Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. Contact Points & Escalation The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. UTS Escalation Contacts Role Contact Phone (Desk & Mobile) Email Service Owner/ Mgr Xxx Xxxxxx 000-000-0000 Xxxxxxx@xxxxx.xxx Director Xxxx Xxxxx 000-000-0000 Xxxx.xxxxx@xxxxx.xxx Escalation Procedure The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels and may escalate an incident when it is in jeopardy of exceeding its SLA for response time or resolution time. Cost of Service The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost. All costs paid through the standard University allocation model Additional costs are assessed for this service Approval Name Title Date Signature Xxx Xxxxxx Service Owner Xxxx Xxxxxxx Business Relationship Manager Xxxx Xxxxx Director, Integration Xxxxx Xxxxxxx Deputy CIO Document Version: 1.1 Effective Date: 09/01/09 Attachment A – Availability The availability target of this service is a measure based on SIR (Service Incident Request) Reports.
Appears in 1 contract
Samples: Service Level Agreement
Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. Contact Points & Escalation The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. UTS Escalation Contacts Role Contact Phone (Desk Office & Mobile) Email Service Owner/ Mgr Xxx Xxxxxx Xxxx Xxxxx O: 000-000-0000 Xxxxxxx@xxxxx.xxx xxxx.xxxxx@xxxxx.xxx Director Xxxx Xxxxx Xxxxxxxx O: 000-000-0000 Xxxx.xxxxx@xxxxx.xxx xxxx.xxxxxxxx@xxxxx.xxx Escalation Procedure The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels milestones and may escalate an the priority of any incident when it is in jeopardy of exceeding its SLA for response time or resolution timeas warranted. Cost of Service The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost. 🗹 All costs paid through the standard University allocation model ❑ Additional costs are assessed for this service Approval Name Title Date Signature Xxx Xxxxxx Xxxx Xxxxx Service Owner Xxxx Xxxxxxx Xxxxx Business Relationship Manager Xxxx Xxxxx Xxxxxxxx Director, Integration Infrastructure Xxxxx Xxxxxxx Deputy CIO Document Version: 1.1 v4.0 Effective Date: 09/01/09 September 1, 2009 Attachment A – Availability The availability target of this service is a measure based on SIR (Service Impact Report) data. Unplanned Downtime for each service is captured as part of the standard SIR process. Regularly scheduled maintenance and incidents that do not impact service availability are excluded from the Downtime calculation. The formula used to calculate availability is: Availability = (365-Unplanned Downtime)/365 Attachment B - Change Management The UTS Change Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-change Attachment C – BRM Assignment Matrix Xxxxxx Xxxxx Xxxx Xxxx Xxxx Xxxxxxx Xxx XxXxxxx Xxxxx Xxxxxx Xxxx Xxxxx EUH President WHSCAB EVP F&A College EHc IS Midtown Xxxxxxx SOM Finance Law UTS Xxxxxx Xxxxx General Counsel SON HR Graduate School Security TEC Communications SPH Investment B-School R&HS XXX Xxxxxx Audit Theology Campus Life Campus Services Oxford Affiliates Research Admin Libraries Attachment D – Service Requests Service Request Target* In Scope Out of Scope Manual Registration 3 days • MAC address assignment • Client Assessment Tool • Symantec AV • Update computer settings • Third party software not licensed by the University *Note: Response times are normal business days M-F, excluding Emory holidays Attachment E – Incident Request) Reports.Management The UTS Incident Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-incident The following checklist must be completed before the SLA is forwarded for approval. Reviewed by: Initial/Date Business Relationship Manager: HS /12-09-09 Service Owner: AW/11-23-09
Appears in 1 contract
Samples: Service Level Agreement
Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. Contact Points & Escalation The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. UTS Escalation Contacts Role Contact Phone (Desk Office & Mobile) Email Service Owner/ Mgr Owner Xxxxx Xxx Xxxxxx O: 000-000-0000 Xxxxxxx@xxxxx.xxx Director Xxxx Xxxxx C: 000-000-0000 Xxxx.xxxxx@xxxxx.xxx xxxxx.xxx@xxxxx.xxx Director Xxxx Xxxxx X: 000-000-0000 C: 000-000-0000 xxxx.xxxxx@xxxxx.xxx Escalation Procedure The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels milestones and may escalate an the priority of any incident when it is in jeopardy of exceeding its SLA for response time or resolution timeas warranted. Cost of Service The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost. All costs paid through the standard University allocation model Additional costs are assessed for this service service. Approval Name Title Date Signature Xxxxx Xxx Xxxxxx Service Owner Xxxx Xxxxxxx Business Relationship Manager Xxxx Xxxxx Director, Integration Director Xxxxx Xxxxxxx Deputy CIO Document Version: 1.1 Effective Date: 09/01/09 Attachment A – Availability The availability target of this service is a measure based on SIR (Service Impact Report) data. Unplanned Downtime for each service is captured as part of the standard SIR process. Regularly scheduled maintenance and incidents that do not impact service availability are excluded from the Downtime calculation. The formula used to calculate availability is: Availability = (365-Unplanned Downtime)/365 Attachment B - Change Management The UTS Change Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-change Attachment C – BRM Assignment Matrix Xxxxxx Xxxxx Xxxx Xxxx Xxxx Xxxxxxx Xxx XxXxxxx Xxxxx Xxxxxx Xxxx Xxxxx EUH President WHSCAB EVP F&A College EHc IS Midtown Xxxxxxx SOM Finance Law UTS Xxxxxx Xxxxx General Counsel SON HR Graduate School Security TEC Communications SPH Investment B-School R&HS XXX Xxxxxx Audit Theology Campus Life Campus Services Oxford Affiliates Research Admin Libraries Attachment D – Service Requests Service Request Target* In Scope Out of Scope Make a change to the operation, look, or feel of the Directory 10 Days Changes to the application code Other development efforts *Note: Response times are normal business days M-F, excluding Emory holidays Attachment E – Incident Request) Reports.Management The UTS Incident Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-incident The following checklist must be completed before the SLA is forwarded for approval. Reviewed by: Initial/Date Service Operations Manager: FR/10-30-09 Business Relationship Manager: JEF/10-26-09/12-11-09/1-08-10 Service Owner: CA/11-18-09/12-10-09
Appears in 1 contract
Samples: Service Level Agreement
Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. Contact Points & Escalation The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. UTS Escalation Contacts Role Contact Phone (Desk Office & Mobile) Email Service Owner/ Mgr Xxx Xxxxxx Xxxxxx O: 000-000-0000 Xxxxxxx@xxxxx.xxx Director Xxxx Xxxxx M: 000-000-0000 Xxxx.xxxxx@xxxxx.xxx xxxxxx.xxxxxx@xxxxx.xxx Director Xxxx Xxxxxxx O: 000-000-0000 xxxx.xxxxxxx@xxxxx.xxx Escalation Procedure The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels milestones and may escalate an the priority of any incident when it is in jeopardy of exceeding its SLA for response time or resolution timeas warranted. Cost of Service The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost. 🗹 All costs paid through the standard University allocation model ❑ Additional costs are assessed for this service service. Approval Name Title Date Signature Xxx Xxxxxx Xxxxxx Service Owner Xxxx Xxxxxxx Xxxxx Business Relationship Manager Xxxx Xxxxx Xxxxxxx Director, Integration Academic Technologies Xxxxx Xxxxxxx Deputy CIO Document Version: 1.1 v4.3 Effective Date: 09/01/09 September 1, 2009 Attachment A – Availability The availability target of this service is a measure based on SIR (Service Incident Request) Reports.data. Unplanned Downtime for each service is captured as part of the standard SIR process. Regularly