DRAFT‐‐‐Service Level Objectives (SLO) - Victor Valley College

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

J

No Critical Requests

K Request not commuicated via Help Desk phone or Livetime request

Level Initial Contact 1 1 Business Hour 2 4 Business Hour 3 1 Business Day 4 1 Business Day 5 1 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 4 Business Hours 1 Business Day 2 Business Days 5 Business Days 10 Business Days

Resolution 5 Business Days 5 Business Days 7 Business Days 10 Business Days 15 Business Days

Non-Functional/Critical Non-Fuctional/Non-Critical Functional/Non-Critical

Level

1

3

5

1

3

5

1

3

5

1

3

5

1

3

5

1

3

5

3

3

5

1

3

5

3

3

5

3

3

5

3

5

5

1

3

5

1

3

5

1

3

5

1

3

5

1

2

1

2

1

3

1

3

1

3

1

3

3

3

Recommend SLO 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

SERVER BEAR2 BEAR3 BEAR1 BIGREDMONSTER BLABBERMOUSE BRUNO CHAMP FRITZ FRITZ MARTIAN MARTIAN1 MELBLANC MARTIAN8 MARTIAN8 SPEEDY SPIKE TAZ TORO YOSEMITE DC1 DC2 DC3 PORTALINDEX1 PORTALSQL1 PORTALWEB1 WEBADVISOR/MARTIAN10 PEPE PEPE

Friday Verify Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y

4 4

5 5 5 5 5

POC

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