Enterprise Service Level Agreement (ESLA)

This Enterprise Service-Level Agreement (ESLA) describes the services, roles, and responsibilities for the Office of Information Technology (OIT) as “Provider” and the University of Central Oklahoma (UCO) community as the “Client” of enterprise technology services.

The Office of Information Technology (OIT) has the responsibility to provide information technology services that directly support and advance the mission, vision, and goals of the University of Central Oklahoma.  The OIT division serves as stewards of UCO information technology (IT) assets and resources based on a foundation of fiscal responsibility, business intelligence, compliance, and risk mitigation. 

The purpose of this ESLA is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to UCO by OIT.  This ESLA sets out the levels of availability and support the UCO community can expect to receive. Use of technology services provided by the Office of Information Technology constitutes acceptance of this ESLA.

Enterprise Services Provided

Enterprise services and solutions provided by OIT are considered standard services to the university community. Categories of these enterprise services are:

  • Academic Technologies:  Products and services to support students and faculty in instructional spaces.    
  • Accounts and Access:  Access management to enterprise network and computing systems.
  • Application Support:  Software application development, enhancement, integration, upgrade, maintenance and support.
  • Communications and Collaboration:  Services and products that enable the University community to work together effectively.
  • End-user Computing:  University-owned computer, printer, and mobile device support
  • Help and Training:  Service calls, training, and assistance for all technology-related inquiries. 
  • Infrastructure:  Computing platform, storage, hosting and research and campus network services and products.
  • Security and Privacy:  Information security, privacy, and incident response services.
  • Technology Acquisition and Implementation: Managed selection, implementation, testing and acceptance of technology services including external, cloud-hosted services.
  • Web and Mobile: Web and mobile design and development, including web content management and hosting services.

Exclusions

This ESLA is written in a spirit of partnership.  OIT will always do everything possible to resolve technology service issues in a timely manner.  However, some exclusions do apply:

  • Terms outlined in addendum to this Enterprise ESLA.
  • Any equipment, software, or services that do not comply with OIT policy, procedures, and/or standards.
  • Software, equipment or services not managed by OIT.

Additionally, this ESLA does not apply when:

  • The problem has been caused by using equipment, software or service(s) in a way that is not recommended by OIT.
  • The Client has made unauthorized changes to the configuration or set up of affected equipment, software or services.
  • The Client has neglected to or prevented the Provider from performing required maintenance and update tasks.
  • The issue has been caused by unsupported equipment, software or other services.

Conditions of Service

OIT provides technology services and ensures service availability to the UCO community under the following conditions.

  • Compliance with federal, state, local, OSRHE, and RUSO regulations, statutes, and policies.
  • Compliance with UCO policies, procedures and guidelines.
  • Compliance with OIT policies, procedures, and standards including but not limited to:
    • Technology & Network Usage Policy
    • Information Security Policy
    • Additional policies posted to the technology.uco.edu web space.

Responsibilities

Provider Responsibilities

As Provider, OIT will deliver and maintain the technology equipment, solutions and services outlined in this agreement and used by the Client.

Additionally, the Provider will:

  • Ensure relevant software, services and equipment are available to the Client in line with posted uptime levels.
  • Respond to support requests within the timescales indicated.
  • Take steps to escalate and resolve issues in an appropriate, timely manner.
  • Maintain good communication with the Client at all times.
  • Secure and project the university’s data and systems to the best of our ability.

Client Responsibilities

The Client will abide by the Conditions of Service and use the technology as intended.  Client will provide Tier I and Tier II in such case as designated technology support personnel are employed and managed by the unit.

Technology support personnel managed by Client unit are required to use the UCO service ticketing standard.

Additionally, the Client will:

Notify the Provider of issues or problems in a timely manner.

  • Supply the Provider with complete information, access to equipment, software, and services for the purposes of maintenance, updates, and fault prevention.
  • Maintain good communication with the Provider at all times.

Service Hours

Official office hours for the Office of Information Technology are Monday – Friday, 8:00am to 5:00pm CST/CDT, during published university operating hours.

The UCO Service Desk is the primary point of contact for technology incident reporting and support requests.  All users who are experiencing issues or would like to submit a service request should contact the UCO Service Desk by phone: 405-974-2255, or by email: support@uco.edu. Emails should include:

  • Name
  • Building and room number
  • Phone number
  • Brief description of the issue or request

Service hours vary based upon the type of service. 

Service Desk Support

Service Desk support hours are updated according to university schedules.  Hours of operation may be found at support.uco.edu.

