1. Purpose of this Service Level Agreement

A Service Level Agreement (SLA) is a commitment that a service provider makes to the community being served. This document provides a framework and a specific description of the technology support services that Information Systems Support (ISS) provides to the staff of the Perkins Library System. This SLA establishes the scope of ISS services. It describes the support mechanisms that ISS utilizes to consult with staff; to manage the software, data, and hardware systems in the Perkins Library System; and to purchase or replace system technologies. Finally, this SLA outlines the most important responsibilities that staff assume for managing Perkins Library System technology.

This Service Level Agreement will be reviewed annually in January.

2. Scope of Service

2.1. Support Environment

ISS provides support for all computer equipment, software, and printers owned by the Perkins Library System.

2.2. Support Levels

ISS gives first priority to mission critical systems that serve the entire Perkins Library System. Examples of mission critical systems include: (1) the servers that host the libraries�€™ web pages; (2) the principal library document server (appearing as the �€œF�€� drive on desktop systems); and (3) the servers that support the integrated library system and the public interface to the online catalog.

Support and uptime for all Perkins Library System servers are guaranteed during the hours outlined in section 2.4. Every effort will be made to maintain server uptime on mission critical systems during off hours. Historical data indicates that staff can expect very few problems due to server downtime.

ISS will respond to any emergency request within one half of a business day.

ISS will respond to any normal request within one business day.

The timetable for resolution will depend on the exact nature of the problem and on the resources and time commitments of the staff of ISS.

2.3. Support Availability

Hours of availability for ISS staff are: 8:00 AM to 5:00 PM, Monday through Friday. These hours exclude University holidays. ISS will provide minimal staff coverage for those university holidays with regular classes in session (e.g., Martin Luther King Day, Labor Day). After hours or weekend support can be scheduled under special circumstances and should be arranged by contacting the ISS department head.

2.4. Support Contact Information

Support requests can be submitted to ISS by several methods.

Email: (via Lotus Notes) "Systems Support"
(Outside Lotus Notes) perkins-lis@duke.edu.
Web: Problem report form available on the staff intranet
Phone: Call the support hotline at 660-5863
Pager: ISS On-Call: 970-9299 (numeric), Text Messaging System

ISS Department Head:
Email: (via Lotus Notes) "Ed Gomes"
(Outside Lotus Notes) edward.gomes@duke.edu
Phone: 660-5818
Cell Phone: Ed Gomes: 724-7283

2.5. Paging Policy

Paging should be reserved for emergency situations only. In the event of a catastrophic failure of mission critical systems, the Systems Support on-call pager should be paged first at 970-9299. If there has been no response after twenty minutes, the ISS department head should be contacted.

Hours of Coverage:

Monday - Friday	7:00 a.m. - 8:30 a.m., 5:00 p.m. - 11:00 p.m*
Saturday	9:00 a.m. - 11:00 p.m.*
Sunday	10:00 a.m. - 11:00 p.m.*

* Or until the library closes, whichever is earlier. (Library Hours)

2.6. Escalation of Emergency Service Requests

In the event of an emergency service request during the normal business hours, the requester should call the Information Systems Support hotline at 660-5863. If staff at ISS are not available to take the request, the requester can page the Systems Support pager at 970-9299. A text page can also be sent via the Systems Support request web site at http://www.lib.duke.edu/its/iss/pager.htm or via an e-mail page (see section 2.4).

Only in rare cases will department heads or staff contact OIT or MCIS directly for any support request.

3. Consultation, Software, Data, and Hardware Services

3.1. Project Consultations

ISS welcomes requests to consult on technology projects. In order to maintain consistency of work within the Perkins Library System, the requesting department should avail itself of ISS consultation services before embarking on substantial development work; entering agreements with vendors, contractors and/or peer institutions; writing grants that will require the purchase of equipment; or hiring student or temporary workers for technology-intensive projects.

3.2. Project Proposals

Projects that may require substantial ISS resources (staff time and/or equipment) should be documented and proposed via the ITS Project Proposal Process http://www.lib.duke.edu/its/diglib/proposals.htm. Initial project meetings will determine what resources will be required for the project and a rough timetable for completion of the project. If resources outside the Perkins Library System are required, ISS will coordinate appropriate bidding and contracting processes, as well as manage the relationship with the vendor or contractor. In cases where the project may benefit multiple units, ISS will facilitate the intra-departmental discussion and planning, as necessary. To schedule a time to meet with ISS, please send an email to the Systems Support email address with a brief description of your project.

3.3. Software Installations

3.3.1. Perkins Library System Supported Software

ISS will have access to Perkins Library System supported software via network servers or media purchased by ISS. ISS will install all software unless permission to install has been granted explicitly by ISS. Installation of Perkins Library System-purchased software will occur only on Perkins Library System owned hardware, unless otherwise noted.

3.3.2. Duke Enterprise Systems

Activation of Duke enterprise systems on staff workstations, including but not limited to BPA, DAFT, PARIS, R/3, and ADVANCE, will be coordinated by ISS through the appropriate offices for account activation. ISS will obtain necessary IDs or access privileges. After the accounts have been approved and activated, ISS will perform installations of the software packages for Duke enterprise systems, unless otherwise noted.

