Incident Response:
Severity | Response | Target Close / Timeframe |
Campus Wide Outage | 15 Minutes | 4 Hours, 24x7 |
Major Administrative Process inoperable or degraded | 30 Minutes | 6 Hours, 24x7 |
Application feature error | 2 Hours | 12 Hours, M-F 8am-5pm |
Does not include clinical, research or local UNTHSC systems or support.
Availability support is provided 24x7, excluding planned downtime. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.
Incident Response:
Severity | Response | Target Close / Timeframe |
Campus Wide Outage | 15 Minutes | 4 Hours, 24x7 |
Major Administrative Process inoperable or degraded | 30 Minutes | 6 Hours, 24x7 |
Application feature error | 2 Hours | 12 Hours, M-F 8am-5pm |
Does not include clinical, research or local UNTHSC systems or support.
Ongoing as needed and as planned
Does not Include Local Application Development
Ongoing as needed
65% of projects completed on-time and on-budget, as planned following requirements approval (without scope changes or customer delays).
Incident Response:
Severity | Response | Target Close / Timeframe |
Campus Wide Outage | 15 Minutes | 4 Hours, 24x7 |
Major Administrative Process inoperable or degraded | 30 Minutes | 6 Hours, 24x7 |
Application feature error | 2 Hours | 12 Hours, M-F 8am-5pm |
Application development for non-UNT System units.
Contract and Relationship Management with vendor; Handle contractual payments for services rendered. Review and manage contract service levels. Liaison between Advancement Offices and Blackbaud for contract management services.
This hosted product provides Advancement Offices of all three campuses services via the following BlackBaud products: Raiser’s Edge, Gift Processing, Event Management, Donor Prospect Portfolio Management, NetCommunity Web Site and online giving, and Business Intelligence data warehouse
PeopleSoft General Ledger feed (outbound), and Imports of data from ITSS operated Student and Human Resource systems (inbound).
Contracted availability is 99.9%, 24x7, excluding planned downtime, calculated monthly (Planned downtimes are Tuesdays and Thursdays from 11:00pm-3:00am EDT/EST and Sundays from 3:00am-7:00am EDT/EST)
N/A
Operate the business intelligence Extract Transform Load and associated database infrastructure as well as the Cognos reporting infrastructure to support business intelligence activities across the UNT System Components.
Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.
Incident Response:
Severity | Response | Target Close / Timeframe |
Campus Wide Outage | 15 Minutes | 4 Hours, 24x7 |
Major Administrative Process inoperable or degraded | 30 Minutes | 6 Hours, 24x7 |
Application feature error | 2 Hours | 12 Hours, M-F 8am-5pm |
Delivery of user reporting or online search activities.
Does not include Business Intelligence Local to Campuses
Ongoing
Design, install, upgrade as needed and maintain campus data distribution network providing 10/100 Mbps and 1/10 Gbps connectivity speeds depending on the application requirements. Support sub-netting, segmentation, redundancy, capacity planning, IP address management, equipment evaluation and selection, vendor evaluations and inventory management. Based on customer written specifications for service and schedule information.
Availability: 99.5% (excludes unplanned power outages in addition to equipment availability).
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request - to activate an existing data port(s) | 8 business hours | 5 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident - service outage of 49 or more users in a single building | 1 hour | 8 hours |
Routine Incident - service outage of 48 or less users in a single building | 4 business hours | 24 business hours |
Application support.
File Server Availability: 99.5%, 24x7, excluding planned downtime, calculated monthly.
Incident Response: Target is 85%
Incident Response:
Severity | Response | Resolution |
Critical Incident – 20 or more users are unable to use a critical system in order to accomplish University tasks | 30 minutes | 8 hours |
Routine Incident – A problem that affects a user’s ability to use a service | 1 business day | 3 business days |
Availability: 99.5% (excludes unplanned power outages in addition to equipment availability).
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request - a request for additional coverage or specific ports access | 8 business hours | 5 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident - a wireless outage that affects one or more buildings and 49 or more users | 1 hour | 8 hours |
Routine Incident - a wireless outage that affects a part of a building and 48 or fewer users | 4 business hours | 24 business hours |
Application support.
