This document provides a service level agreement (SLA) for hosting Office SharePoint Server sites. It describes the service including availability, support services, and performance targets. Key points include: - The service hosts Office SharePoint Server 2007 sites for University of Illinois departments and groups. - Sites are hosted virtually with backups and uptime monitored. Support is provided via email and phone. - The service aims to be available 24/7 with scheduled maintenance windows. Response times and resolution of problems are defined. - Performance is monitored on metrics like availability, response time, and problem resolution. The SLA depends on other University services like networking and infrastructure.

1. CIO DS Office SharePoint Server Site Hosting SLD/A
CIO Service Level Definition/Agreement
This template provides a general description of the intent of the service level
agreement (SLD/A) as well as the customers, users, approval and review process,
and a definition of the terms used in the document.
Table of Contents:
1.0 Statement of Intent
1.1 Approvals
1.2 Review Dates
1.3 Time and Percent Conventions
2.0 About the Service
2.1 Description
2.2 User Environment
3.0 About Service Availability
3.1 Normal Service Availability Schedule
3.2 Scheduled Events That Impact Service Availability
3.3 Non-emergency Enhancements
3.4 Change Process
3.5 Requests for New Users
4.0 About Service Measures
1.0 Statement of Intent
This service level definition/agreement (SLD/A) documents the characteristics of an
IS service that is required by a business function as they are mutually understood
and agreed to by representatives of the customer groups. The purpose of the SLD/A
is to ensure that the proper elements and commitment are in place to provide
optimal data processing services for the business function. The customer groups use
this SLD/A to facilitate their planning process. This agreement is not meant to
override current procedures, but to complement them. Service levels specified within
this definition/agreement are communicated on a monthly basis to the customer
group representatives.
1.1 Approvals
Table A.1 shows which business groups and IS groups share ownership of the
service, and their representatives have reviewed and approved this SLD/A.
Ownership Type Organizational Group Representative
Business Unit or Customer Department Name Contact Name
IS Services CIO DS Alex Breen
Computing Services DS Technical Services Brad Horn

2. Table A.1 Organization Representation
1.2 Review Dates
Last Review: 7/08
Next Review: 6/09
1.3 Time and Percent Conventions
This SLD/A uses the following conventions to refer to times and percents:
• Times expressed in the format "hours:DRminutes" reflect a 24-hour clock in
the central standard time zone.
• Times expressed as a number of "business hours" include from the hours
from 8:30 to 17:00.
• Times expressed as a number of "business days" include business hours,
Monday through Friday, excluding designated holidays.
The symbol "---" indicates that no time applies in a category (for example, no
outages are scheduled for a day).
2. About the Service
This section provides a description of the service and the user community, including
their physical location.
2.1 Description
DS (Departmental Services) offers departments and units at the University of Illinois
the option to host Office SharePoint Server sites from DS supported servers. The
following service matrix defines the Office SharePoint Server hosting service:
Features Plan Charges
Base Office SharePoint Server $450/year
Hosting fee
One-time setup fee None
Disk space (MB) 500
Office SharePoint Server Version 2007
Site usage statistics Default Office SharePoint Server site
analysis available at no additional
cost.
UPS power backups Yes
Daily backups Yes
Customer support (email, HOSTING@AD.UIUC.EDU
phone?)
Provided Templates All standard MS Office SharePoint
Server 2007 templates (Approximately
40)

