IT Service Level Agreement

TableofContents
PurposesoftheServiceLevelAgreement..........................................................................................................................4
WhoIsSupportedUnderThisAgreement..........................................................................................................................4
ServicesSupportedUnderThisAgreement........................................................................................................................5
SupportTierDefinitions......................................................................................................................................................5
HoursofOperation.............................................................................................................................................................5
PrioritiesandResponseTimes............................................................................................................................................5
ITSupportCenter................................................................................................................................................................7
ResponsibilitiesofThoseMakingaRequest.......................................................................................................................7
BusinessUnitResponsibilities.............................................................................................................................................8

NewPurchases........................................................................................................................................................8

ScheduledOutages.................................................................................................................................................9

WorkstationSupport...........................................................................................................................................................9

SupportedComputers.............................................................................................................................................9

WorkstationSecurityandComplianceRequirements............................................................................................9

NonSupportedComputers.....................................................................................................................................9

LocalPCAdministrativeAccess.............................................................................................................................10

NewComputerOrderingandDeployment.......................................................................................................................10
ComputerReplacementPolicy..........................................................................................................................................10
ComputerRedeploymentandDisposalPolicy..................................................................................................................10

RedeploymentProcess..........................................................................................................................................10

DisposalProcess....................................................................................................................................................11

ComputerRepair...............................................................................................................................................................11
PrinterSupport.................................................................................................................................................................11

FullySupportedPrinters:......................................................................................................................................11

OtherPrinters:ReasonableEffort.........................................................................................................................11

HandheldDeviceSupport.................................................................................................................................................11
Software............................................................................................................................................................................12

FullySupported.....................................................................................................................................................12

ReasonableEffortSupport....................................................................................................................................12

NotSupported.......................................................................................................................................................12

IdentityandAccessManagement(IAM)...........................................................................................................................12

Authentication......................................................................................................................................................12

Access....................................................................................................................................................................13

TerminationofAccess...........................................................................................................................................13

ServerSupport..................................................................................................................................................................14

FullySupported.....................................................................................................................................................14

SharedSupport.....................................................................................................................................................14

VendorSupported.................................................................................................................................................15

DataRestores........................................................................................................................................................15

CoreITServicesAvailability..............................................................................................................................................15
BusinessCriticalApplicationAvailability...........................................................................................................................15
NetworkandTelecommunicationsSupport.....................................................................................................................15
DataStorageManagementandDisasterRecovery..........................................................................................................16

UF&ShandsDataCenter(UDC).............................................................................................................................16

BackupsandOffsiteLocation................................................................................................................................17

ITStrategicPlanning..........................................................................................................................................................17
ApplicationSupport..........................................................................................................................................................18
SystemsDevelopmentandReportingServices.................................................................................................................18
GrantandResearchTechnicalSupport.............................................................................................................................19
EducationalTechnologies.................................................................................................................................................19
PeriodicReviewofAgreement..........................................................................................................................................20
Changes,Additions,orDeletionstothisAgreement........................................................................................................20

DRAFTITServiceLevelAgreement

PurposesoftheServiceLevelAgreement
ThepurposeofthisSupportServiceLevelAgreement(SLA)istoformalizeanarrangement
betweenaBusinessUnitandtheUF&ShandsInformationTechnologyDivisiontodeliver
specificsupportservices,atspecificlevelsofsupport.

ThisSLAdocumentsthecharacteristicsoftheITinfrastructureandservicesrequiredbythe
BusinessUnitastheyaremutuallyunderstoodandagreedtobyrepresentativesofboththe
BusinessUnitandUF&ShandsIT.ThepurposeoftheSLAistoensurethattheneededservices
andcommitmentsareinplacetoprovideoptimalsystemsavailabilityforStaff,Faculty,
Patients,andStudents.Thisagreementismeanttocomplement,notoverride,current
procedures.Servicelevelsspecifiedwithinthisagreementaretobereviewedonaregular
basiswiththeBusinessUnitrepresentative.

WhoIsSupportedUnderThisAgreement
BusinessUnitsandUF&ShandsITshareownershipoftheservicesdocumentedwithinthisSLA.
RepresentativesofbothgroupshavereviewedandapprovedthisSLA.

