Application Development | ASK IT | Information Security | Network Services |
Support Services | Teleconferencing  | SLAs: Our Commitment to You

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Database Uptime
The target uptime for database services is 98% per month.

Database Backup and Recovery
• All databases will be backed up with daily differential and full backups on weekends.
These will be monitored by technical support staff via daily email notification.
• Data recovery will be a top priority of technical staff with data restoration expected within
one business day.
In case of loss of data due to Hardware failure recovery will be
dependant on hardware replacement time.

Application Uptime
The target uptime for applications is 99% per month during normal working hours.

Application Support
For service requests escalated to applications development, one of our programmers will contact
the customer within 1 business day from receipt of service ticket.

Pass: 100 points

Pass: 100 points

Third-party Application Upgrades and Maintenance
• Third party applications will be patched and updated as per schedules dictated by the vendor or the end user of the applications.
• Unless otherwise agreed to with the end user and vendor, there will be no custom modifications of third party applications USF Health IT.

Pass: 100 points

Pass: 100 points

Custom Development: Schedule Compliance
Users requesting custom applications will be guaranteed 90% schedule adherence to the agreed upon project plan including checkpoints and milestones in the development.

Fail: 50 points

Fail: 50 points

Pass: 100 points

Custom Development:
Budget Adherence
Custom applications developed will be within 90% of the estimated budget.

Custom Development:
Post-implementation Customer Satisfaction
Application Development will achieve very high customer satisfaction ratings 90% of the time during post-implementation review

Pass: 100 points

Pass: 100 points

Pass: 100 points

Instructional Design & Development
Custom instructional design & development will be guaranteed 90% schedule adherence to the agreed upon project plan including checkpoints and milestones in the development of instructional materials.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Application Training Resolution
Customers requesting application help determined to be an end user training issue will be contacted for assistance by a training specialist within 8 business hours of receipt of their requests 95% of the initial contact time.

Pass: 100 points

Pass: 100 points

Pass: 100 points

New IT Initiative Implementation Training
Customers can expect training and education to be made available to them within 60 days of implementation of new IT initiatives in the form of traditional classroom or online training by a guaranteed 90% adherence to schedule.

Pass: 100 points

Recurring Classes
Monthly recurring training classes will be offered by ASK IT based on customer needs and demands, supported software requirements, and Policy and procedure changes that include IT applications and services that affect the USF Health computing community. The target goal for recurring classes is a 96% satisfaction rating by class attendees.

Pass: 100 points

Pass: 100 points

Antivirus
We will monitor the customer's desktop antivirus to ensure the software is the most current version and virus definitions remain current to within 3 days. (Windows operating system; McAfee antivirus; computer participates in HSCNET domain).

Pass: 100 points

Pass: 100 points

Pass: 100 points

Spam/email borne viruses
We will maintain the email scanning software and definitions with the most recent releases available for blocking spam, phishing, and virus infected emails. (Being a diverse research institution means we have to balance our attempts to block spam with the need to ensure we don't block legitimate email, this means some spam may get through.)

Pass: 100 points

Pass: 100 points

Pass: 100 points

Security Patch Application
We will test all desktop operating system (Microsoft Windows) patches, and all patches for supported applications, within 3 days of release. Deployment will be scheduled after patches are approved for deployment.

Pass: 100 points

Pass: 100 points

Fail: 50 points

Firewall Administration
We will continually monitor and adjust the firewall rule base to balance our customers' business needs with providing the security needed to meet all regulations that apply to USF Health. Any required changes will be made with in 3 business days after approval by the ISO and CIO of USF Health. (changes required for new business relations may take longer due to legal agreements)

Pass: 100 points

Pass: 100 points

Account Requests
All account requests are to be completed within three (3) business days of receipt from the appropriate authorized signer.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Data Jack Activation
Requests for activation of existing jacks will be completed within two (2) business days of receipt of request.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Data Jack Installation
Requests for installation of new data jacks (three or less) will be handled in two phases. Initial contact with the customer and a discussion of the details will be accomplished within two (2) business days of the receipt of the request. Depending upon receipt of funding and the availability of vendor personnel, the installation will be completed within three (3) to five (5) business days after initial customer contact. The installation of voice jacks is handled by main campus IT and is specifically excluded from this Service Goal.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Data Jack Installation (Project)
Requests for the installation of four (4) or more data jacks will be considered a project.  In the case of a project, the project sponsor will be contacted by Network Services within two (2) days of receipt of the request.  For all projects, a walkthrough must take place that includes the project sponsor (or designee), one (1) or more vendor(s), and a member of the Network Services team.  Project completion will be negotiated with the project sponsor and based upon receipt of funding, availability of equipment, and availability of vendor personnel.  Project sponsors should allow a minimum of one (1) month for projects to allow for research, vendor scheduling, and equipment delivery.  Projects that include voice lines must be contracted through Main Campus IT and are specifically excluded from this agreement.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Data Backup
Data that is stored on network resources (G: drive, H: drive, and specific departmental drives) will be backed up on a nightly basis. Backups will occur between 7pm and 8am the following day. Servers that are not administered by USF Health IT, or that have unique, specific agreements in place, are specifically excluded from this agreement.