As contracted with retail service provider
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request - order for service or change of an existing service | 8 business hours | 5 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident/Request -Customer experiences total loss of service, is going out of town and needs an adjustment to service for the trip or needs billing reports for budget audit | 1 hour | 8 hours |
Routine Incident/Request - Customer requests replacement for broken accessory or a change in service. | 4 business hours | 8 business hours |
Availability: 99.6%, 24x7, excluding planned downtime, calculated monthly.
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request | 8 business hours | 5 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident - one or more site is unavailable | 1 hour | 8 hours |
Routine Incident - isolated to a single site, not affecting service availability. | 4 business hours | 24 business hours |
Website development and design.
Incident Response: Target 85%
Incident Response:
Severity | Response | Resolution |
Critical Incident – Building or multiple classrooms are out of service and are unable to accomplish University tasks | 30 minutes | 8 hours |
Routine Incident – A classroom or classroom equipment is out of Service | 1 business day | 3 business days |
As Needed
Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.
Incident Response:
Severity | Response | Target Close / Timeframe |
Campus-wide outage | 15 Minutes | 4 Hours, 24x7 |
Major administrative process inoperable or degraded | 30 Minutes | 6 Hours, 24x7 |
Application feature error | 2 hours | 12 Hours, M-F 8am-5pm |
N/A
Oversight logging, reporting & scheduling; support for staff who perform production processing, application and data base management; hardware installation of servers, racks, electrical wiring, cooling, and network cabling in the data centers when requested; environmental monitoring; physical security of all data centers; responsible for electrical/mechanical data center installations; inventory tracking, surplus and secure removal of equipment; network cable installation support
Data Center Availability: 99.671%, 24x7
Service Request Response:
Service Request | Description | Response | Design and Assessment |
Routine Request | Non-incident request for equipment installations, removals or other changes | 8 business hours | 3 business days |
Incident Response:
Severity | Description | Response | Resolution |
Data Center outage | A data center is unavailable due to power, cooling or other environmental issue | <5 minutes | 4 hours |
20+ systems out of service | A production service unavailability across multiple devices in a data center due to power, cooling or other environmental issue | 30 minutes | 6 hours |
Critical Incident | An incident impacting one or a few users that has a major impact on production operations | 4 hours | 8 hours |
Routine Incident | An incident impacting non-production service or minimal to no impact on production operations | 4 business hours | 8 business hours |
Design, install, upgrade as needed and maintain the data center network providing for critical computing resources (EIS, etc.). Support firewalls, VPNs, load balancing, redundancy, capacity planning, IP address management, day-to-day operation, equipment evaluation and selection, vendor evaluations and inventory management. Any UNTHSC data center network service is based on advance approval in writing by the UNTHSC CIO.
Availability: 99.5%, 24x7
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request - activating an existing port | 8 business hours | 5 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident - an outage affecting 24 or more systems (ports) | 1 hour | 6 hours |
Routine Incident - an outage affecting 23 or less systems (ports) | 4 business hours | 10 business hours |
Application Support; Any clinical or other high security research networks in the data center at UNTHSC.
Installation, maintenance and support of the backup infrastructure including D2D, tape and media agent systems; assist with agent installations; assist with area restores; trouble shooting backup/restore issues; storage policy definition and implementation; backup reporting for customer distribution; determination of backup storage and tape requirements; management of offsite storage and media; based on customer written specifications for service and schedule information.
Availability: 99.621%, 24x7
Service Request Response:
Service Request | Description | Response | Design and Assessment |
Routine Request | Non-incident request for adding clients, configuring new service or other changes | 8 business hours | 3 business days |
Incident Response:
Severity | Description | Response | Resolution |
Critical Incident | An incident or request that has a major impact on production backups or restoration of production operations | 1 hour | 8 hours |
Routine Incident | An incident or request impacting non-production service or minimal to no impact on production operations | 4 business hours | 8 business hours |
Service Request Response:
Service Request | Description | Response | Design and Assessment |
Routine Request | Non-incident request for volume addition, deletion, replication, snapshot or other changes | 4 business hours | 2 business days |
Incident Response:
Severity | Description | Response | Resolution |
Storage System Down | A production storage system is unavailable | 30 minutes | 4 hours |
Critical Incident | An incident impacting one or a few users that has a major impact on production operations | 1 hour | 8 hours |
Routine Incident | An incident impacting non-production service or minimal to no impact on production operations | 1 business hour | 8 business hours |
Limited to Oracle and MS SQL/Server databases; installation and configuration; maintenance and support; performance management; backup and recovery, based on customer written specifications for service and schedule information.