Ownership
Type

OrganizationalGroup

Representative

Business
Function

BusinessUnitsupportedbythisservice

CostCenterManager
Business
Administrator
Dean,Director,or
other

IT
Department

ITSupportCenter
Workstation/DeviceSupport
IdentityandAccessManagement
ITTechnicalSecurity
Server,DBA,andInterfaceSupport
NetworkEngineeringand
Telecommunications
DataCenterSupport
DataStorageManagement&Disaster
Recovery
ApplicationSupport
4

CIO or
OtherITDirector


SystemsDevelopment
ReportingServices
EducationalTechnologies

ServicesSupportedUnderThisAgreement
ServicessupportedbyITunderthisagreementinclude,butarenotlimitedto:
ITSupportCenter
WorkstationSupport
IdentityandAccessManagement
ServerSupport
NetworkEngineeringandTelecommunications
DataStorageManagementandDisasterRecovery
ITStrategicPlanning
ApplicationSupport
SystemsDevelopmentandReportingServices
GrantandResearchTechnicalSupport
EducationalTechnologies

SupportTierDefinitions
Tier 1: Password resets, basic software/hardware troubleshooting, and problem
escalation.
Tier 2: Intermediate software/hardware troubleshooting, productivity assistance, and
problemescalation.
Tier3:Advancedsoftware,hardware,security,andsystemstroubleshooting.

HoursofOperation
Tier1supportisprovidedbytheITSupportCenter24hoursaday,7daysaweek,including
holidays.

Tier2andTier3supportisavailableMondayFriday8:00AMto5:00PM,excludingholidays.
Thelistofscheduledholidaysisavailableonthefollowingwebsite:enterwebsitehere.On
callsupportisprovidedforPriority1and2issues,24hoursaday,7daysaweek,including
holidays.(SeePrioritiesandResponseTimesfordetails).

PrioritiesandResponseTimes
TheITSupportCenterwillusethefollowingguidelinesforprioritizingandhandlingrequests.
Aminimumof70%ofallrequeststhatdonotrequireanonsitevisitwillberesolvedonfirst
contact.Resolutiontimeisdependentuponthetypeoftheissue,thevolumeofrequests,
andavailableresources.

PRIORITY
1/
Critical

2/
Work
Stoppage

3/
Routine

4/
Request

CRITERIA
TARGETRESPONSE
Impacttopatientcareoranenterpriselevelservice Immediatelypagetheoncallanalystsof
disruption
theappropriatesecondarysupport
groups.

Updatesissuedevery30minutesuntil
resolution.

ImmediatelynotifytheUF&ShandsIT
DirectorOncall.
Workstoppageforanindividualoragroupwhere
Ifunabletoresolveatfirstcontact,
Immediatelypagetheoncallanalystsof
noworkaroundisavailable
theappropriatesecondarysupport

groups.
Example:Passwordresetsoranoutagetoa
Updatesissuedeveryhouruntil
departmentalapplication
resolution.
Customercanstillperformcriticalbusiness
Forservicerequestssubmittedbyphone:
functionswithaworkaroundsolution
Ifunabletoresolveatfirstcontact,notify
theoncallanalystsoftheappropriate
secondarysupportgroups.Secondary
supportgroupresponseiswithin1
businessday.

Forservicerequestssubmittedviathe
SelfServicePortal:
TheITSupportCenterwillrespondwithin
2businessdays.Ifunabletoresolveat
firstcontact,theITSupportCenterwill
notifytheoncallanalystsofthe
appropriatesecondarysupportgroups.
Secondarysupportgroupresponseis
within1businessday.

ServicerequestssubmittedusingtheSelf
ServicePortaldefaulttoPriority3.The
customermayrequestescalationofa
Priority3servicerequesttoPriority2if
theissuebecomesaworkstoppage.
Noimpacttoproductivity;projectorextended
Forservicerequestssubmittedbyphone:
Ifunabletoresolveatfirstcontact,notify
durationservicerequest
theoncallanalystsoftheappropriate
secondarysupportgroups.Secondary
supportgroupresponseiswithin3
businessdays.


PRIORITY

CRITERIA

TARGETRESPONSE
Forservicerequestssubmittedviathe
SelfServicePortal:
TheITSupportCenterwillrespondwithin
2businessdays.Ifunabletoresolveat
firstcontact,theITSupportCenterwill
notifytheoncallanalystsofthe
appropriatesecondarysupportgroups.
Secondarysupportgroupresponseis
within3businessdays.

Estimatedcompletiontimeisdependent
uponthescopeoftherequest.

ITSupportCenter
TheUF&ShandsITSupportCenteristhefirstpointofcontactfortechnologyrelatedproblems
orrequests,suchashardwareorsoftwareassistance;newcomputer,voiceservices,or
networkconnectionservicerequests;andpasswordassistance.
1. CustomerscancontacttheITSupportCenterforassistanceatextensionenterphone
numberhereorbysubmittinganonlinerequestformatenterselfserviceportalhere.
2. Servicerequestsareplacedintheticketqueueintheordertheyarereceivedand
automaticallyroutedtothenextavailableITSupportCenterConsultant.Averagecall
waittimeislessthan1minute.
3. ITSupportCenterpersonnelwilllog,prioritize,andresolvetherequestatfirstcontact
orassigntheservicerequesttotheappropriatesecondarysupportteam.
4. Whenenterpriselevelservicedisruptionsoccur,theITSupportCenterwillchangethe
AnsweringMessage,sendoutacompanywideemail,andpostaninformationalalerton
theITSupportCenterSelfServicePortaltodescribetheproblemandprovidean
estimatedtimeofresolution.Callerswhohaveanyotherproblemswillbeaskedto
remainonthelinetospeakwiththenextavailableconsultant.

