DRAFT ‐‐‐ Service   Level   Objectives   (SLO)
Service   Level   Objective   (SLO)   are   not   a   guarentee   of   a   response   or   resolution.
This   is   du for   the   for   initial   contact,   restoration,   or   resolution   of   reported   incidents.
Initial   Contact:    Time   for   responding   to   a   Trouble   Ticket   via   phone,   or   Livetime.
This   is   g
Restoration:    This   is   the   estimated   time   for   the   restoration   of   services,   this   is   a   ,   not   a   p e
Resolution:    Time   for   the   resolution   of   a   Trouble   Ticket.
(A   permanent   fix)
J
F
K
D
E
B
C
The   priorityof   response   is   based   on   the   following   priorities   (lowest   number   is   higher   pr i
A Campus   system   outage
Partial
Lab
Office
Campus
Building
Outage
Outage
Outage system   outage
Individual   Outage
No   Critical   Requests
Request   not   commuicated   via   Help   Desk   phone   or   Livetime   request
Level Initial   Contact
1 1   Business    Hour
2 4   Business   Hour
3 1   Business   Day
4 1   Business   Day
5 1   Business   Day
If   System   is:
Instructional   Support   Services
GroupWise   Campus   Email
GroupWise   Web   Mail
File   Systems
Web   Advisor
Datatel
Portal   (currently   non  ‐ production,   testing)
Network   Lab   Directories
Local   Lab   Directories
Areas   not   directly   supported   by   IT
Student   Supoort   Systems
Portal   (currently   non  ‐ production,   testing)
Web   Advisor
SARS
Datatel
Hearshey   Scanning/Imagining

Campus   Support   Services
Website
Novell
Administrative   Support   Services
Email
File   Systems
Web   Advisor
Datatel
Portal   (currently   non  ‐ production,   testing)
Service
Faculty   E ‐ mail   Sever
Adjunct   E ‐ mail
Staff   E ‐ mail
SQL  ‐  AH   Lab
EXTERNAL   DNS
IE   WS
LAB   SHARED   DIRECTORIES
Main   Internal   DNS
Admin   Apps
Groupwise   Internet   Mail   Agent
Iprint   print   Manager
Groupwise   Message   Transfer   Agent
SQL  ‐ SARS
SQL ‐  SARS   Call
IE  ‐  MIS   Data   Warehouse
Language   Lab   Software
TEST  ‐  Mac   File   Share   on   Windows   Server
Language   Lab   Software
Main   WWW
AD   Domain   Controller/DNS
AD   Domain   Controller/DNS
AD   Domain   Controller/DNS
CAMPUS   PORTAL   INDEX
SQL ‐  Campus   Portal
Campus   Portal   Web   Interface
Webadvisor
DHCP
Edirectory   Master x x x x x x x x x x x x x x x
VM?
x x x x x x x x x x

Call   Manager  ‐  Alpha
Call   manager  ‐  Beta
E911  ‐  Alpha
E911  ‐  BETA
Apple   File   Services
Sophos   Update   Server
SQL  ‐  Sophos   Update   Server
User   Directories
Groupwise   Webaccess
SQL  ‐  Hershey   Doc   Mgt
Hershey   Doc   Mgt   Storage
Hershey   Doc   Mgt   Web   Interface
Novell   Teaming
SQL  ‐  VSPHERE
SQL  ‐  ZCM   10
Zenworks   Configuration   Mgt
Vsphere   Vcenter
Websense   Network   Agent   and   Filtering   Service
Bomgar   Appliance   Remote   Assistance
Unity   Voice   Mail
Phone   System   Voice   Dialer
Zenworks   Asset   Management
SQL  ‐  Blackberry   Enterprise   Server
SQL   Livetime   Ticket   System
Blackberry   Enterprise   Server   App
Groupwise   Mobile   Server   App
SQL  ‐ Groupwise   Mobile   Server
Cisco   Access   Control
Groupwise   Web   Calendar   Sharing
Livetime   Ticketing   System
Iprint   print   Broker
MIS   test   Server
Activesync   Connector   for   Groupwise
Novell   Instant   Messenger
Internal   Groupwise   Internet   Mail   Agent
Secondary   internal   DNS
Websense   Log   Server
Zenwork   7   Services
SQL  ‐  Websense
PORTALTEST
Data   Center   Monitoring backup   Services x x x x x x x x x x x x x x x x x x x x x x x x x x x x x

‐‐‐‐  DRAFT u e   to   contractual   requirements,   working   hours,   and   availability   of   personnel.
SLO's   are   objective g enerally   used   to   gather   additional   information   or   to   indicate   the   expection   of   response   to   the ermanent   fix.
(A   temporary   solution i ority):
Restoration
4   Business   Hours
1   Business   Day
2   Business   Days
5   Business   Days
10   Business   Days
Resolution
5   Business   Days
5   Business   Days
7   Business   Days
10   Business   Days
15   Business   Days
Non ‐ Functional/Critical Non ‐ Fuctional/Non ‐ Critical Functional/Non ‐ Critical
Level
1
1
3
3
1
1
1
1
3
3
3
3
3
3
3
1
3
3
3
3
5
5
5
5
5
5
5
5
5
5
1
1
3
1
1
3
3
5
3
3
5
5
5
5
5

1
1
1
1
3
1
1
3
3
3
3
3
2
2
Recommend   SLO
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
SERVER
BEAR2
BEAR3
BEAR1
BIGREDMONSTER
BLABBERMOUSE
BRUNO
CHAMP
FRITZ
FRITZ
MARTIAN
MARTIAN1
MELBLANC
MARTIAN8
MARTIAN8
SPEEDY
SPIKE
TAZ
TORO
YOSEMITE
DC1
DC2
DC3
PORTALINDEX1
PORTALSQL1
PORTALWEB1
WEBADVISOR/MARTIAN10 Y
PEPE Y
PEPE Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Friday   Verify
Y
Y
Y
5
5
5
5
5
4
4
POC

3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
2
2
2
2
3
2
2
2
2
2
2
2
2
2
2
1
2
2
1
1
1
1
HONEY
BOSKO
MAC
TOSH
SLOWPOKE
CWORKS
CWORKS
EGGHEAD
MELBLANC
SINGARC
SINGARC
SINGIND
TEAM
ITSQL
ITSQL
ZCM
NOCVCENTER
HENERY
BOMGAR   Appliance
DODO
PARLANCE
BIGREDMONSTER
BIGREDMONSTER
ITSQL
CHESTER
CHESTER
CHESTER
CACS
GWCAL
Livetime
MARTIAN1
MARTIAN6
MARVIN
MELBLANC
MELBLANC
SHEDEVIL
WS2
ZENWORKS
ITSQL
PORTALTEST1
NETBOTZ
JUNIOR
Y
N
Y
N
Y
N
N
N
N
Y
N
N
Y
Y
Y
N
N
N
N
N
N
N
N
N
Y
N
N
Y
N
N
N
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y