University of Oregon

Systems - Services - Bomgar Remote Support - Standing SLA

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Faculty/Staff
Researcher
Student
GTF

Bomgar Remote Support

Service Level Agreement­

Overview

This Service Level Agreement (SLA) is a general agreement between Information Services (IS) and the University of Oregon IT community. Under this SLA, Information Services agrees to provide access to the Bomgar appliance 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 a centralized remote support tool as a service to the University IT community.

Known and Supported Uses

  • Bomgar support portal: https://rs.uoregon.edu
  • Bomgar Jump client for Windows and Apple workstations
  • Bomgar remote session recordings
  • Remote sessions with 3rd parties (e.g. customers)

Service Overview

Information Services will provide the following:

  • Ongoing operation and support of the Bomgar virtual appliance and infrastructure
  • Support and Maintenance for the Bomgar Server virtual machines
  • Authentication services via Active Directory
  • Backups of configuration as defined in backup addendum

Duration of Agreement:

This agreement will be in place for the duration of the lifetime of the service. Revisions to the SLA can be made at any time as long as notification is given to the service community (defined in the contact 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 per terms of change requests to improve availability or manageability. Changes to the supporting infrastructure will be preceded by notification to the service community.

Hostname Description Location Support Level Approved Use
is-bomgar-1 Information Services Virtual Machine Computing Center VMWare Cluster 8am-5pm M-F* Primary Production Appliance
is-bomgar-2 Information Services Virtual Machine Oregon Hall VMWare Cluster 8am-5pm M-F* Failover Production Appliance

*At all other hours, IS offers support on a best-effort basis.

Additional Dependent Devices:

Hostname Description Location Support Level Approved Use
cc-nas1 Network Attached Storage Device Computing Center VMWare Cluster 24x7 4 Hour Response Bomgar appliance operating system and remote session recordings
oh-nas1 Network Attached Storage Device Oregon Hall VMWare Cluster 24x7 4 Hour Response Bomgar appliance operating system and remote session recordings
is-cc-mssql2 Automated backup sql server for Bomgar appliance database Computing Center VMWare Cluster

8am-5pm M-F
(All other hours is best effort)

Bomgar appliance database back up

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

Additional Dependent Services

Service Owner
Ad.uoregon.edu Authentication Service Information Services
DNS Service Information Services
Data Center Networking Information Services
IS Cloud Vmware Environment Information Services

Definition of Software:

Software maintenance including but not limited to the following will be performed by the responsible party identified in the table below:

  • Purchase of initial software licenses
  • Payment of ongoing software maintenance
  • Payment of subscription renewals
  • Payment of current support agreements
  • Payment of any support lapse or re-instatement fees
Software Responsible Party
VMware Vsphere 5.0 Enterprise Information Services
VMware Vsphere 5 Virtual Center Information Services
Bomgar Appliance software Information Services
Bomgar Jump Client Information Services
Bomgar Representative Console Information Services
Bomgar Concurrent User License End User Responsibility

Information Services Maintenance Periods:

Information Services - Systems

Our standard maintenance window is Tuesday mornings from 5am to 7am. These services may be temporarily unavailable during this time period unless otherwise noted in this document.

Typical work performed during systems maintenance periods:

  • Applying operating system patches
  • Rebooting active production servers
  • Rebooting fail-over servers
  • Changing or modifying firewall rules
  • Upgrading application specific software
  • Updating hardware firmware levels
  • Updating dependent software
  • Tested and approved system configuration changes

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

Quarterly operating systems patches will be applied the 3rd week of the 2nd month of each quarter of the calendar year.

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

Any anticipated outage that occurs outside of normal maintenance periods will be notified via a message issued to the sys-status@lists.uoregon.edu email list and directly to tier 1 and tier 2 customer contacts.

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

On-Call Coverage:

Systems On-call response policy: Available upon request.

Service Community Contact Information:

bomgar@lists.uoregon.edu

Information Services Contact Information:

Level Contact
Step 1 Systems Hotline
541-346-1758
is-itc@ithelp.uoregon.edu
Step 2 Enterprise Desktop Administrator
Gabe McGinnis
541-346-8092 (24x7)
gabe@uoregon.edu
Step 3 Systems and Operations Director
Micah Sardell
541-346-1731
msardell@uoregon.edu

System Problems

Initial point of contact for all system availability problems will be with Information Services – Systems Hotline or via the is-itc ithelp queue (is-itc@ithelp.uoregon.edu).

Please contact the phone hotline first for initial report of an urgent system problem.

The Systems team will escalate the issue as necessary to application or operating system support at their discretion after initial incident triage.

Change Requests:

Initial point of contact for all systems configuration changes will be via an email requesting the change to is-itc@ithelp.uoregon.edu. For the application servers, personnel listed in the "Service Community Contact Information" section are exclusively authorized to generate change requests to be tested and implemented by Systems. 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 they determine that change broadens the scope of service, or it is determined to 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 (Trivial, Sensitive, Major)?
  3. What machines will be impacted? (what are you going to need to login to)
  4. What services will be affected by the change?
  5. Who is performing the work? (include emergency contact information)
  6. What is the back-out procedure, and how long will it take?

Optional Clarifying Questions

  1. What are the pre-maintenance window dependencies and due dates?
  2. What needs to be up for the change to happen?
  3. How long will the change take in active time and elapsed time, including testing and how many additional helper tasks will be needed?
  4. What are the test procedures? What equipment do they require? Was the test plan completed successfully?

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

Service Expectations:

Bomgar representative users can expect to have regular uptimes between 8am and 5pm Monday through Friday, excluding holidays.

Penalties:

This service expectation should be used for planning purposes. No financial penalty for missing this availability expectation will be enforced at this time.