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Service Level Agreement

Service Level Agreements provide a methodology for introducing and implementing reasonable expectations for our customers and the USIT department staff. It serves as a guide for establishing good, sound business relationships. USIT maintains a Service Level Agreement with our technology customers in order to set defined expectations for customers. USIT strives to maintain consistent quality of service. The SLA provides definitions of our service.

Definitions

• Application owner - Wes Pylka, FMIS Project Owner - Person requesting and managing specific projects within Image Site
• User - Person granted access by a Project Owner to specific projects

Services USIT Provides for Image Site Web

• Consultation with application owner regarding enhancements and upgrades Consultation with application owner, department leads in creating "projects"
• Maintenance and support of the hardware/software

Support

USIT provides support for Image Site in the following ways:

• New project set up - initiated by request of application owner New user set up - initiated by project owner System Maintenance - initiated by system necessity
• Documentation - provided to application owner, project owner and posted to FMIS web site to assist users.

Requests for access can be emailed to the FMIS Image Site Coordinator. All requests for access to projects must be approved by the users supervisor. Forms for access can be obtain at (www.facm.umn.edu/fmis) - go to requests and choose Image Site Access Request.

Requests for new projects, requests for training and requests for other services should first go to the Application Owner. The Application owner can direct the request to the appropriate resource.Concerns about system availability can be directed to FM/IS System Support at 5-1830. System Support will only answer questions about the status of the system at the time of the call.

USIT Prioritization of Requests

Priority 1 -

• Server Outages - restored within 4 hours
• Network Outages - NTS contacted with 15 minutes of initial report

Priority 2 -

• New Accounts on existing Projects - Established within 2 business days and user informed via email
• Change to Existing User access - Completed in 1 business day - no notification sent

Priority 3 -

• Requests not identified in this document will be evaluated and referred to the appropriate person within 48 hours.

Data Management

USIT backs up Image Site regularly. This back up is used only to restore the entire site in the event of a disaster.

Please be aware:

• Files Deleted by a user cannot be restored - the user must reinsert them
• Storage space is not unlimited. We encourage each work unit to purge network files that are obsolete and to work with FM/IS to plan for future storage needs.

General Information

• We are closed on University Holidays. Preventative and operational maintenance for Image Site Web can scheduled for: 7 a.m. to 10 p.m. on Tuesdays/Wednesdays - During this time the system may or may not be available.
• Backups of the system are taken Sunday mornings between 3 a.m. and 5 a.m. - the system is always unavailable during this time.
• If you have questions or issues not addressed in this SLA, please forward your concerns, in writing, to the Application Owner - Wes Pylka (pylka001@umn.edu).