- 1.0 Overview
- 2.0 Purpose
- 3.0 Funding of Services
- 4.0 Terms of Agreement
- 5.0 IT Communications Services Responsibilities
- 6.0 Customer Responsibilities
- 7.0 Performance Measures
- 8.0 Problem Resolution
- 9.0 Upgrades
- 10.0 Security
- 11.0 Accountability
- Appendix A - Service Rates
This Service Agreement (SA) is between ITCom and its Customers. Under this SA, ITCom agrees to provide, at the rates and for the duration specified, Off Campus locations with an attachment to a Backbone for data services for the Local Area Networks (LANs) of the units, and their departments, of the University of Michigan Ann Arbor campus. The off campus locations are those buildings which aren't part of the ITCom fiber network as specified in the Interbuilding Fiber SA.
This SA also covers performance, reliability, other topics pertinent to the Off Campus Backbone Attachment; in particular, it lists key responsibilities of ITCom and its Customers. Where appropriate, it mentions critical responsibilities of Ameritech, who provides the links to Off Campus connections.
The purpose of this SA is to establish a cooperative partnership between the Customer and ITCom by clarifying roles, setting rates and expectations, and providing mechanisms for resolving problems.
3.0 Funding of Services
Service rates are detailed in Appendix A. These will be reviewed annually unless there is a substantial change in Ameritech circuit rates at which time a review would be performed quickly. Any revisions will be made by IT, in consultation with the current customers, prior to SA renewal.
The billing for these rates will applied to the service unit billing monthly statements.
Charges will begin as soon as ITCom's portion of the installation is complete.
4.0 Terms of Agreement
This SA is for one (1) year, starting July 1st and ending June 30th of the following calendar year. At the end of this term, it may be renewed on an annual basis by agreement of both the Customer and IT. If ITCom finds it necessary to alter this service level agreement it will notify Customers six (6) months prior to the date the change take effect.
The completed network will be installed in the time it takes Ameritech to install the interbuilding circuit plus two weeks. These are unique installations so it is hard to quantify the amount of time Ameritech will take. It has been ITCom's experience that it takes approximately two months. The further away the site is from Ann Arbor the longer it will take. A safer total time estimate would be four months.
In the rare case that a department has needs not covered in this SA, a custom SA can be negotiated between the IT Communications Services and the customer. The customer SA will need to be signed by both parties 90 days before it is put into effect.
5.0 IT Communications Services Responsibilities
The specific responsible party is indicated in brackets "."
IT Communications Services shall:
Comply with service standards as described by ITS Infrastructure Service Expectations.
Support the following protocols on the backbone connections: IP, IPX, AppleTalk, VINES IP.
Engineer, purchase, install, and maintain an interbuilding network line which extends from an appropriate router to the first point of attachment to the customer's LAN. The point of LAN attachment will be at the Customer's first hub, which must be accessible and near the point of entry into the building.
Evaluate, engineer, purchase, install, and maintain the Backbone connections (including the IP, IPX, AppleTalk and VINES IP protocols) as covered by this agreement, or as deemed appropriate by ITCom if not covered. In addition, programming and network administration support necessary to install and maintain the Backbone connections hardware and software, as covered by this agreement.
Contract with the Tel. Co. to provide the circuit between the building with ITCom's equipment and the customer building. This circuit is leased by ITCom and this portion of the service quality is bound by Ameritech.
[Telecom Project Manager]
Evaluate, engineer, purchase, install, and maintain a connection to the Internet. The goal of IT Communications Services is to maintain the backbone service in such a way that it will not be a bottleneck in accessing the Internet.
Provide necessary supplies for the operation of the Off Campus Backbone Attachment.
Facilitate Customer requested changes to the supported protocols on the Backbone interface.
Keep the Network Administrators informed of Backbone and Off Campus Attachment status. This will be done via email if there is a change, and this notification will be done within two hours of any change.
Provide performance measurements as detailed in sections 7.1 and 7.2. This information will be available via the web at http://www.noc.umnet.umich.edu/.
Provide a 24 hour per day, 365 days per year (24 x 365) method for users of the connected networks to determine if there is a problem with Backbone connectivity, and if so where. Users will be able to check the web server, http://www.noc.umnet.umich.edu/, for real-time status of the Backbone.
Provide 24 x 365 monitoring and maintenance of the hardware and supported protocols on the following:
- Backbone interface for the department's LAN
- Cable and equipment up to the first point of connection to the department's LAN.
Provide 24 x 365 monitoring of the hardware and supported protocols on the following:
- The first customer device connecting to the router interface.
