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Datacenter – LoboCloudService Level Agreement (SLA)ByInformation Technologies (UNM IT)ForEffective Date:University of New Mexico (Customer)Document Owner:Brian PietrewiczVersionDateAuthorRevision Notes1.72/16/16Brian PietrewiczTransferred to new templateRelated/Referenced Documents:UNM IT - Datacenter - LoboCloudInternal UNM onlyPage 1 of 8Form Date:10/8/2015

Table of Contents1General Overview .32Service Description .32.1Service Scope . 32.1.1 Department IT Requirements to Use the Service (OU Administrator or Department IT) . 32.1.2 Boundaries of Service Features and Functions . 42.2Service Level Performance . 42.2.1 General Service Levels. 42.2.2 Specific Service Levels . 43Roles and Responsibilities .43.1UNM IT Responsibilities in Support of the Service . 43.2Customer Responsibilities in Support of the Service. 54Hours of Coverage and Escalation .64.1Hours of Coverage . 64.2Service Exceptions to Coverage . 64.3Escalation and Exceptions . 65Service Requests .65.1Service Request Submission . 65.2Service Request Response . 66Incidents.66.1Incident Report. 66.2Incident Response . 76.3Prioritization . 77Maintenance and Service Changes.78Pricing and Billing .79Reviewing and Reporting .79.1System Performance and Availability Reporting . 79.2SLA Reviews . 810Approvals .8UNM IT - Datacenter - LoboCloudInternal UNM onlyPage 2 of 8Form Date:10/8/2015

1 General OverviewThis is an SLA between the Customer and UNM IT to document the provision of: The LoboCloud Service;The general levels of response, availability, and maintenance associated with these services;The responsibilities of UNM IT as a provider of these services;The responsibilities of the End-Users and Customers receiving these services;The financial arrangements associated with the service.This SLA shall be effective as of the Effective Date set forth on the cover page and will continue until revisedor terminated.2 Service DescriptionUNM IT documents services and associated fees in the UNM IT service catalog,http://it.unm.edu/servicecatalog.2.1 Service ScopeThe LoboCloud service allows a Customer to build a virtual machine (VM) within minutes. Virtual machinescan be tailored to user specifications, with optional storage and database components.LoboCloud features include: Choice between Red Hat Linux and Windows Server Operating System;Department IT administration access to the server;Automated push of Windows Server critical patches;Automatic installation of Red Hat critical patches;Snapshot backups of virtual machines from previous seven days of nightly snapshots.Additional services are available upon request as described in the UNM IT Service Catalog.In addition, UNM IT provides underlying infrastructure, staff, and processes including: 2.1.1 Friendly, courteous and efficient service;Support services via UNM IT Service Desk;Prompt referral of any inquiries/complaints to the appropriate responsible team;Web access to include service catalog, billing portal, self-service portal;System level backup;Basic up/down system monitoring;Physical Servers, Networking, and Storage, Firewall, and Datacenter Facilities;Continuous effort to develop and improve services for all service users.Department IT Requirements to Use the Service (OU Administrator or Department IT)Organization Unit Administrator or Department IT is responsible for first level triage of incidentsand service requests;Departmental system administrator is required to:o Administer and configure the operating system as required for application deployment andsupport;o Adequately secure system, including but is not limited to: Patch all applications outside of the operating system; Set appropriate permissions to the server and applications; Ensure security functions remain enabled (Example: anti-virus);UNM IT - Datacenter - LoboCloudInternal UNM onlyPage 3 of 8Form Date:10/8/2015

