University of Oregon

Systems - Services - Storage - Standing SLA

Audience
Faculty/Staff
Researcher
Student
GTF

Purpose

In support of the academic and research mission of the University of Oregon, as well as in support of administrative efficiency, Information Services provides centralized and high-availability file- or block-based storage services. These services can be used for production application delivery as well as bulk data archiving. Multiple tiers of storage service provide a variety of options for consolidated, centrally supported, storage services.

Known and supported uses of this service involves:

  • Providing windows file storage locations integrated with Active Directory
  • Providing storage with tiers of performance suitable for use with application delivery
  • Large volume disk space for backup of workstations in departments and administrative units
  • Additional uses as negotiated with Information Services

Duration of Agreement:

This SLA is a standing agreement between parties for the duration of storage services purchased.

This agreement can be terminated at any time by either party with 90 days of written notice provided to the highest tier of administrative contact listed in this document (see section entitled escalations).

Definition of Hardware:

The following storage systems are covered by this agreement for the following uses:

Host Description Location Vendor Support Level Approved Use
is-nas1 Netapp 3250 Clustered ONTAP Computing Center 24×7x4Hr Production application and backup storage
cc-nas1/oh-nas1 Netapp 3250 HA Metrocluster 7-Mode Computing Center/Oregon Hall 24×7x4Hr Production application

Definition of Software:

Systems will perform the following actions on the following software:

Systems software updates will be applied on a quarterly basis during planned systems maintenance periods.

Software supported includes Data ONTAP version 8.1 or higher.  Both 7-mode and c-mode systems are available.

The following software and protocol features are licensed to provide storage access to client systems, servers, or backup devices:

  • NFS
  • CIFS
  • iSCSI (contact for special request)

The following features are available for custom configuration by Systems staff:

  • Snapshots
  • SnapMirror
  • SnapRestore

Information Services Maintenance Periods:

Systems 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
  • Failing over between cluster members
  • Changing or modifying firewall rules
  • Upgrading application specific software
  • Updating firmwares
  • Updating dependent software
  • Tested and approved system configuration changes

Every effort is made to minimize impacts to availability of production services. However, during the duration of regularly scheduled maintenance periods, services running on hardware covered by this document may be unavailable.

Network Services standard maintenance windows are Monday mornings from 3:30am to 7am and Thursdays from 5am to 7am.

While the systems will still be functioning during these time periods, users may not be able to access servers or storage devices or servers due to network interruptions.

Information Services reserves the right to alter maintenance schedules without notification. Every effort will be made to contact and consult with users in advance. For up-to-date maintenance schedules and status reports, please see:
http://status.uoregon.edu/

Any anticipated outage that occurs outside of normal maintenance periods will be announced via PGP signed message issued to the sys-status mailing list. The customer is responsible for subscriptions to the sys-status email list. Information Services is not required to announce outages during scheduled recurring maintenance periods.

Duties:

Roles and Responsibilities:

Information Services – Systems manages all storage hardware related to the storage appliance, this includes but is not limited to:

  • Installation, maintenance, and configuration of new and existing hardware, firmware, license codes, and software
  • Incident response related to disruptions of service from the storage subsystem including but not limited to disk failures, controller failures, fan failures, and other equipment failures typical of a storage appliance
  • Provisioning of new storage volumes or LUNS for presentation to clients
  • Integration of storage system into monitoring and alerting system
  • After-hours response to system outages in accordance with the System on-call policy
  • Performance monitoring of existing hardware with timely communication to clients about storage system performance problems and bottlenecks with suggested resolution paths
  • Configuration of De-Duplication (ASIS), Snapshot, or other advanced storage system features.
  • Managing and processing renewal of all support agreements covering hardware or software related to the storage appliance

Client Responsibilities:

  • Verifying connectivity between storage clients and filer storage system, including network troubleshooting for network NFS or CIFS, and iSCSI topology for any dedicated iSCSI networks.
  • Reporting file system errors and connectivity problems between client systems and the storage system, including performance issues detected at the storage or network level.
  • Establish backup and restore procedures with Systems and Operations staff or meet backup needs via a separate means outside the scope of this document
  • Server administration of storage clients.
  • Management of any networks used to transport data between clients and the storage subsystem in coordination with Systems.
  • Notifying Systems team of new storage needs with sufficient planning time.
  • Client file system configuration and troubleshooting.
  • Timely payment of any and all fees associated with administration or support related directly to the support of client needs and specified in the memorandum of understanding.

Incident Reporting:

All End-user support will be conducted through customer IT support personnel and Tech Desk staff.

All incidents determined to be service delivery problems shall be escalated to the Information Services Systems team via the following escalation procedures:

Service Escalation

For system problems and/or outages, please use the following call list:
Available Upon Request (updated information TBD)

Hardware and Software Change Requests:

Change requests should be submitted to tier 1 of the escalation tree via and will be responded to within 1 business day. Response does not necessarily imply resolution.

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

Information Services may seek further clarification or deny a change request if they determine that change broadens the scope of service, or it is determined to adversely affect other aspects of service availability.

Change Requests (example):

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 are the pre-maintenance window dependencies and due dates?
  5. What needs to be up for the change to happen?
  6. What services will be affected by the change?
  7. Who is performing the work? (include emergency contact information)
  8. How long will the change take in active time and elapsed time, including testing and how many additional helpers will be needed?
  9. What are the test procedures? What equipment do they require? Was the test plan completed successfully?
  10. What is the back-out procedure, and how long will it take?

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

Service Expectations:

Application users can expect approximately 99.9% service availability (8 hours of outage time) measured over the time period of a year, excluding anticipated outages and downtime performed during maintenance periods.

Service Duration:

This service will be provided by Information Services on a month-by-month basis. At the end of the service period all content and customer logins and access will be disabled and customer provided content will be frozen. After the service period has expired data will be preserved for a maximum of 3 months, after this time it will be destroyed.

Service Availability:

Service availability will be measured using Nagios service monitoring and records will be retained for a year.

Service Performance:

Overall system performance will be monitored and graphed for a period of one year via SNMP and using advanced storage performance tools packaged and designed for the storage hardware.

Service availability reports are available periodically by written request to the Director of Systems

Penalties:

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

All fees will be negotiated with Information Services. Please see the service description document for an estimate of fees associated with this service.

A fee statement will be prepared in a memorandum of understanding (MOU) and provided to the customer prior to service. Fees will include startup and on ongoing costs if applicable.

Customer agrees to pay all fees within 30 days of invoice date.