IT Infrastructure Services - Information Technology Services



IT Infrastructure Services

Network and Internet connectivity

Network and Internet connectivity

Management of the physical network infrastructure.

Activities include:

  • Designing and maintaining all logical network structures
  • Installing and maintaining all network components (switches, routers, firewalls and wireless)
  • Installing and maintaining network management software (e.g. Nagios)
  • Monitoring wide area and local area network traffic, events and failures using Network Management Software (NMS)
  • Performing tuning on all network segments
  • Troubleshooting network failures and connectivity problems
  • Activating network ports
  • Ensuring network security through the use of filters, access lists and firewall configuration
  • Planning for future capacity requirements or upgrades
  • Evaluating, recommending and purchasing of network equipment
  • Researching technological developments for networking
  • Disaster planning and recovery

Service characteristics

On-going service that is renegotiated annually.
Service Available:

  • 24 X 7

Support Hours:

  • M F: 0830 2200

Note: Extended support hours are 24 x 7 via automated notification tools for the USP internal network

Scheduled Maintenance Window:

  • USPNET and Internet:
    Every Sunday, 00:00am 06:00am
  • USP Internal network:
    Every Saturday, 1800 2400
  • Starting on the Friday before the scheduled Maintenance window, notices regarding downtimes will be posted on IT Notices
  • Service is available to all USP Staff and Students at all USP campuses.

Service level objective
Service level metric:

  • Internet availability 99%
  • Internal network uptime 99%

Note The calculation of availability and uptime excludes the scheduled maintenance window.
USP IT Services SLA (Draft)

Customers of this service

Students:
Students with valid usernames can access the USP network and internet in the IT Services-supported labs at all campuses. They can also access wireless at select wireless areas.

Staff:
Teaching staff can access the USP network and internet at the teaching workstation in the IT computer labs

All Administrative and Teaching staff can access the USP network and internet in staff offices (equipped with live network ports) or in areas equipped with wireless at all campuses.

Tenants and other non-USP groups (e.g. Student Association and Unions):
Access to the USP network and the internet will be provided as outlined in a separate Service Level Agreement.

Not included:
Access to the general public

Business process enabled by this service

This service supports the network infrastructure for USP and provides connectivity to all IT Services supported systems. This service is critical as it:

  • Links all the main campuses together on the network
  • Provides network connectivity to labs and offices so that students and staff can access Institute computing services
  • Connects USP with the Internet

Customer role
Contact the Service Desk to report problems with network or internet connectivity in labs or your office.

Please have the following information available (as appropriate):

  • Your name and contact information (phone, office/lab location or e-mail)
  • Location of the network outage or problem

How to access this service

Existing network ports and wireless access points:
The network may be accessed through any of several thousand network ports or the wireless network installed throughout the USP campuses.

New cabling requests and network ports:
Requests for new cabling should be submitted directly via the service desk

Server Support

Server Support

Management of USP's Windows and Linux based servers for all USP campuses.

Activities include:

  • Determine whether requests for new servers are best provisioned using our virtual environment or if the request warrants physical, dedicated hardware
  • Maintain and manage virtual server environment
  • Maintain and manage Blade Centre environment
  • Installing new servers (Microsoft, Linux, VMWARE)
  • Installing and maintaining racks, hardware and firmware associated with the above listed servers
  • Performing server operating system maintenance/upgrades
  • Designing and maintaining directory services (Directory Services, Microsoft Active Directory)
  • Designing and maintaining authentication and access control services to these servers
  • Installing and maintaining server management software
  • Monitoring server performance
  • Troubleshooting server problems and failures
  • Installing and maintaining server-side software for add-on products such as: (Papercut, TRIM, Secure Login, etc.)
  • Installing and maintaining Spam Assassin
  • Installing and maintaining server-side printer support systems
  • Planning for future capacity requirements and upgrades, including the gathering of trend stats for growth analysis and look ahead to determine possible hardware upgrades (cpu, memory, disk, network)
  • Server backups
  • Server security
  • Researching hardware and technological developments for servers
  • Disaster planning and recovery for Institute servers
  • Consulting and assistance with purchases of new servers

Service characteristics

  • Ongoing service that is renegotiated annually.

