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Internet and Internet2 Service Level Agreement February 7th 2008
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Table of Contents
1.
PARTIES TO THE AGREEMENT ............................................................................................... 3 AGREEMENT PERIOD TABLE 1 .................................................................................................... 3 SERVICE PROVIDERS TABLE 2 .................................................................................................... 3 SERVICE LEVEL AGREEMENT CUSTOMERS TABLE 3 ...................................................................... 3 INTERNET AND INTERNET 2 SERVICE LEVEL AGREEMENT................................................ 4
2.
AGREEMENT............................................................................................................................... 4 2.1.1 SERVICES PROVIDED ....................................................................................................... 4 2.2 SERVICE OBJECTIVES ...................................................................................................... 3 2.2.1 Requesting Service, Service Call and Incident Reporting ....................................... 5 2.2.3 Exclusions ............................................................................................................. 6 2.2.4 Escalation Procedures ........................................................................................... 6 2.2.5 After Hours Support ............................................................................................... 7 2.2.6 Outage Notifications .............................................................................................. 7 2.2.7 Scheduled Maintenance ........................................................................................ 7 2.2.8 Constraints ............................................................................................................ 8 2.2.9 Measuring Service Results............................................................................................ 8
3.
OVERVIEW .................................................................................................................................. 8 3.1 SCOPE ............................................................................................................................. 9 3.2 CUSTOMERS ..................................................................................................................... 9 3.3 OBJECTIVES ..................................................................................................................... 9 3.4 SERVICE LEVEL REVIEWS................................................................................................. 10 3.5 SERVICE REQUIREMENTS ................................................................................................. 10 3.5.1 Customer ............................................................................................................ 10 3.5.2 Service Provider .................................................................................................. 10 3.6 AGREEMENT CHANGES AND THE DISPUTE RESOLUTION PROCESS ........................................ 10
APPENDIX A ....................................................................................................................................... 12 NETWORK DIAGRAM ................................................................................................................ 12 APPENDIX B ....................................................................................................................................... 13 NETWORK AVAILABILITY HISTORICAL CHARTS ............................................................................ 13 APPENDIX Z.................................................................................................................................... 14 GLOSSARY OF TERMS AND ABBREVIATIONS................................................................................ 14
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1.
Parties to the Agreement
This service level agreement is valid from the start date to the end date listed below. Agreement Period Table 1 Start Date
End Date
July 1, 2007
June 30, 2008
By signing below, all parties agree to the terms and conditions described in this agreement.
Service Provider(s) Signatures Service Providers Table 2 Print Name
Department
Telephone
Date
Signature
Customer Signatures Service Level Agreement Customers Table 3 Print Name
Department
Telephone
Date
Signature
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Internet and Internet 2 Service Level Agreement Document Version and Revision Date
Name
April 9, 2007
Version
Cindy Frank
1.0
December 5 , 2007
John Osborne, Fran Spurrier
1.1
December 5th 2007
th
John Osborne, Fran Spurrier
1.2
th
John Osborne
1.3
th
December 18 , 2007 December 26 , 2007
John Osborne
1.4
th
John Osborne, Cindy Frank, Dave Mathews
1.5
st
John Osborne, Dave Mathews
1.6
January 17 , 2007 February 1 , 2007
2.
Agreement
The purpose of this Agreement is to define in quantitative terms the Internet and Internet2 services provided to a customer. Typically, the agreement specifies service hours, availability, support levels or duration and any restrictions on support .
2.1.1 Services Provided Information Technology Services (ITS) provides the Vanderbilt community with redundant, high bandwidth, high availability, connectivity from the Vanderbilt data network to the Internet (commercial) and Internet2 (research). The following service(s) are provided to the customer by this agreement (See Appendix B for Network Diagram.).
2.1.2 Internet Access 2.1.2.1
This service connects the Vanderbilt data network to the commercial Internet.
2.1.2.1.1
Internet access is considered available when data packets are being transferred to and from the Vanderbilt data network perimeter and Vanderbilt’s external Internet Service Providers (ISPs).
2.1.3 Internet2 Access 2.1.3.1
This service connects the Vanderbilt data network to the Internet2 network.
2.1.3.2
Internet2 access is considered available when data packets are being transferred to and from the Vanderbilt data network perimeter and Vanderbilt’s external Internet2 Service Provider.
The following services are not provided under this Agreement:
Individual devices connecting to the Vanderbilt internal data network. The Vanderbilt internal data network.
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2.2
Enterprise services. Examples of enterprise services would be Dynamic Host Client Protocol (DHCP) or Domain Name Services (DNS)
Service Objectives
The processes, procedures and service levels in this Agreement for the Internet and Internet2 connection are followed during the service hours of 00:00:00AM to 23:59:59PM Monday through Sunday. The Internet and Internet2 service(s) will be available 99.95% of the time during the defined service hours. The following table summarizes the available service windows: Service Level Objectives Table 4 Days
Hours
Weekends
Holidays
Availability
7
24
All
All
Planned Outages (service had no planed outages)
-
-
-
-
Mean Time to Resolve1
-
.03 (1.8 min)
-
-
Mean Time Between Failures
1
49
-
-
-
2
-
2
-
-
2
-
4
-
-
Recovery Time Objective
Recovery Point Objective
Note: The (-) hyphen denotes items that are not applicable.