ResponsibilitiesofThoseMakingaRequest
Servicerequeststhatareurgentorhaveasignificantimpactonbusinessoperations(i.e.
Priority1and2)mustbemadebycallingtheSupportCenter.Theselfserviceportalis
appropriateforsubmittingnonurgentorlowerimpactservicerequests(i.e.Priority3and4).

CallerstotheITSupportCenterareexpectedtobeabletoprovidethefollowinginformation
whenmakingarequest.
Completecontactinformation(fullname,location,phonenumberandNetworkUser
ID)
Identifyinginformationfortheaffectedcomputer,deviceorservice(suchascomputer
name,printerqueuename,applicationname,orphonenumber)


Aclearandspecificdescriptionoftheproblemorrequest.

BusinessUnitResponsibilities
NewPurchases
BusinessUnitswillconsultwithUF&ShandsITrepresentativespriortothepurchaseof
anyhardware,applicationsoftware,orservicewhichrequiresITresources.This
requirementincludesbutisnotlimitedtothefollowing:
Newapplicationsorupgradestoexistingapplications
Copiers,printers,faxmachinesorothertelephonydeviceswhichconnecttothe
network
Medicalorresearchdeviceswhichincludecomputersand/orconnecttothe
network

ITwillcoordinateaTechnicalStandardsandSecurityReviewoftheproposedsolution
withtheBusinessUnitandtheassociatedvendor.Forneworupgradestoexisting
applications,ITrequiresthatthevendorcompletetheUF&ShandsITSystemsStandards
DocumentandVendorQuestionnaire,whichisavailableonthefollowingwebsite:enter
websitehere.ITwillreviewallresponsesinorderto:
AssessthesolutionscompatibilitywithUF&ShandsITstandardsand
infrastructure
Clarifythecomponentsofthearchitecture
Developacostestimateforneededhardwareandsoftwarenotincludedinthe
vendoroffering
Performasecurity/riskassessment,identifyanyareasthatarenotcompliant
withUF&ShandsITpolicies,andmakesubsequentrecommendations
IdentifywhatUF&ShandsITteamsareneededforimplementationand
ongoingsupport
DefineongoingsupportrolesandresponsibilitiesbetweenUF&ShandsIT,the
customer,andthevendor

UF&ShandsITrepresentativeswillcontinuetopartnerwithBusinessUnitsthroughouta
projectorimplementationsothatITcanprovidethenecessaryserviceandsupport.

Hardware,application,orservicepurchasesthataremadewithoutcompletionoftheIT
reviewprocesswillbeprovidedbesteffortsupport.Besteffortsupportisdependent
upontechnicalcompatibility,workload,andavailableITresources.Anycostsincurred
toimplementtheprojectincompliancewithUF&ShandsITsecurityandtechnical
standardsaretheresponsibilityoftheBusinessUnit.


ScheduledOutages
ForeachBusinessUnitspecificapplication,theBusinessUnitsadministratoris
responsibleforprovidingastandardizeddowntimewindow(day,time,andduration)
thatITwillutilizeforscheduledmaintenancetothesystem.

WorkstationSupport
SupportedComputers
ThelistofUF&Shandsstandardcomputersisavailableonthefollowingwebsite:enter
websitehere.TheminimumPCandlaptopstandardsarebasedontherequirements
necessarytoadequatelyruncurrentUF&Shandsenterprisebusiness,research,and
clinicalsoftware.Thisstandardisindustrybasedandcanchangefrequently.All
UF&ShandsownedandinventoriedcomputerspurchasedthroughtheITAsset
ManagementGrouporthroughUF&Shandsstandardvendorsandonthestandard
computerlistarefullysupported.Customerswhoarelocatedoffcampusmaybe
requiredtobringtheircomputertotheSupportCenterforcertainissues.

ITwillprovidebesteffortsupportfornonstandardcomputersystems.Supportof
personallyownedcomputersislimitedtoassistingwithVPNorothersecuremethods
foraccessingapprovedbusinessapplications.

WorkstationSecurityandComplianceRequirements
AllUF&ShandsownedandinventoriedcomputersmustrunEnterpriseAntivirus,
Inventory,andSecurityPatching/AuditingsoftwareorITSecuritywillcollaboratewith
theBusinessUnitorvendortoimplementanalternativesolutionwhichcomplieswith
UF&ShandsITsecuritypolicies.AllUF&Shandsownedlaptopsmustbeencryptedby
UF&ShandsITWorkstationSupport.

