Russell Labs Computing Service Level Agreement

Services

Description

Hours of operation

(regular business hours and after hours support)

Urgent Support Line: 469-7762

Support Email: help@russell.wisc.edu

Normal Business Hours:

9 AM to 4 PM Monday to Friday, excepting UW holidays

After Hours Support:

Leave a voice mail or send an email after regular business hours.  

Regularly scheduled maintenance

Regularly scheduled maintenance is performed on the third Sunday of each month from 6-8 pm. Email reminder notifications are also sent to all users.

Priority

Description

Response time to begin working on issue

Mitigation

Status
Updates

Target Metric/

Measurement

Priority 1

Incidents

The entire buildings ability to perform mission critical business functions is in jeopardy or unavailable, or class is stopped(Example: Network is down, cooling to servers is down)

Within one  hour from time reported

2 business days

Status changes and every 24 hours until mitigation

100%

Status Update and Tracking System

Priority 2

Incidents

A department or individual’s ability to perform a mission critical function is in jeopardy or unavailable but a workaround is or can be established within a reasonable time. (Examples: Only staff can access their home directories on Russell fileserver, website down due to server issues)

Within two hours from time reported

2 business days

.

Status changes and every 24 hours until mitigation

100%

Status Update and Tracking System

Priority 3

Incidents

A department or individual’s ability to perform a job function may be impacted or inconvenienced, but can continue business as normal operations. (Example: A fileserver is down)

Within 24 hours from time reported

Status changes or agreed upon timeframes

100%

Tracked/measured in Tracking System