University of Oregon

Office 365 ProPlus Service Level Agreement

Overview

This service level agreement (SLA) is a general agreement between Information Services (IS) and the University of Oregon campus community. Under this SLA, Information Services agrees to provide access to Office 365 ProPlus for the following stated purposes. This SLA documents agreed-upon systems and services, covers performance and reliability, targets objectives, and outlines escalation processes.

Purpose

To provide Office 365 ProPlus as a service to the University campus community.

Known and Supported Uses

  • Access to Office application downloads on up to 5 PCs/Macs
    • Office applications include: Word, Excel, PowerPoint, Outlook, OneNote, Publisher (Windows only), and Access (Windows only)
  • Access to Office application downloads on up to 5 tablets and 5 mobile phones
    • Office applications include: Word, Excel, PowerPoint, and OneNote
  • Access to online versions of Office applications (Office Online)
    • Office Online applications include: Word, Excel, PowerPoint, and OneNote
  • Access to the latest version of the Office applications and Office Online

Service Overview

Information Services will provide the following:

  • Ongoing operation and support of Office 365 ProPlus and infrastructure
  • Support and maintenance for Office 365 ProPlus
  • Authentication services via DuckID system

Duration of Agreement

This agreement will be in place for the lifetime of the service. The lifetime of the service is dependent on the yearly support of resources and licensing needed to run the service.

Revisions to this SLA can be made at any time as long as notification is given to the Service Community (defined in the Service Support Information section of this document) at the time the SLA revisions are put into effect. 

Definition of Servers

The supporting infrastructure is subject to change to improve availability or manageability. Changes to the supporting infrastructure will be preceded by notification to the service community.

Servers

Hostname Description Location Approved Use
uoregon.onmicrosoft.online.com Office 365 Tenant Cloud Production Tenant
Azure Active Directory Active Directory Cloud Production Active Directory Cloud
F5 Load Balancer CC/OH Production Load Balancers
ad-aads Azure Active Directory Synchronization VMware Production Identity Synchronization
ad-cc-trigw1 Trident Gateway WMware Production Identity Access Control
ad-oh-trigw1 Trident Gateway VMware Production Identity Access Control
ad.uoregon.edu Active Directory CC/OH Production Active Directory on Premise

All maintenance of hardware listed in this agreement will be the responsibility of Information Services.

Tenant Space URL

Hostname Description Approved Use
office.uoregon.edu Information Services Tenant Space Production Tenant

Additional Dependent Services

Service Owner
Active Directory on Premise Information Services
VMware Information Services
F5 Load Balancer Information Services
Trident Information Services
Datacenter Networking Information Services

Information Services Maintenance Periods

Every effort is made to minimize impact on service availability of production instances. However, during the duration of regularly scheduled maintenance periods, services running on hardware and software covered in this document may be unavailable.

  • IS Systems & Operations
    • The standard maintenance window for the Systems & Operations group is Tuesday mornings from 5am to 7am. The services covered in this document may be temporarily unavailable during this time period unless otherwise noted in this document.
    • Quarterly operating-system patches will be applied the 3rd week of the 2nd month of each quarter of the calendar year.
    • Typical work performed during Systems & Operations maintenance periods:
      • Applying operating-system patches
      • Rebooting active production servers
      • Rebooting fail-over servers
      • Changing or modifying firewall rules
      • Upgrading application-specific software
      • Updating firmware levels on hardware
      • Updating dependent software
      • Tested and approved system configuration changes
  • IS Network & Telecom Services
    • The standard maintenance window for Network & Telecom services is Monday mornings from 3am to 7am, Wednesday 5am to 7am, Thursday 5am to 7am, and Friday 5am to 7am. The services covered in this document may be temporarily unavailable during this time period unless otherwise noted in this document.

Information Services reserves the right to make critical changes in emergency situations without notification. Every effort will be made to contact and consult with the service community in advance.

Information Services is not required to announce outages during scheduled recurring maintenance periods.

After Hours On-Call Support

There will be no after hours on-call support provided by Information Services at this time.  After hours on-call support is subject to change in the future.

Service Support Information

Based on affiliation, customers are expected to contact existing support organizations for all issues or questions related to installation, applications, and accounts.

Level Contact
1- Issues or questions related to installation, applications, and accounts Based on affiliation, customers will contact existing support organizations:
  • IS Tech Desk (students; also faculty and staff without local IT support)
  • CASIT Help Desk (CAS faculty and staff)
  • AAATech Help Desk (A&AA faculty and staff)
  • Etc.

2- Account-related issues or questions

(Engaged by Tier 1 personnel)
  • IS Accounts Administrators
  • Credentialing agents in distributed units
3- Additional support needed (Engaged by Tier 1 or 2 personnel)
  • IS Identity & Data Management
  • IS Systems & Operations
4- Additional support needed (Engaged by Tier 3 personnel)
  • Microsoft Technical Account Manager (TAM)

System Problems

The initial point of contact for all system-availability problems will be the Information Services Technology Service Desk. Please contact the Technology Service Desk first for initial reporting of an urgent system problem. 

At their discretion, the Technology Service Desk staff will escalate the issue as necessary to application or operating-system support after initial incident triage.

Change Requests

All change requests will be vetted through the Information Services Change Management Process.

Initial point of contact for all systems configuration changes will be via an email to techdesk@uoregon.edu requesting the change.

For the application servers, personnel listed in the Service Support Information table are exclusively authorized to generate change requests to be tested and implemented by Information Services.  Non-emergency change requests will be responded to within 3 business days.

Change requests should include at a minimum answers to the change-request questions listed in this document.

Information Services may deny a change request or seek further clarification if staff determine that the change broadens the scope of service or may adversely affect other aspects of service availability.

Required Questions

  1. What changes are going to be made?
  2. What change level classification are you requesting (Normal, Emergency, Recurring)?
  3. What services will be affected by the change?
  4. Who is performing the work? (Include contact information)
  5. What is the back-out procedure, and how long will it take?
  6. What are the test procedures?  What equipment do they require?  Was the test plan completed successfully?
  7. How long will the change take? Specify date and time that change will be taking place

Optional Clarifying Questions

  1. If applicable, what are the dependencies for the change to happen?

Requests that do not fully answer these questions may be delayed pending submission of additional information.

Service Expectations

  • Service availability
    • Microsoft’s Service Level Agreement specifies service uptime of 99.9%.
  • Support availability
    • Office 365 ProPlus users can expect to have regular support provided during existing hours for each support organization.

User Responsibilities and Acceptable Use

By using the services covered in this document, users agree to observe all applicable laws and university policies including but not limited to:

Pricing

There is no charge for the use of this service.

Penalties

These service expectations should be used for planning purposes only. No financial penalty for failing to meet these expectations will be enforced at this time.