Criticalworkrelatedfilesshouldbesavedtonetworkedstorage(fileshare).ITisnot
responsibleforanydatalostasaresultofstoringfilesonthelocalPCharddrive.
CustomersmayopenaServiceRequestwiththeITSupportCentertodeterminean
appropriatebackupmethod(USBdrives,externalharddrives,etc)forworkrelatedfiles
storedlocallyontheirPC.Externalstoragedevicesmustbeencryptedandpurchased
bytheBusinessUnit.

NonSupportedComputers
Computerhardwarewhichisnotcompatiblewithcurrentoperatingsystemsor
UF&Shandsmissioncriticalapplicationsisnotsupported.TheITAssetManagement
GroupwillworkwiththeBusinessUnittoidentifyupgrade/replacementoptionsthat
willprovidecompatibilitywithcurrentstandards.


LocalPCAdministrativeAccess
AServiceRequestforlocaladministrativerightstoaUF&Shandsownedandinventoried
computershouldbesubmittedbytheBusinessUnitsAdministratorwhentheaccessis
necessarytoaccommodatecriticalbusinessfunctions.Threeormoreservicerequestsfor
problemsrelatedtolocaladministrativerightswithinaoneyearperiodcanresultinthis
privilegebeingrevoked.

NewComputerOrderingandDeployment
BusinessUnitsmayorderanewcomputerfromtheITAssetManagementGroupsstandards
listbyeithersubmittingaServiceRequesttotheITSupportCenterorpurchasingthrougha
UF&Shandsstandardvendor.ThecostofacomputerorderedthroughtheITAsset
ManagementGroupwillbeprovidedinachargebackformtotherequestor.

Nonstandardconfigurationrequestsshouldonlybemadeifthestandardsystemsdonot
meetbusinessrequirements.RequestsshouldbesubmittedviaaServiceRequesttotheIT
SupportCenterandmustbeapprovedbytheITAssetManagementGrouppriortopurchase.

NewcomputerdeploymentisaPriority3(Routine)requestunlessthereisabusiness
requirementtoescalatethepriority.

ComputerReplacementPolicy
ComputerhardwarewhichisnotcompatiblewithcurrentoperatingsystemsorUF&Shands
missioncriticalapplicationsmustbereplaced.
BusinessUnitInitiatedFunding
ITWorkstationSupportwillprepareannualreportsforeachBusinessUnitidentifying
whichcomputersaredueforreplacementandtherecommendedreplacement
hardware.
CentralizedFunding
ITWorkstationSupportplans,budgets,andimplementscomputerreplacements.

ComputerRedeploymentandDisposalPolicy
ComputersthatarereplacedaresenttotheITAssetManagementGroupandevaluatedto
determineifthecomputersarecandidatesforredeployment.
RedeploymentProcess
o BusinessUnitInitiatedFunding
TheITAssetManagementGroupwillreturnthecomputertotheBusinessUnit
forredeployment.
o CentralizedFunding
TheITAssetManagementGroupwillreturnthecomputertoITcentralized
inventory.

10

DisposalProcess
TheITAssetManagementGroupwilldisposeofcomputersthatarenotcandidatesfor
redeploymentaccordingtoUF&ShandsITSecurityandAssetManagementpoliciesand
procedures.

ComputerRepair
Iftherepairofacomputerwillresultinanunacceptabledowntimeforthecustomer,a
substitutecomputerwillbeprovided.
IfthecomputerisnotunderwarrantyandtheITAssetManagementGrouporthe
BusinessUnitdoesnothavetheappropriatesparepart,anewcomputerwillneedtobe
purchased.
o BusinessUnitInitiatedFunding
TheBusinessUnitwillpurchaseanewcomputerfollowingtheNewComputer
OrderingandDeploymentprocess.
o CentralizedFunding
TheITAssetManagementGroupwillreplacethecomputerfromtheITComputer
EquipmentReplacementbudget.

PrinterSupport
FullySupportedPrinters:
ITwillcreateaserverbasednetworkprintqueueformultiuserprinting.Forprinters
purchasedthroughUF&ShandsIT,ITWorkstationSupportwilldiagnoseprinterproblems,
removepaperjams,installprintdriversonPCsasneeded,setupnewprinters,andchange
pickuprollers.ITwillrepairbrokenprintersorarrangeforvendorrepairunderahardware
maintenancecontract.Thelistoffullysupportedprintersisavailableonthefollowing
website:enterwebsitehere
OtherPrinters:ReasonableEffort
Duetopossibleprintdriverincompatibilityissuesonanetworkprintserver,ITmayNOTbe
abletocreateaserverbasednetworkprintqueueforprintersnotspecifiedasITfully
supported.Inthiscase,theprintercannotbeinstalledasanetworkprinter,butmaybe
utilizedasalocalprinter.ITdoesnotrepairprintersthatarenotpurchasedbyUF&Shands
IT.Ifaprinterisinneedofrepair,ITwilldirectyoutoalocalprinterrepairvendor.

