InformationTechnology Services
On this page you will find:
- Service Level Agreement
- Matrix of Available Services
- Memorandums of Understanding
- Return to Introduction to SLAs
- Return to Policies, Procedures and Guidelines
Service Level Agreement
Purpose
The purpose of this Service Level Guideline is two-fold. The first goal is to provide a clear understanding to our University customers of the services provided by Information Technology Services (ITS). The second goal is to assist customers in finding the appropriate resources to answer their questions, resolve any computer or network related problems, update applications developed in-house, assist with specific programming needs, and aid them in finding appropriate computer-related tools to accomplish their mission at the University of North Florida. We also hope that by understanding the role that ITS plays in maintaining the reliability and integrity of computing resources, our customers will be our partners in planning for future computing environments at UNF.
Planning For The Future
All computing devices and applications that are added to the campus have an impact on the overall network. ITS's ability to properly support new devices and applications often require additional resources that may take time to acquire and install. For example, the addition of a new server may require that additional electrical outlets and UPS batteries be installed, and that additional tape backup device be purchased to back up the data that will be stored on that server. ITS will balance the load of services across resources as necessary. By including ITS in your preliminary discussions, we can also start our preparations to support you and keep your project flowing smoothly. For additional information about acquisition, development, and support of decentralized business computer systems, please see this WEB page: http://www.unf.edu/dept/its/polproc/ppapplsw.html
Standard Software and Hardware
ITS maintains a current list of standard and recommended hardware and software on university's website at http://www.unf.edu/dept/its/hardware. If you are interested in a computing resource that is not on that list, please contact our ITS Help Desk for assistance in determining if that resource can work on our computer systems and network. ITS is unable to support software or hardware that they have not certified as being compatible with the University's standard software, hardware and workstation configuration. If a program or device you wish to use exceed the specifications of your computer system, then your department may be asked to fund any upgrades necessary to run the software or devices. Please refer our web site for a list of fully supported and departmentally supported hardware and software:
Currency refers to the systematic replacement of older computers that are connected to the campus network but are a) not adequate to provide access to all services available on the campus network or b) not adequate to support advanced needs of specific faculty or staff members. To learn about the University's guidelines and procedures on currency, please refer to
- Introduction to Currency
- Faculty and Staff Currency
- Labs and Technology Classroom Currency
- Network Operation Center Currency
Software
"Fully supported, University funded, software" is that software which is made available to end-users and maintained by ITS. ITS installs this software, tests it for compatibility with all supported desktop environments, may upgrade it when new releases become available, if funding is also available, and may provide classroom training if funding is available. For additional information, please view the following WEB page: Client Software .
"Departmental funded software" is software that a department, after consulting with ITS and ensuring compatibility with the University computing systems, purchased and deems important to its organizational success. The department funds and supports departmental software. The department is responsible for training its users on the software, but is encouraged to contact ITS's training manager for guidance and advice. For more information, please refer to Decentralized Business and Networking Systems
"Individual funded software" is software that a single user purchases and deems important to his or her organizational success. End-users may purchase and install whatever software for which they have valid licenses. Such software must be installed on their local workstation's hard drives. The end user must be able to produce the original installation diskettes and license at any time (to demonstrate the legality of the software) and must be fully self-supporting in the software's installation and use. If any installed software somehow makes a computer unstable, ITS will offer to restore the desktop to a ITS standard configuration. The restoration will be done on a "best-efforts" basis. Recurring incidents may require authorization of the customer's supervisor.
Should server-based software make a server unstable, ITS will be responsible for restoring any data that was stored on a server that is being backed up by ITS backup servers.
ITS is obligated by the software vendor to monitor the software licenses in order to ensure compliance with the vendor's license agreements. For additional information on software license policy, please view the following WEB page: Software License Policy
ITS asks to participate in the selection process of all software to make sure this software is compatible with, and not destructive to, the overall network environment. Although users are able to purchase and install software on their workstation, departments are encouraged to contact their college/division computer support technician, or the ITS Help Desk, prior to purchase and installation in order to obtain additional guidance and advice on the software.
Hardware
"Fully supported hardware" are those hardware devices which are maintained by ITS. ITS recommends, installs, and tests for compatibility of such hardware with all supported environments, and may upgrade it when new releases become available, provided sufficient funding exists. For additional information, please view the following WEB page: Hardware Configurations
"Departmental hardware" are those hardware devices that are funded, supported and maintained by the department. Any department may buy and support whatever hardware it deems important to its organizational success. Departments are encouraged to consult with ITS prior to purchase of new hardware.
"Individual use hardware" are those hardware devices that are funded, supported and maintained by the end -user. End-users will be fully self-supporting in the hardware's use.
ITS asks to participate in the hardware selection and testing process to ensure the proposed hardware is compatible with, and not destructive to the overall network environment. Although users are able to purchase and install hardware on their workstation, they are encouraged to contact their college/division computer support technician, or the ITS Help Desk, prior to purchase and installation in order to obtain additional guidance and advice on the software.
In all cases, any hardware device somehow makes any portion of the network unstable, it will be immediately removed from the network. If hardware somehow makes a computer unstable, ITS will offer to restore the desktop to an ITS standard configuration.
Prohibited Hardware & Software
"Prohibited hardware and software" is hardware or software that somehow makes any portion of the network unstable, is used for illegal purposes, or for which there are licensing issues which legally prohibit its use. Hardware or software may also be prohibited due to its tendency to destabilize or compromise the security of core network services.
