【正文】 Notify Delivery Services systems administration management staff when alerts are triggered or anomalies are identified on system resourcesAccuracy of monitoring and reporting threshold alerts.NetIQ monitor cycle every 5 minutes.Response time to report 1 hour notification to Systems Administration Service Management of verification of trigger or anomaly identification.99%Capacity/Performance Planning Service environment and facilities Indiana Office of Technology (IOT)Delivery ServicesEnterprise Service Level Agreement(version 2)Prepared by:State of IndianaIndiana Office of TechnologyDelivery ServicesPrepared for:State of IndianaIndiana Office of TechnologyEffective July 2007 – June 2008(will be updated annually)Table of ContentsSection PageIntroduction 3IOT Delivery Services Service Environment 3IOT Delivery Services Service Level Agreement Components 3Customer Services, Service Level Requirements (SLR’s) 4IOT Delivery Services Customer Service Goals 4General Description of Service Environment and Facilities 4Hardware and Software 4Roles and Responsibilities 5Customer Service – Service Level Requirements 5Systems Administration Services, Service Level Requirements (SLR’s) 7IOT Delivery Services Systems Administration Goals 7General Description of Service Environment and Facilities 7Hardware and Software 7Roles and Responsibilities 8Systems Administration Services – Service Level Requirements 9Network Services, Service Level Requirements (SLR’s) 11IOT Delivery Services Network Services Service Goals 11General Description of Service Environment and Facilities 11Hardware and Software 11Roles and Responsibilities 12Network Services Service – Service Level Requirements 13Field Operations, Service Level Requirements (SLR’s) 15IOT Delivery Services Field Operations Goals 15General Description of Service Environment and Facilities 15Hardware and Software 15Roles and Responsibilities 16Field Operations – Service Level Requirements 17Escalation Process 20Sample Monthly SLA Compliance Report 21Service Level Agreement Map 22 IOT Delivery ServicesEnterprise Service Level AgreementIntroductionThe Indiana Office of Technology (IOT) has partnered with many of the State of Indiana Agencies to consolidate and centralizing IT functions within four service areas into IOT Delivery Services. IOT partner agencies shall be supported with a new service delivery model that provides industry wide best practice service levels within these service areas. This Service Level Agreement defines the requirements for IOT to provide levels of service that meet IOT and State Agency expectations.Since technology and IOT services change through each year, this document will be updated annually in July to reflect those changes. The current version will be posted on the IOT website.Also, please visit the following website for a current detailed list and cost of our services: IOT Delivery Services Service Environment This Indiana Office of Technology (IOT), Delivery Services Service Level Agreement (SLA) defines the service environment, service descriptions with roles and responsibilities, and service level requirements (SLRs) for providing State of Indiana Agencies with the following services: Hardware and software supported Trend Analysis and reporting across all platforms in Delivery Services Data Center(s) and remote office serversProactive daily monitoring and preemptive intervention to increase server and storage capacityWeekly or Monthly analysis reports and interim reports on rapidly developing events and trend identification.98%Storage capacity change requests (change control)Elapsed timeIncreases/decreases of +/ 10% of installed capacity within 1 month98%Deploy service/security patches and antivirus updates necessary to protect or repair environment vulnerabilitiesResponse TimeSame business day as signoff subject to agreed upon change control procedures99%FormulaNumber of requests pleted on time/total all of all requests occurring during the measurement period.Measure IntervalMeasure daily and weekly, report monthlyMeasurement ToolWindows based Server availability is monitored through NetIQ and MS Server 2000/2003 Admin Tools. EMC storage is monitored using EMC Control Center.Server Availability SLRDefinitionSystems availability is defined as the server (CPU, system memory, disks, and peripherals) up to the connection to the network.All prescheduled systems downtime, unless otherwise agreed upon in advance by Delivery Services, will occur:1. For systems with 24x7x365 requirements, maintenance shall be performed between 600 and 1000 on Sunday.2. For systems having non 24x7x365 requirements, maintenance shall be performed outside the normal system availability guidelines of 0600 to 1800 five days per week, or at the same time as the systems listed in (1) above.System ServerService MeasurePerformance TargetSLR Citrix ServersAvailabilityMon Fri, 06001800% Email ServersAvailabilityMon Fri, 06001800% Shared File Storage SystemsAvailabilityMon Fri, 06001800% SQL ServersAvailabilityMon Fri, 06001800% Web/App ServersAvailabilityMon Fri, 06001800%Windows ServersAvailabilityMon Fri, 06001800%FormulaAvailability (%) = 100% Unavailability (%)Where Unavailability is defined as:(Outage Duration x 100%) / (Schedule Time – Planned Outage)Measure IntervalMeasure daily, report monthlyMeasurement ToolWindows based Server availability is monitored through NetIQ and MS Server 2000/2003 Admin Tools. Account Administration S