HandheldDeviceSupport
ITsupportstheabilitytoaccessUF&Shandsemailandcalendarfunctionsfrom
UF&Shandsprovidedorpersonallyownedportabledevices.ITdoesnotsupporta
personallyowneddevice;ifthedeviceisdamaged,lost,orstolen,ITwillnotreplacethe
device.AllpersonallyowneddevicesmustmeetUF&ShandsITtechnicalandsecurity
requirements.

11

Software
FullySupported
ITwillinstall(oftenatnochargefromasitelicense)andtroubleshootthefollowing
applications:
o **ThecurrentandpriorversionofMicrosoftProfessionalOperatingSystem
o **ThecurrentandpriorversionoftheMacintoshOperatingSystem
o **ThecurrentandpriorversionofMicrosoftOffice
o **ThecurrentandpriorversionofMicrosoftInternetExplorer
o EnterpriseAntivirus
o EnterpriseInventoryandPatchManagementSoftware
o HospitalClinicalApplicationssuchasEpic
o CriticalbusinessapplicationssuchasPeopleSoft

**ITdoesnotsupportversionsoftheabovesoftwarethatarenolongersupportedby
thesoftwarevendor.NewlyreleasedOperatingSystems,softwareversions,andservice
packsmustbetestedandverifiedbyITbeforefullsupportisimplemented.Forcurrently
supportedsoftware,gotoenterwebsitehere.

ReasonableEffortSupport
TheITSupportstaffwillinstallanyUF&Shandsworkrelatedsoftwareandprovide
reasonableeffortsupportasITmaynothavetheexpertise,training,orexperiencewith
someapplications.

NotSupported
TheITSupportstaffwillnotassistwiththeinstallation,use,ortroubleshootingofnon
workrelatedsoftware.

IdentityandAccessManagement(IAM)
TheUF&ShandsIdentityandAccessManagementteamprovisionsapplicationandsystem
access,includingauthenticationandauthorization,tointernalusersatShands@UF,including
UniversityofFloridaPhysicians;UFHealthScienceCenter;ShandsJacksonville;andexternal
contractors.TheUF&ShandsIAMteamalsoworkswiththeUFDirectoryServicesteamto
provideadministrativeoversightofinformationforUF&ShandspersonnelintheUFDirectory.

Authentication
Allusersmustauthenticatetosystemsandapplicationswithauniqueuseridand
password,whichmustcomplywithIAMuseridandpasswordrequirements(seeIAM
UseridandPasswordRequirementsPolicy).Useridsshallbeuniquetoanindividualand
mustnotbereused.

12

Access
IAMusesdocumentedRolesBasedAccessControl(RBAC)asanaccessstrategy,cross
referencingeachprimaryrolewithintheenterprisetotheappropriateMicrosoftActive
Directorydomain,emailsystem,EpicEMRaccess,andotherapplicationlevelaccess.

o UF&Shands'policylimitsexternalaccesstopatientdatatocredentialedclinicians
andthoseShandsstaffthatprovidedirectoncallpatientcare(CP3.45).Non
Affiliatedcliniciansandotherexternalcontractorsarenotcurrentlyprovisioned
externalaccesstopatientdata.
o InternalUsers
AccessforemployeesofShands@UF,UFHealthScienceCenterandShands
Jacksonvilleisprovisionedattherequestofmanagementandmaybe
submittedinseveralapprovedformats.Userauthorizationhasbeenpre
definedbasedonemployeeroleaccordingtoShandsandUFsHuman
ResourcesPeopleSoftapplications.Requestsforaccessaretransitionedto
theIdentityandAccessManagementteamandqueuedforwork.
CredentialedProviderAccess,includingannualnewresidentaccess,is
requestedthroughtheUF&ShandsCredentialingOffices.
o ExternalUsers
StudentAccessisrequestedviatheUFPrivacyOffice,SantaFeCollege,or
theClinicalEducationAgreementwithspecificpredetermined,rolebased
access,includingaccessbeginandenddates.
ExternalContractorAccess(vendors,consultantsandotherexternal
contractors)requiresanexisting,fullyexecutedBusinessAssociates
AgreementwithUF&ShandsandaUF&ShandsSponsor,whorequests
accessonbehalfofcontractor.Accessisprovisionedwitha6month
expirationdateandliststheassociatedUF&ShandsSponsorwhois
responsiblefortheexternalcontractorandtheiraccess.Priortothe6
monthexpiration,thesponsorwillreceiveanemailreminder.Thesponsor
mustrespondwithverificationthattheexternalcontractorisstillunder
contract,atwhichtimethecontractorsaccountmaybeextendedfor
another6months.Otherwise,theaccountandassociatedaccessis
terminated.

