Service Level Agreement (SLA) Information Technology Support for Departments within Southern Clinical School Provided by Network Services Monash University Monash Medical Centre Created by Michael Oldfield Version 3 Page 1 of 12 Table of Contents 1. Service Overview .............................................................................................................. 3 1.1. Service Provider Details.............................................................................................. 3 2. Incident Request Management.......................................................................................... 4 2.1. Problem Reporting to Network Services ..................................................................... 4 2.2. Reporting to Departments........................................................................................... 4 3. Services Provided ............................................................................................................. 5 3.1. Standard Services Defined by the Monash University Standard Operating Environment – Charged to Users via the Annual Network Services Fee ............................ 5 3.1.1 Standard Desktop Service................................................................................... 5 3.1.2 Divisional IT Administration ................................................................................. 6 3.1.3 IT Information and Advice.................................................................................... 6 3.1.4 Network Fault Resolution .................................................................................... 6 3.1.5 Reporting and Billing of Departments .................................................................. 6 3.2. Other Services - Charged Directly to End Users by the Job ........................................ 6 3.2.1 Desktop Equipment and Software Audit............................................................. 6 3.2.2 Non-Standard Desktop Service.......................................................................... 7 3.2.3 Server Administration and Maintenance............................................................. 7 3.2.4 Server Equipment and Software Audit ............................................................... 7 3.2.5 Website Administration ...................................................................................... 7 3.2.6 Project Work ...................................................................................................... 7 4. Service Hours ................................................................................................................... 8 5. Prioritisation and Service Response Time ......................................................................... 8 6. Escalation Procedure ........................................................................................................ 8 7. Responsibilities of Departments ........................................................................................ 9 7.1. Service Request Process............................................................................................ 9 7.2. Staff Training .............................................................................................................. 9 8. Charges .......................................................................................................................... 10 8.1. Minimum Annual Charge .......................................................................................... 10 8.2. Schedule of fees ....................................................................................................... 10 8.3. Payment Method ...................................................................................................... 10 9. SLA Maintenance Agreement.......................................................................................... 11 9.1. Duration of Agreement.............................................................................................. 11 9.2. Termination Date ...................................................................................................... 11 9.3. Termination Clause................................................................................................... 11 9.4. Termination Surcharge ............................................................................................. 11 9.5. Bimonthly Review ..................................................................................................... 11 9.6. Changes to the Agreement ....................................................................................... 11 9.7. Dispute Procedure .................................................................................................... 11 10. Appendix A: Network Services Details .......................................................................... 12 11. Appendix B: Standard Services Provided by Network Services ..................................... 12 12. Appendix C: Department Contacts ................................................................................ 12 Created by Michael Oldfield Version 3 Page 2 of 12 1. Service Overview This Service Level Agreement (SLA) is made between Network Services at Monash Medical Centre (referred to as “Network Services” from here on) and the Monash University Departments, staff, students and honoraries (referred to as “end users” from here on), within Southern Clinical School (SCS), Monash University. The objective of this SLA is to provide first, second and third level technical support to all end users in the event of computer and network problems as listed in Section 3: Services Provided. Services will be available during and outside office hours - however additional charges will apply for after hours services - see Section 8.2: Schedule of fees. This agreement remains valid until it becomes superseded by a revised agreement mutually endorsed by SCS and Network Services. The SLA will be reviewed every six months, or as required. 