scheduled maintenance and incidents that do not impact service availability are excluded from the Downtime calculation. The formula used to calculate availability is: Availability = (365-Unplanned Downtime)/365 Attachment B - Change Management The UTS Change Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-change Attachment C – BRM Assignment Matrix Xxxxxx Xxxxx Xxxx Xxxx Xxxx Xxxxxxx Xxx XxXxxxx Xxxxx Xxxxxx Xxxx Xxxxx EUH President WHSCAB EVP F&A College EHc IS Midtown Xxxxxxx SOM Finance Law UTS Xxxxxx Xxxxx General Counsel SON HR Graduate School Security TEC Communications SPH Investment B-School R&HS XXX Xxxxxx Audit Theology Campus Life Campus Services Oxford Affiliates Research Admin Libraries Attachment D – Service Requests Service Request Target* In Scope Out of Scope New or existing course site 2 days Set up new or existing course shell; copy content from previous course site Not responsible for removal of content by the user New or existing organization/community site 2 days Set up new or existing course shell; copy content from previous org site Not responsible for removal of content by the user New user enrollment 2 days Enroll users in course; consult OPUS and/or ESD; may involve consulting with site manager and/or the Office of the Registrar. Will not delve into users’ flags or ineligibility with the Office of the Registrar. Guest user enrollment 3 days May involve consulting with site manager on role for guest user; advise site manager on enabling site and specific tools for guest access Remove course site 5 days Archive site; Consult and notify other site managers; advise site manager on best practices to archive locally; remove existing site permanently; may involving archiving in the Blackboard archival directory for a restore later, if requested Not responsible for restoring content after a request has been made to remove site permanently Remove organization/community site 5 days Ensure site manager has archived locally; check with and notify all site managers; remove site permanently Not responsible for restoring content after a request has been made to remove site permanently Remove discussion board forums or other specific areas 2 days Consult with user Not responsible for restoring after deletion Remove user enrollment 2 days Verify requestor’s role; advise site manager on best practices. If necessary, ensure grade book has been archived and check OPUS for user status Not responsible for restoring user interactions in course after removal Check user postings; assignment upload timestamp; test submission timestamp 5 days Check course and server logs; consult with site manager Will present findings from logs IF AVAILABLE; not responsible for determining grade or advising site manager on steps to take Modify course site/tools 2 days Access course; modify tool settings after consultation with user Will empower and not perform as the site manager Modify user enrollment 2 days Verify requestor’s role; determine user’s course role to be modified – depends on what user needs to do; if necessary, consult with the Registrar’s office Consultation 5 days Consult with user on tools, instructional design and/or best practices Will empower and not perform as the site manager *Note: Response times are normal business days M-F, excluding Emory holidays Attachment E – Incident Management The UTS Incident Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-incident The following checklist must be completed before the SLA is forwarded for approval. Reviewed by: Initial/Date Business Relationship Manager: HS/12-10-09 Service Owner: SB/11-17-09
Appears in 1 contract
Samples: Service Level Agreement
Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. Contact Points & Escalation The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. UTS Escalation Contacts Role Contact Phone (Desk Office & Mobile) Email Service Owner/ Mgr Xxx Xxxxxx Xxxx Xxxxx O: 000-000-0000 Xxxxxxx@xxxxx.xxx xxxx.xxxxx@xxxxx.xxx Director Xxxx Xxxxx Xxxxxxxx O: 000-000-0000 Xxxx.xxxxx@xxxxx.xxx xxxx.xxxxxxxx@xxxxx.xxx Escalation Procedure The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels milestones and may escalate an the priority of any incident when it is in jeopardy of exceeding its SLA for response time or resolution timeas warranted. Cost of Service The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost. All costs paid through the standard University allocation model Additional costs are assessed for this service Approval Name Title Date Signature Xxx Xxxxxx Xxxx Xxxxx Service Owner Xxxx Xxxxxxx Xxxxx Business Relationship Manager Xxxx Xxxxx Xxxxxxxx Director, Integration Infrastructure Xxxxx Xxxxxxx Deputy CIO Document Version: 1.1 v4.0 Effective Date: 09/01/09 September 1, 2009 Attachment A – Availability The availability target of this service is a measure based on SIR (Service Impact Report) data. Unplanned Downtime for each service is captured as part of the standard SIR process. Regularly scheduled maintenance and incidents that do not impact service availability are excluded from the Downtime calculation. The formula used to calculate availability is: Availability = (365-Unplanned Downtime)/365 Attachment B - Change Management The UTS Change Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-change Attachment C – BRM Assignment Matrix Xxxxxx Xxxxx Xxxx Xxxx Xxxx Xxxxxxx Xxx XxXxxxx Xxxxx Xxxxxx Xxxx Xxxxx EUH President WHSCAB EVP F&A College EHc IS Midtown Xxxxxxx SOM Finance Law UTS Xxxxxx Xxxxx General Counsel SON HR Graduate School Security TEC Communications SPH Investment B-School R&HS XXX Xxxxxx Audit Theology Campus Life Campus Services Oxford Affiliates Research Admin Libraries Attachment D – Service Requests Service Request Target* In Scope Out of Scope Manual Registration 3 days MAC address assignment Client Assessment Tool Symantec AV Update computer settings Third party software not licensed by the University *Note: Response times are normal business days M-F, excluding Emory holidays Attachment E – Incident Request) Reports.Management The UTS Incident Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-incident The following checklist must be completed before the SLA is forwarded for approval. Reviewed by: Initial/Date Business Relationship Manager: HS /12-09-09 Service Owner: AW/11-23-09
Appears in 1 contract
Samples: Service Level Agreement
Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. at xxxx://xxxx.xxxxx.xxx/project_overview/incident/index.html. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. Contact Points & Escalation The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. UTS Escalation Contacts Role Contact Phone (Desk & Office, Mobile) Phone (Office, Mobile) Email Service Owner/ Mgr Xxx Xxxxxx 000-000-0000 Xxxxxxx@xxxxx.xxx Xxxxxxx Xxxxxxx O: 404.727.3308 M: 404.790.6748 0: M: xxxxxxx@xxxxx.xxx Director Xxxx Xxxxxxx Xxxxx 000-000-0000 Xxxx.xxxxx@xxxxx.xxx O: 404.778.5430 M: 404.275.2459 0: M: xxxxxx@xxxxx.xxx Escalation Procedure The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels and may escalate an incident when it is in jeopardy of exceeding its SLA for response time or resolution time. Begin Critical Priority? Yes 10 Minute response? No No Yes Yes 10 Minute response? Yes No No End 10 Minute response? Escalate to Service Owner Escalate to Service Director 2nd Page to On-Call Contact Page On-Call Contact Cost of Service The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost. All costs paid through the standard University allocation model Additional costs are assessed for this service Approval Name Title Date Signature Xxx Xxxxxx Service Owner Xxxx Xxxxxxx Business Relationship Manager Xxxx Xxxxx Director, Integration Xxxxx Xxxxxxx Deputy CIO Document Version: 1.1 Effective Date: 09/01/09 Attachment A – Availability The availability target of this service is a measure based on SIR (Service Incident Request) Reports.
