Software Technicians (ST):

Service Level Agreement (SLA)

1.0 : Purpose of Agreement

1.1 : Parties to Agreement --

Parties to this agreement include the UAF Division of Computing & Communications (DCC), hereinafter known as the Provider, and UAF Microsoft Licensing Agreement (MLA) Software Technicians, hereinafter known as the Client. Indirectly involved in this agreement is the UAA Office of Information Technology, hereinafter known as the Supplier of MLA software. (It is noted that some members of the Client group may also function as Distributed Technicians and Distributed Administrators for their respective units. These groups are specifically addressed in other agreements.)

1.2 : Objectives and Goals to be Achieved --

A primary objective of this service level agreement is to provide the Client with timely access to the MLA software as provided to the Provider from the Supplier; and to facilitate compliance on the part of the Client with MLA software registration requirements as negotiated with Microsoft by the Supplier.

A related objective of this service level agreement is to maintain a direct contact system for the Client to reach the Provider with computer job tickets, as well as the Tech-L listserve to expedite attention to questions and problems and facilitate communication between parties about relative computing matters (i.e., questions about MLA software or problems loading MLA software beyond the technical capabilities of the Client).

A secondary objective of this service level agreement is to provide a schedule of training pertinent to the skill areas for which the Client provides services to the university community.

2.0 : Definition of Terms

2.1 : UAF DCC User Services & Networking --

The Division of Computing and Communications User Services & Networking is the department within DCC that oversees the distribution and registration tracking of the MLA software, and interfaces directly with the Client.

2.2 : MLA Software Technicians --

The MLA Software Technicians are the group of UAF faculty, staff, and student employees, whose role is to manage the installation of the MLA software onto departmental computer systems and those personal computers of faculty and staff (not students) utilized for University business outside of the office (as set forth in the MLA negotiated by the Supplier). The responsibilities of the MLA Software Technicians are to be distinguished from the Distributed Administrators and Distributed Technicians, whose responsibilities are recognized under a separate service level agreement titled the Distributed Administrators Service Level Agreeement..

2.3 : Point of Contact (POC) --

Both parties shall have a main POC designated to serve as a single point of communication regarding MLA software distribution and registration. The POC shall be responsible for disseminating necessary information to other members of their organization. POCs are as follows:

Client POC:

The MLA Software Technicians shall be represented by voluntary committee members from the Distributed Administrators and Distributed Technicians who meet with the Provider for discussion of Service Level Agreement issues.

Provider POC:

The DCC User Services & Networking staff named below shall serve as the primary contact to the Client for the Provider in day-to-day matters, including MLA software needs, and job tickets relating to software installation issues. They shall be accessible through the phone number listed below, and via email: techticket@uaf.edu .

The Manager of DCC User Services shall serve as the primary contact to the Supplier and to internal DCC departments for receiving MLA software, as well as pertinent updates to the contract agreement and related compliance procedures. DCC User Services staff shall be responsible for the distribution of the MLA software.

• Joshua Steadman, DCC User Services & Networking
  Provider POC
  Phone: 474-4002
  
• Tim Larrabee, DCC User Services Manager
  Supplier POC for DCC
  Phone: 474-6655
  
• Richard Machida. DCC Associate Director
  Phone: 474-7102

Supplier POC:

• Diane Byrne, UAA ITS Service Center Manager
  Phone: 786-4755
  

3.0 : Service Provided and Products Supported

3.1 : Provider Responsibilities --

3.1.1 Licensed Software Acquisition, Distribution, and Registration �

The Provider shall communicate and cooperate with the Supplier, and shall be responsible for receiving updated MLA software from the Supplier; and for reproducing and distributing MLA software to the Client for installation and registration by the Client. The Supplier shall provide updated information regarding the most current contract and compliance agreements to the Provider POC.

The Provider shall design, maintain and manage the MLA software registration database for use by the Client. The interface shall provide both the Provider and Client with viewable data on the history and current installation of the MLA software. This database shall serve as an agreed upon auditable record of compliance by the Provider to the Supplier. Installation records may also be kept on a spreadsheet with the required fields of information listed below in 3.1.2.1, particularly to facilitate logging mass installations onto lab machines.

3.1.2 Software Registration Requirements �

3.1.2.1: Microsoft Agreement

Registration requirements are critical in the continuation of the site license for the Microsoft agreement. It is important that Software Technicians (or anyone) installing or using these Microsoft products under this licensing agreement adhere to the requirements specified in the agreement at http://www.microsoft.com/education/?ID=CampusAgreement

Registration of MLA software installations may be accomplished by the following means:

• Register at the online database: http://uaf-db.uaf.edu/dcc/public
• Record registration information on a spreadsheet with the following fields and furnish it to the Provider POC:
  1. recipient_name
  2. position_title
  3. phone
  4. email
  5. software_name_and_version
  6. install_date
  7. UA_property_tag
  8. computer_serial_number
  9. room_and_building

