DRAFT‐‐‐Service Level Objectives (SLO)
Service Level Objective (SLO) are not a guarentee of a response or resolution. This is du for the for initial contact, restoration, or resolution of reported incidents.
Initial Contact: Time for responding to a Trouble Ticket via phone, or Livetime. This is g Restoration: This is the estimated time for the restoration of services, this is a , not a pe Resolution: Time for the resolution of a Trouble Ticket. (A permanent fix)
The priorityof response is based on the following priorities (lowest number is higher pri A Campus system outage B Partial Campus system outage C Building Outage D Lab Outage E Office Outage F Individual Outage JNo Critical Requests K Request not commuicated via Help Desk phone or Livetime request
Level Initial Contact 11 Business Hour 24 Business Hour 31 Business Day 41 Business Day 51 Business Day
If System is:
Instructional Support Services GroupWise Campus Email GroupWise Web Mail File Systems Web Advisor Datatel Portal (currently non ‐production, testing) Network Lab Directories Local Lab Directories Areas not directly supported by IT
Student Supoort Systems Portal (currently non ‐production, testing) Web Advisor SARS Datatel Hearshey Scanning/Imagining Campus Support Services Website Novell
Administrative Support Services Email File Systems Web Advisor Datatel Portal (currently non ‐production, testing)
Service VM? Faculty E‐mail Sever x Adjunct E‐mail x Staff E‐mail x SQL ‐ AH Lab x EXTERNAL DNS x IE WS x LAB SHARED DIRECTORIES x Main Internal DNS x Admin Apps x Groupwise Internet Mail Agent x Iprint print Manager x Groupwise Message Transfer Agent x SQL ‐SARS x SQL‐ SARS Call x IE ‐ MIS Data Warehouse x Language Lab Software x TEST ‐ Mac File Share on Windows Server x Language Lab Software x Main WWW x AD Domain Controller/DNS x AD Domain Controller/DNS x AD Domain Controller/DNS x CAMPUS PORTAL INDEX x SQL‐ Campus Portal x Campus Portal Web Interface x Webadvisor DHCP Edirectory Master Call Manager ‐ Alpha Call manager ‐ Beta E911 ‐ Alpha E911 ‐ BETA Apple File Services Sophos Update Server x SQL ‐ Sophos Update Server x User Directories x Groupwise Webaccess x SQL ‐ Hershey Doc Mgt x Hershey Doc Mgt Storage x Hershey Doc Mgt Web Interface x Novell Teaming x SQL ‐ VSPHERE x SQL ‐ ZCM 10 x Zenworks Configuration Mgt Vsphere Vcenter Websense Network Agent and Filtering Service Bomgar Appliance Remote Assistance Unity Voice Mail Phone System Voice Dialer Zenworks Asset Management x SQL ‐ Blackberry Enterprise Server x SQL Livetime Ticket System x Blackberry Enterprise Server App x Groupwise Mobile Server App x SQL ‐Groupwise Mobile Server x Cisco Access Control x Groupwise Web Calendar Sharing x Livetime Ticketing System x Iprint print Broker x MIS test Server x Activesync Connector for Groupwise x Novell Instant Messenger x Internal Groupwise Internet Mail Agent x Secondary internal DNS x Websense Log Server x Zenwork 7 Services x SQL ‐ Websense x PORTALTEST x Data Center Monitoring backup Services ‐‐‐‐ DRAFT ue to contractual requirements, working hours, and availability of personnel. SLO's are objective generally used to gather additional information or to indicate the expection of response to the ermanent fix. (A temporary solution iority):
Restoration Resolution 4 Business Hours 5 Business Days 1 Business Day 5 Business Days 2 Business Days 7 Business Days 5 Business Days 10 Business Days 10 Business Days 15 Business Days
Non‐Functional/Critical Non‐Fuctional/Non‐Critical Functional/Non‐Critical Level 135 135 135 135 135 135 335 135 335 335
355 135 135 135 135 124 124
135 135 135 135 335
Recommend SLO SERVER Friday Verify POC 1 BEAR2 Y 1 BEAR3 Y 1 BEAR1 Y 1 BIGREDMONSTER Y 1 BLABBERMOUSE Y 1 BRUNO Y 1 CHAMP Y 1 FRITZ Y 1 FRITZ Y 1 MARTIAN Y 1 MARTIAN1 Y 1 MELBLANC Y 1 MARTIAN8 Y 1 MARTIAN8 Y 1 SPEEDY Y 1 SPIKE Y 1 TAZ Y 1 TORO Y 1 YOSEMITE Y 1 DC1 Y 1 DC2 Y 1 DC3 Y 1 PORTALINDEX1 Y 1 PORTALSQL1 Y 1 PORTALWEB1 Y 1 WEBADVISOR/MARTIAN10 Y 1 PEPE Y 1 PEPE Y 1 HONEY Y 1 BOSKO Y 1 MAC Y 1 TOSH Y 1 SLOWPOKE Y 2 CWORKS Y 2 CWORKS Y 2 EGGHEAD Y 2 MELBLANC Y 2 SINGARC N 2 SINGARC Y 2 SINGIND Y 2 TEAM Y 2 ITSQL N 2 ITSQL N 2 ZCM N 2 NOCVCENTER N 2 HENERY N 2 BOMGAR Appliance N 2 DODO Y 2 PARLANCE Y 3 BIGREDMONSTER N 3 BIGREDMONSTER N 3 ITSQL N 3 CHESTER N 3 CHESTER Y 3 CHESTER Y 3 CACS N 3 GWCAL N 3 Livetime N 3 MARTIAN1 Y 3 MARTIAN6 N 3 MARVIN Y 3 MELBLANC N 3 MELBLANC Y 3 SHEDEVIL N 3 WS2 N 3 ZENWORKS N 3 ITSQL N 3 PORTALTEST1 N 3 NETBOTZ N 3 JUNIOR Y