Appears in 1 contract
Samples: Service Level Agreement
Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. Contact Points & Escalation The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. UTS Escalation Contacts Role Contact Phone (Desk Office & Mobile) Email Service Owner/ Mgr Xxx Xxxxxx Xxxxx Xxxxx O: 000-000-0000 Xxxxxxx@xxxxx.xxx xxxxx.xxxxx@xxxxx.xxx Director Xxxx Xxxxx Xxxxxxxx O: 000-000-0000 Xxxx.xxxxx@xxxxx.xxx xxxx.xxxxxxxx@xxxxx.xxx Escalation Procedure The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels milestones and may escalate an the priority of any incident when it is in jeopardy of exceeding its SLA for response time or resolution timeas warranted. Cost of Service The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost. All costs paid through the standard University allocation model Additional costs are assessed for this service (details included in Attachment F) Approval Name Title Date Signature Xxx Xxxxxx Xxxxx Xxxxx Service Owner Xxxx Xxxxxxx Xxxxxx Xxxxx Business Relationship Manager Xxxx Xxxxx Xxxxxxxx Director, Integration Infrastructure Xxxxx Xxxxxxx Deputy CIO Document Version: 1.1 Effective Date: 09/01/09 September 1, 2009 Attachment A – Availability The availability target of this service is a measure based on SIR (Service Impact Report) data. Unplanned Downtime for each service is captured as part of the standard SIR process. Regularly scheduled maintenance and incidents that do not impact service availability are excluded from the Downtime calculation. The formula used to calculate availability is: Availability = (365-Unplanned Downtime)/365 Attachment B - Change Management The UTS Change Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-change Attachment C – BRM Assignment Matrix Xxxxxx Xxxxx Xxxx Xxxx Xxxx Xxxxxxx Xxx XxXxxxx Xxxxx Xxxxxx Xxxx Xxxxx EUH President WHSCAB EVP F&A College EHc IS Midtown Xxxxxxx SOM Finance Law UTS Xxxxxx Xxxxx General Counsel SON HR Graduate School Security TEC Communications SPH Investment B-School R&HS XXX Xxxxxx Audit Theology Campus Life Campus Services Oxford Affiliates Research Admin Libraries Attachment D – Service Requests Service Request Target* In Scope Out of Scope Move, Add and Change 10 days Phone relocation, installation, disconnect service, add multiple lines, telephone software and feature changes, voicemail, extension to cellular Headset, customer equipment moves, desktop support for softphone applications Call Center/Menu Addition 15 days Call Center design, train, implement New wiring 10 days Run cable, install outlet, activate line Installation of more than 10 wires *Note: Response times are normal business days M-F, excluding Emory holidays Attachment E – Incident Request) Reports.Management The UTS Incident Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-incident Attachment F – Detailed Cost of Service The cost for the Telephone Service is dependent upon features selected by the customer. The service requires a monthly charge that is billed directly to the customer’s department. For a full list of current service costs please refer to: xxxx://xx.xxxxx.xxx/catalog/telephone_service. The following checklist must be completed before the SLA is forwarded for approval. Reviewed by: Initial/Date Business Relationship Manager: SLA /12-11-09 Service Owner: LS/01-07-10
Appears in 1 contract
Samples: Service Level Agreement
Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. Contact Points & Escalation The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. UTS Escalation Contacts Role Contact Phone (Desk Office & Mobile) Email Service Owner/ Mgr Xxx Xxxxxx Xxxxxxx Xxxxxxx O: 000-000-0000 Xxxxxxx@xxxxx.xxx xxxxxx.xxxxxxx@xxxxx.xxx Director Xxxx Xxxxx X: 000-000-0000 Xxxx.xxxxx@xxxxx.xxx xxxx.xxxxx@xxxxx.xxx Escalation Procedure The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels milestones and may escalate an the priority of any incident when it is in jeopardy of exceeding its SLA for response time or resolution timeas warranted. Cost of Service The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost. All costs paid through the standard University allocation model Additional costs are assessed for this service Approval Name Title Date Signature Xxx Xxxxxx Xxxxxxx Xxxxxxx Service Owner Xxxx Xxxxxxx Business Relationship Manager Xxxx Xxxxx Director, Integration