TerminationofAccess
o IAMterminatesaccessforUF&Shandsemployeesdailyviaautogenerated
terminationreportsfromShandsandUFsPeopleSoftHRapplications.Credentialed
cliniciansareterminatedbasedonamonthlyterminationreportfromthe
UF&ShandsCredentialingOffices.

13


o EmergentterminationsoccurimmediatelyuponnotificationtoIAMfrom
managementortheHRDepartmentsofUF&ShandsorShandsJacksonville.
o Studentsareterminatedannuallyonpresetdates,unlessIAMisnotifiedthatthey
havebecomeinactivesooner,andterminationoccursatthattime.Thirdyear
medicalstudentshaveaccesspresettoexpirein24monthsofaccountcreation.
o TerminationofexternalusersoccurswhenIAMisnotifiedofcontractorworkend
dateorwhenaccountsexpireatthepreset6monthexpirationdate.

ServerSupport
FullySupported
o ITServerSupport
Purchasesandconfiguresallserverhardware
Provideswarrantyrepairandmaintainsaninventoryofcommonlyfailed
hardwarecomponents;failedcomponentsnotinstockcanbeordered,
received,andinstalledthenextbusinessdayiforderedby3pm
Installs,configures,supports,andmaintainstheserverOperatingSystem,
database(RDBMS)software,andthefollowingenterprisemanagement
softwareandservices:
Antivirus
InventoryandSecurityPatching/Auditing
Monitoring
Backup/Recovery
o ITDataCenterOperations
InstallstheserverhardwareinaUF&ShandsDataCenterfacility
o EnterpriseBusiness,Research,orClinicalSoftwareVendor
Installsandconfiguresthevendorapplication

SharedSupport
o EnterpriseBusiness,Research,orClinicalSoftwareVendor
Purchasesandconfigurestheserverhardwareandhandlesallhardware
maintenanceandrepair
Installs,configures,supports,andmaintainstheserverOperatingSystem
andthedatabase(RDBMS)software
Installsandconfiguresthevendorapplication
o ITDataCenterOperations
InstallstheserverhardwareinaUF&ShandsDataCenterfacility
o ITServerSupport
Installs,configures,andsupportsthefollowingenterprisemanagement
softwareandservices:
Antivirus

14


InventoryandSecurityPatching/Auditing
Monitoring
Backup/Recovery

VendorSupported
o EnterpriseBusiness,Research,orClinicalSoftwareVendor
Purchasesandconfigurestheserverhardwareandhandlesallhardware
maintenanceandrepair
Installs,configures,supports,andmaintainstheserverOperatingSystem
andthedatabase(RDBMS)software
Installsandconfiguresthevendorapplication
o ITDataCenterOperations
InstallstheserverhardwareinaUF&ShandsDataCenterfacility
o ITSecurity
ProvisionsfirewallservicestoprotecttheserverandtheUF&Shands
computingenvironmentfromcompromise

**VendorsmustutilizeeitheraSSLVPNoraLANtoLANVPNconnectiontoremotely
accessserversinstalledinaUF&ShandsDataCenterFacility.

DataRestores
DatastoredonserverslocatedinaUF&ShandsDataCenterfacilityisincludedinthe
UF&ShandsITEnterpriseDisasterRecoveryPlan.UF&Shandsrequiresthatproduction
computersystemsmaintainedbyITarebackeduptoprovidetheabilityto:(1)restore
theintegrityofcomputersystemsintheeventofahardware/softwarefailureor
physicaldisaster,and(2)provideameasureofprotectionagainsthumanerrororthe
inadvertentdeletionofimportantfiles.Individualfileswillberestoredduringbusiness
hoursasrequestedwithin1businessday.

CoreITServicesAvailability
99.9%uptimeavailabilityforcoreITservices,suchasnetwork,voiceservices,DNS/DHCP,
directoryservices,andenterprisestorage.

BusinessCriticalApplicationAvailability
99.6%uptimeavailabilityforUF&Shandsbusinesscriticalapplications.

NetworkandTelecommunicationsSupport
ITNetworkEngineeringandTelecommunicationsmaintainsacampusandwideareanetwork
ofroutersandswitchesnecessarytoprovidereliabledataandvoicecommunicationswithin

15


theUF&Shandscampus.NetworkEngineeringandTelecommunicationsalsoprovidesthe
followingservices:
Networkdesignandimplementationfornewconstructionandrenovations
PhysicalconnectionstotheUF&Shandsnetwork(i.e.desktops,printers,phones,
cameras,etc.)
Networkplanning,design,engineering,installation,andsupportforLocalArea(LAN)
andWideArea(WAN)Networkconnectivity
SecurewirelessaccessforUF&Shandsstaff,faculty,andstudents;Internetwireless
accessforUF&Shandsvisitorsandpatients
Networkmanagementandmonitoring
SSLandLANtoLANVPNforremoteaccesstotheUF&Shandsnetwork
IPAdministration(IPaddressrequests,DNS,DHCPservices)
Cellular
Paging
Voiceservices(i.e.callcenters,phonecalltrees,andvoicemail)
MaintenanceandRepair(i.e.software/hardwaretroubleshooting,phonereplacement,
etc.)