Service Request Response:
Service Request | Description | Response | Design and Assessment |
Routine Request | Non-incident request for database creation, deletion, backup or other changes | 8 business hours | 3 business days |
Incident Response:
Severity | Description | Response | Resolution |
Production Database Outage | Production database(s) are unavailable | 30 Minutes | 4 hours |
Critical Incident | An incident impacting one or a few users that has a major impact on production operations | 1 hour | 8 hours |
Routine Incident | An incident impacting non-production service or minimal to no impact on production operations | 4 business hours | 8 business hours |
Any clinical, practice management, research or other local systems at UNTHSC.
Operate application system to support UNT degree management.
Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.
Incident Response:
Severity | Response | Target Close / Timeframe |
Campus Wide Outage | 15 Minutes | 4 Hours, 24x7 |
Major Administrative Process inoperable or degraded | 30 Minutes | 6 Hours, 24x7 |
Application feature error | 2 Hours | 12 Hours, M-F 8am-5pm |
N/A
N/A
Content management for all Digital Signage Systems is the responsibility of the system owner
99.9%, 24x7
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request - account lockout, problem authenticating, or incorrect directory information | 8 business hours | 5 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident – an outage or issue that affects 50 or more users | 1 hour | 8 hours |
Routine Incident – an outage or issue that affects 49 or less users | 4 business hours | 8 business hours |
N/A
For ITSS enterprise systems, manages the ITSS disaster recovery and business continuity plan (DR/BCP), test the DR/BCP, provides disaster recovery incident response and communication support, maintains the UNT Ready service.
Ongoing
Clinical, research, and other local systems at UNTHSC.
Email, Calendaring, Contacts & Resource Reservation
Availability: 99.9%, 24x7, excluding planned downtime, calculated monthly.
Incident Response:
Severity | Response | Resolution |
Critical Incident - an outage or issue that affects 50 or more users | 1 hour | 8 hours |
Routine Incident - an outage or issue that affects 49 or fewer users | 4 business hours | 24 business hours |
Availability: 98.9%, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.
Incident Response:
Severity | Response | Target Close / Timeframe |
Campus-wide outage | 15 Minutes | 4 Hours, 24x7 |
Major administrative process inoperable or degraded | 30 Minutes | 6 Hours, 24x7 |
Application feature error | 2 Hours | 12 Hours, M-F 8am-5pm |
N/A
Manages customer relationships and governance processes, maintains management of the ITSS portfolio of services and provides project management services for all ITSS-delivered services. Develops strategic initiatives from customer submitted business needs.
65% percent of projects completed on-time and within budget as originally planned (without scope changes or customer delays).
N/A
Availability: 98.9%, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.
Incident Response:
Severity | Response | Target Close / Timeframe |
Campus-wide outage | 15 Minutes | 4 Hours, 24x7 |
Major administrative process inoperable or degraded | 30 Minutes | 6 Hours, 24x7 |
Application feature error | 2 Hours | 12 Hours, M-F 8am-5pm |
System Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.
65% of projects completed on-time and on-budget, as planned following requirements approval (without scope changes or customer delays).
Incident Response:
Severity | Response | Target Close / Timeframe |
Campus-wide outage | 15 Minutes | 4 Hours, 24x7 |
Major administrative process inoperable or degraded | 30 Minutes | 6 Hours, 24x7 |
Application feature error | 2 hours | 12 Hours M-F 8am-5pm |
Departmental business process training and management within department.
Service availability and office hours
The ITSM tool is operational 24/7/365 and is committed to a 99.5% uptime during each calendar quarter, excluding regularly scheduled maintenance times or Force Majeure events.
Application administration support is available 8am - 5pm, Monday - Friday. On call support available after hours for emergencies
Scheduled and Unscheduled Maintenance
Maintenance time is considered scheduled if it is communicated to user community via system notice 5 days in advance. Maintenance windows will be planned to occur between 10:00pm and 2:00am when possible.
Backup and Disaster Recovery
In the event of a disaster, services will be operational in the DRS within six hours.
Inventory lifecycle management
Ongoing
Special management and monitoring required for compliance of high security clinical, practice management, research and other local systems at UNTHSC. Campus IRM responsible for campus IT reports.
Management of ITSS governance processes, committees and initiative requests. Includes support and operations of all communications, technology and workflow systems required to manage governance processes.