Infrastructure Xxxxx Xxxxxxx Deputy CIO Document Version: 1.1 Effective Date: 09/01/09 September 1, 2009 Attachment A – Availability The availability target of this service is a measure based on SIR (Service Impact Report) data. Unplanned Downtime for each service is captured as part of the standard SIR process. Regularly scheduled maintenance and incidents that do not impact service availability are excluded from the Downtime calculation. The formula used to calculate availability is: Availability = (365-Unplanned Downtime)/365 Attachment B - Change Management The UTS Change Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-change Attachment C – BRM Assignment Matrix Xxxxxx Xxxxx Xxxx Xxxx Xxxx Xxxxxxx Xxx XxXxxxx Xxxxx Xxxxxx Xxxx Xxxxx EUH President WHSCAB EVP F&A College EHc IS Midtown Xxxxxxx SOM Finance Law UTS Xxxxxx Xxxxx General Counsel SON HR Graduate School Security TEC Communications SPH Investment B-School R&HS XXX Xxxxxx Audit Theology Campus Life Campus Services Oxford Affiliates Research Admin Libraries Attachment D – Service Requests Service Request Target* In Scope Out of Scope New website 5 Days Create new website and supply domain name Website content Set up redirect 2 Days Redirect traffic to new domain name More than one redirect domain Modify permissions 1 Day User profile or permissions Setup discussion forum 5 Days Discussion forum Grant access to statistics logs 5 Days Access only Set up account for database web form 5 Days Web form only Create or edit Cold Fusion source 2 Days Cold Fusion *Note: Response times are normal business days M-F, excluding Emory holidays Attachment E – Incident Request) Reports.Management The UTS Incident Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-incident The following checklist must be completed before the SLA is forwarded for approval. Reviewed by: Initial/Date Service Operations Manager: / Business Relationship Manager: JEF /11-30-09 Service Owner: /
Appears in 1 contract
Samples: Service Level Agreement
Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. Contact Points & Escalation The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. UTS Escalation Contacts Role Contact Phone (Desk Office & Mobile) Email Service Owner/ Mgr Xxx Xxxxxx Xxxxxxxx O: 000-000-0000 Xxxxxxx@xxxxx.xxx xxxxxxx@xxxxx.xxx Director Xxxx Xxxxx Xxxxxxxx O: 000-000-0000 Xxxx.xxxxx@xxxxx.xxx xxxx.xxxxxxxx@xxxxx.xxx Escalation Procedure The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels milestones and may escalate an the priority of any incident when it is in jeopardy of exceeding its SLA for response time or resolution timeas warranted. Cost of Service The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost. All costs paid through the standard University allocation model Additional costs are assessed for this service (details included in Attachment F) Approval Name Title Date Signature Xxx Xxxxxx Xxxxxxxx Service Owner Xxxx Xxxxxxx Xxxxxx Xxxxx Business Relationship Manager Xxxx Xxxxx Xxxxxxxx Director, Integration Infrastructure Xxxxx Xxxxxxx Deputy CIO Document Version: 1.1 Effective Date: 09/01/09 September 1, 2009 Attachment A – Availability The availability target of this service is a measure based on SIR (Service Impact Report) data. Unplanned Downtime for each service is captured as part of the standard SIR process. Regularly scheduled maintenance and incidents that do not impact service availability are excluded from the Downtime calculation. The formula used to calculate availability is: Availability = (365-Unplanned Downtime)/365 Attachment B - Change Management The UTS Change Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-change Attachment C – BRM Assignment Matrix Xxxxxx Xxxxx Xxxx Xxxx Xxxx Xxxxxxx Xxx XxXxxxx Xxxxx Xxxxxx Xxxx Xxxxx EUH President WHSCAB EVP F&A College EHc IS Midtown Xxxxxxx SOM Finance Law UTS Xxxxxx Xxxxx General Counsel SON HR Graduate School Security TEC Communications SPH Investment B-School R&HS XXX Xxxxxx Audit Theology Campus Life Campus Services Oxford Affiliates Research Admin Libraries Attachment D – Service Requests Service Request Target* In Scope Out of Scope New Radio 6 weeks Order new radio from Motorola and program New Charger 2 Days Order new charger from Motorola Custom Talk Group 5 Days Create talk group per customer request Daily Rentals 5 Days Daily