3.3.3. Other Software

Due to issues of maintenance, troubleshooting, and system stability, unsupported software will not be installed on Perkins Library System machines, unless specifically authorized by ISS. ISS is not responsible for the loss of data or productivity due to installation of unsupported software.

3.4. Sharing Data

Staff who need to share data with other library system staff or need access to their data from multiple workstations must use the Perkins Library System's central file servers for such purposes. ISS will suggest and support alternatives to central file server sharing in special cases. Although many personal computer operating systems (including the Mac OS and Windows) allow users to use "personal file sharing" to expose portions of their locally stored data on the network, this practice poses an extreme security risk and is not recommended, supported, or allowed on Perkins Library System equipment.

3.5. Backup of Data

Network Systems: ISS backs up to tape all data on the Perkins Library System network servers (the �€œF�€� drive) on a daily basis. Backups are run overnight. Hence, files that are created and deleted on the same day are not backed up. Files that are left on the servers overnight are backed up, and may remain on tape even after the file has been deleted from the network. Files include all documents stored on the server "Library," which appears as the �€œF�€� drive on your local directory system.

Files backed up to tape from the network server have the following retention periods:

Backup Performed	Retention Period
Monday - Thursday	One Week
Friday	One Month
Last Friday of month	Twelve Months

Local Desktop System: Only files stored on the network servers are backed up by ISS. It is the responsibility of Perkins Library System staff to utilize the ISS backup system responsibly. ISS is not responsible for files stored locally (on the �€œC�€� drive) and not backed up on the Perkins Library System servers.

Lotus Notes System: Backup of the Lotus Notes email system to tape is maintained by the Office of Information Technology and the Medical Center Information Systems department. These backups are for system failure recovery. Email messages deleted by the user cannot be restored from tape.

3.6. Migrations

Perkins Library System refreshes workstation technology every three to four years. During workstation migration, Perkins Library System computer equipment is replaced and current software installed on the new systems. Also during that time, existing software and hardware is upgraded as appropriate. ISS will have primary responsibility for performing these migrations. Staff are responsible for completing appropriate backup operations prior to migration.

3.7. Moving Equipment

Computer hardware and equipment may be moved within or between departments provided the equipment remains deployed within the Perkins Library System. All equipment moves should be coordinated through ISS prior to the move in order to ensure proper inventory control and accurate information for the migration process. ISS will move computer hardware and equipment when requested and will schedule these moves with departmental personnel.

3.8. Hardware Repair

Requests for hardware repair should be submitted to ISS via the methods stated in section 2.4 above. ISS is responsible for assessing, executing, and paying for hardware repairs, including all supported computers, printers, and associated peripheral equipment.

3.9. Equipment Requests and Purchases

All hardware, software, and associated peripherals are budgeted centrally and expensed to departmental budgets at the time of purchase. Departmental requests for new hardware and software will be submitted, reviewed, and approved during the annual budget process that begins in the fall for the coming fiscal year. Approval of requests is based on four criteria: a.) a demonstrated need that cannot be met within the centralized resources, b.) is approved by the head of the department, c.) will not compromise the functionality of existing systems and d.) is within the library�€™s annual funding allocation. Contingency funds are budgeted each year to cover unanticipated needs and the repair or replacement of damaged equipment.

3.9.1. New Hardware and Peripheral Purchases

Requests for the purchase of any new hardware or peripherals, including but not limited to, external hard drives, removable media devices such as Zip or Jaz drives, scanners, modems, mice, and keyboards, should be submitted to the ISS office via the email address listed in section 2.4. ISS will purchase the hardware, record the serial number, and inventory the hardware. ISS will be responsible for the installation and maintenance of hardware, peripherals, and any associated media purchased in this manner.

NOTE: Items including but not limited to, toner cartridges, external media (i.e. floppy disks, Zip disks, or Jaz disks), paper, and other similar items are not considered hardware or peripherals under this agreement and should be purchased with funds allocated for office supplies or computer supplies.

3.9.2. New Software Purchases

Requests for the purchase of any software not on the supported software list (see section 4.1) should be submitted to the ISS office via the email address listed in section 2.4. ISS will purchase the software, record the serial number, and inventory the software. ISS will be responsible for the installation and maintenance of hardware, peripherals, and any associated media purchased in this manner.

3.10. Network Jack Activation

Departments should submit requests for network jack activation to ISS via the email address listed in section 2.4.

3.11. Access to Perkins Library System Servers

Requests for access to Perkins Library System servers should be made to ISS via the email address in section 2.4.

4. Appendices

4.1. List of Supported Software

ISS maintains an inventory of all software installed on Perkins Library System hardware. A list of software applications, whether these applications are installed on Perkins Library Systems computers, and the level of support for these applications will soon be available on the ISS web page.

4.2. List of Supported Desktop Hardware

ISS maintains an inventory of all ISS supported hardware installed in the Perkins Library System. A list of supported hardware will soon be available on the ISS web page.