Classroom Support

Classrooms managed by Provider are during the hours that officially scheduled classes are offered.

After-Hours Support

Emergency support is available for reporting service outages or degradations of mission-critical systems and services. To report such occurrences, *please call* the Service Desk at the number indicated above and use the "Report an Emergency" option. Emails received after standard operating hours are processed the next business day, as are voicemails when not using the emergency option.

Service Availability

To enable the Client to do business effectively, the Provider works to ensure that certain services will be available for a certain percentage of time.

The Provider’s target level of uptime is 99.5% dependent on the priority level, criticality, or provisions of contractual services with vendor Providers.

Measurement of Service Availability

Uptime is measured using Provider’s automated systems, over each calendar month. It is calculated to the nearest minute, based on the number of minutes in the given month (for instance, a 31-day month contains 44,640 minutes).  Uptime measurements exclude periods of scheduled maintenance.

Service Continuity

Efforts to ensure Service Continuity and Disaster Recovery are provided to the extent possible for Provider-managed services, as defined in this ESLA.   

Recovery Point Objective (RPO)

The Provider’s acceptable age of data for enterprise systems is 24 hours of data loss from time of incident. Notification of incident for data recovery is limited by the Backup Policy.

Recovery Time Objective (RTO)

The RTO refers to the acceptable amount of time a service can be unavailable before impacting operations. The Provider’s RTO varies based on criticality of services managed.  University-defined mission critical services receive an RTO of 3 days.

Response Times

When the Client raises a support issue, the Provider is diligent to respond in a timely fashion. The response time measures how long it takes the Provider to respond to a support request raised via the Provider’s online support system.

The Provider is deemed to have responded when it has replied to the Client’s initial request. This may be in the form of an email or telephone call, either to provide a solution or to request further information.

Response times depend on the priority of the item(s) affected and the severity of the issue. They are shown in this table:

Priority level

Response Time

 

1

10 minutes

Classroom, High   Profile Events, Emergencies

2

1 hour

Mission Critical   Services

3

1 business day

Non-Mission Critical   Services

4

3 business days

Requests

Please note: This table reflects response times, however, the issue may not be resolved within this timeframe.

Resolution Times

The Provider will always endeavor to resolve problems as swiftly as possible. It recognizes that the Client’s computer systems are key to its business and that any downtime requires resources.

However, the Provider is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously. In all cases, the Provider will make its best efforts to resolve problems as quickly as possible. It will also provide frequent progress reports to the Client.

Escalation

Standard incidents and requests are initiated with the UCO Service Desk.  The UCO Service Desk will create a ticket for tracking purposes.  The ticket will be initially assigned to the Tier I or Tier II level support to troubleshoot and diagnose the issue or to further define the request.

When there are concerns and/or lack of compliance with this ESLA, the following escalation process and path should be implemented.

Escalation track                       



Contact Information

UCO Service Desk
Max Chambers Library, 1st Floor
University of Central Oklahoma
100 N. University DriveEdmond, OK 73034
405-974-2255
support@uco.edu

Office of Information Technology
Lillard Administration Building, Suite 102
University of Central Oklahoma
100 N. University Drive
Edmond, OK 73034
405-974-2607
support@uco.edu

References

OIT Policies, Procedures & Guidelines - www.uco.edu/technology/policies

Review

This enterprise service level agreement will be reviewed annually.

Glossary

Enterprise - Hardware and software designed to meet the demands of a large organization like UCO. In comparison to consumers and small organizations, enterprise level services have greater requirements for availability, compatibility, reliability, scalability, performance and security, among other things.

Mission Critical – Technology services that are identified by UCO leadership as vital to the day-to-day operations of the University.

Non-Mission Critical Services – Technology services that have not been identified by UCO leadership as vital to the day-to-day operations of the University.

Tier I – Provides the basic level of customer support and troubleshooting, such as printer configurations, break/fix instructions, ticket routing and escalation to Tier II and Tier III support. Tier I gathers and analyzes information about the user’s issue and works with IT to determine the best way to resolve the issue. This may include escalation to IT applications support or call for outside vendor maintenance as needed.

Tier II – Applies more specialized technical knowledge to providing desktop, laptop, and other user device support. Generally deals with break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating support services). A Tier II technician manages escalated issues that Tier I support is not equipped to handle.

Tier III – Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, a Tier III technician usually has the highest-level expertise at UCO and is the go-to person for solving difficult issues.

Version

Created Date: 12/07/2015

Effective Date: 01/04/2016

Modify Date: 05/10/2016

Review Date: