Last Updated: February 18, 2014 @ 10:28 am
Next Review Date: 07/01/2014
Document Status: Published

Service Level Agreement (SLA) Key Metrics

  • Co-location service availability: 24 hours a day, 365 days a year (excepting defined maintenance windows and events outside the control of STI)
  • Data Center infrastructure availability: 99.98%
  • Network availability: 99.98%

SLA Overview

This document defines the Service LevelAgreement for Shadik Technologies, Inc. (STI).

Service description

STI provides state-of-the-art co-location facilities for clients at the University of Southern California Colocation Facility. STI maintains an extremely high availability infrastructure and is suitable for all critical production systems. STI maintains a high availability infrastructure suitable for backup and disaster recovery systems. They also house systems running enterprise services critical to many business security needs. These secure facilities provide:

  • Server co-location space: Raised floor room equipped with server cabinets, network switches, network connections, and power distribution equipment.
  • Internet connectivity.
  • IT facilities to support system administrators in setting up and supporting systems.
  • Systems monitoring and notification at the customer's request.
  • Physical security and restricted access.
  • Information security in accordance with current security standards.
  • Electrical and mechanical infrastructure designed and built to be concurrently maintainable: engineered for zero downtime.
  • Management of climate control, fire suppression, and power systems.
  • Consultation and assessment for business and administrative units that want to move equipment toSTI.

Server Co-Location

The raised floor space provides an environmentally controlled facility for housing servers and related IT equipment. Hall raised floor areas are completely equipped with:

  • Server cabinets.
  • Top-of-rack switches for redundant connections to the campus network.
  • Power strips and power distribution equipment for redundant connections to power supply.
  • Patch cables for connecting servers to top-of-rack switches.

Because both are fully equipped with cabinets, all IT equipment located in the Hall must be 19-inch, four-post rack mountable.STI staff determine server locations based on power and cooling management and customer business needs.

Power and Backup Power

Power is provided from an A and B source to every server for redundancy. Each server equipped with dual power supplies is connected redundantly to the power source. The redundant power connections allow servers to retain power even during maintenance and unplanned events. Maintenance will be performed on only one side of the electrical system at a time.

Primary power is provided by the University of Southern California, which is backed up by LADWP power. The datacenter is equipped with uninterruptible power supplies (UPSs) In the event of an electrical disruption, the UPSs maintain power to the IT equipment until the backup generators come online. Backup generators are connected to the A and B feeds and have at least 24-hour fuel supplies.

STI primary power is provided by the University of Southern California, with a direct secondary connection to LADWP via an automatic transfer switch upstream to the UPS.

Servers that DO NOT have dual power supplies connected redundantly to the power source will go down during scheduled electrical maintenance and unplanned events on the side to which they are connected.

Network

The network equipment connects co-located servers to the STI network, providing offsite bandwidth and Internet connectivity. Standard connections are available at 1 gigabit per second (Gbps) Ethernet connection.

Network connectivity is provided from A and B sources to every server for redundancy. Each server equipped with dual network interface cards (NICs) is connected redundantly to both the A and B sides of the network via the top of rack switches. The redundant network connection allows properly configured servers to retain network connectivity during most regularly scheduled maintenance and unplanned events. Maintenance will be performed on only one side of the network at a time when possible.

Under the following conditions, servers can go down during scheduled maintenance and unplanned events on the side to which they are connected:

  • If they do not have dual NICs connected redundantly to the network.
  • If they are redundantly connected but not properly configured to use the network equipment using link aggregation control protocol (LACP) bonding.
  • Networking connectivity is provided by two individual network switches.
  • Network provides 1 gigabit connectivity, out-of-band management network, and firewall services.

Cooling

Cooling is provided by a redundant cooling system that maintains the raised floor space at a temperature between 70 to 74 degrees (Fahrenheit) and humidity between 35 to 60 percent.

IT Facilities

The datacenter is equipped with facilities for system administrators:

  • A visitor work area and break room outside of the raised floor space, equipped with workstations, network ports, wireless access, and power outlets.
  • A server build room equipped with server cabinets, an A/B network, and a UPS, where staff can install, build, and configure systems prior to their installation in cabinets in the raised floor space. The server build room has only a single power source. Systems are not considered "in production" when they are in the server build room. Systems that are staged in the server build room must be installed in the raised floor space within 14 calendar days from staging. Space in the server build area is subject to availability and should be scheduled in advance with STI staff.

Security

Physical Security

The data center has a state of the art security system and stringent security processes. Physical security for the STI is governed by the University Data Center Security Policy.

Information Security

Intrusion detection and data exfiltration detection services are provided by the Information Security Office. After-hours and weekend coverage are included. Referring to the unauthorized release of data from within a computer system. This includes copying the data out through covert network channels or the copying of data to unauthorized media.

Remote Server Access

STI has been designed with an "out of band" network (OOBN) that provides system console access to system administrators from remote locations. All servers are required to have a Remote Management port (port types vary by manufacturer, but all should be Ethernet capable).