Use only privileged accounts when performing admin tasks (do not useNetID/Normal user account).o Respond to monitoring alerts in a timely manner;For Windows Operating Systems, by default, all critical patches are downloaded monthly to theserver. The OU Admin must set schedule to install all critical security patches within five businessdays of release via group policy;For Red Hat Operating Systems, by default, all critical patches are installed monthly to the server.System Admins must set schedule to restart services/systems, when necessary, within five businessdays of release;Notify UNM IT in a timely manner of a security breach;Agree to leave UNM IT admin permission in place as configured by UNM IT;Destroy and/or demise unwanted virtual machines preceding the start of the billing cycle;Verify third party applications or software are supported on UNM IT hosted operating systems;Provide specific protocol and ports required for virtual machine needs upon request;Perform installation of any third party applications or software;Ensure installation and support of integrated components, such as Apache, Samba, IIS, that areactivated;Ensure any software, outside of the operating system, on the virtual machine is appropriatelylicensed;Perform all traditional application administration activities such as upgrades, patches andtroubleshooting;Request restores from snapshots by contacting the UNM IT Service Desk;Notify UNM IT via Help.UNM prior to collecting and storing sensitive data (i.e. secure/confidential,PII, FERPA, HIPAA);Provide a representative to participate in resolving and reviewing high-priority incidents. 2.1.2 Boundaries of Service Features and FunctionsUNM IT will retain administrative access to VMs;Payment Card Industry (PCI)-Credit Card data will not be stored in the virtual environment;Services hosted by UNM IT are being provided to the Customer only. Any resale of this service mustbe disclosed in advance, in writing to the Service Owner;Installations are limited to vendor supported versions of Red Hat Linux and Windows only.2.2 Service Level Performance2.2.1 2.2.2 General Service LevelsScheduled maintenance windows;UNM IT will periodically review memory and CPU utilization for recommendations on “right-sizing”the virtual machine;UNM IT will provide three snapshot restores per fiscal year, per system at no charge to theCustomer. Hourly fees will apply for additional snapshot restores.Specific Service LevelsVirtual machine created within 30 minutes of Department approval;o Firewall requests can take up to 72 hours;Virtual machines will be available 99.9% of the time.3 Roles and Responsibilities3.1 UNM IT Responsibilities in Support of the ServiceUNM IT responsibilities and/or requirements in support of this SLA include:UNM IT - Datacenter - LoboCloudInternal UNM onlyPage 4 of 8Form Date:10/8/2015

Provide transition support for operating system end of life:o Notify Customer and Department OU Admin 90 days prior to operating system, end of lifesupport;o Provide VM of identical processor, storage and memory, free of charge for 30 days, tofacilitate migrations and/or upgrades due to operating system End of Life support;o In lieu of transitioning VMs, upgrades to the existing VMs operating system will beconsidered on a case by case basis;o Restrict access to VMs with operating systems that are no longer supported by vendor.Perform routine maintenance of underlying infrastructure, operating system including anti-virusand VM tools;Provide support in the form of documents and processes including Fastinfo entries (e.g., Q&A,training videos:o Fastinfo: fastinfo.unm.edu;o Forum: forum.unm.edu.System operations, administration and network connections;Web access to include service catalog, billing portal, self-service portal;System level backup processes and disaster recovery;Basic up/down system monitoring;Friendly, courteous and efficient service;Support services via UNM IT Service Desk;Prompt referral of any inquiries/complaints to the appropriate responsible team;Continuous effort to develop and improve services for all service users;Meet response times associated with the priority assigned to incidents and Service Requests;Generate reports on service level performance;Adhere to established Maintenance windows;UNM IT will bring to the Department’s attention any situation in which extra time is being requiredof UNM IT staff to support services due to lack of Department staff knowledge, planning or poorimplementation practices. In these situations, UNM IT reserves the right to bill, at our standardhourly rate or expedited service rate, for additional time spent in support of services beingdelivered to the Department;Publish all scheduled maintenance via:o IT Alerts at http://it.unm.edu;o LoboMobile;o SYSINFO-L listserv email.3.2 Customer Responsibilities in Support of the ServiceCustomer responsibilities and/or requirements in support of this SLA include: Maintain appropriate staff expertise in the maintenance and support of any Customer supportedequipment and/or applications;Provide accurate and current administrator and approver contact information for each VM.IT Strategic Advisory Committee to collaborate with UNM IT on the service framework to satisfy theUniversity of New Mexico business requirements;Contact UNM IT Service Owner for additions or changes in established service levels;Comply with UNM Business Policies 2500, 2520, ty-policies/7000/7215.htmlUNM IT - Datacenter - LoboCloudInternal UNM onlyPage 5 of 8Form Date:10/8/2015