1.1. Service Provider Details Name Contact person Telephone Fax Email JobDesk Created by Michael Oldfield Version 3 Network Services, Monash Medical Centre – Clayton Michael Oldfield / Junaid Qamar 959 x44011 959 x44413 Network.Services@med.monash.edu.au http://jobdesk.med.monash.edu.au/login/index.cfm?jobdesk_id=12 Page 3 of 12 2. Incident Request Management 2.1. Problem Reporting to Network Services All problems, queries or requests for assistance are to be entered onto the SCS JobDesk system at the following URL: http://jobdesk.med.monash.edu.au/login/index.cfm?jobdesk_id=12 End users will require a valid Monash AuthCate username and password to be able to log a job onto JobDesk. In the event of end users not being able to get access to JobDesk jobs can be manually logged onto the system by calling the Network Services helpdesk on 959 x44011. Network Services staff will log the job on under circumstances where it is not possible for end-users to do it themselves, e.g. due to lack of connection to the Internet. This function can also be undertaken by Department contacts – see Appendix C for a list of current contacts. After the job has been logged onto JobDesk the end user will be given an estimated job completion time. If the job requires a visit to the end-users work area Network Services will arrange a suitable time with the end-user either via the JobDesk job monitoring system or by contacting the user by phone. Network Services will respond to requests according to agreed priorities. Any problem, which cannot be solved within the time frame specified in this agreement, will be quickly and efficiently resolved as detailed in Section 6: Escalation Procedure. In the event of Network Services being unable to deliver services within the time frame specified in this agreement, all endeavours will be made to resolve the problem within the next 24 hours. Contact information for Network Services can be found in Appendix A or on the Network Services website at the following URL: http://www.med.monash.edu.au/medicine/mmc/networkservices/ All calls failing to meet minimum standards outlined in this SLA will be managed through the designated Departmental contact – see Appendix C. 2.2. Reporting to Departments Network Services will provide monthly reports to Departments on all services requests by end users. All requests (resolved, in progress and outstanding problems) will be reported to the Department contact person on a monthly basis. Non-standard services (charged jobs) will also be reported to Departments at the end of every month. See Section 3.2.7 and 8.3. Created by Michael Oldfield Version 3 Page 4 of 12 3. Services Provided 3.1. Standard Services Defined by the Monash University Standard Operating Environment – Charged to Users via the Annual Network Services Fee Standard Monash University Standard Operating Environment (SOE) software as detailed below is covered by this SLA and will attract no additional charges for any repairs, reconfigurations, new installations etc. Disclaimer: Computer hardware must meet a minimum standard listed below. Any system not meeting the standard will NOT be covered by Section 3.1 Monash standard hardware and software configurations are available at the following URLs: PC/MAC SOE: http://www.its.monash.edu.au/staff/software/ Details of Monash standard hardware from approved suppliers and minimum system requirements are available from the following URLs: Suppliers: http://www.adm.monash.edu.au/procserv/suppliers/IT/index.html Minimum Config: http://www.adm.monash.edu.au/procserv/leasing/min_config.html An explanation of the services provided by Network Services may be found at the following URL: http://www.med.monash.edu.au/medicine/mmc/networkservices/index.html 3.1.1 Standard Desktop Service Provision of IT support for standard problems such as installation or upgrade of Monash standard software (as per Standard Operating Environment), manage hardware repair or upgrade of computers that meet the current Monash standards, resolve printer problems, provide advice on standard software problems (excluding Callista and SAP) etc. Some examples with approximate times: Service Applications upgrades e.g. upgrade Netscape 4.79 to Mozilla/Thunderbird Install/upgrade Antivirus software e.g. update Sophos General trouble shooting Installation/configuration of new Monash standard computer Installation of network printer Created by Michael Oldfield Version 3 Approximate Time 0.5 hours 0.5 hours As required 2.0 hours 1.0 hour Page 5 of 12 3.1.2 Divisional IT Administration Covers administrative IT tasks including: Departmental Postmaster CRUX/MDS and account management Addhost maintenance Novell services Technical and administrative tasks Management of end user .med email addresses. Adding users to the .med Name Routing Table (NRT), name and email address changes, creating and changing email aliases End users account management including: creation and management of new user accounts and changing user contact details Managing the registration database for network devices (desktops, laptops, network printers etc) and registration/deregistration of new devices on the network. Management of Novell network drives, quota assignments and network printing. Services covered as part of Monash SOE services. 3.1.3 IT Information and Advice Includes attendance at Divisional or group meetings and other regular briefings on IT issues originating from within the University e.g. investigation and analysis of external IT issues; e.g. suitability of new software or equipment; training and IT skills advice, and any other additional information or advisory services. 