3.1.2.2: Installation on Personal (Non UA) Computers �

Installation on non UA computers may occur and is in compliance with licensing if the following are met:

� The software is used only for staff or faculty for work related purposes. Students may not install or use the software at any time regardless of any type of student employment.
� The �Personal Use� registration form is filled out completely and accurately and submitted to the local Software or Distributed Technician. The Technician will then send the form to DCC. Rural sites should keep the forms on file, and register the information at the online database.
� In the case of checking out this software from the library, the reserve desk will be responsible for forwarding the forms on to DCC.
Forms may be downloaded from:
http://www.uaf.edu/DCC/distributed_tech/index.html

3.1.2.3: Replacement Of Lost Software �

Lost or missing software will be replaced upon submission of a written request (email is sufficient). A general form memo is furnished to Software Technicians and available upon request.

3.1.3 Job Tickets and General Technical Support of the Client �

The Client shall have direct access to the Provider POC for the purpose of having requests for assistance entered into the DCC problem tracking system. The Client should note that after a request has been entered by the Provider POC, normal DCC processing and dispatch times may still apply.

3.1.4 Training and Support of the Client �

The Provider shall provide regular training to the Client upon their request pertinent to the Client�s functions which support the Provider. The Provider shall organize and host regular meetings with the Client to promote communication and cooperation.

3.2 : Client Responsibilities �

3.2.1 Tracking of Installation of Licensed Software �

The Provider shall handle registration tracking of all licenses. In order for accurate record keeping, the Client must adhere to the registration requirements laid out Section 3.1.2 of this agreement. The information shall be used to update records and help ensure proper compliance with the MLA.

Failure to register MLA software by a Client shall disqualify that Client member from the Client group. Reporting information regarding license tracking can be found in the reporting section of this document (Section 6.0).

3.2.2 Client Training and Skill Set �

Client shall participate and agree to the development and establishment of minimum standards of knowledge and functions, which may be required for membership to the Client group.

MLA Software Techs should:
� Know basic software installation procedures
� Know and understand basic hardware troubleshooting
� Be willing to communicate information to others in their departments or units
� Attend scheduled Distributed Tech luncheon meetings, especially when new software is distributed.

3.2.3 Software Tech / Distributed Tech Listserv (Tech-L@www.uaf.edu) �

Only member Clients will have posting privileges to the Tech-L Listserve, although others may be allowed to have read-only access to the listserve information sharing.

E-mail one of the Tech-L listserve administrators to be added to or removed from
Tech-L; or, follow Unsubscribe procedures within the Listserve. E-mail: fxjbh@uaf.edu, fxcfb@uaf.edu.

3.2.4 MLA Software Tech Replacement �

When a change needs to be made within a department or unit to identify a new MLA SoftwareTechnician, it is the responsibility of the Dean or Director of that department to inform DCC of those changes. A new SLA must also be signed for any new MLA SoftwareTechnician. It is also the responsibility of the Dean or Director of that department to notify DCC of subtractions from their current MLA Software Technician personnel.

4.1 : Contact Phone Numbers �

• Provider POC 474-4002 (manned 8:00 AM to 5:00 PM, Monday through Friday, by User Services technicians)
• UAF Help Desk 474-6564

4.2 : Business Hours --

• Client may expect to reach the Provider POC between normal University business hours, Monday � Friday from 8:00 AM � 5:00 PM. Any Client reaching voicemail is encouraged to leave a detailed message to which the Provider POC can respond to as soon as possible. (Details needed include name, user name, department, phone number and concise nature of problem.)
• The Provider POC will not be available outside of established hours and any emergencies or requests for assistance should be directed towards the UAF Help Desk at the number listed in section 4.1.

5.1 : Software Registration and Record Keeping --

5.1.1 : Clients must conform to the Provider's level of logging and record keeping when dealing with Tasks that impact Provider services.

5.1.2 : Calls from the Clients regarding problems should be directed to the x4002 phone line listed on section 4.1 of this document. They answering technicians will be responsible for logging, processing, and record keeping within the problem management software used by the DC&C Service Center. Each unique problem will be assigned a problem ticket number which will be relayed to the Client.

• 5.1.2.1 : Clients should be as descriptive as possible when reporting errors, problems, or requests for upgrades. Callers should expect to receive a problem ticket number and should ask for one if one is not given at the time of call logging.

5.2: Escalation Policies --

In the event that a Task needs to be escalated above the Help Desk Coordinator, the caller will contact the User Services Manager for final authority on problem resolution.

5.3: Task Closure Requirements -

5.3.1 : Calls/Problems will be considered closed when the work needed has been completed and both parties are satisfied with the outcome. Note that not all problems or requests can be fixed, but they will always have an outcome (i.e., a piece software will not load on the operating system but both parties agree that another piece of software will work out instead).

Both parties have read and mutually agree to the terms of this service level agreement. Any changes, modifications or addendums to this SLA after the agreement has been signed, must be approved by both parties and attached to the original document. This SLA is effective between July 1, 2004 and June 30, 2005.