Service Level Agreement

Internet

This document outlines the Service Level Agreement (SLA) between University Technology Services (UTS) and our
Customers for the delivery and support of the Internet. The purpose of this agreement is threefold:
1. To clearly represent the capabilities of the service.
2. To establish a shared set of expectations regarding the operation and support of the service.
3. To provide a framework for bidirectional communication regarding overall satisfaction with the service.

Service Description
Emory's Internet service provides access to the World Wide Web and to Emory partners on the web. Access to Emory's
Internet service is available to all faculty, staff, students, researchers, and physicians who have an Emory network
connection, Emory Network ID, and login. Given the growing dependence and criticality of using the Internet to conduct
mission critical teaching, research, and patient care, the Emory Internet service utilizes multiple Internet Service
Providers (ISPs) to deliver a highly available service to the Emory Enterprise.

This service also provides access to multiple internet services designed to promote high-speed collaboration and
partnerships among academic and research institutions such as Internet 2 and Southern Light Rail. These peering
relationships provide additional bandwidth and offload some of the traffic from our traditional Internet service.

Scope of the Agreement

The scope of this agreement includes the software, hardware, and infrastructure components (Configuration Items)
operated and maintained by UTS to deliver the complete service.

Items included within the scope of this agreement

Number of users / licenses Enterprise Service
In-scope applications  Internet
 (2) 1 Gigabit Ethernet (GE) links
 Southern Light Rail (SLR)
 (1) 10 GE link
 Southern Crossroads (SoX)
 Internet2
 National LambaRail (NLR)
 TransitRail
 Telx Internet Exchange (TIE)
 (1) GE link
Dependent infrastructure services  Network
 Firewalls
 Intrusion Prevention System (IPS)
 Internet Service Providers:
 Global Crossing (1 x GE)
 Global Net Access GNAX (1 x GE)
Hardware and software components  Network Address Translation (NAT)
 (2) Border Routers (Brocade MLX-4) each
with:
 (2) 4-port 20 GE modules
 (1) 10-port 1 GE module

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 Component refresh is included in UTS refresh budget

 Component refresh requires non-UTS funding

Items and functional areas that are outside the scope of this agreement include the components listed below.

Items NOT within the scope of this agreement

Out-of-scope applications  All Browsers
Infrastructure services  PC/Laptop
 Mobile device

Assumptions
1. Users have a desktop, laptop, or other mobile device that can access the Internet.
2. Refreshed or additional hardware and/or additional ISPs above what is listed in scope will require new funding.
3. Internet is a Tier 0 service. Please refer to http://it.emory.edu/itil-service for a description of service tiers.

Legal Requirements
This service must comply with the following legal/compliance regulations:

 None  HIPPA  FERPA  SOX  Other:

Availability
Availability is the percentage of time the service is operational and ready for use. Some services can be designed for
high availability by increasing the reliability, scalability, and fault tolerance of the individual components. Because high
availability always comes at a cost in both money and additional complexity, organizations must make careful tradeoffs.

At times, services may be partially available, meaning that some customers are working and others or not. Or, it could
be that some features are working while others are not. Adjusting for partial availability gives a more accurate reflection
of how well the service is performing but is more complex to calculate. Refer to Attachment A for a description of the
method(s) used to calculate availability.

Service Hours
In addition to regular maintenance, there are other time periods when a service may not be required. For instance,
some non-critical services may only need to be up and running during office hours. Selecting service hours has
implications for engineers and customer support personnel. Excluding maintenance, this service is available:
 Monday – Friday, 7:00 am – 9:00 pm, excluding Emory holidays
 24x7x365
 Other:

Maintenance Windows
All services require regularly scheduled maintenance windows in order to:
1. Keep system components up-to-date and secure by applying recommended patches and updates
2. Keep applications and infrastructure current and up to vendor supported patch levels.

UTS makes every effort to minimize the impact of maintenance on the availability of the service. However, you
should know that the service may be unavailable during a portion or the entire maintenance window.

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The standard maintenance window occurs once per month and begins at 6:00 pm on Saturday and extends until
6:00 am on Sunday (12 hours). The schedule for the current academic year is listed on the Change Management
Calendar at http://cm.service.emory.edu. Not every service undergoes maintenance every month. Specific service
outage timeframes are listed on the Change Management calendar.

Mission critical services may be designed to remain operational during maintenance periods, although this
arrangement typically incurs additional cost. UTS can provide quotes for this premium service as requested.

At times, a mission critical service or infrastructure component may require an exception to the standard maintenance
schedule. The maintenance agreement for this service is:
 Standard UTS monthly maintenance window
 Quarterly maintenance
 Other:

Service Changes
There may be times when you request new capabilities or other changes that are intended improve the service. All
service changes (except for emergency situations) must be scheduled through the UTS Change Management
process, described in Attachment B. Emergency changes are those required to restore the service to normal
operations, such as dealing with an outage. These are executed as quickly as possible, without the need for a
Change Review Board approval.

Availability Target
As a Tier 0 service, the target availability of Internet is 99.9%.

Service Level Reporting

UTS will gather the information on regular intervals and will consolidate the results into reports that are shared with the
customer on a regular basis. Service Level Reporting is important to provide regular open communications with the
customer, identify areas of improvement, agree upon any corrective plans, and generally review and align the service
with the customer and business requirements. The reporting cycle for this service is as follows:
 Monthly  Quarterly  Annual  Other:

Service Performance Review

This document will be reviewed and amended based upon mutual agreement on an annual basis. This review will
include updates to service level targets, effective dates, costs, and other specific items as required. The Business
Relationship Manager is responsible for providing a service performance review with the customer. Refer to
Attachment C for the BRM Assignment Matrix.

Service/Support Requests
The customer may request service or report a non-critical incident by directly entering their request at
http://help.emory.edu or by calling the UTS Service Desk at 404-727-7777. The customer may also view and check on
the status of their request at this location. Customers should call the Service Desk for any critical incident. The Service
Desk is staffed to respond quickly to customer requests and escalate to the appropriate team to restore to normal
service as quickly as possible.

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All service requests are addressed during normal business hours (Monday-Friday, 8:00 am – 5:00 pm, excluding
holidays). Refer to Attachment D for the list of requests and their associated response times for Internet.

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 (Office & Mobile) Email
Service Owner/ Mgr Chris Camacho O: 404-727-5423 Christopher.camacho@emory.edu
Director Paul Petersen O: 404-727-7686 Paul.petersen@emory.edu

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 milestones
and may escalate the priority of any incident as warranted.

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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
Chris Camacho Service Owner
Sheila Ackie Business Relationship Manager
Paul Petersen Director, Infrastructure
Brett Coryell Deputy CIO
Document Version: 1.1
Effective Date: September 1, 2009

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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: http://it.emory.edu/itil-change

Attachment C – BRM Assignment Matrix

Sheila Ackie Tina Crum Jeff Fennell Val LaManna Carol Livsey Hans Sarju
EUH President WHSCAB EVP F&A College EHc IS
Midtown Provost SOM Finance Law UTS
Wesley Woods General Counsel SON HR Graduate School Security
TEC Communications SPH Investment B-School R&HS
DAR Yerkes Audit Theology
Campus Life Campus Services Oxford
Affiliates Research Admin Libraries

Attachment D – Service Requests

Service Request Target* In Scope Out of Scope

Grant access to a 2 Days Grant access to a previously restricted
blocked website website with proper approval
Block a specific website 2 Days Block access to a website with proper
approval
*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: http://it.emory.edu/itil-incident

Attachment F – Detailed Cost of Service

The Internet service is included in the $15.00 per month data charge.

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The following checklist must be completed before the SLA is forwarded for approval.

Reviewed by: Initial/Date

Service Operations Manager: ____/_____

Business Relationship Manager: SLA /12-08-09

Service Owner: ____/_____

Director ITSMO: KJ/12-10-09

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