• 1.0 Overview
• 2.0 Purpose
• 3.0 Funding of Services
• 4.0 Terms of Agreement
• 5.0 IT Communications Services Responsibilities
• 6.0 Department Responsibilities
• 7.0 Performance Measures
• 8.0 Problem Resolution
• 9.0 Upgrades
• 10.0 Security
• 11.0 Accountability
• Appendix A - Service Rates
• Appendix B - Account Information

1.0 Overview

This Service Agreement (SA) is between ITCom and Departments on the Ann Arbor Campus. Under this SA, ITCom agrees to provide Time and Materials Data Repair at the indicated service rates and hours, if an ITCom department has not opted for services which already have a specified service level.

This SA also covers performance and in particular it lists the key responsibilities of ITCom and the Departments.

2.0 Purpose

The purpose of this SA is to establish a cooperative partnership between Departments and ITCom by clarifying roles, setting rates and expectations, and providing mechanisms for resolving problems.

3.0 Funding of Services

Service rates are detailed in Appendix A and will be reviewed annually. Any revisions will be made by ITCom, in consultation with the ITCom Advisory Committee, prior to SA renewal.

4.0 Terms of Agreement

This SA may be invoked by a department at any such time this service is required. In so doing, the department and ITCom implicitly agree to the term herein. ITCom will assist the Department in replacement of components and restoration of services as presented.

5.0 IT Communications Services Responsibilities

IT Communications Services shall:

5.1

Comply with service standards as described in the " Service Delivery Standards" document.

5.2

Provide these services for equipment covered by this agreement per the ITCom list of supported products.

5.3

Provide and maintain the necessary materials and electronic components to perform the services agreed to in this document and listed in the ITCom products catalog.

5.4

Provide department Network Administration support if necessary to repair the services covered in this agreement.

5.5

Provide operational support for Repair Service with other service providers that are external to the University.

5.6

Provide a 24 x 365 method for a departmental Network Administrator to report a problem with the services covered in this agreement. Users will be able to check real-time status of the Backbone, (see details per ITCom Backbone SA). Departments will be able to report problems per section 8.0.

6.0 Department Responsibilities

Department shall:

6.1

6.1 An individual with signing authority on a departmental account will submit a "Trouble Ticket" request to IT Communications Services, preferably with an authorized signature. Provide the name of the person who will be the contact for ongoing repair.

6.2

Maintain their network(s) such that it does not compromise the performance or integrity of ITCom's network infrastructure.

6.3

Provide support to the users of this service. Including, but not limited to the following:

• First level network support for service users
• Distribution of software specific to use the network
• Assistance with installation and proper use of user network adapters
• Distribution of applicable documentation for this service
• Documentation covering Security and the Proper Use Policy of this service

6.4

Track user data and administer services, including IP addresses and DNS services, resolve conflicts between users, and correlate IP addresses to individual machines. Provide ITCom with electronic access to IP and address information 24 x 365.

7.0 Performance Measures

7.1 Network Technical Performance

If a Departments network compromises the performance of ITCom's Network, ITCom will take appropriate action to restore performance (if possible), or take other action, up to and including disconnecting service to the network (or a piece of the network), if necessary, to maintain the Infrastructure.

7.2 Network Maintenance Performance

ITCom will provide the following service (defined below), in the event that an outage occurs on the network during normal business hours, (i.e., Monday through Friday, 8:00 AM to 5:00 PM, excluding holidays).

• a verbal response within 30 minutes of the Departments call to provide information to the Department on specific steps that have been/will be taken to resolve the problem.
  
• an on-site visit, if necessary, within four (4) hours of the verbal response (i.e., the maximum on-site response time will be four and a half (4 1/2) hours) for a complete network outage.
  
• If the electronic network components are found to be causing the problem and are replaced, they will be shipped for repair. Upon return of the repaired component, ITCom will schedule a time with the Department to reinsert original component during normal business hours, and be charged the cost outlined in Appendix A.