3. Email enabled lists Yes
Authentication/Authorization Office SharePoint Server and Campus
Active Directory
RSS Feeds Yes
Additional disk space $25/500MB
Billing:
Billing is done at the start of every fiscal year. New sites that join in the middle of
the fiscal year will have their fees pro-rated. Sites that require increased disk space
during the fiscal year will be charged the full amount for that disk space for the
remainder of the fiscal year.
Hardware:
Sites are hosted on the CIO DS virtual server (see that SLA for particulars on that
service). An instance of Windows 2003 is configured on the virtual server and has
Office SharePoint Server 2007 installed. The Office SharePoint Server virtual
machine is configured to use 1/16 of the total processing power of the physical
server. The server is located in the CITES data center at DCL. The service has been
designed for minimal downtime, but we don’t guarantee 24x7 services at this time.
However, we strive to achieve this and often do.
Access:
Site maintenance can be performed via Internet Explorer (other browsers also work
to varying degrees), and author access provided by authenticating via UIUC AD
accounts (http://www.ad.uiuc.edu/). After DS initially configures the site, owner
access will be provided to an individual or a campus AD group. Access changes from
that point on are the responsibility of the client.
Backups:
As mentioned in the service matrix, daily backups are performed on the data.
Restores of data due to server/service failures are completed at no cost to the client.
User requested restores due to client destruction of data are billed at a $75/hr rate
with a minimum charge of 1 hour for each incident. Website logfiles will be
maintained for six months. After six months they will be deleted. If you have a
business case that requires the logfiles to be kept longer, let us know and we can
send you the raw logfiles on a monthly basis.
Office SharePoint Server Monitoring:
Websites are monitored via Microsoft Operations Manager (MOM) using the following
MOM management packs: Windows Base OS MGMP, IIS 6 MGMP, Windows
SharePoint Server 3.0 MGMP, Office SharePoint Server 2007 MGMP, Virtual Machine
MGMP
Licensing:
Each client operating system accessing the Office SharePoint Server server will need

4. an Office Office SharePoint Server 2007 Client Access License (CAL), Standard
Edition. If enterprise features of the service are being used then an Enterprise CAL is
necessary in addition to the Standard CAL. The Enterprise CAL adds rights for you to
use the Line of Business data integration and search, Business Intelligence including
performance management dashboard and web-based spreadsheets, and electronic
forms.
Other Notes:
Contacts for information and ordering: send mail to hosting@ad.uiuc.edu. Dedicated
Office SharePoint Servers are also available at a base rate of $400/month. Your own
Office SharePoint Server increases your control, security, and speed. See the
Application Hosting SLA for details.
2.2 User Environment
The business function is conducted in the following data processing environment as
shown in Table A.2.
Eligible Users All departments, units, groups affiliated
with the University of Illinois.
Where Service is Delivered Users can authenticate and access the
web sites anywhere on the Internet.
Computer Platforms Required to Use All users must have IP connectivity to the
the Service client machine. Users can access Office
SharePoint Server site from any platform
with a browser.
User Background or Training Office SharePoint Server development
Required to Use the Service skills are necessary for editing Office
SharePoint Server sites.
Table A.2 Service User Community Characteristics
2.3 User Support Services
Phone Assistance 217-244-7000
800-531-2531
See http://www.cites.uiuc.edu/help/ for
available hours.
Walk-in Assistance 1211 DCL
See http://www.cites.uiuc.edu/help/ for
available hours and further information.
E-mail Assistance Information:hosting@ad.uiuc.edu
General Help:consult@uiuc.edu
Specific Questions:hosting@ad.uiuc.edu
Documentation/FAQ http://www.ds.uiuc.edu/webhosting/default.htm
Notification to Users of Service Send email to hostingcontacts@ad.uiuc.edu
Changes
Service Status Information http://status.cites.uiuc.edu/
Reporting Problems with the 217-244-1000

5. Service net-trouble@uiuc.edu
Table A.2.1 Support Services for the User Community
Note: The scope of customer support covers issues with Office SharePoint Server
service and how to connect to the Office SharePoint Server. Customer support does
not include Office SharePoint Server design or programming.
3.0 About Service Availability
This section provides information about the normal schedule of times when the
service is available. It also describes the process for enhancing or changing the
service.
3.1 Normal Service Availability Schedule
Table A.3 shows the times the service is available for customer use.
Times Sunday Monday Tuesday Wednesday Thursday Friday Saturday
Start 0:00 0:00 0:00 0:00 0:00 0:00 0:00**
Stop 24:00 24:00 24:00 24:00 24:00 24:00 24:00
Table A.3 Service Availability
**Adjusted when necessary for scheduled outages and nonemergency
enhancements.
3.2 Scheduled Events That Impact Service Availability
Regularly scheduled events can cause a service outage or have an impact on
performance (such as slow response time). Table A.4 shows when these are
scheduled to occur.
Times Sunday Monday Tuesday Wednesday Thursday Friday Saturday
Start 5:30 AM 5:30 AM 5:30 AM 5:30 AM 5:30 AM 5:30 AM 5:30 AM
Stop Noon 7:30 AM 7:30 AM 7:30 AM 7:30 AM 7:30 AM 10:00 AM
Table A.4 Scheduled Maintenance for the CITES Data center
3.3 Nonemergency Enhancements
All changes that take more than four hours to implement or that impact user
workflow are reviewed by the hosting service team for approval and prioritization.
Enhancements and changes that do not require a service outage and that do not
impact user workflow are implemented upon completion.
Enhancements and changes that require a service outage are scheduled outside
business hours. Users are notified at least two business days in advance when a
nonemergency service outage is required to implement an enhancement or change.