The OOBN is configured such that all management networks will be in private address space. Access to the OOBN will be provided in general through the STI VPN system. The OOBN network is "best effort," and no production services should attempt to use this network for regular service.

Disaster Recovery

STI is responsible for maintaining a Disaster Facilities Plan consisting of a customer list, customer contacts, power and rack requirements, key facility related contacts, and escalation and communication paths related to the equipment in its facilities. Customers will be responsible for developing their own disaster recovery plans for servers and services.

Ownership of Data/Data Management

STI Information Technology Services runs the hosting facility as an Information Technology Resources Facility. It houses Information Technology Resources and Information Systems for businesses, units, and customers within the datacenter. The facility includes a number of access controls to help ensure the physical and information security of systems.

STI staff includes network custodians to assist in the implementation of network controls within the facility as directed by the owner and data steward. Customers may employ system administrators directly to manage their Information Technology Resources and Systems, or customers may contract with STI to provide System Administrators. In the event that a customer contracts with STI for System Administration, STI also assumes a joint "Custodian" role with the customer. The customer maintains responsibility as the "Data Steward" and "Owner" in all cases.

Ownership of Data: All data stored, collected and maintained on servers or other equipment placed on behalf of a customer unit withSTI shall remain the property of the customer unit, and Data Steward and Data Owner responsibilities reside with the customer. The customer understands and agrees that any subpoenas, court orders, requests under the Public Information Act or other demands that STI receives for a customer's data from any third party to access the customer's data must be directed, within one business day of its receipt by STI, to the customer unit. STI is not authorized to and shall not release or permit a third-party to access a customer unit's data without the express permission of the customer unit. STI may not access or use a customer unit's data for any reason not specifically authorized in this agreement without the express permission of the customer unit.

Security of Data: The Data Owner for the customer unit is responsible for identifying the category of data stored on Information Technology Resources and Systems and for assigning a level of protection appropriate to that category, in compliance Minimum Security Standards for Systems and related policies and standards.

Intended users

The Data Center can be used by all STI customers, business units, and hosted service individuals.

Supported computing environment

STI maintains minimum standards for equipment that can be accommodated in its facility. These minimum system standards preserve power and cooling requirements for use by all departments and allow the most efficient use of resources. STI server cabinets can accommodate systems that conform to the following specifications:

  • Rack Support: 19-inch, four-post rack-mountable equipment
  • Rails: Order rails with NO cable management
  • Power Supply: Dual 208/220 volt power supplies for redundant power connectivity
  • Power Cords: Order C13 (limited C19 capability)
  • Dual Network Interface Cards (NICs) specifically for redundant network connectivity
  • Remote Management: Ethernet-capable remote server management port, for example, Dell Remote Access Controller (DRAC) or Integrated Lights Out Manager (ILOM)

Systems that are rack mountable and meet Minimum Security Standards for System but do not have dual NICs, dual power supplies, or remote management capabilities can be installed with a corresponding effect on redundancy and remote management capabilities. These configurations will be discussed on a case-by-case basis and documented. It may also be possible to modify existing systems to add power supplies, NICs and remote management ports.

All ancillary equipment should be proximate to service equipment and ideally will be located within the same rack. Examples of ancillary equipment include:

  • Firewalls andLoad balancers
  • Tape backup systems (internal or external)
  • External storage/fibre channel connections
  • IP-based KVM (keyboard, video, mouse) switches
  • IP-based serial console servers
  • Network switches

Ancillary equipment will be discussed on a case-by-case basis and documented.

Building Maintenance/Custodial

Climate Control

  • Maintenance of the data center chilled water and environmental systems.
  • Monitoring and control of climate conditions in the data center.
  • Responding to climate-related alerts resulting from variations from climate conditions that exceed system thresholds (for example, excessive temperatures, hot spots, etc.).

Fire Detection and Suppression

  • Early warning detection system.
  • Individually zoned, double-interlocked pre-action fire suppression system.
  • Dry pipe with water suppression in the event of a fire.
  • Maintenance of all sensors and alarms.
  • Maintenance of the fire suppression system.
  • Monitoring of, and response to, all related alerts and alarms.
  • Compliance with relevant certification and fire code requirements.

Power

  • Maintenance of the uninterruptible power supply system.
  • Maintenance of the back-up generators and related systems.
  • Connection to the electrical source.

Insurance

STI maintains insurance to cover the cost of equipment should an insurable event occur, subject to standard deductibles.

Technical support

All requests for technical support will be logged using the STI centralized ticketing system.

Tier 1 Support

All requests for technical support will be logged using the STIcentralized ticketing system to enable us to appropriately assign and track the progress of your request. Staff will coordinate with customers to complete all tasks. Customers will be informed by e-mail from the ticketing system when requests have been completed.

  • For service requests that do not require immediate attention, send an e-mail message to . This will create a ticket and will follow the standard STISLA initial response time of 4 hours.
  • For any issue requiring immediate attention (less than 4 hours), such as the reboot of a server or other troubleshooting activity, call 310-553-0220. The operators are on duty 24/7 to support you and will respond within 20 minutes. You may be asked to follow up with an e-mail to . Customers must provide a contact method when they contact STI.

Support Type / Description/Examples / Availability
General Support /
  • Initial support ticket acknowledgment response time – 4 hours (follows the standard STI SLA)
  • General Inquiries & Service Questions – 1 business day
/ 8 a.m. to 5 p.m. M-F
Customer Migration Projects /
  • Co-location Estimates – 2 business days
  • Engagement of STI units such as Managed Server Support and Shared Services & Infrastructure (Virtual Machines, Storage, etc.) – 2 business days
  • System moves requiring a shutdown of services – 20 business days
/ 8 a.m. to 5 p.m. M-F
Remote Hands / Typically simple tasks that can be performed in a short timeframe and might otherwise require on-site visits by system administrators. Services include:
  • Power cycling equipment (rebooting) – 20 minutes
  • Swapping removable media (tapes, CDs, DVD, etc.) – 1 hour for onsite media / 2 hours for offsite media requiring pickup/delivery
  • Visual verification of equipment state (indicators, displays, etc.) – 20 minutes
  • Console connections – 20 minutes
  • Reseating cables – 20 minutes
  • On-site assistance during customer visits – As requested/required
/ 24/7/365
Smart Hands / Involves handling hardware or performing invasive tasks in the back of a cabinet. Invasive tasks require advance notification to other cabinet occupants and must be supported by STI staff.
  • Hardware failure component replacements (NICs, hard drives, power supplies, etc.) – 1 business day
  • Installation of new hardware components involving advance scheduling of downtime – 5 business days
  • OOBM/DRAC/ILOM configuration – 1 business day
  • Equipment pickup and delivery – 3 business days
  • Inventorying equipment – 5 business days
  • Surplus of computer equipment – 5 business days
  • Installation / De-installation of equipment in the raised floor and server build room – 5 business days
  • Relocation of equipment between raised floor and server build room and vice versa – 2 business days
  • Hard drive degaussing and destruction (for devices with STI) – 3 business days
  • Shipping and receiving as it relates to data center activities – 3 business days
  • Vendor support activities – As requested/required
/ 7 a.m. to 7 p.m. M-F
After Hours:
7 to 10 a.m. First Saturday of the month
Networking / Any network configuration change or recabling.
  • VLAN, ACL or FWSM changes – 2 business days
  • LACP bonding – 2 business days
  • Moving, securing or terminating cables – 3 business days
  • Labeling equipment and cables – 2 business days
  • Other activities requiring networking support – Determined by complexity of request
/ 8 a.m. to 5 p.m. M-F
After Hours: 7 to 10 a.m. First Saturday of the month
5 to 8 p.m. Third Thursday of the month

To schedule support in an after-hours window, open a ticket five days in advance of the window. The windows will be closed and staff released if no activities are logged 5 days before the window. Customers may conduct their own maintenance not requiring STI staff at any time.

Urgent Support After Hours

Urgent requests should be communicated by telephone to 310-553-0220 and followed up with e-mail to . If STI Operators cannot resolve the issue, they will escalate to appropriate tier 2 staff.

Monitoring and Notification

Monitoring software with STI will monitor publicly available ports on co-located systems as defined by customers. Examples of ports that can be monitored are 80 (HTTP) and 22 (SSH). Customers will be notified in the event of a failed response according to agreed-upon escalation paths.

Recurring maintenance on monitoring software is scheduled for the first and third Thursday of each month, from noon to 2 p.m. If maintenance activities are scheduled to occur, STI will notify customers. Support for critical outages in the environment is 24x7x365 “best-effort” via a documented escalation path.

Moving to the Data Center

STI staff will provide a process, consulting, and move assistance for customers who wish to move equipment into the data center. If the equipment is too much for STI staff to move with existing vehicles, the customer may be asked to bear the cost of moving equipment to the facility. STI can provide recommendations for vendors to perform this work.

For existing customers being relocated to STIfrom another operated facility, the cost of a move vendor is borne by STI.

Maintenance

STI will notify customers about both scheduled and unscheduled maintenance of service availability and service delivery issues. Services may not be available during the maintenance periods.

Scheduled maintenance

To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.

System / Schedule during ramp-up period / Schedule in production
Network / Follows the Backbone, External Connectivity and Services Maintenance (impact is companywide) schedule. / Monthly or Quarterly, on only one side of the network at a time. (Estimated)
Power and cooling infrastructure / None / Quarterly, on only one side of the infrastructure at a time. (Estimated)

Unscheduled maintenance

Unscheduled maintenance tasks that require service downtime will be announced as soon as possible.

Change notification

STI will maintain a mailing list of customer contacts who will be notified of planned maintenance and unplanned events. Customers must notify STI of any changes to contact information as part of providing escalation path information. Contact lists will be reviewed periodically.