Professional Documents
Culture Documents
1 General Overview
1 General Overview
For a divisional service description please see the ITS & Campus Service Level
Agreement that provides a high-level overview of support process and response times.
This is a Service Agreement between the UC Santa Cruz Library and Information
Technology Services, Learning Technologies/Library ITS to document:
2 Service Description
The Library ITS unit represents and provides specialized services to the Library that are
not available via standard ITS services http://its.ucsc.edu/services/index.html. Those
local services include:
3.1 Parties
The following are primary stakeholders associated with this SLA:
Contact
Stakeholder Title / Role
Information
Elizabeth
University Librarian mcowell@ucsc.edu
Cowell
Associate University
John Bono Librarian, Planning and jbono@ucsc.edu
Resource Management
Tania
Product Manager tania@ucsc.edu
Pannabecker
Using the ITS ticket system for requesting services and reporting incidents.
Adhering to onboarding and prioritization principles as per the Library Manager
Group (LMG) strategic planning process.
o New technologies, projects and services are prioritized annually by
LMG/ITS.
Notifying external clients (vendors, patrons, faculty, etc.) of all scheduled
maintenance.
Responding to budget-related issues and work with vendor to ensure timely
payment.
Managing contract negotiations.
Engaging ITS management on library IT requirements before choosing a
technology-based solution requiring ITS support.
Asset management:
o Software inventory and renewals.
o Obtaining software licensing information.
o Monitors hardware service levels.
o SaaS (vendor hosted) solutions.
Adhere to conditions and obligations in MOUs (SLAs, OLAs).
Adhere to campus computing best practices and work within the ITS Division's
limitations.
This Agreement will be posted to the following location and will be made accessible to
all stakeholders:
Document Location: http://its.ucsc.edu/sla/
8 Approvals
The Divisional Liaisons, ITS Senior Managers, and Library Leadership approve this
document. This document is then published on the ITS Service Catalog web site along
with other service level agreements. Service level information is integrated into the
service page in the ITS Service Catalog.
Out of Scope
Out of scope:
Data management and preservation.
Appendix D: Backup and data restoration
services
Library ITS provides a local backup service. Service requests include:
Data restoration of locally supported server data and configurations.
Service Parameters:
Data Backups and Retention:
o Recover data outside of a 24hr period up to 30 days old.
o Backups occur every 24 hours. If newly generated data is corrupted before
the next daily backup we cannot recover.
o Archival is not in scope.
Public and instruction workstations are not backed up.
Administrative computers:
o Administrative computers are not directly backed up.
o Data is stored in one of the following supported locations:
o Campus AD file service
o Digital artifacts server
o Google Drive
o By exception, highly mobile users may be configured to backup locally saved
data to Google Drive.
Out of Scope:
Negotiate contracts.
Manage vendor disputes, performance, and contract non-compliance.
Provide support for applications and programs external to the ILS, such as third-party
bibliographic utilities, link resolvers, etc..
Support for peripheral devices, such as receipt and label printers, barcode scanners, self-
check kiosks, etc.
Escalation:
Issues with Drupal or contributed modules will be escalated to the module’s owner via a
bug report at drupal.org.
Out of Scope:
Software licensing.
Specialized application support beyond ‘best effort’.
Event support.
Specialized peripheral support.
Support of a hardware platform that is beyond end of life (4-5 yrs.)