Pass: 100 points

Fail: 50 points

Pass: 100 points

Data Restoration
Data that has been backed up by USF Health IT is available for restoration within eight (8) business hours of the receipt of the request from the appropriate authorized signer. Restoration of data that is more than one month old will be accomplished within five (5) business days of the receipt of the request from the appropriate authorized signer.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Scheduled Outages
In order to ensure proper server operation, patches and updates must be applied at regular intervals. Each month, at a pre-scheduled and announced times, routine patches and updates will be applied to all servers that are controlled by USF Health IT. The times that this will happen will be announced via the USF Health e-mail bulletin. At no time will patching or updating occur during normal business hours. Some of these patches may require that the servers be rebooted. In the event a reboot is needed, no server shall be offline for more than two (2) hours.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Systems Upgrades
From time to time, significant systems upgrades, both hardware and software must be performed. These upgrades often require extended outages. In the event of a significant upgrade, end users will be informed via a USF Health Bulletin email of the scheduled maintenance window as far in advance as practicable. At no time will systems upgrades be performed during normal business hours.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Service Uptime
USF Health network services operate on a 24-hour, 7-day schedule and will be available to end users for 99% of that time each month. This amounts to roughly 748 hours per month of uptime out of a possible 756 hours. This service level specifically excludes scheduled outages and systems upgrades.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Business Hours Outage Response
USF Network Services personnel will respond immediately to a systems outage that occurs during normal business hours. Resolution will be reached within four (4) hours of the reported failure 99% of the time. Power outages, external provider outages, and contractor damage are beyond the control of USF Health IT and are specifically excluded from this agreement.

Pass: 100 points

Fail: 50 points

Pass: 100 points

After Hours Outage Response
USF Network Services personnel will respond to a critical systems outage within two (2) hours of the failure being reported to the on-call staff member by the WhatsUp! Gold monitoring suite. Staff will respond to non-critical systems outages within eight (8) hours or before the beginning of the next business day, whichever comes first.

Pass: 100 points

Pass: 100 points

Pass: 100 points

System Patch Levels
All systems patch levels will be within one monthly patch cycle as determined by the Operating System vendor (Microsoft and/or Sun Microsystems). Service Packs are specifically excluded from this agreement.

Pass: 100 points

Fail: 50 points 

Pass: 100 points

E-mail Delivery Network Services
All e-mail that is internal to USF Health (i.e. e-mail from a staff member to his or her supervisor) will be delivered within 20 minutes after receipt by the USF Health Exchange Cluster. E-Mail that is destined for an external server, or is inbound from an external server is not within the scope of control of USF Health IT and so is specifically excluded from this agreement.

Pass: 100 points 

Pass: 100 points 

Pass: 100 points

Support Desk (Help Desk)
Customers calling the USF Health IT Support Desk line during regular business hours can expect to be speaking with a technician within 30 seconds of entry into the Automatic Call Distribution system queue 90% of the time.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Hardware & Software Troubleshooting
• Troubleshooting Via the Telephone – Our telephone support technicians will provide immediate basic troubleshooting assistance when a customer calls to notify us of the problem during regular business hours.
• On-Site Response to Supported Offices – 85points of customers requiring a site visit will be contacted by one our technicians within 8 business hours of submission of the service request to arrange that site visit.
• In-House Response for Equipment Dropped Off for Service - We will post an initial diagnosis in the problem description of the service ticket which is viewable via the Web within 2 business hours of check-in.

Pass: 100 points 

Pass: 100 points

Pass: 100 points

Virus Scanning
• Assistance Via the Telephone – Our telephone support technicians will provide immediate assistance when possible, guiding the customer through installation of the latest virus signature files if needed and starting a scan of their system. Where possible we will utilize Windows XP's native Remote Assistance feature to allow our technician to take control of the remote system to perform this phase of troubleshooting.
• On-Site Response to Supported Offices (North Campus) – 85% of customers requiring a site visit will be contacted by one of our technicians within 4 business hours of submission of the service request to arrange that site visit. Virus scanning and cleaning is normally completed within 2 business hours after commencement of work.
• On-Site Response to Supported Offices (Remote Sites) – 80% of customers requiring a site visit in remote offices will be contacted by one of our technicians within 8 business hours of submission of the service request to arrange that site visit. Virus scanning and cleaning is normally completed within 2 business hours after commencement of work.
• In-House Response for Equipment Dropped Off for Service – We will begin work on equipment checked in for virus scanning within 4 business hours of check-in in 90% of cases. Virus scanning and cleaning is normally completed within 2 business hours after commencement of work.