3.1.4 Network Fault Resolution Under this SLA Network Services is NOT responsible for the resolution of faults associated with network hardware devices such as hubs and switches. This is the responsibility of Southern Health IT. Network Services will however liaise with Southern Health IT to quickly and efficiently resolve these problems to ensure that end users’ access is restored. 3.1.5 Reporting and Billing of Departments Each month reports related to standard services will be provided to Departments on a no charge basis providing that standard Network Services fees are billed to one cost centre. 3.1.6 Wireless Network The Wireless network installations and standard setup is covered under Annual Network Services fee. 3.2. Other Services - Charged Directly to End Users by the Job 3.2.1 Desktop Equipment and Software Audit Network Services can undertake an audit of desktop equipment (PCs, printers, Personal Digital Assistants (PDA), scanners etc) and software to determine the adequacy of equipment and software compared to the base Monash standards as outlined above. Recommendations for updating of equipment and software will be provided to end users. Created by Michael Oldfield Version 3 Page 6 of 12 Estimated time to complete a desktop audit:     30 45 15 15 minutes per PC minutes per PC (including local printer and accessories, if attached) minutes per printer (network or local) minutes per PDA 3.2.2 Non-Standard Desktop Service Covers work on non-standard hardware or software, or work that requires significant technical expertise. Network Services can only provide limited support for jobs related to non-standard software and hardware issues. Any problems relating to the functionality of non-standard applications will be referred (where appropriate) to the relevant software vendor. Network Services may not be able to meet all requests for services in this category but will endeavour to advice on alternatives. 3.2.3 Server Administration and Maintenance Network Services cannot guarantee access to servers housed in ITS facilities. All serverbased applications that are not listed as part of the Monash SOE will be handled under section 3.2.2 of this SLA, i.e. referred to the relevant software vendor. 3.2.4 Server Equipment and Software Audit Network Services can undertake an initial audit of the server environment and all software. An analysis of the services provided by each server can be assessed and recommendations for improvements made. Recommendations on updating equipment and software can be provided. 3.2.5 Website Administration Departments will be responsible for the development and maintenance of Departmental websites. Network Services can provide advisory and web content development services on request, subject to standard charges. 3.2.6 Project Work Covers major tasks undertaken in areas not covered above. This may include University wide projects, projects with other Faculties etc. Depending on the nature of the work performed, a standard or non-standard fee may apply. Network Services will determine appropriate charges for each task provided. 3.2.7 Enhanced Reporting and Billing Service Monthly reporting and billing to multiple individual cost centres will be performed @ $30 per month to be included in each Department’s monthly bill. Created by Michael Oldfield Version 3 Page 7 of 12 4. Service Hours Support will be available during business hours (9.00am-5.00pm) throughout the year but not on weekends and University holidays. After hours services can be negotiated in advance but may not be available under some circumstances. 5. Prioritisation and Service Response Time Service requests and response times will be prioritized as follows: Level of Impact Critical High Category of Problem Level 1 Level 2 Low Level 3 Normal Level 4 Prioritisation The problem is preventing a senior member of staff from undertaking a critical task, e.g. network connection not available. The problem is affecting a staff member’s productivity or part of her/his duties, e.g. virus corruption causing hard disk problems. The problem is not urgent and is not having an unduly adverse effect on staff members carrying out their work duties, e.g. installation of latest version of Internet browser. None of the above e.g. technical advice and information Service Response Times Response within 30 minutes. Best effort resolution within 2 hours Response within 2 hours. Best effort resolution within 4 business hours. Incident resolved or escalated within 48 hours. Within a timeframe agreed with the enduser. It is the responsibility of end-users to select the appropriate “priority” level when logging jobs onto JobDesk. 6. Escalation Procedure The purpose of the procedure is to ensure that work on the problem is properly resourced and prioritised by Network Services and that any third parties involved respond properly. If an incident is not resolved within the nominated time frame the problem should be reported to the Manager of Network Services by the Department’s contact person. It is then the responsibility of the Network Services Manager to manage the incident until it is properly resolved. Created by Michael Oldfield Version 3 Page 8 of 12 7. Responsibilities of Departments 7.1. Service Request Process End users are expected to use best efforts to ensure that service requests are clearly communicated to Network Services staff. End-users can contact Network Services by JobDesk or by email, phone and fax where access to JobDesk is not available or limited. Information on contacting Network Services can be found in Appendix A or by visiting the following URL: http://www.med.monash.edu.au/medicine/mmc/networkservices/index.html An incident report must include:       Name and contact details of staff (person logging the service request) Name and contact details of the staff member on whose behalf the report is being made (if not same) Specific section work is being carried out for Cost centre and fund details (for charging) Description of problem Problem priority as described in Section 5. 