Service Level Agreement
Information Technology Services
The University of Texas at Austin
Effective Date: 7/1/2008
Last Edited 09/26/2008
Score
Overview
Austin Windows Terminal Services (AWTS) provides a centralized Microsoft Windows desktop, allowing a user to access the same desktop environment from multiple locations using a variety of clients. Because licensed software, preferences files, and personal files are kept on a central server, users can access the same desktop remotely. In addition, this service provides access to specific licensed software that might otherwise be cost-prohibitive to obtain and use on an individual desktop computer.
Review Process
This document defines the practices that Information Technology Services (ITS) will use for the Austin Window Terminal Services service. The details of this document may be reviewed and amended as required, or at least annually, to accurately reflect business and service needs.
Time Conventions
Unless otherwise indicated, business hours are from 8 AM to 5 PM, Monday through Friday, excluding holidays and reduced schedule days.
Scope
The following user communities at the university are the intended recipients for the Austin Window Terminal Services service: students, faculty and staff.
Service Criticality
This service has been identified as Important, based on the ITS Critical Services Assessment Criteria. Please refer to the Critical Services Assessment Criteria for more information on the assessment methodology.
Service Description
AWTS features include:
- Professional Maintenance - ITS monitors and maintains AWTS through the application of operating system and security updates, as well as patching and upgrading installed applications.
- Licensed Software - Users can access software that is not installed on their personal machines. The number of concurrent users for a particular application is limited by the associated license terms. Microsoft Office, Microsoft Visual Studio, and many statistical and mathematical applications are available. ITS accepts requests for installation of new software on AWTS and will evaluate these additions based on a number of criteria including licensing, vendor support of Microsoft Terminal Services, ITS support requirements, and expected usage. Due to these considerations, not all software is suitable for installation.
- Central Data Storage - Files can be easily stored on the Austin Disk servers and are backed up regularly, safeguarding user data. These files are available almost anywhere with campus network or Internet access.
- Common Desktop Experience - Desktop and documents always appear the same, regardless of location, because each user sets preferences that define their desktop environment on the central server.
Supported Computing Environment
The service and support levels documented in this SLA assume certain minimum configurations in the user desktop environment. The list below does not enumerate all possible operating systems or applications that can access the service, only those that have been tested and shown to provide complete, or near-complete, functionality. The minimum recommended operating system and client software requirements are:
Windows XP, Windows 2003
- Microsoft Remote Desktop Connection Client (pre-installed)
- OS X (10.3+)
- Microsoft Remote Desktop Connection Client (download)
- rdesktop (download)
- Linux (Kernel 2.4+)
- rdesktop (download)
Technical Support
Technical support, problem report/resolution, and requests for changes to a service (including requesting the installation of software) for AWTS will be provided through one of two paths, depending upon whether a user has a departmental Technical Support Contact (TSC).
End users always start with Tier 1, which is basic support. Tier 2 is the second support level and is reserved for more complex issues. Departmental desktop support staff and the ITS Help Desk may escalate issues to Tier 2.
Tier 1 Support
For users with a departmental TSC, Tier 1 support for end-user problems is provided by the TSC. This is the preferred approach and will aid in resolving the issue in the most efficient manner.
In cases where a TSC is not available, the ITS Help Desk provides Tier 1 support for end-user during business hours at:
- http://www.utexas.edu/its/help
- 512-475-9400
Tier 2 Support
- Departmental TSCs may escalate issues by contacting the ITS Help Desk and requesting Tier 2 support for Austin Windows Terminal Services.
- The ITS Help Desk may escalate issues using the Remedy system.
- Tier 2 support is available during normal business hours.
- Routine requests to Tier 2 support are typically addressed within one business day.
Find additional information and technical support at the following Web site: http://www.utexas.edu/its/wts.
Service Availability
This section provides information about the normal schedule of times when the service is available, the times specified for scheduled maintenance, and defines expectations for reporting service problems and changes.
Normal Service Availability
AWTS is designed to be available for customer use 24-hours per day, seven days per week, 365 days per year (24x7x365), excluding scheduled maintenance times.
Scheduled Maintenance
Scheduled maintenance for the Austin Window Terminal Services service is essential for upgrades and to maintain security, and may occur weekly on Sundays from midnight until 6 AM. Services may not be available during the scheduled maintenance periods.