This service is available 24 hours per day 7 days a week. Maintenance to support this access does occur, but outages are not expected. Incidents are typically resolved in less than 2 minutes. This service runs consistently with no interruptions or degradations to service for approximately 49 days at a time. The business process does not fully function if this service is down.
2.2.1 Requesting Service, Service Call and Incident Reporting All customer requests for service, service calls and the reporting of incidents are communicated through the ITS Help Desk at 3-9999. The service provider will resolve service related incidents or requests by the customer based upon the impact to the services provided by this Agreement.
2.2.2 Service Categories The following table outlines some examples of service related incidents and their identified impacts to these services. 1 2
This objective is based on historical data This objective is specific to Disaster Recovery and Business Continuity
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Impact Examples Table 5 Impact Top
Examples
Internet is completely unavailable
Internet2 is completely unavailable
High
Internet connectivity degraded
is
broadly
Medium
Internet2 degraded
is
broadly
Internet connectivity is slightly degraded, general population is not aware
Internet2 connectivity is slightly degraded, general population is not aware
Low
connectivity
The following table summarizes the service level objectives based upon the impact to the services provided by this agreement: *Priority Based Service Level Objectives Table 6
Mean Time to Resolve*
Top
High
Medium
Low
2
4
6
24
*These times are expressed in hours. Note: The (-) hyphen denotes items that are not applicable
2.2.3 Exclusions ITS cannot guarantee ―Mean Time to Resolve‖ timeframes for the following situations:
Systems that are defined as being in a disaster recovery mode Projects that take higher precedence than this service, as deemed by Vanderbilt officers, which could cause changes to this service. Changes or outages to this service will be communicated according to section 2.2.6 of this agreement.
2.2.4 Escalation Procedures
All incidents with Internet 1 and Internet 2 are considered high priority and should be reported to the ITS Network Operation Center (NOC) @ 322-2954 (24x7) (365). The NOC will then contact the network technician on call. As soon as the network technician is informed it is an issue with Internet 1 and/or Internet 2 they will escalate to the network engineer on call. The network engineer on call will assess the situation and either resolve the issue remotely or onsite. The network engineer will also inform the Director of Network Services.
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2.2.5 After Hours Support After hours support is defined as any incident or disruption that is reported outside of normal service hours. The normal service hours are defined in the section 2.2 of this agreement (24/7/365). For time to resolve, see section 2.2.
2.2.6 Outage Notifications Planned outages are communicated to the customers affected by the outage by the Service Provider. Depending on the breadth of the outage and the impact, these communications may be done by phone call or by email. The area’s Service Delivery Manager could also be utilized with communications.
2.2.6.1 Planned Outages All planned outages will go through the Service Providers change management process. Changes will be communicated to the affected customers by the Service Provider by phone or email with 5 day notice in advance.
2.2.6.2 Unplanned Outages The service provider will communicate unplanned outages as time permits. ITS Partner Support will be contacted by the Director of Network Services to coordinate communication to the community.
2.2.7 Scheduled Maintenance The services provided require regularly scheduled maintenance in order to meet the stated service windows and service level objectives. During this scheduled maintenance, the services provided in this Agreement will be unavailable to the customer. In order to decrease the amount of time that the service(s) are unavailable, a regularly scheduled maintenance interval will be setup that coincides with the maintenance schedules of related services and Operational Level Agreements. Scheduled Maintenance Table 7 Service
Support Team
Maintenance Schedules
Network Maintenance
Service Provider
*Sunday, Tuesday, Thursday between 00:00-6:00 am
*Prior notice of 10 days for scheduled maintenance. **Even when maintenance occurs users should see no outage.
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2.2.8 Constraints The Service Provider receives service to the internet from a third party vendor. Therefore, community service to the internet could be impacted by outages by these vendors at no fault of the Service Provider.
2.2.9
Measuring Service Results
The following metrics will be setup and maintained by the service provider to ensure IT service delivery to the customer. Service Results Table 8 Metric
Definition
Target
Latency
time delay between the moment something is initiated, and the moment one of its effects begins or becomes detectable
50ms per contract
Packet Loss
Occurs when one or more packets of data traveling across a computer network fail to reach their destination
Less than 0.5%
Jitter
Unwanted variation of one or more signal characteristics in electronics and telecommunications
Utilization
Proportion of the system's resources which is used by the traffic which arrives at it
Less than 90%
Availability
Proportion of time a system is in a functioning condition
Greater than 99.95%
3.
Less than 30 ms
Overview
This Service Level Agreement (SLA) between the Vanderbilt community and ITS establishes a commitment for the Internet and Internet2 access as detailed in this Agreement. The summary section defines the specific service level objectives for the service(s) provided under this agreement while the overview provides additional details on who the customers are that utilize the service(s).
