SLA Template

Approval (By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)

Table of Contents

1. Agreement Overview
2. Goals & Objectives
3. Stakeholders
4. Periodic Review
5. Service Agreement
   1. Service Scope
   2. Customer Requirements
   3. Service Provider Requirements
   4. Service Assumptions
6. Service Management
   1. Service Availability
   2. Service Requests

Agreement Overview

This Agreement represents a Service Level Agreement ("SLA") between ISchool, Department of IT Services and iSchool, Faculty and Staff for the provisioning of IT services required to support and sustain the Virtual Computing Lab.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).
The objectives of this Agreement are to:

• Provide clear reference to service ownership, accountability, roles and/or responsibilities.
• Present a clear, concise and measurable description of service provision to the customer.
• Match perceptions of expected service provision with actual service support & delivery.

Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
IT Service Provider(s): iSchool, Department of IT Services. ("Provider")
IT Customer(s): iSchool, Faculty and Staff. ("Customer")

Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager ("Document Owner") is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
Business Relationship Manager: David Baugh, Department of IT
Review Period: Bi-Yearly (6 months)
Next Review Date: <Review Date>

Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

Service Scope

The following Services are covered by this Agreement;

• Maintenance and development of the virtual computing lab.
• Creation of virtual machines for labs, classes, and workshops (temporary uses), strictly based on the information provided in the mandatory form that is filled out by the customer.
• Maintenance and IT support for shared machine environment.
• Email customer support
• Software updates and set up of class starter kit on the virtual machine.
• In class set-up and demo (if requested for).
• Provide documentation and tutorial for set up and operation of the virtual computing lab.
• Maintaining the integrity of data stored on the virtual machines.

Service security restrictions:

• All instances of data termination will be informed or prompted, either instantly by the machine or by email before deletion.
• Global access pages containing open and public information (including contact details and address) will not require a user authentication or login. Any other pages restricting access specifically to University of Maryland

students, staff or faculty will require to have a user authentication or login which will specifically be CAS.

• In a case of malicious software proliferation or detection, the Service provider holds rights to delete the instance immediately without prior permission of the customer.

Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

• Sensible and monitored usage of machines for only educational/academic purposes.
• Reasonable availability of customer representative(s) when resolving a service related incident or request.

Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

• Meeting response times associated with service related incidents.
• Appropriate notification to Customer for all scheduled maintenance.

Service Assumptions

Assumptions related to in-scope services and/or components include:

• Changes to services will be communicated and documented to all stakeholders.

Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

• Virtual computing lab Uptime
• To ensure the customer is able to operate and use the virtual computing lab, the provider agrees to provide an uptime of 85%.

Note: The Virtual Computing lab is a service provided by the iSchool, Department of IT Services and is subject to server downtime by the affiliated cloud service provider.

• Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
• Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
• Onsite assistance guaranteed within 72 hours during the business week

Response time

• Response through email or phone for priority emails, or incidents is 1 hour.

Note: The response time is assured only during monitored hours (9:00 A.M. to 5:00 P.M. Monday – Friday). Support during weekends and holidays are subject to availability of staff.

Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

• 0-8 hours (during business hours) for issues classified as High priority.
• Within 48 hours for issues classified as Medium priority.
• Within 5 working days for issues classified as Low priority.

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.