rental of radio *Note: Response times are normal business days M-F, excluding Emory holidays Attachment E – Incident Request) Reports.Management The UTS Incident Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-incident Attachment F – Detailed Cost of Service The following costs are associated with the Radio Service Ongoing Cost: Monthly: $83.50 per 800MHz radio and $26.45 per 900 MHz radio One time charge: to purchase radio, battery, and charger $3,500 Daily: Trunked Radio Rental $20.00 The following checklist must be completed before the SLA is forwarded for approval. Reviewed by: Initial/Date Business Relationship Manager: SLA /12-08-09 Service Owner: JF/01-07-10
Appears in 1 contract
Samples: Service Level Agreement
Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. Contact Points & Escalation The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. UTS Escalation Contacts Role Contact Phone (Desk Office & Mobile) Email Service Owner/ Mgr Xxx Xxxxxx Xxxx O: 000-000-0000 Xxxxxxx@xxxxx.xxx xxxxx0@xxxxx.xxx Director Xxxx Xxxxx Xxxxxxxx O: 000-000-0000 Xxxx.xxxxx@xxxxx.xxx xxxx.xxxxxxxx@xxxxx.xxx Escalation Procedure The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels milestones and may escalate an the priority of any incident when it is in jeopardy of exceeding its SLA for response time or resolution timeas warranted. Cost of Service The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost. ❑ All costs paid through the standard University allocation model 🗹 Additional costs are assessed for this service (details included in Attachment F) Approval Name Title Date Signature Xxx Xxxxxx Xxxx Service Owner Xxxx Xxxxxxx Xxxxx Business Relationship Manager Xxxx Xxxxx Director, Integration Xxxxx Xxxxxxx Deputy CIO Document Version: 1.1 v4.0 Effective Date: 09/01/09 September 1, 2009 Attachment A – Availability The availability target of this service is a measure based on SIR (Service Impact Report) data. Unplanned Downtime for each service is captured as part of the standard SIR process. Regularly scheduled maintenance and incidents that do not impact service availability are excluded from the Downtime calculation. The formula used to calculate availability is: Availability = (365-Unplanned Downtime)/365 Attachment B - Change Management The UTS Change Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-change Attachment C – BRM Assignment Matrix Xxxxxx Xxxxx Xxxx Xxxx Xxxx Xxxxxxx Xxx XxXxxxx Xxxxx Xxxxxx Xxxx Xxxxx EUH President WHSCAB EVP F&A College EHc IS Midtown Xxxxxxx SOM Finance Law UTS Xxxxxx Xxxxx General Counsel SON HR Graduate School Security TEC Communications SPH Investment B-School R&HS XXX Xxxxxx Audit Theology Campus Life Campus Services Oxford Affiliates Research Admin Libraries Attachment D – Service Requests Service Request Target* In Scope Out of Scope New Personal Self- Service Database request 3 days • Limited to one user request per NetID or department number for Personal Self- Service option • Database size starts at 10MB and capped at 50MB • Full Backup with 14 day retention • Snapshot export with 35 day retention • Storage capacity monitoring • Administration of users access and auditing • No assistance in development database work for Personal Self- Service option New Departmental Self-Service Database request 3 days • Limited to one user request per department number for Departmental Self-Service option • Assistance provided for database development • Full Backup with 14 day retention • export with 35 day retention • Start size of database is 1GB with a cap of 5GB • Storage capacity monitoring • Administration of users access and auditing Remove Database 3 days • Removal of database • Retention of database Increase database size for Departmental 3 days • Increase in database size up to 5 GB • Storage capacity monitoring • Administration of users access and Database auditing • Increases beyond 5 GB Restore database (Both) 3 days • Full Backup with 14 day retention • Snapshot export with 35 day retention • Storage capacity monitoring • Administration of users access and auditing *Note: Response times are normal business days M-F, excluding Emory holidays Attachment E – Incident Request) Reports.Management The UTS Incident Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-incident Attachment F – Detailed Cost of Service The cost for the Personal option is included in the standard allocation. There is an additional cost for the Departmental option of $100 per GB annually. The following checklist must be completed before the SLA is forwarded for approval. Reviewed by: Initial/Date Business Relationship Manager: HS/01/05-09 Service Owner: AC/12-07-09