Pass: 100 points

Pass: 100 points

Pass: 100 points

PC Setups and Operating System Upgrades
• On-Site Pickup – 90points of customers requesting a PC be picked up for setup from a supported office can expect one of our technicians will contact them within 5 business days of submission of the service request to arrange pickup of the machine.
• Return of Equipment – 90% of customers will have equipment picked up for setup or dropped off with us at our walk-up window returned within 5 business days of check-in.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Application Software Installation
• On-Site Response for Mission Critical Applications – 85% of customers requesting on-site installation of mission critical software applications in a supported office will be contacted by one our technicians within 8 business hours of submission of the service request to arrange that site visit. Installation of most software applications can normally be completed within 4 business hours of commencement of work.
• On-Site Response for Non-Mission Critical Applications – 90% of customers requesting on-site installation of non-mission critical software applications in a supported office will be contacted by one our technicians within 5 business days of submission of the service request to arrange that site visit. Installation of most software applications can normally be completed within 4 business hours of commencement of work.
• In-House Response for Mission Critical Applications – 85% of customers dropping their computer off for installation of mission critical software applications can expect installation to begin within 8 business hours of check-in. Installation of most software applications can normally be completed within 4 business hours of commencement of work.
• In-House Response for Non-Mission Critical Applications – 90% of customers dropping their computer off for installation of non-mission critical software applications can expect installation to begin within 4 business days of check-in. Installation of most software applications can normally be completed within 4 business hours of commencement of work.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Spyware & Adware Scanning/Removal
• Assistance Via the Telephone – Our telephone support technicians will provide immediate assistance when possible, guiding the customer through installation of a spyware scanner and initiation of a scan.
• On-Site Response to Supported Offices – When necessary one of our technicians will contact the customer within 5 business days of submission of the service request to arrange a site visit. The spyware removal process is normally completed within 8 business hours of commencement of work.
• In-House Response for Equipment Dropped Off for Service – We will begin work on equipment checked in for spyware scanning within 4 business days of check-in. The spyware removal process is normally completed within 8 business hours of commencement of work.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Password Reset Requests
• Assistance Via the Telephone – Our telephone support technicians will provide assistance as needed with applying for password resets via the Web. For security, password resets cannot be performed immediately for people contacting us by telephone.
• Walk-Up Password Reset Requests – Our technicians will immediately reset forgotten passwords for customers coming to our office and presenting either a USF ID card or driver's license with a picture.

Pass: 100 points

Pass: 100 points

Pass: 100 points

Service Requests
We will contact the customer within 24 hours of the request submission 95% of the time. If the requirements can't be met, we will offer the customer alternatives (i.e. rescheduling, media center support, etc.) The customer should make all room reservations based on equipment, network and personnel requirements. The reservation will require a 30 minute window prior to the scheduled start time for setup and a 15 minute window following the conference for takedown. If onsite support or collaboration is required the customer should make this known.

Pass: 100 points

Pass: 100 points

Video Streaming Services
We will contact the customer within 24 hours of the request submission 95% of the time. Equipment and personnel requirements will be determined with the customer at least 48 hours prior to the streaming event 90% of the time. Streams will be made available within 24 hours of the event 90% of the time. The customer should reserve the facilities needed to stream the conference or lecture requested. The technician will work with the customer to determine streaming accessibility and support requirements. Accessibility will be to a customers' website, via link name, for Blackboard or to IPOD/PDA via appropriate web services. Streams have a resolution of 320X240.

Fail: 50 points

Pass: 100 points

Pass: 100 points

Trouble Reporting and Response
During regular business hours the teleconferencing technician will respond to a trouble call within 15 minutes 95% of the time. The technician will resolve the problem within 15 minutes 90% of the time. Should the problem not be repairable within 15 minutes, the technician will work with the customer to reschedule or use an acceptable alternative method of communication. If on-site support has been requested, the technician will handle the problem immediately. Technicians will be available to handle trouble calls during regular business hours (8AM to 5PM) or before or after hours by prior arrangement.

Pass: 100 points

Pass: 100 points

Fail: 50 points