Provide the Department with the address space to accommodate the demonstrated needs of the Customer. ITCom reserves the right to reclaim address space if doing so will not compromise the growth of the departmental network.
Diagnose all reported network problems.
6.0 Customer Responsibilities
Submit a Service Order to IT Communications Services with an authorized signature. Provide the name of the person who will be the contact for the installation and name of the Network Administrator who will be the contact for ongoing maintenance. Also submit a help request ticket, describe the change needed, and assign it to ITS - Network.
Acquire and maintain their LAN(s) such that it does not compromise the performance or integrity of IT's Backbone. Note that quality of installation has a great deal to do with performance, reliability and availability.
Provide an appropriate installation site for the ITCom and Ameritech equipment coming into the building. Provide ITCom with one ethernet AUI or 10Base-T connection. The site of the connection shall provide appropriate cooling, electrical supply (120 VAC) and conditions, cleanliness and physical security. The site will also be free of any hazards such as asbestos.
Provide financial compensation to ITCom for damage to ITCom equipment.
Provide support to the users of this service. Including, but not limited to the following:
- First-level, network support for service users
- Distribution of software specific to network use
- Distribution of applicable documentation for this service
- Readily available training in the use of the service.
- Documentation covering security and the proper use of this service
Track user data and administer services, including IP addresses and DNS services, resolve conflicts between users, and correlate IP addresses to individual machines. IT Communications Services will have electronic access to IP address information 24 x 365.
In consultation with others, as necessary, handle violations of Proper Use Policy, and all other applicable policies, by service users. Handle violations of system security and take appropriate security measures, including user education.
Provide to ITCom the email, phone, and pager (optional) contact information for the Network Administrator and a backup administrator. There will be an indication of which of these methods shall be 24 x 365, so that IT will be able keep the network administrator informed of the status of their backbone connection. Any changes to these contact/notification methods must be communicated to IT Communications Services via the ITS Service Center.
Notify IT Communications Services of any change in the Network Administrator at least one week before the change occurs, and include the name of the temporary Network Administrator. The Customer will inform IT Communications Services who the new, permanent Network Administrator is not later than one week after the new person is hired. Notification is required via the ITS Service Center.
Give ITCom at least two (2) hours advance notice of a change in the LAN configuration that could potentially change the state of connectivity of the equipment covered in this contract. If the Network Administrator is not sure if there will be an impact, then he/she will contact the UMnet group for advice. Notice must be given either by calling 936-3282, or sending email to [email protected]. The Customer will be responsible for any charges which are caused by the Customer's failure to notify IT.
Provide ITCom with an AUI or RJ-45 port in the basement of the building. This interface must be available at the time of connection. ITCom will attach the ethernet circuit to one interface.
Provide a network device, hub, router or switch with SNMP (for standard RFC MIBs) which will be the first point of attachment.
Not divulge privileged contact information, such as the phone number of the NOC, to anyone not acting in the Network Administrator role.
Supply ITCom with realistic projected address space requirements for the next two years when requesting more address space.
Be responsible for any charges from ITCom for diagnosing network problems that fall under the customers responsibility.
7.0 Performance Measures
7.1 Backbone Technical Performance
ITCom will ensure the Off Campus Backbone Attachment operates at industry standards to the extent it is within their control. Since Ameritech provides components of the complete network ITCom is dependent upon their ability to provide appropriate service. It must be noted that ITCom is using Ameritech components in ways not fully supported by Ameritech to provide higher performance at a lower cost. This is generally not a problem but if it is the Customer must meet with ITCom to determine a solution.
IT Communications Services will facilitate Customer-requested changes to the supported protocols on the Remote Backbone Attachment interface within one (1) working day of notification via the ITS Service Center.
There is bandwidth to support virtually every application that uses the network in traditional ways. ITCom will make upgrades to the infrastructure to retain this capability. However, as of this date, the infrastructure is able to handle transmission of only text and images. It is not capable of handling full frame video streams. When it becomes appropriate to provide video capability, ITCom intends to do so.
IT Communications Services will make baseline throughput measurements available on the web. Information will be available on the customer router port, the ITCom backbone and the U-M backbone interconnect. These measurements will be updated every 24 hours. This information will be available via the web at http://www.noc.umnet.umich.edu/.
If a Customer's LAN compromises the performance of ITCom's Backbone infrastructure, ITCom will take appropriate action to restore performance (if possible), or take other action, up to and including disconnecting service to the network (or a piece of the network), if necessary, to maintain the Infrastructure.
In rare cases, a connection to a Customer LAN may be turned off due to a violation of University of Michigan's Proper Use Policy. The deactivation of the router port will not occur without previous notification being given to the Network Administrator. When feasible, such action will occur through mutual agreement between the Customer and IT.