Service Available:

  • 24 X 7

Support Hours:

  • M F: 0800 2200 *

Note: Extended support hours are in effect 24 x 7 via automated notification tools for mission critical servers

Scheduled Maintenance times:

  • Every Saturday, 1800 2400
  • Starting on the Friday before the scheduled Maintenance window, notices regarding downtimes will be posted through IT Notices

Service is available to the customers of servers managed by IT Services as follows:

Level of Service Full Server Support

  • IT Services is responsible for full support of the server including: connectivity to the USP network, installation, licensing, patches and upgrades of the operating system and all applications, server performance monitoring and regularly scheduled backups.

Service level objective

  • Our target is to provide server availability as described below:

Full Server Support:

  • Hardware, network, and application(s) availability (Linux, Windows) 99%*

Note Calculation of availability excludes the scheduled maintenance window.

Customers of this service

Students:

  • All students with current network IDs have access to the academic server clusters.

Staff:

  • All Teaching staff with current network IDs have access to the academic server clusters. (Level 1 service)
  • Administrative and Teaching staff have access to the administrative server clusters, and to Windows and Unix servers to access enterprise applications. (Level 1 service)

Tenants and other non-USP groups (e.g., Student Association and Unions):

  • Server access will be provided, with appropriate USP authorization

Not included:

  • Servers owned and fully supported by groups outside of IT Services. (Servers will be covered under a separate Service Level Agreement.)

Business process enabled by this service

  • This service provides access to the various academic, administrative and enterprise servers that facilitate teaching and business activities.

Customer role

  • Contact the Service Desk to report problems with server connectivity in labs or your office.
  • Please have the following information available (as appropriate):
    • Your student or employee number
    • Your name and contact information (phone, office/lab location or e-mail)
    • Name of the server or application you are trying to access

All students and staff may report server connectivity problems through the Service Desk.

How to Access this service

  • All USP students and staff have access to the appropriate servers through their computer IDs. Instructors and Students access Academic servers through the USP computer labs and staff access Administrative servers through their office computers.
  • Departments that require support for Partial or Limited Server support should contact the Service Desk to initiate a request for this service.

Central Data Storage, File Backups and Restores

Central Data Storage, File Backups and Restores

Management of USP's network storage systems

Activities include:

  • Installing and maintaining Storage Area Network (SAN) and other Enterprise data storage
  • Planning and allocation of data in the SAN and other Enterprise data storage
  • Installing and maintaining physical connections from the servers to the SAN and other Enterprise data storage
  • Physical maintenance of the tape library
  • Performing scheduled data backups for Linux and Windows servers
  • Performing emergency user file recovery for Linux and Windows servers
  • Monitoring the SAN and associated fiber switches for traffic, events and failures
  • Troubleshooting problems and failures
  • Planning for future capacity requirements and upgrades
  • Disaster recovery planning

Service characteristics

  • Ongoing service that is renegotiated annually.

Operating Hours:

Storage Area Network (SAN):

  • 24 X 7

Data backup frequency (subject to scheduling changes):

  • Windows servers - Daily
  • Linux servers - Daily

File recovery:

  • M F: 0800 1700

Scheduled Maintenance times:

  • Every Saturday, 1800 2400

Starting on the Friday before the scheduled Maintenance window, notices regarding downtimes will be posted the ITS website and announced on ITS Notices.

Service is available to the customers of the Windows and Linux servers managed by IT Services.

Service level objective

Service level targets:

Data Backups:

  • Windows servers
  • Active files last 4 versions
  • Deleted files last 2 versions for 150 days

Linux servers

  • Active files last 4 versions
  • Deleted files last 2 versions for 120 days

File Recovery Turnaround:

  • Low medium complexity 2 working days
  • High complexity 3 working days

Business process enabled by this service

  • This service ensures the ability to store and recover Institute data used for teaching and business purposes.

Customer role

  • Contact the Service Desk to request file restores.

Please have the following information available (as appropriate):

  • Your name and contact information (phone, office/lab location or e-mail)
  • The full directory and file names of the data that you need restored

Note: IT Services staff will work with clients who do not have this information available, however, this may create delays in the time it takes to fulfill file restore requests.

How to access this service

  • All staff may request file restores through the Service Desk. Data restores for enterprise applications are handled by "owner" departments and IT Services.





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