Data Backup
ITS provides complete backup services for mission critical data on servers located in the Mathews Building. Such systems are "backed-up" on a routine basis to protect system reliability and integrity, and to prevent potential loss of data. ITS also provides backup service for departmental servers, as requested.
At this time, ITS is unable to provide backup of local workstations. The content and maintenance of files on either network-attached or non-network-attached (e.g. home computer) workstations are the responsibility of the person who stored the files or software on the workstation.
° Users should be aware that even though the creator of the data discarded his or her copy of a file, there might be back-up copies that can be retrieved.
° Data is backed up to provide disaster recovery only, not to provide for future retrieval, although back-ups may at times serve the latter purpose incidentally.
° Should a user discover that a file that they had stored on a central site server is missing, or that the file has become corrupted, they should contact the ITS Help Desk asking that an attempt be made to restore the file. It usually takes a minimum of 48 hours process the request. Restoration of files is done on a "best efforts" basis, and no guarantee of successful restoration is made.
° Users and those in possession of University records in the form of electronic files are cautioned to be prudent in their reliance on electronic mail for purposes of maintaining a lasting record. Sound business practice suggests that consideration be given to transferring (if possible) electronic files to a more lasting medium/format, such as acid-free paper or microfilm, where long-term accessibility is an issue. Backup procedures are performed for disaster recovery purposes only and are not designed to support compliance with the public records law. Therefore, it is the responsibility of each manager to define internal procedures for retaining public records, particularly those generated in email format. Questions about retention periods for various classes of public records should be directed to the Office of the General Counsel.
For additional information on data backup policy, please view the following WEB pages:
Security
Security is a major concern in all businesses and educational institutions. Proper computer security includes running current anti-virus software on your workstation or server, keeping operating systems current, and not running any software that opens the university's mission critical data to scrutiny by non-authorized people.
If departmental hardware (such as a server or workstation), operating system, or software package requires a special "superuser" password, the department must store such passwords in a secure location in case the primary person responsible for the password is not available during an emergency. In case of a breach of security, ITS must be able to access computer systems protected by security mechanisms at all times, which may also require that the password be made temporarily available to ITS.
ITS may not be able to repair damaged systems or files if the users disable or fail to utilize anti-virus software.
In cases where ITS is unable to directly access hardware that is suspected of causing a security breach or network problem, ITS reserves the right to disconnect the device from the network.
For additional information on data security policy, please view the following WEB pages:
Problem Resolution
ITS' primary point of contact is the ITS Help Desk. When a customer has a question or problem, the first place to call is the ITS Help Desk. One of our trained technician's will ask you for some pertinent information. If yours is a quick question or simple problem, they will answer your question over the phone. If the solution is a bit more complex, a technician will be dispatched to your office to either resolve the problem or get additional information that will allow us to find the right solution. There are times when a problem you may be experiencing is actually a department- or campus wide problem. Those will require our Network Team to do further research and often requires them to coordinate solutions with third party service vendors, such as AT&T or NERDC.
If your department, or if an individual customer, has loaded a hardware device or software component that is no longer working, the department or individual will need to contact the seller or product vendor to get support with the product. As was mentioned earlier, if hardware or software somehow makes a computer unstable, ITS will offer to restore the desktop to a ITS standard configuration.
Normal Network Maintenance Hours
Each week, the hours of Sunday 5:00 am through 9:00 am have been set as the approved, maintenance time frame for maintenance of servers and network equipment. This means that, depending on what maintenance work needs to be done, servers, the ability to log in to servers, to access to network applications and data on the servers, and networking equipment may be unavailable during these time frames without advance notification. Services on all servers could be affected at some point during these maintenance time frames. E-mail may also not be available (both local and web-based). As in any maintenance period, servers may be rebooted several times throughout this time period. Users may successfully log in and open a file and suddenly find their connection lost.
Periodically, longer periods of time will be needed to service equipment. If services will not be available during a non-maintenance time frame, the university community will be given as much advanced notice as is possible, and alerted via Campus Update.
Contacting Information Technology Services And Requesting Support
RFS:
- Start up a "Local Applications" session
- Select RS - Request For Support System
- Select 20 - Request Entry
- Complete the form and forward it to your supervisor for approval
- ITS will contact you within 1 business day to discuss the details of the request.
- Send an e-mail to ITS Help Desk@UNF.EDU
Matrix of Available Services
The following links will take you to a WEB page that contains tables of our standard services. If there is a service that you need, but do not see listed, please contact our ITS Help Desk by E-Mail or by phone (ext. HELP).
Imaging Services
Network Services
Web Services
Other UNF WEB Sites To Visit For Computer-Related Policies, Guidelines and Information:
- Network Acceptable Use Policy
- Computer Viruses
- Currency:
- Data Backup:
- Decentralized Computer Systems
- Electronic Mail
- External Applications Development and Support
- Passwords on ITS Computing Systems
- Recommended Hardware Configurations
- Request for Support
- Responsible Use of Computing & Information Technology
- Security Policies and Procedures:
- Software Licenses and Computer Software Copyrights
- Software Available through ITS
- Student Employees' Use of Computer Systems
- University Technology Committee (UTC) - Purpose and Minutes from Meetings
Memorandums of Understanding
Some departments and Colleges have unique needs that cannot be met by the standard Service Level Agreement (SLA). For these customers, Information Technology Services will add a Memorandum of Understanding (MOU) to the SLA, designed to ensure that each College's or department's special needs are given the services they need. Click on the link below to see the MOUs.