7.2. Staff Training Departments will work with Network Services to develop protocols and ensure that all staff are appropriately trained in relation to responsibilities associated with this SLA, in particular the service request and problem logging process. Network Services will make all endeavours to provide online help available on their website for common problem resolutions, Frequently Asked Questions (FAQs), online training and tutorials. Created by Michael Oldfield Version 3 Page 9 of 12 8. Charges 8.1. Minimum Annual Charge With respect to services provided as part of this SLA Departments agree to pay an annual charge of $590 per user. 8.2. Schedule of fees With respect to services provided as part of this SLA, Departments agree to the following schedule of fees: Type of Service Minimum Incident Charge Service Provided Covered Standard Services Defined in section 3.1 Covered Non-Standard Services Non-standard desktop/server support, inc. surcharge for work to rectify/remove nonstandard software installed by Department staff which is causing problems with SOE. As per Standard Services, only conducted outside of normal business hours After hours Standard service fee After hours Non-standard service fee As per Non-Standard Services, only conducted outside of normal business hours Hours Standard Support hours. Refer to Section 4.0 Standard support hours. Refer to Section 4.0 Standard support hours. Refer to Section 4.0 Out of normal business hours Out of normal business hours Charges Nil Nil $100 per hour $100 per hour $150 per hour 8.3. Payment Method On a monthly basis Network Services will arrange for IDNs to be raised on a Department by Department basis for standard and non-standard work. Please refer to Section 3.2.7 for additional charges incurred for enhanced monthly reporting/billing to individual cost centres. Created by Michael Oldfield Version 3 Page 10 of 12 9. SLA Maintenance Agreement 9.1. Duration of Agreement This SLA will commence on 1st January 2007. It will be subject to review in June and December 2007. 9.2. Termination Date This SLA will formally end on the 31st December 2007. It will be subject to renegotiation no later than 31st December 2007. 9.3. Termination Clause Either party may terminate this agreement with six months notice in writing. 9.4. Termination Surcharge In regard to Section 9.2 above – if Departments terminate this agreement prior to the agreed date then they will continue to be charged at the minimum annual charge (refer to Sections 8.1 & 8.2) for the six month period, i.e. the network access fee for six months and any nonstandard charges incurred up to the point of termination. 9.5. Bimonthly Review The SLA Coordinator, Department contacts and the Network Services Manager will meet on a bimonthly basis via the Network Services Committee forum to review and discuss:     Service levels Customer issues SLA changes Outstanding work     Outstanding reports Outstanding accounts Exchange feedback Strategic planning 9.6. Changes to the Agreement Either party may request a variation to this agreement at any time provided that the following change request process is followed:    All changes will be communicated to Network Services and Departments and will be evaluated and prioritised at the earliest opportunity. All proposed changes will be recorded as an attachment to the SLA. All agreed changes to the SLA will have an effective date nominated and a new version of the SLA will be produced to take effect on that date. 9.7. Dispute Procedure In the event of Departments and Network Services being unable to agree with respect to whether service delivery meets the standards defined within this SLA, the dispute will be resolved by the Network Services Manager, Network Committee Chair and the relevant Department contact. In the event of these people being unable to reach agreement the dispute will be escalated to the relevant Directors/Divisional Manager. Created by Michael Oldfield Version 3 Page 11 of 12 10. Appendix A: Network Services Details SCS/Network Services JobDesk Network Services website Network Services HelpDesk line Network Services Fax Postal Address Office Address http://jobdesk.med.monash.edu.au/login/index.cfm?jobdesk_id=12 http://www.med.monash.edu.au/medicine/mmc/networkservices/ 959 x44011 959 x44015 Southern Clinical School Monash Medical Centre 246 Clayton Road Clayton VIC 3168 Monash Medical Centre, Clayton 11. Appendix B: Standard Services Provided by Network Services Service Software support Description Installation, configuration and support for all software covered by Monash PC and Mac SOE Network support Registration of computers and network printers on the network. Provisioning of new data points from Southern Health Computer Services (Department pays the installation charges to SHCS) PDA/handheld support Installation and configuration of Monash approved handhelds and their synchronisation with Monash Calendar. 12. Appendix C: Department Contacts Department General Practice MIHSR MIMR Medicine O&G Paediatrics PHIMR Surgery Southern Clinical School Created by Michael Oldfield Version 3 Contact Name Theresia Mathias Nick Walker Rod Wealands Ann-Marie Richardson Penny Clay Cheryl Rooney Nermeen Tawadros Ann-Marie Richardson Gavin Horrigan Contact Number 8575 2209 959 x47506 959 x47108 959 x45525 959 x45489 959 x44491 959 x44149 959 x45525 959 x45716 Page 12 of 12