Cloud Services-Cloud Server SLA

Service Level Agreement Cloud Services-Cloud Server(Virtual Machine) Effective Date January 2011 Purpose/Objective This document outlines the Service Level Agreement (SLA) between University Information Technology (UIT) and [Customer] for the delivery and support of cloud server. The purpose of this agreement is threefold: 1. To clearly represent the capabilities of the service. 2. To establish a shared set of expectations regarding the operation and support of the service. 3. To provide a framework for bidirectional communication regarding overall satisfaction with the service. Service Description Cloud Servers provide you your own server with your selected OS of Linux or Windows. You manage your own virtual server which has the benefit of increased security and faster performance. Cloud Servers allow for maximization of

the use of infrastructure reducing costs for users and is an alternative to managing physical servers. Applications and application management are the customer’s responsibility. Features: • New servers can be provisioned in hours rather than weeks • Simple virtual server hardware resource upgrades • Easy integration with other cloud services • Dynamic Load balancing to ensure virtual server workloads are evenly distributed across physical server hosts • High Available compute, network, and storage • Dynamic restart of virtual servers on an alternate physical server host if a host server fails • Includes maintenance and all necessary infrastructures. • Maintenance and monitoring of the virtual server environment • Technical support 24 hours a day • Cloud Servers backed up weekly • Cloud servers are in a secure location and monitored 24/7 • Using UIT virtual server provides security and regular hardware upgrades. • UIT provides the infrastructure for the virtual server. You manage the operating system and all applications installed on your instance of the server yourself. • You must provide the media and license keys for any installed applications. • Consolidating your server needs by using a virtual server saves significant power. Two categories of Cloud Server Services –Linux or Windows High Performance –  2GB RAM and 50 GB Storage Additional RAM available in 2GB RAM increments with same 50 GB Storage Standard –  1GB RAM and 30 GB Storage Additional RAM available in 1GB RAM with same 30 GB Storage ***Extra storage available for an additional cost. New Service /Work Oder requests- Expedited Negotiable* Standard** 72 business hours **Networking changes or special requirements can extend timeframes *Additional charges may be applicable for expedited service. All tickets are surveyed. Customer/User Responsibilities It is the customer’s responsibility to protect private sensitive information in accordance with the University Of Utah Acceptable Use Policy as well as Policy 4-004 (University Information Technology Resource Security Policy). Provide updated contact information Provide necessary network information Prompt reporting of issues to the Service Desk Change to services are requested through the Order IT process Campus Service Desk 801-581-4000 Campus Help Desk Support: Support Hours: Monday – Friday 7 a.m. to 10 p.m. Saturday- Sunday 8:00 a.m. to 6 p.m. After Hours and University Holidays On-Call Support Hospital Service Desk 801-587-6000 24 Hour Support The UIT/ITS service desk technician manages tickets start to finish. They remain single point of contact for incident/issue and work order...

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