NewphoneserviceorphysicalnetworkconnectivityisrequestedbysubmittingaService
RequesttotheITSupportCenter.ITNetworkEngineeringandTelecommunicationswill
consultwiththerequestortodeterminetherequestorsneeds.Therequestorwillthen
receiveanemailwiththeestimateddateofcompletion.

Forneworadditionalphoneservice,therequestorwillfilloutachargebackinformationform
(enterwebsitehere)toestablishmonthlyrecurringcharges.Thisformmustbesignedbythe
requestorsCostCenterManagerorBusinessUnitAdministratorandreturnedtoITNetwork
EngineeringandTelecommunications.

DataStorageManagementandDisasterRecovery
UF&ShandsDataCenter(UDC)
UF&ShandsDataCentersofferthefollowingservicesinordertoprovideasafeand
secureenvironmentfortheoperationofserverresources.EachUF&ShandsData
Centerfacilityisassignedanoveralltierratingbyassessingthelevelortierofprotection
andavailabilityforeachservice.BasedonaBusinessunitsprotectionandavailability
requirements,UF&ShandsITcanselecttheappropriatedatacenterfacilitytohousethe
Businessunitsequipment.

Services:
o FireSuppressionSystem
Tier3gasfiresuppressionwithVESDAGold

16


Tier2preactionwatersprinklerfiresuppressionsystemSilver
Tier1normalbuildingsprinkler(charged)firesuppressionBronze
o 24x7SecurityMonitoring
Tier324x7videosecuritymonitoringGold
Tier2novideosecuritymonitoringBronze
o 24x7Staffing
Tier324x7stafflocatedonsiteGold
Tier28amto5pmstafflocatedonsiteSilver
Tier1remotelightsoutfacility(nostaffonsite)Bronze
o RaisedFlooringprovidedatallUF&Shandsdatacenterfacilities
o RedundantPowerSupplytotheEntireDataCenter
Tier3trueredundantA/BmultipathATSdualdatacenterUPSsystems
Gold
Tier2semiredundantA/Bmultipathdualdatacenterelectricalsystem
(AUPS/Bstreet)Silver
Tier1singlesourceUPSpowersystemBronze
o GeneratorBackupPower
Tier3trueredundantbackupgeneratorfeedGold
Tier2semiredundantbackupgeneratorfeedSilver
Tier1nogeneratorbackupstreetpowerONLYBronze

OverallTierRatingofUF&ShandsDataCenterFacilities:
o GainesvilleDG20=3
o GainesvilleHSC=2.5
o Jacksonville=2.5
o Gainesville(MERSouthTower)=2
o Gainesville(1329Building)=1.7

BackupsandOffsiteLocation
AlltieronecriticalserversphysicallylocatedinaUF&Shandsdatacenterfacilityare
includedintheITDisasterRecoveryPlan.Thisplanincludesinitialresponse,assessment,
activation,andrestorationstepsfordisasterrecovery.Databackupandrestore
objectiveshavebeenassessed;aswellasoffsitestorageofcriticaldatafordisaster
recovery.Disasterdrillsareconductedannuallytotestrecoveryofcriticalassets,the
disasterplan,andphasesofrecoverywithinUF&Shandsdatacenters.

ITStrategicPlanning
IThasresourcesavailabletoparticipateintheBusinessUnitsstrategicplanning.ITresources
cansuggestITsolutionsthatalignwiththestrategicgoalsoftheBusinessUnit.Pleasecontact

17


oneoftheITDirectorslistedintheappendixatthebottomofthisdocumenttoparticipatein
theBusinessUnitsstrategicplanning.

ApplicationSupport
IThasapplicationanalysts,databaseadministrators,andinterfaceengineerstosupport
UF&Shandsclinicalpatientcareapplications,clinicalrevenuecycleapplications,campus
businessapplications,collegelevel/administrativeapplications,anddepartmental
applications.Supportincludesbutisnotlimitedto:
Softwareevaluation,includingrequestforproposal(RFP)writing
Projectmanagementofnewsoftwareimplementationsorsoftwareupgrades
Businessimpactanalysis
Softwarevendormanagement,includingissuesmanagementandoncallsupport
escalation
Applicationadministration,includingapplicationsupportandoncall;applicationprinter
setup;tablemaintenance;patchmanagement;interfacemonitoringand
troubleshooting;applicationsecurityadministration;andapplicationreportwriting
Databaseadministration
Interfacedevelopmentandmaintenance