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3.1
Scope
Information Technology Services (ITS) provides the Vanderbilt community with redundant, high bandwidth, high availability, connectivity from the Vanderbilt data network to the Internet (commercial) and Internet2 (research). The following service(s) are provided to the customer by this agreement (See Appendix B for Network Diagram.). 3.1.1.1
Internet Access
3.1.1.2
This service connects the Vanderbilt data network to the commercial Internet.
3.1.1.3
Internet access is considered available when data packets are being transferred to and from the Vanderbilt data network perimeter and Vanderbilt’s external Internet Service Providers (ISPs).
3.1.2 Internet2 Access 3.1.2.1 3.1.2.2
This service connects the Vanderbilt data network to the Internet2 network. Internet2 access is considered available when data packets are being transferred to and from the Vanderbilt data network perimeter and Vanderbilt’s external Internet2 Service Provider.
The following services are not addressed under this Agreement:
3.2
Individual devices connecting to the Vanderbilt internal data network. The Vanderbilt internal data network. Enterprise services. Examples of enterprise services would be Dynamic Host Client Protocol (DHCP) or Domain Name Services (DNS)
Customers
This service is accessible by all faculty, students and staff within the Vanderbilt community. Consultants and outside vendors may also have access on a limited basis.
3.3
Objectives
The primary goal of this Agreement is to obtain mutual agreement that the proper procedures, requirements and service levels are in place to provide consistent service support and delivery to the customer by the Service Provider(s). The objectives of this agreement are to:
Provide clear reference to service ownership, accountability, roles and/or responsibilities
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Present a clear, concise and measurable description of the services offered to the customer Match perceptions of expected service offerings with actual service support and delivery.
Service Level Reviews
This agreement will be reviewed on an interval no greater than one year.
3.5
Service Requirements
3.5.1 Customer Customers will
Adhere to Vanderbilt’s Computer Privileges and Responsibilities Policy Adhere to Electronic Communications Policy HR-025 Follow appropriate procedures as outlined in this document
3.5.2 Service Provider The Service Provider will
3.6
Maintain appropriately trained staff Communicate, in writing issues, regarding service levels, change management, and so forth. Meet response times Maintain network hardware within standard life cycle
Agreement Changes and the Dispute Resolution Process
All requests for changes to this agreement will be done using the Change Management process.
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Appendix A Network Diagram
Internet2
Internet
I2:622Mb
SOX
I1:225Mb
e Qw
12 OC b nta 5M tla :22 t A I1 e s Mb Qw 622 I2:
go i ca b Ch st 4 9 5 M 12 OC
Bryan 7600
Hill 7600 Hill 6506 w/FW
Bryan 6506 w/FW
CON SOL E
LI N T/ K R
INSI LI DE N T/ K R
OUT SID E
LI N T/ K R LI N T/ K R
Master IDS Sensor FAU PO LT WE R
CON SOL E
LI N T/ K R
INSI LI DE N T/ K R
OUT SID E
LI N T/ K R
LI N T/ K R
INSID E
LI N T/ K R STA TUS
LI N T/ K R
OUTSI DE
ASM-70
INSID E
PACK E TEE APPVAN RG E TA
OUTSI DE
Hill Packetshaper
LI N T/ K R
OUTSI DE
FAU PO LT WE R
INSID E
LI N T/ K R STA TUS
INSID E
ASM-70
OUTSI DE
PACK E TEE APPVAN RG E TA
IDS Sensor
Bryan Packetshaper
Bryan Core 6509
Hill Core 6509
VU Network
VUMC Network
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Appendix B Network Availability Historical Charts
Network Availability 2007 - 2008 (7/1/2007 to current) 100.00% 99.90% 99.80%
99.70%
99.60%
99.99%
99.59%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
99.60%
99.99%
99.59%
100.00%
100.00%
100.00%
100.00%
99.40%
100.00%
99.50%
100.00%
99.60%
99.30%
Combined
Unplanned Planned
Network Availability 2006 - 2007 (7/1/2006 to current) 100.00% 99.80% 99.60% 99.40%
99.20%
98.946%
99.976%
98.925%
99.998%
99.998%
99.996%
100.000%
100.000%
100.000%
98.956%
99.987%
98.943%
99.998%
99.991%
99.991%
98.40%
99.994%
98.60%
99.994%
98.80%
100.000%
99.00%
98.20%
Combined
Unplanned
Planned
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Appendix Z Glossary of Terms and Abbreviations Internet1 –this service connects the Vanderbilt data network to the commercial Internet Internet2 –this service connects the Vanderbilt data network to the Internet2 network Latency—network latency is a measure of how fast a network is running. The term refers to the time elapsed between the sending of a message to a router and the return of that message. Packet Loss—occurs when one or more packets of data traveling across a computer network fails to reach their destination. Jitter—describes the variation in the time it takes subsequent data packets to arrive over a network. Utilization—is the percentage of the total use of bandwidth. Availability—is the probability a network can perform its required function.
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