7.3 User Perceptions of Network Performance

IT Communications Services and the Department acknowledge that performance and performance measures are affected by many factors which may be difficult to define and/or anticipate due to the nature and uses of the underlying systems and clients. Further, we recognize that "perceived response time" by users is a critical performance measurement. Therefore, in cases where the "perceived response time" by users becomes an issue, problems will be resolved by the procedures outlined in Section 8.0, "Problem Resolution".

8.0 Problem Resolution

To help determine the existence and scope of a possible problem, the Network Administrator will call 647-8888 or send email to: TROUBLE@UMICH.EDU.

Similarly, IT Communications Services staff will contact the Network Administrator by phone, pager or e-mail to address any infrastructure problem being caused by the Departments network.

When performance measures do not meet the standards specified in this SA, the Department and ITCom will jointly work to:

• Identify the cause of the problem.
• Resolve the problem as quickly as possible.

If resolution is not achieved within 24 hours, then the Department and/or IT Communications Services may escalate the problem to the appropriate ITCom Project Manager. If a resolution is not achieved within 72 hours, then the Departmental and the Director of OM signers of the Service Order will be notified.

9.0 Upgrades

Evaluation and installation of software or hardware upgrades are not covered under this SA.

10.0 Security

ITCom will take appropriate steps to provide physically secure access to the routers and connecting cables. At times, ITCom will use a network "sniffer" to look at packets on the backbone to troubleshoot problems. These packets will be used for no other purpose but to assist in resolving a problem that has been reported.

11.0 Accountability

ITCom warrants that all reasonable measures within its resources shall be taken to ensure the performance, availability, and integrity of the ITCom Network and Department attached network Infrastructure covered in this agreement. ITCom assumes responsibility for the hardware and software that it provides to execute this SA, as well as for the actions of ITCom staff. ITCom's liability for damages is limited to hardware replacement or repair, software fixes, and corrections to staff errors.

Departments agree to maintain their networks such that they do not compromise the performance or integrity of ITCom's network infrastructure, nor violate security or other applicable policies. The Department also agrees to have all service performed by IT Communications Services Engineers and Technicians. If service is performed by others, the Department agrees that ITCom will not be held liable for any problems that result, whether directly or indirectly. The Department assumes responsibility for any misuse of the network by users, will remedy such situations, and will be responsible for any expenses related to misuse by network users.

Listed below are options for hours of support available to the Department.

Labor Rates:

Expedited Request Service Charge	$220.00 per incident
Normal Business Hours (Monday through Friday, 8:00A.M. to 5:00P.M., excluding Holidays)	$110.00 per hour per Field Personnel
Off Hours Support (Monday through Friday, 5:01 P.M. to 7:59A.M., Holidays & Weekends)	$165.00 per hour per person per Field Personnel plus a minimum labor charge of four (4) hours, $660.

Material Rates:

• The charge for permanently replacing defective components will be billed at the current price listed in the ITCom Product and Services Catalog, and replaced with ITCom support products.

• The charge for replacing ITCom supported products, refurbishing, shipping and handling and reinsertion of original defective component, will be billed at the listed hourly rate and also for the cost of refurbishing the component and the shipping charges.

• Products that are found defective and are not supported by ITCom, will be replaced with ITCom supported products with the Department being charged the current price listed in the ITCom Product and Services Catalog.

APPENDIX B
Standard Service Agreement

TYPE OF SLA:		________________________________
DEPARTMENT:		________________________________
NETNAME:		________________________________
NETCODE:		________________________________
YEARLY SLA COST:		________________________________
MONTHLY SLA COST:		________________________________
BILLING ID:		________________________________
ITCOM SERVICE ORDER #:		________________________________
BILLING TYPE/CODE:		________________________________
BEGINNING DATE:		________________________________
EXPIRATION DATE:		________________________________
CHART FIELD NO. OR LEGACY ACCT. NO.:		________________________________
AUTHORIZED SIGNATURE:		________________________________
DATE SIGNED:		________________________________
ITCom SLA Manager:		________________________________
Terms of Payment: Monthly
Local Area Network Location:		________________________________
Router Port:		________________________________

Contact Information:

Name	Phone Number	E-Mail	Pager
1) ________________________________________________
2) ________________________________________________
3) ________________________________________________

** After hours contact information:

____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
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