. On call systems administrator is automatically alerted if the system becomes unavailable or inaccessible. Requires extended system administration subscription.

      • P2: During business hours, initial response is within two hours. If after hours, initial response will be the next business day.   Requires standard system administration subscription.

      • P3: Non-production machines, typically test or development servers. Initial response is from 1 to 5 business days. Timeline for resolution depends on resources available at the time request for assistance was placed or how P3 system impacts production systems (e.g., software/code fix testing for immediate deployment on production system, etc.).

2.Hours of Coverage

Business Hours:

Monday through Friday, 7 am – 6 pm.

Off Hours:

Monday through Friday, 6 pm – 7 am,
including Weekends and Holidays

3. Service Requests

To obtain service and support, the customer will submit an incident ticket to the IT Service Desk using one of the following methods:

Incident priority is determined primarily on the basis of urgency and impact (see table below). Classify the urgency and impact rank level and indicate this information on the incident ticket.








Entire department, floor, branch, line of business affected.


Process stopped; customer cannot work. System and/or service is unavailable. Generally customers are unable to work and no workaround is available.


Greater than 5 business people affected.


Process affected; certain functions are unavailable to customers. System and/or service are degraded. May or may not have workaround available.


Less than 5 business people affected.


Process affected; certain functions are unavailable to customers.  The work can be scheduled.  System and/or service inconvenienced but still available.  Workaround available.


1 business person affected.


4. Server Hosting Features and Services Provided

      • Server infrastructure is situated in a physically secure, monitored data center with appropriate climate conditioning and redundant power systems.

      • Server infrastructure runs on fault tolerant components enabling high availability to virtual servers.  In the event that a server should fail, virtual servers automatically migrate and restart using spare capacity.

      • SAN/NAS based enterprise class data storage

      • 10 Gbps network connectivity

      • DNS registration

      • Firewall appliance protection

      • Monitoring of server network availability, running services, free disk space and

      • Network load balancing using F5 appliance

      • SSL certificates

      • Subscription based system administration, includes general OS maintenance and OS patching

      • Restoration of previous versions of the virtual server using snapshots. Restores can be performed directly from online disk storage for the last 14 daily snapshots taken.

      • Data restoration service beyond the 14 day snapshot retention period using off-site tape storage. Vendor expedited media retrieval fee and hourly system administration recharge may apply.

      • Off-site storage

5. Software Costs
Windows server, and Red Hat Linux operating system licenses included in service cost. Application and software licenses that are not part of the operating system will be purchased and provided by the customer.

6. Roles and Responsibilities

Customer (application or data owner, departmental technical liaison)
Contact Info: (name, phone number, email address)

      • Provide application resource requirements

      • Supply chart string for billing purposes

      • Provide end user technical assistance on customer installed application

      • Install and maintain server applications, document installation procedure

      • Provide application usage instructions and user training

      • Provide direction and approval in provisioning additional resources for supported servers

      • Authorize system administrative access to virtual server

      • Request and schedule special services (for example, installation of new equipment, after-hours support) well in advance with ITS Data Center Services and communicate changes to end users as appropriate

      • Report server availability issues to ITS Data Center Services.

Vendor, or if applicable application, database specialist, or developer
Contact Info:   (name, phone number, email address)

      • Install, configure or upgrade custom web or database driven application

      • Analyze and troubleshoot core application issues

      • Develop and provide application configuration documentation

      • Recommend or implement application upgrades as needed

      • Consult with data center services and application owner during troubleshooting root

ITS Data Center Services (service provider, system administrators)
Contact Info: Place call with IT Service Desk at 514-4100
Email: [email protected] to create and route SN ticket to Data Center Services

      • Provide and maintain machine virtualization hosting infrastructure

      • Provide server operating system level maintenance and support

      • Periodically apply operating system critical updates and security patches

      • Monitor server operation

      • Grant or revoke server access privileges

      • Perform backup jobs and provide disaster recovery assistance as needed

      • Secure servers on the network by configuring firewalls or intrusion prevention systems
        For details on server resource and system administration services provided, please refer to

7. Change Management

Customer requests for planned changes in service (e.g., setting up a new server, operating system upgrades, application release upgrades or reconfiguration, or installing new application, etc.) will require sending a Service Now ticket at least 14 days in advance.  ITS Data Center Services will respond to requests for service received with appropriate advance notice within 2 working days.  ITS Data Center Services will assess change resource requirements and provide a cost estimate to the customer for approval in order to proceed with the request.  A change control plan will be created in Service Now that will document procedures, communication, as well as staffing and vendor coordination required to minimize disruption of services.

8. Recharges
ITS Data Center Services will provide a cost estimate for hosting virtual servers. Approval for recharges by the customer is required prior to virtual server provisioning. Virtual server installation and up to 4 hours of initial configuration are offered at no cost. Subsequent technical consultation resulting in system changes, operating system upgrades or application enhancements may incur hourly system administration recharge. For the current recharge rates, please refer to

9. Agreement Review
This document will be reviewed annually by the customer and ITS Data Center Services for revisions as needed. In the absence of the completion of a review, the current support agreement will remain in effect.