Service Level Exceptions. Any requests for exceptions to defined service levels based on exceptional business needs must be made to UAB IT with a minimum 14-day notice for review, approval, and funding, if necessary. Failure to submit a request for a service exception will mean that the service will not be guaranteed beyond the service levels defined by this SLA. REVIEW PROCESS UAB IT and the UAB Community shall review the SLA at a minimum once per fiscal year to determine if any modifications or amendments are needed to reflect ongoing changes in the business environment and service provider’s services. In lieu of a review during any period specified, the current SLA will remain in effect. The business owner is responsible for facilitating periodic reviews of this SLA. Contents of this SLA may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all relevant parties. The document owner will incorporate all subsequent revisions and obtain mutual agreements or approvals as required. SERVICE OVERVIEW SERVICE DEFINITION Tableau is a business intelligence tool that allows faculty and staff to provide insight through analyzing data and creating visualizations. Tableau can be used to analyze data on a computer. Only data classified as Public and Sensitive can be published to Tableau Server. See UAB’s Data Classification Rule for how data is classified. Tableau has simple drag and drop features in both desktop and online functionality that allow organizations to analyze data and discover insights that can be shared with managers and team members. Tableau Software (Desktop or Server) is available for UAB departments that demonstrate a valid business need. SERVICE FEATURES Basic services provide: • Business Intelligence Data connections to Tableau Server from data sources • Transforming data • Visualization of data Services provided are based on the customer’s license. Please see the following list of licenses and a brief summary of the services provided: • Tableau Creator if publishing visualizations to the server or preparing data with direct connections and full data transformation capabilities • Tableau Explorer (can publish) for governed authoring and data exploration capabilities • Tableau Explorer for managing content they have built or have been given permissions to edit. • Tableau Viewer to view and interact with published visualizations and dashboards SERVICE REQUESTS AND TRANSACTIONS Tableau Desktop Software can be obtained by completing the software request form via AskIT. The software will be available for UAB departments that demonstrate a valid business need. Once a ticket has been submitted, the Enterprise Business Intelligence (EBI) team will contact you to discuss which option best meets the needs of the request. Additional options of obtaining a license are available for Students, Faculty, or Researchers. When Tableau Creator licenses have been approved, requests for Desktop Support Services to install the software are ordered via the UAB IT Portal by the client. Service Dependency • This service is dependent on the following services: o Properly configured Tableau Desktop installation o BlazerID and BlazerID authentication (CAS Duo) Service Request Response • UAB IT’s objective is to acknowledge and assign requests within two (2) business days of receipt for all requests. Service Level Exceptions • Requestors that have not provided the required detailed Business Use Case and/or an example data set and have not completed the UAB mandated Tableau Acceptable Use Requirements process will not have requests fulfilled. • Complex service and support requests involving the procurement/installation of new equipment, coordination with vendors or other third parties, etc., may require additional effort and time to resolve and are excluded from normal service and support SLA targets Service Eligibility Tableau licenses are available to UAB Faculty and Staff. Tableau offers the desktop software to students for free. Service Cost Currently, there is no charge for this service. SERVICE AVAILABILITY (TARGETS) This service is available to customers 24 x 7 excluding planned outages, maintenance windows, and unavoidable events that affect campus networks. Support provided by the UAB EBI Team is available during business hours of 8:00 a.m.-5:00 p.m., Monday through Friday, with exceptions of University holidays and weekends. Limited after-hours support is available for emergencies impacting campus operations. The EBI team will actively monitor the data infrastructure for events affecting the service. Monitoring includes, and is not limited to, version upgrades, up/down status, interface errors, and utilization. The EBI team also has an underpinning contract with Interworks that provides a service package to monitor the health and performance of the Tableau Server. SERVICE REQUIREMENTS
Appears in 1 contract
Sources: Internal Service Level Agreement
Service Level Exceptions. Any requests for exceptions to defined service levels based on exceptional business needs must be made to UAB IT with a minimum 14-day notice for review, approval, and funding, if necessary. Failure to submit a request for a service exception will mean that the service will not be guaranteed beyond the service levels defined by this SLA. REVIEW PROCESS PROCESS UAB IT and the UAB Community shall review the SLA at a minimum once per fiscal year to determine if any modifications or amendments are needed to reflect ongoing changes in the business environment and service provider’s services. In lieu of a review during any period specified, the current SLA will remain in effect. The business owner is responsible for facilitating periodic reviews of this SLA. Contents of this SLA may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all relevant parties. The document owner will incorporate all subsequent revisions and obtain mutual agreements or approvals as required. SERVICE OVERVIEW OVERVIEW SERVICE DEFINITION DEFINITION Tableau is a business intelligence tool that allows faculty and staff to provide insight through analyzing data and creating visualizations. Tableau can be used to analyze data on a computer. Only data classified as Public and Sensitive can be published to Tableau Server. See UAB’s Data Classification Rule for how data is classified. Tableau has simple drag and drop features in both desktop and online functionality that allow organizations to analyze data and discover insights that can be shared with managers and team members. Tableau Software (Desktop or Server) is available for UAB departments that demonstrate a valid business