7.2 Backbone Maintenance Performance
Except as covered in Section 7.0, ITCom will ensure availability of the Backbone 24 x 365.
In general, availability will only be changed by negotiation between the Customer and IT. In the rare circumstance that ITCom must alter system availability, the Customer will be notified as soon as possible.
Network maintenance, when required, will occur on Tuesday, Friday, and Sunday mornings between 5:00 AM and 8:00 AM. Maintenance which may result in a complete lack of connectivity for all Customers will be restricted to Sunday mornings between 5:00 AM and 8:00 AM.
If a customer experiences a problem with their Off Campus backbone attachment, the network administrator will contact IT Communications Services, via email at [email protected], or 936-3282. The NOC will notify the on-call technician, and the technician will communicate with the user within 15 minutes of notification from the network administrator. If on-site support is required during normal business hours (i.e., 7:30 AM to 4:30 PM Monday through Friday, excluding holidays), ITCom will have a technician on-site of the router within 30 minutes of notification from the NOC. During non-business hours, a technician will be on-site of the router within two (2) hours.
In the event that there is problem with more than one customer's connection, the customer will be notified of these problems via mail to the email group [email protected], and the customer will not be contacted directly.
Unscheduled downtime for any segment of the Backbone due to "typical problems" (e.g., misconfiguration and hardware failures) is targeted not to exceed 1% of scheduled availability during a year period. This excludes circuits not provided by IT, such as ISDN BRI, Telco DS1, Telco LAD circuits.
Atypical problems and emergencies (e.g., vandalism or fire) will be handled to the best of IT Communications Services's ability.
To gauge such performance, ITCom will make uptime/downtime measurements available on the web. Information will be available on the customer backbone router port, the ITCom backbone and the UM backbone interconnect. These measurements will be updated on a 24 hour basis. This information will be available via the web at http://www.noc.umnet.umich.edu/.
7.3 User Perceptions of Network Performance
ITCom and the Customer acknowledge that performance and performance measures are affected by many factors which may be difficult to define and/or anticipate due to the nature and uses of the underlying systems and clients. Further, we recognize that "perceived response time" by users is a critical performance measurement. Therefore, in cases where the "perceived response time" by users becomes an issue, problems will be resolved by the procedures outlined in Section 8.0, "Problem Resolution."
8.0 Problem Resolution
To help determine the existence and scope of a possible problem, the Network Administrator may call 6-DATA, or send email to [email protected].
Similarly, ITCom will contact the Network Administrator by email, phone or pager to address any infrastructure problem being caused by the Customer's LAN.
When performance measures do not meet the standards specified in this SA, the Customer and ITCom will jointly work to:
- Identify the cause of the problem.
- Resolve the problem as quickly as possible.
If resolution is not achieved within eight (8) business hours, the Customer and/or ITCom will escalate the problem to the appropriate Telecom Project Manager.
If a resolution is not achieved within sixteen (16) business hours, the signer of the Service Order and the Director of ITCom will be notified.
Software and hardware upgrades are at the discretion of ITCom and cover the Backbone and associated Backbone hardware. These upgrades will be made with minimal disruption of service (See Section 7).
Upgrades to customer attachments are at the discretion of the customer. The upgrade installation rates are difference between the two type of attachments. After the upgrade the customer will pay the monthly rate of the new attachment.
ITCom will take appropriate steps to provide physically secure access to the routers and connecting cables. Routers are placed in secure locations. The best authentication mechanisms available on the routers will be used. There are no filters set on the router ports. Therefore, all packets are passed through.
At times, ITCom will use a network "sniffer" to look at packets on the backbone to troubleshoot problems. These packets will be used for no other purpose.
ITCom warrants that all reasonable measures within its resources shall be taken to ensure the performance, availability, and integrity of the UMnet Backbone as covered in this agreement. ITCom assumes responsibility for the hardware and software that it provides to execute this SA, as well as for the actions of ITCom staff. ITCom's liability for damages is limited to hardware replacement or repair, software fixes, and corrections to staff errors.
The Customers agrees not to operate their LAN in a manner that compromises the Backbone or violates security or other applicable policies. The Customer also assumes responsibility for any misuse of their LAN by users and will remedy any such situations.
The ITCom monthly circuit rate, listed below, includes the rate for Ameritech's interbuilding circuit which can vary dramatically. Any change in Ameritech prices will be transferred to the Customer at the time they occur.
- Backbone and Circuit Rates
- UMnet Backbone Pricing Model Detail
- CONSULTING: Hourly: $120.00
Last update June 2010