SystemsDevelopmentandReportingServices
Thepurposeofsystemsdevelopmentistocreatesoftwaresolutionsthatareneeded,butnot
availablecommerciallyorcompletelyasopensource.ServicesavailablefromtheSystems
Developmentdepartmentinclude:
Websitedesign
Webapplicationdevelopment
Dataanalysisandreporting
Interfacedevelopment
Technicalsupportofalloftheabove

ServiceObjectives:
NewsoftwareprojectrequestsAprojectcharterdevelopmentmeetingwillbecalled
within5businessdaysoftherequest.Theprojectcharterservestoidentifysponsors
andstakeholders;projectgoalsandobjectives;problemandopportunity;and
scope/highlevelspecifications.
UF&ShandsITseekstomeettheapplicationsoftwareneedsforUF&Shandsregardless
oftheavailabilityoffunding.Funding,however,mayimpacttiming.Fundedsoftware
projectshaveresourcesassignedpersistentlyuntilprojectgoalsaremet;unfunded
softwareprojectsareaddressedwithresourcesonafirstcome,firstservebasis.

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GrantandResearchTechnicalSupport
UF&ShandsITprovidestechnicalsupporttotheUF&Shandsresearchcommunitythroughout
thegrantlifecycle.Servicesinclude:
Technicalconsultationforgrantproposals
Softwareengineeringincludingdevelopment,interfaces,andintegration/webservices
Researchdataservicesincludingdataarchitecture,modeling,development,
management,analysis,andreporting
Dataretention,archival,andpurgeatprojectend
Technicalsupportandintegrationforgrantadministrationinformationsystems

ServiceObjectives:
TechnicalconsultationongrantproposalsResponsewithin1businessdayofrequest;
assignedresourcewithin2businessdaysofrequest.Theseobjectivesaredependent
upontheavailabilityofresources.
NewgranttechnologyprojectrequestsAprojectcharterdevelopmentmeetingwillbe
calledwithin5businessdaysoftherequest.Theprojectcharterservestoidentify
sponsorsandstakeholders;projectgoalsandobjectives;problemandopportunity;and
scope/highlevelspecifications.
UF&ShandsITseekstomeetthetechnologyneedsforUF&Shandsregardlessofthe
availabilityoffunding.Funding,however,mayimpacttiming.Fundedsoftwareprojects
haveresourcesassignedpersistentlyuntilprojectgoalsaremet;unfundedsoftware
projectsareaddressedwithresourcesonafirstcome,firstservebasis.

EducationalTechnologies
EducationalTechnologiesprovidesleadership,visionandservicesinthefollowingareas:
ClassroomSupport
o Manageacademicspacesincludingscheduling,improvements,renovations,and
equipmentupgrades
o Managethetechnologyinfrastructureincludingallinstalledequipment,
improvements,andupgrades
o Managelecturecaptureandstreamingofrealtimeandrecordedsessions
o Provideonsitetroubleshootingofclassroomproblems
o Facilitatetheuseofclassrooms
o Provideconsultationonthedesignandlayoutofclassroomfacilities,including
recommendationsforequipment
DistanceEducation
o FacilitatetheuseofcampuselearningintheSakaicoursemanagementsystem
o ProvideconnectivityandconsultationforsitesremotetotheGainesvillecampus
FacultyDevelopment
o Conductmultipleconferencesthroughouttheyear

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o Developinterprofessionaleducation;certification;scholarshipofteachingand
learning;tenureandpromotion;andcurriculumprograms
o Developcourses
o Research,planandteachtheuseofinstructionaltechnology
o Consultandassistwithdesigningresearchstudies
o Consultandassistwithquantitativeandqualitativeanalysisofdata
o Consultandassistwithjournal,posterandpresentations
Testing
o Facilitymanagement
o Providetestpreparationservices
o Providetestproctoringservices
Training
o Managetrainingfacilitiesbycoordinatingtheuseoftrainingrooms;managing
hardwareandsoftware;andsupportingtheUF&ShandsTrainingandRegistration
System
o Conduct,communicateanddocumentworkshops
o Consultonproductivityandeducationalsoftware
VideoConferencing/Telemedicine
o Schedulevideoconferencingresources
o Managevideoconferencingtechnologyinfrastructureincludingallinstalled
equipment,improvements,andupgrades
o Troubleshootproblemsonsite
o Facilitatevideoconferences

PeriodicReviewofAgreement
ThisServiceLevelAgreementshallbereviewedasneededbytheUF&ShandsITSteering
Committee.

Changes,Additions,orDeletionstothisAgreement
Changes,additionsordeletionstothisdocumentforanyspecificneedsoftheBusinessUnit
mayonlybemadebyaddendumwithwrittenagreementbetweenUF&ShandsITandthe
BusinessUnit.AsrequestedbyITortheBusinessUnit,addendumreviewswillbeconducted
byrepresentativesofITandmembersoftheBusinessUnitsAdministration.

APPENDIX:ITOrganizationChart

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