Software Maintenance
Software Removal from WTS
ITS monitors the security of WTS and all the software installed on the server. In rare circumstances, security problems occur with the installed software packages that are not addressed by the vendor. This may necessitate disabling some or all of the functionality of this software package. ITS will restore the functionality as soon as the security problem can be fixed and the software can be made securely available.
Upgrade of software products
ITS will typically upgrade major WTS software packages (Operating System, Office, and Internet Explorer) as soon as the available production software has become stable. This will typically occur within six months of the release of the software or when the first major software patch kit is released.
Users of the WTS software should expect that the software will be periodically upgraded as vendors release new versions of their products.
Problem Reporting and Change Notification
ITS will notify customers using the ITS Services Status page of service availability and service delivery issues for the Austin Window Terminal Services. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.
| Type | Business Impact | Subscriber Notification | Example |
|---|---|---|---|
| Moderate | Changes or problems that may affect the service and have a potential for broad business impact. | ITS will notify TSCs of changes five working days in advance via e-mail, and will generate an alert on the ITS services status page. | The installation of an operating system or application patch. |
| Major | Changes that may affect the service across multiple departments, with a significant impact to the subscribers' business. | ITS will present the change to TSCs at least ten working days in advance. This presentation will be announced via email to \ it-updates@utlists.utexas.edu. ITS will notify subscribers five working days in advance via e-mail, and will generate an alert on the ITS Services Status page. | New version of Windows, Internet Explorer or Office, service reconfiguration. |
| Critical (After-Hours) | Changes that must be performed in order to correct issues and having some impact on end-users. Impact to business does not warrant immediate correction. | ITS will notify service users as soon as possible after knowing such a change is required via e-mail, and will generate an alert on the ITS services page. | Hung process on server needs to be cleared before the server crashes. |
| Emergency (Immediate) | Changes that must be performed in order to correct issues and having a major impact on end-users. Impact to business requires immediate action. | ITS will notify service users as soon as possible after knowing such a change is required via e-mail, and will generate an alert on the ITS services status page. | Rebooting WTS due to lack of service availability. |
The ITS services status page: http://www.utexas.edu/its/alerts/\
Key Service Indicators
List of Metrics/Measures
| Measurement | Definition | Performance Target |
|---|---|---|
| Overall Availability [1] | The percent of time that the service is available. | 99.0% |
| Customer Satisfaction | The percent of Satisfied or Very Satisfied responses on annual user satisfaction survey. | 90% |
Note:
The Overall Availability is calculated as the hours that the service is available in the reporting period, divided by the total hours in the reporting period. This availability percentage reflects scheduled and unscheduled downtime.
Dependencies
AWTS is dependent upon Austin Active Directory, Austin Disk Service, as well as University Data Center power, network, and related systems. The availability of those systems directly supporting AWTS, such as Austin Disk, Austin Active Directory, and Austin database services will have a direct impact on the availability of this service.
Service Report Card
ITS will publish performance for this service in the public ITS Services Report Card.
Other Party Responsibilities
In addition to the services provided by ITS, subscribers (users) of the service and identified owners/administrators agree to certain important responsibilities. All parties agree to be aware of and adhere to the university's Acceptable Use Policy.
User/Subscriber Responsibilities
- Read the AWTS documentation at http://www.utexas.edu/its/wts.
- Report problems to the departmental TSC or, if no TSC exists, the ITS Help Desk.
- Provide contact information for primary and secondary departmental TSCs as requested by ITS for support purposes.
- Patch desktops as recommended by the vendor. See http://www.utexas.edu/its/iso/ for additional information.
- Use supported client software.
- Be aware of and adhere to the Acceptable Use Policy at http://www.utexas.edu/its/policies/responsible.php .
- Provide critical information to ITS in a timely manner when requested for purposes of resolving subscriber issues.
Departmental IT Support Staff
- Provide ITS with contact information for departmental TSCs through your ITS contact, and notify ITS of changes.
- Designate at least one secondary TSC for each department.
- Be familiar with the online documentation at http://www.utexas.edu/its/wts.
- Provide information to ITS in a timely manner when requested for purposes of resolving subscriber issues.
- Provide Tier 1 support to subscribers in the supported department.
Cost of Service
Windows Terminal Services is available at no cost when you have a Windows Services Account with the Data Storage on austin.utexas.edu ($5/year) option. This includes one GB of storage; additional storage is available for an additional fee.