Ongoing
Develop and report metrics measuring the quality and performance of and the satisfaction with IT services.
Service availability and office hours
Service is generally available 8am - 5pm Monday - Friday by appointment.
65% of projects completed on time, within budget, as originally planned (without scope changes or customer delays)
Supports IT strategic planning initiatives and assessment measures. Manages ITSS travel reimbursement services, space and asset inventories, offices moves, renovations, key systems and maintenance, card swipe systems, and alarm systems; develops space and floor plans. Acts as Discovery Park building representative and manager of ITSS emergency services and safety coordinator program. Provide reception and guest services.
As Needed
Availability: 98.9%, excluding planned downtime, calculated monthly. Planned downtime is scheduled every Saturday 11:00pm – Sunday 2:00am. Extended downtimes (for infrastructure maintenance major upgrades, etc.) are planned and scheduled as needed
Incident Response:
Severity | Response | Target Close / Timeframe |
Campus-wide outage | 15 Minutes | 4 Hours, 24x7 |
Major administrative process inoperable or degraded | 30 Minutes | 6 Hours, 24x7 |
Application feature error | 2 hours | 12 Hours M-F 8am-5pm |
Faculty and student support of Blackboard LEARN 9.1, and design and development of online courses.
Contract and Relationship Management with vendor; Handle contractual payments for services rendered. Review and manage contract service levels. Liaison between ITSS and vendor for product development, incident and contract management services. Provide configuration support for product to ITSS supported services.
This hosted product provides all three campuses services via the following Mobile application product:
Contracted availability is 99.9%, 24x7, excluding planned downtime, calculated monthly (Scheduled Maintenance and Scheduled Down Time from Monday to Sunday between the hours of 1:00 AM and 4:00 AM EST)
Provide operational support for the campus firewall and VPN services for the data network including firewall rule changes and VPN access control. Support the day-to-day operations and growth of various campus firewalls (currently 48 firewalls across the System) and VPN’s (currently 7 VPN systems across the System) for UNT Denton, Discovery Park, UNT Dallas, UCD, Active Directory and Outlook service, primary and backup data center networks, PCI security compliance network (SCN), maintain and optimize all firewall and VPN rules and upgrade firewall hardware as needed.
Availability: 99.95%, 24x7
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request - new or modified firewall rule | 8 business hours | 5 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident - an outage or issue that affects 50 or more users | 1 hour | 8 hours |
Routine Incident - an outage or issue that affects 49 or less users | 4 business hours | 24 business hours |
Does not include UNTHSC special clinical or research systems or support
Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.
Incident Response:
Severity | Response | Target Close / Timeframe |
Campus-wide outage | 15 Minutes | 4 Hours, 24x7 |
Major administrative process inoperable or degraded | 30 Minutes | 6 Hours, 24x7 |
Application feature error | 2 hours | 12 Hours M-F 8am-5pm |
Hardware or VM provisioning; determine security level of data hosted by server; determine firewall requirements; OS installation; baseline security scans and resolution of issues; application or service installation and/or role enablement; security scans after applications, service and role enablement’s have been done; arrange for backups of the server; setup appropriate firewall rules; setup appropriate IPsec rules; communicate the security information about the server to the appropriate department contact; provide access to user department
Virtual Server provisioning in less than 30 minutes for basic, non-managed VM server during business hours.
Physical or Virtual Server availability 99.172%, 24x7, less planned downtime. Planned downtime for production environments is 12 hours every quarter scheduled to minimize any disruptions.
Incident Response:
Severity | Description | Response Objective | Resolution Objective*** |
Production Server Down | A production server is either offline or is causing a production service to be unavailable for the entire system | 30 minutes | 4 Hours |
20+ People out of service | A production service unavailability is impacting more than 20 users | 1 Hour | 6 Hours |
Critical Incident | An incident impacting one or a few users that has a major impact on production operations | 4 Hours | 8 Hours |
Routine Incident | An incident impacting nonproduction service or minimal to no impact on production operations | 4 business hours | 8 business hours |
Routine Request | Non-incident request for OS/patch/applicat ion installation,server restart or other changes | 8 business hours | 3 business days |
*Actual resolution depends on nature of the outage and potentially vendor availability.
Purchasing of application software/licenses, and any clinical, practice management, research or other local systems at UNTHSC.
Develop and administer the execution of ITIL processes in support of the major operational processes in ITSS.
