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(Stonebranch) Consumer Service Level Objectives and Responsibilities

Number of views : 6
Article Number : KB0017429
Published on : 2020-01-14
Last modified : 2020-01-14 00:56:22
Knowledge Base : IT Public Self Help

Overview

Outlines responsibilities of the Consumers of the Service

Details

Departmental IT Support Staff agrees to: 

  1. Provide and maintain technical contact information. Customers must assign and maintain an on-site departmental technical contact (liaison) for the Provider team. The technical contact will provide support for the Customer’s use of service and/or act as a liaison to the Customer’s support group. This person will also be responsible for informing the Provider team if they need a new team member on-boarded, and to which Department and Business Service. 

  2. Provide and maintain owner/executive sponsor contact and billing contact information. Failure to maintain updated contact information and any inability of the Provider team to establish communication with the Customer's contacts may result in the suspension or decommissioning of provided resources and services at the discretion of the Provider team. 

  3. Perform application testing for all patches, upgrades, and changes in a timely manner. This includes the responsibility for creating and maintaining a set of testing use cases that will be used by the customer to perform acceptance testing when the Provider team is applying version upgrades, hardware migrations, etc. 

  4. All customers should review the Stonebranch Customer Test Plan (TBD), which describes the testing responsibilities of both the Provider team and Customer.

  5. Notify Service users and Providers of any service interruptions or outages. 

  6. Be available when resolving a service-related incident or request.

  7. Communicate specific service availability requirements to the Provider team. 

  8. Provide a security contact and respond to ISO alerts with regard to their scheduled jobs and tasks.

  9. Upgrade to the currently-supported version of agent software when notified by Provider team.

  10. Adhere to the UT Austin  Information Resources Use and Security Policy  and associated standards as they relate to the acquisition, development, testing, implementation, and production usage of servers, software, applications, networking, related systems, or data stored on their respective systems. The Customer also agrees to adhere to the Minimum Security Standards for Application Development and Administration and the  Secure Web Application Coding Guidelines when using the Service.

  11. The ITS Database team may temporarily suspend customer password(s), account(s), access, or usage to ITS database services if the Customer or their users violate University policies or do not maintain the minimum security standards as outlined in this SLA and defined by the  Information Security Office. The Information Security Office reserves the right to shut down or isolate any system that is found to be out of date, vulnerable, or compromised. 

  12. The Customer is the steward of their department’s data and must categorize that data according to the UT Austin  Data Classification Standard

  13. Customers storing  Confidential Data (formerly known as Category-I)  in their workloads must notify the Provider team, register their application with the  Information Security Office, and ensure that their application follows best practices for security.  This includes adhering to the  Minimum Security Standards for Application Development and Administration

  14. Anyone with access to shared credential objects will need to review (on an annual basis) and comply with the UT Austin  Information Resources Use and Security Policy

  15. Assign a security contact that approves accounts and permissions and is typically the same contact as the Data Owner. 

  16. Submit service requests through an appropriate ticketing system by sending email to workloadautomation-requests@utlists.utexas.edu

  17. The Customer will triage all end user and development team issues to identify the root cause of any problems prior to engaging the Provider team with issues using the Service.

  18. Use the processes defined in this SLA document for requesting help and services.

  19. Respond to Provider team staff inquiries in a professional and timely manner. 

  20. Agree to a predefined maintenance window for scheduled maintenance, either for the site or by system. 

  21. Maintain compliance with all software licensing requirements. The Customer must provide the necessary access to software and training for specialized departmental or proprietary services where required. 

  22. Maintain knowledge of the currently installed version Stonebranch and its features.

  23. Regularly check email for service announcements. 

  24. Use supported client software. Consumers will install an agent on all their endpoints that will be used in Service.

  25. Manage the software versioning and updates for all agents and credentials on the agents.

  26. Work with their database provider to acquire the DB connection string and provide this to the Stonebranch provider team when requesting their UAC database connection.

  27. The customer will manage and maintain their own Workloads.

  28. Following a standard development life-cycle for workloads (DEV/QA/PROD)

  29. The customer is responsible for troubleshooting job failures.

  30. Consumers with their own hosts are responsible for their own System Administration (firewall ports to be opened, authentication module, agent installation, etc.)

  31. Consumers without their own hosts with a need to use central services are responsible informing the providers they will need central service use so during on-boarding the providers assign the appropriate permissions. 

 

 

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