4 Hours of Coverage and Escalation4.1 Hours of CoverageLoboCloud is provided 24 hours a day 7 days a week except for periods of planned maintenance.4.2 Service Exceptions to CoverageThis section intentionally left blank.4.3 Escalation and ExceptionsIf you are not satisfied with the performance of the service or incident/request process, please contact theService Owner or Service Manager.UNM IT ContactService OwnerService ManagerBrian PietrewiczDirector, IT [email protected] SwancerAssociate Director, CustomerSupport [email protected] request exceptions to defined service levels based on exceptional business needs, please [email protected] The Office of the CIO / UNM IT will respond to the message within 5 business days andescalate any mutually agreed upon exceptions to the IT Strategic Advisory Council (ITSAC) and UNM'sSenior Administration for review, approval, and funding, if necessary.5 Service RequestsA Service Request is defined as a request for information, advice, or for access to a service.5.1 Service Request SubmissionService Requests can be submitted by calling 505.277.5757. Current hours of operation are listed on theCustomer Support Services website, http://it.unm.edu/support.Online Service Requests can be submitted at the following URL: https://help.unm.edu.5.2 Service Request ResponseFor all requests, UNM IT’s objective is to acknowledge and assign requests within twelve (12) businesshours of receipt. Requests will be fulfilled within seven (7) days.Campus priorities may require exceptions during certain times of the Academic year.6 IncidentsAn incident is defined as any interruption in the normal functioning of a service or system.6.1 Incident ReportIncidents can be reported using Help.UNM at https://help.unm.edu or by calling the UNM IT Service Deskduring business hours at 505.277.5757.UNM IT - Datacenter - LoboCloudInternal UNM onlyPage 6 of 8Form Date:10/8/2015

For service outages after hours, call 505.277.5757 and select Option #3 to leave a message for the Manageron Duty (MOD). The MOD will contact the appropriate service technician to help resolve the service outage.Time spent on resolving incidents that are end-user caused will be billed to the appropriate party atcurrent hourly rate, including travel time. Material will be billed along with any associated expensesincurred to remedy the Incident.6.2 Incident ResponseResponse time objectives for incidents reported to UNM IT are as follows:Priority 1 (P1) is acknowledged, accepted and resolved within four (4) clock hours.Priority 2 (P2) is acknowledged, accepted and resolved within one (1) business day.Priority 3 (P3) is acknowledged, accepted and resolved within four (4) business days.Priority 4 (P4) is acknowledged, accepted and resolved within nine (9) business days.6.3 PrioritizationAll reported incidents receive a priority number based on the impact and urgency of the serviceinterruption.Impact is determined based on the number of people/departments/buildings that are affected by theinterruption or outage. Life-Safety issues are taken into consideration for assessing and assigningpriorities.Urgency is based on the acceptable delay to restore the service. Urgency can be critical or high and isdetermined based on the nature of the service outage.UNM IT may prioritize incoming incident requests as P1 or P2 priority if it meets one or more of thefollowing criteria: Significant number of people affected;The level to which work is impaired for individuals;Academic and Administrative Calendar deadlines;Significant impact on the delivery of instruction;Significant risk to safety, law, rule, or policy compliance.7 Maintenance and Service ChangesThe Maintenance Window for LoboCloud can be found on the UNM IT website,http://it.unm.edu/availability.UNM IT reserves the right to modify the maintenance window.8 Pricing and BillingCharges for UNM IT services are billed monthly in arrears and post automatically to UNM departmentalindices on the 1st business day of each month. Monthly bill detail for UNM IT charges can be accessed usingthe UNM IT Billing Portal at http://it.unm.edu.9 Reviewing and Reporting9.1 System Performance and Availability ReportingVarious reports, logs and statistics are available upon request.UNM IT - Datacenter - LoboCloudInternal UNM onlyPage 7 of 8Form Date:10/8/2015

9.2 SLA ReviewsUNM IT is responsible for facilitating reviews of this document. Contents of this document may be amendedas required, provided mutual agreement is obtained from the primary stakeholders and communicated toall affected parties.This SLA contains the complete agreement between the parties and shall not be changed, amended oraltered except in writing and signed by each party.10 ApprovalsUNM IT: University of New Mexico CIOCUSTOMER:By: Gilbert GonzalesBy:Signature:Signature:Title: Chief Information OfficerDate:UNM IT - Datacenter - LoboCloudInternal UNM onlyTitle:Date:Page 8 of 8Form Date:10/8/2015

Datacenter – LoboCloud . Service Level Agreement (SLA) By . Information Technologies (UNM IT)