6. To request an enhancement or submit a problem, send email to
hosting@ad.uiuc.edu.
3.4 Change Process
Changes to any hardware or software affecting the application should be requested
by sending email to hosting@ad.uiuc.edu.
3.5 Requests for New Users
To request a Office SharePoint Server site, notify hosting@ad.uiuc.edu. Requests
are usually satisfied within 2 business days. Additional time may be necessary for
URL alias creation. Units will be billed following the creation of the Office SharePoint
Server site.
4.0 About Service Measures
The Hosting Service Team monitors and reports the service quality. Table A.5 shows
the service measures that are reported along with the performance targets.
Measurement Definition Performance Target
Service Availability Percent The percent of time that 87.5%
the application is available
minus the impact time
from any events
(scheduled or
unexpected) other
than loss of network
or other contingencies
specified in 4.1
User Response Time The time taken for the
application to complete a
user request and
return a response
Problem Response The time required for a 1-High Priority
user to receive a response Within 1 hour
after reporting a problem 2-Normal Priority
to the Help Desk Within 1 business day
3-Low Priority
Within 2 business days
Problem Circumvention or The time required for a 1-High Priority
Resolution Time user to receive a Within 2 hours
circumvention or a solution 2-Normal Priority
after reporting a problem Within 1 week
to the Help Desk 3-Low Priority
Within 2 weeks

7. Table A.5 Service Quality Measurement
The Hosting Service Team prioritizes requests for support according to the following
priority-level guidelines:
1-High Priority
The hosted Office SharePoint Server sites are not operational for multiple
users during scheduled availability.
A major function of the hosting service is not operational for multiple users
during the hours that the service is scheduled for availability to users.
2-Normal Priority
A minor function of the hosting service is not operational for one or more
users (who can continue to use other application functions).
A user has questions about the hosting service functionality or needs
assistance in using the service.
A user needs administrative assistance.
3-Low Priority
The hosting service is not operational for one or more users outside the hours
during which the service is scheduled for availability to users. A major
function of the hosting service is reported as non-operational during the time
period for which normal service is not available.
Enhancement requests are logged as Priority 3-Low Priority, but are reviewed
and scheduled by the hosting service team.
4.1 Service Dependencies
This service depends on other services offered by CITES or by other service
providers. These services are listed below along with the service provider and where
available the service level definition/agreement between internal CITES services or
external vendors.
Service Dependency on Service Provider
Service
Power The hosting Office CITES, IP, and F&S
SharePoint Server is http://status.cites.uiuc.edu/
located in the CITES http://opcenter.cites.uiuc.edu/
data center and is http://www.fs.uiuc.edu/ (217/333-2082)
dependant on power
to this location.
Campus Network The hosting Office CITES
Access SharePoint Server is http://status.cites.uiuc.edu/
located in the CITES http://opcenter.cites.uiuc.edu/
data center and is

8. dependant on
network access to
this location.
Environmental The hosting Office CITES
Controls SharePoint Server is http://status.cites.uiuc.edu/
located in the CITES http://opcenter.cites.uiuc.edu/
data center and is
dependant on a
stable environment
at this location.
UIUC Campus Active Viewing of Office CITES
Directory SharePoint Server http://www.ad.uiuc.edu
pages are dependent
upon the UIUC
campus active
directory to
authenticate users.
Building Local Area On-campus users Each building LAN is currently
Network (LAN) connect to service via maintained by local network
Environment the building Local administrators.
Area Network (LAN) CITES provides connectivity services
environment and between buildings and UIUCnet
through connections backbone services.
to the UIUCnet http://status.cites.uiuc.edu
backbone network. http://opcenter.cites.uiuc.edu/
Operations Center Problems with the http://opcenter.cites.uiuc.edu/
service will often be
reported to the
Operations Center.
Resolution of these
issues is dependant
on the Operations
Center notifying the
proper people.
Table A.5.1 Service Dependencies