need. SERVICE FEATURES FEATURES Basic services provide: • Business Intelligence Data connections to Tableau Server from data sources • Transforming data • Visualization of data Services provided are based on the customer’s license. Please see the following list of licenses and a brief summary of the services provided: • Tableau Creator if publishing visualizations to the server or preparing data with direct connections and full data transformation capabilities • Tableau Explorer (can publish) for governed authoring and data exploration capabilities • Tableau Explorer for managing content they have built or have been given permissions to edit. • Tableau Viewer to view and interact with published visualizations and dashboards SERVICE REQUESTS AND TRANSACTIONS TRANSACTIONS Tableau Desktop Software can be obtained by completing the software request form via AskIT. The software will be available for UAB departments that demonstrate a valid business need. Once a ticket has been submitted, the Enterprise Business Intelligence (EBI) team will contact you to discuss which option best meets the needs of the request. Additional options of obtaining a license are available for Students, Faculty, or Researchers. When Tableau Creator licenses have been approved, requests for Desktop Support Services to install the software are ordered via the UAB IT Portal by the client. Service Dependency Dependency • This service is dependent on the following services: o Properly configured Tableau Desktop installation o BlazerID and BlazerID authentication (CAS Duo) Service Request Response Response • UAB IT’s objective is to acknowledge and assign requests within two (2) business days of receipt for all requests. Service Level Exceptions Exceptions • Requestors that have not provided the required detailed Business Use Case and/or an example data set and have not completed the UAB mandated Tableau Acceptable Use Requirements process will not have requests fulfilled. • Complex service and support requests involving the procurement/installation of new equipment, coordination with vendors or other third parties, etc., may require additional effort and time to resolve and are excluded from normal service and support SLA targets Service Eligibility Eligibility Tableau licenses are available to UAB Faculty and Staff. Tableau offers the desktop software to students for free. Service Cost Cost Currently, there is no charge for this service. SERVICE AVAILABILITY (TARGETS) TARGETS) This service is available to customers 24 x 7 excluding planned outages, maintenance windows, and unavoidable events that affect campus networks. Support provided by the UAB EBI Team is available during business hours of 8:00 a.m.-5:00 p.m., Monday through Friday, with exceptions of University holidays and weekends. Limited after-hours support is available for emergencies impacting campus operations. The EBI team will actively monitor the data infrastructure for events affecting the service. Monitoring includes, and is not limited to, version upgrades, up/down status, interface errors, and utilization. The EBI team also has an underpinning contract with Interworks that provides a service package to monitor the health and performance of the Tableau Server. SERVICE REQUIREMENTSREQUIREMENTS User Requirements • All users must abide by the University’s Acceptable Use Policy and all UAB IT policies, standards, and guidelines that govern the proper use and protection of UAB data and information technology assets while using Tableau. • Tableau publishers must agree to the Tableau Acceptable Use Requirements to create and provide access to visualizations using UAB licensed Tableau software. o If Tableau Creator licenses were purchased outside of the UAB IT Enterprise contract, permission to publish on Tableau server will be granted upon agreement to these requirements. • UAB data classified as Restricted within the Tableau environment is not allowed. If there is a need to publish Restricted data internal to UAB, please log an AskIT ticket so discussions can be held to develop an approved solution. • Obtain consent from the appropriate data ▇▇▇▇▇▇▇(s) before using UAB data sets. • Publishers are to restrict access to the content published on UAB’s Tableau Server to individuals permitted to see the data being used. • Users must abide by all standards and best practices established for Tableau Enterprise use by the EBI team. Standard Requirements • End-users will reach out to their appointed Project Leader or to the Tableau Administrator for first-level triage of incidents. • End-users will utilize AskIT for first-level triage of creator license service requests. • Users will view the UAB IT Systems Status Page for scheduled maintenance and outages. UAB IT Requirements • Make an effort to provide a solution when end-users need additional assistance. • Deactivate hosts and/or Departments when infection or violation of security policies are identified. • Audit content on UAB’s Tableau Server site to confirm that data are used appropriately. • See the following Appendices for general UAB IT support management standards: o Appendix C: Service Management o Appendix D: Escalation Requests and Process o Appendix E: Service Exceptions o Appendix F: Monitoring Service Performance o Appendix G: Conditions of Services Provided Boundaries of Service • This service excludes all licenses and accounts created by UAB Medicine/Hospital for Tableau Server managed by HSIS. • UAB IT support will only be provided for UAB IT-delivered services and software. This service excludes all accounts not managed by UAB IT. • This SLA does not cover integration with systems and applications. SERVICE SECURITY Services provided by UAB IT will conform to UAB IT’s security and data classification policies outlined at ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇/it/home/policies. If it is determined that any component of the service is adversely impacting service availability, e.g., a Denial of Service condition, UAB IT reserves the right to terminate the service immediately or suspend the User’s Account until the impacting condition is remediated. Failure to properly remediate any UAB IT Enterprise Information Security reported vulnerabilities might result in the Service or User’s Account being suspended. All Service Security guidelines must be met in order to uphold UAB IT policies and this SLA. CONTRACT & AGREEMENT PROCESS The following user departments represent the UAB Tableau user community and have reviewed and agreed to the SLA.
1. Name Month/Date
Appears in 1 contract
Sources: Service Level Agreement