Service availability and office hours Service is generally available 8am - 5pm Monday - Friday by appointment.
65% of projects completed on time, within budget, as originally planned (without scope changes or customer delays)
Operation (administration, backup, and disaster recovery) for UNTranet production system, ReDUNtranet - failover for production system, and UNTranetDEV - development and testing system.
Availability: 99.9%, 24x7, excluding planned downtime, calculated monthly. Planned downtime is the second Saturday of each month from 10:00pm – Sunday 2:00am.
Service Request Response:
Service Request | Response | Design and Assessment |
Service Request | 8 business hours | 2 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident - one or more site(s) are unavailable | 1 hour | 8 hours |
Routine Incident - isolated to a single site, not affecting service availability | 4 business hours | 24 business hours |
Training development services
Availability: 98.9%, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.
Incident Response:
Severity | Response | Target Close / Timeframe |
Campus Wide Outage | 15 Minutes | 4 Hours, 24x7 |
Major Administrative Process inoperable or degraded | 30 Minutes | 6 Hours, 24x7 |
Application feature error | 2 Hours | 12 Hours, M-F 8am-5pm |
Install, maintain, contract management, user training, inside plant (wiring), outside plant (wiring), password management (voicemail/UM) records management (station, user, cable, etc.), monthly billing, operator services, move and change services, investigate new options and services (mobile integration, unified communications, VOIP, etc.) and inventory management
Availability: 99.9%, 24x7
All work delivered to project plan specifications
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request - move, add or change services | 8 business hours | 3 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident – an outage or issue that affects 49 or less users | 1 hour | 8 hours |
Routine Incident – an outage or issue that affects 49 or less users | 4 business hours | 16 business hours |
Availability: 99.9%, 24x7
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request - move, add or change services | 8 business hours | 3 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident – an outage or issue that affects 49 or less users | 1 hour | 8 hours |
Routine Incident – an outage or issue that affects 49 or less users | 4 business hours | 16 business hours |
Data services set-up and support.
Voicemail into an email based on usage
Availability: 99.9%, 24x7, excluding planned downtime, calculated monthly.
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request - move, add or change services | 8 business hours | 3 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident – an outage or issue that affects 49 or less users | 1 hour | 8 hours |
Routine Incident – an outage or issue that affects 49 or less users | 4 business hours | 16 business hours |
Design, install, upgrade as needed and maintain the video conferencing network including the Multipoint Control Unit that allows connections of multiple videoconference sites together. Support day-to-day operation of the network, equipment evaluation and selection and vendor evaluations.
Availability: 99.5%, 24x7 (includes unplanned power outages in addition to equipment availability).
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request | 8 business hours | 5 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident – a loss of full connectivity (all video conferencing facility at any of the System locations) | 1 hour | 8 hours |
Routine Incident -a partial loss of connectivity (any video conferencing facility at any of the System locations) | 4 business hours | 24 business hours |
Scheduling of videoconference rooms and design of videoconference rooms .
Central design, support and management of virtual server infrastructure, operating systems and associated storage/backup systems.
Availability: 99.621%, 24/7
Incident Resolution
Severity | Description | Response Objective | Resolution Objective*** |
VM Cluster Down | A production server is either offline or is causing a production service to be unavailable for the entire system | 30 minutes | 4 hours |
20+ People out of service | A production service unavailability is impacting more than 20 users | 1 hour | 6 hours |
Critical Incident | An incident impacting one or a few users that has a major impact on production operations | 4 hours | 8 hours |
Routine Incident | An incident impacting nonproduction service or minimal to no impact on production operations | 4 business hours | 8 business hours |
Routine Request | Non-incident request for OS/patch/applicat ion installation, server restart or other changes | 8 business hours | 3 business days |
Does not include special and high security local campus virtualized servers
Design, install, upgrade as needed and maintain the wide area network. Support redundancy, capacity planning, interface to LEARN (Lone Star Education And Research Network) and other service providers, firewall configurations, equipment evaluation and selection, vendor evaluations, inventory management and day-to-day operations.
Availability: 99.95%, 24x7.
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request – changes to existing firewall rules | 8 business hours | 5 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident – a loss of internet or EIS connectivity at any of the System locations | 1 hour | 8 hours |
Routine Incident – a partial loss of connectivity(specific services, i.e. payroll, etc.) | 4 business hours | 16 business hours |
Application support.