Appears in 1 contract
Samples: Service Level Agreement
Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. Contact Points & Escalation The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. UTS Escalation Contacts Role Contact Phone (Desk Office & Mobile) Email Service Owner/ Mgr Xxx Xxxxxx Xxxx O: 000-000-0000 Xxxxxxx@xxxxx.xxx xxxxx0@xxxxx.xxx Director Xxxx Xxxxx Xxxxxxxx O: 000-000-0000 Xxxx.xxxxx@xxxxx.xxx xxxx.xxxxxxxx@xxxxx.xxx Escalation Procedure The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels milestones and may escalate an the priority of any incident when it is in jeopardy of exceeding its SLA for response time or resolution timeas warranted. Cost of Service The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost. All costs paid through the standard University allocation model Additional costs are assessed for this service (details included in Attachment F) Approval Name Title Date Signature Xxx Xxxxxx Xxxx Service Owner Xxxx Xxxxxxx Xxxxx Business Relationship Manager Xxxx Xxxxx Director, Integration Xxxxx Xxxxxxx Deputy CIO Document Version: 1.1 v4.0 Effective Date: 09/01/09 September 1, 2009 Attachment A – Availability The availability target of this service is a measure based on SIR (Service Impact Report) data. Unplanned Downtime for each service is captured as part of the standard SIR process. Regularly scheduled maintenance and incidents that do not impact service availability are excluded from the Downtime calculation. The formula used to calculate availability is: Availability = (365-Unplanned Downtime)/365 Attachment B - Change Management The UTS Change Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-change Attachment C – BRM Assignment Matrix Xxxxxx Xxxxx Xxxx Xxxx Xxxx Xxxxxxx Xxx XxXxxxx Xxxxx Xxxxxx Xxxx Xxxxx EUH President WHSCAB EVP F&A College EHc IS Midtown Xxxxxxx SOM Finance Law UTS Xxxxxx Xxxxx General Counsel SON HR Graduate School Security TEC Communications SPH Investment B-School R&HS XXX Xxxxxx Audit Theology Campus Life Campus Services Oxford Affiliates Research Admin Libraries Attachment D – Service Requests Service Request Target* In Scope Out of Scope New Personal Self- Service Database request 3 days Limited to one user request per NetID or department number for Personal Self- Service option Database size starts at 10MB and capped at 50MB Full Backup with 14 day retention Snapshot export with 35 day retention Storage capacity monitoring Administration of users access and auditing No assistance in development database work for Personal Self- Service option New Departmental Self-Service Database request 3 days Limited to one user request per department number for Departmental Self-Service option Assistance provided for database development Full Backup with 14 day retention export with 35 day retention Start size of database is 1GB with a cap of 5GB Storage capacity monitoring Administration of users access and auditing Remove Database 3 days Removal of database Retention of database Increase database size for Departmental 3 days Increase in database size up to 5 GB Storage capacity monitoring Administration of users access and Database auditing Increases beyond 5 GB Restore database (Both) 3 days Full Backup with 14 day retention Snapshot export with 35 day retention Storage capacity monitoring Administration of users access and auditing *Note: Response times are normal business days M-F, excluding Emory holidays Attachment E – Incident Request) Reports.Management The UTS Incident Management procedure is described in the document posted at: xxxx://xx.xxxxx.xxx/itil-incident Attachment F – Detailed Cost of Service The cost for the Personal option is included in the standard allocation. There is an additional cost for the Departmental option of $100 per GB annually. The following checklist must be completed before the SLA is forwarded for approval. Reviewed by: Initial/Date Business Relationship Manager: HS/01/05-09 Service Owner: AC/12-07-09
Appears in 1 contract
Samples: Service Level Agreement
