Windows Server Support - Service Description

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Windows Server Support

Service Description   2010/2011

(02-2014 - minor revisions to reflect transition of service to ETS and use of NHDC for hosting - K. Grier)

This document describes the set of services provided in the administration of a server system for a specific department or group of departments.  An addendum will be added to this document that describes specific services associated this server system.

Under general supervision the WSS team will administer and support the department’s server operating system, associated hardware, software, and system users.  Responsibilities will include the following specific tasks and duties.  The WSS team directly responsible for this service will be:

Name: Alex Han Name: Roger Padilla
Telephone: X8601 Telephone: X4863
Email: Alex.Han@ucsb.edu Email: Roger.Padilla@ucsb.edu
Cell Phone: 451-5399 Cell Phone: 450-4626
 
Name: Glen Nason Name: Bill Duncan
Telephone: X7968 Telephone: X7956
Email: Glen.Nason@ucsb.edu Email: Bill.Duncan@ucsb.edu
Cell Phone: 729-1005 Cell Phone: 698-3871
 
Name: Mehrshad Moghimi  
Telephone: X5237  
Email: Mehrshad.Moghimi@ucsb.edu  
Cell Phone: 448-2623  

Hardware & System Software

Hardware Support

WSS will work directly with the hardware maintenance organization(s) responsible for all attached equipment that is either under warranty or a specific hardware service agreement.  WSS will provide all preliminary diagnostics and documentation as required by the respective original equipment manufacturers, be present on site on an “as needed” basis by such vendors, swap in/out modules and/or new devices, assist department with all contractual negotiations for said services and review and recommend options available for system maintenance.

The equipment covered under this service description is identified in a separate attachment to this document after review and mutual agreement between the WSS and the department.  Any additions or changes to the equipment on this list must also be through mutual agreement and should result in discussions regarding the support required.  WSS will advise the department regarding system equipment and peripheral devices.

Operating System Software

WSS will be responsible for the installation and ongoing maintenance of the operating system at the version and release level agreed to by both parties.  WSS will assist the department with the acquisition of such software or upgrades related to this software.  All software support materials, contact names, Email identifiers, procedures, etc. provided by the vendor should be provided to WSS.  If the vendor provides for both administrative and technical contacts as separate entities, then WSS should be registered as the technical contact of record.  Any vendor-initiated changes to the support process should be forwarded to the WSS.  The software will be installed according to the vendor(s) specifications and configured as requested by the department’s Primary Contact.

WSS will provide all preliminary diagnostics and documentation as required by the respective software vendor(s) support contracts, will track the status of such outstanding problems as may exist, will install any vendor suggested fixes or workarounds and will report on all logged items to the customer.

WSS will create or acquire programs necessary to administer or maintain the system computing environment insofar as these programs require no licensing or fees.  The departments must purchase programs that do not meet these conditions.

System Procedures

Hours of Operation

Prime Time: 8:00 AM- 5:00 PM, Monday - Friday excluding UCSB Administrative holidays.

Non-Prime Time: 5:00  PM - 8:00 AM, Monday - Friday, all day Saturday, Sunday and all UCSB Administrative holidays.

Restoration of Service

If a disruption of service occurs during prime time a maximum effort will be made to restore service.

If a disruption of service occurs during non-prime  time contact will be made with WSS and a reasonable effort will be made to restore service.

Corrective Maintenance and System Development

WSS will reserve a “maintenance window” Sunday evenings, 8 PM – 10 PM to make necessary system changes.  During this period the server system may be unavailable.

Corrective procedures necessary for proper system performance and function will be coordinated and scheduled with the department’s Primary Contact.

The server may, rarely, need to be unavailable to customers and immediate corrective maintenance applied.  In these, unusual, cases the Primary Contact will be notified immediately.

New software or equipment changes, which add new or enhanced functions or features, will be coordinated and scheduled with the Primary Contact.

Data Management

WSS will configure and maintain the programs needed by WSS or Operations staff in order to carry out the following duties.

Backups

WSS is responsible for coordinating system backups conducted daily, weekly, and monthly.

All closed files residing on the file server at the time of a system backup and appropriate for that backup will be copied to the backup tape (or set of tapes).  A differential backup will backup all files created since the last full backup.  A full backup will backup all files.

System backups are conducted Monday through Friday.  The backups Monday through Thursday are “differential”.  The backup each Friday is a full system backup.

Backup tapes are generally stored in our SAASB 4101 facility.  Our tape archives include the tape from the previous Friday’s backup and from the last Friday of each month.

Following each system backup the system manager will review the system logs constructed during the backups for assurance that the backups worked as planned and can be used for system recovery.  Periodically, files will be restored from the backup tapes as a test of these procedures.

Backup Storage

Daily backups will be saved for 1 week, weekly backups for 8 weeks. System backup tapes, to be used for disaster recovery, will be kept in a location different from the server system.

Data Recovery and File restorations

In the event of a disk failure WSS will be responsible for restoration of files to the last backup level.  Restoration should occur no later than 1 working day after obtaining the necessary replacement disk.

In the event of a loss of an individual’s files (one or more), a request from the Primary Contact or their designee can be made to WSS for the restoration of these files.  Restoration should occur no later than 2 working days from the time the request is made.

Services

Specific Programs Executing on the Server System

WSS will create or acquire programs necessary to support computing needs of system users or WSS staff to include anti-virus software.

File sharing

The server system will provide a repository for files owned by individuals in the department.

Print spooling

The server system may serve as a print “spool” for print files that will be routed to departmental printers connected to the department’s LAN with the TCP/IP transport and lpr/lpd protocol using plain text or HP PCL printer command language.  Requests for support for any other transports, protocols and printer command languages must be discussed and agreed to by both parties.

User documentation & support

WSS will consult with and advise the department’s Primary Contact in locating documentation and consulting support required by the department’s users.

The Primary Contact will be responsible for providing the initial consultation and support for users of the server system.  WSS will provide support and consultation for the Primary Contact should this be necessary and appropriate.

Trouble reporting

Customers experiencing a loss of service should report this to the Primary Contact or their designee.  If the Primary Contact believes the problem resides in the server service they should contact WSS.  WSS will ask the Primary Contact to provide as much documentation of the problem as possible so that WSS can attempt to replicate the reported incident.

Server Accounts

Individual accounts will be provided and administered by WSS.  The department’s Primary Contact should send requests for new accounts, for closing old accounts or for changing accounts to WSS.

Workstation configuration

Configuration of departmental workstations, operating systems, communications protocols and network connections will be the responsibility of the department’s workstation support staff.  WSS will provide technical information and details necessary for connecting to the server system.

Workstations running Windows 2000 or newer versions are suitable for accessing a Windows server system.  Support for Macintosh systems may require the execution of specific server based software.  The details and disclosures of such service must be discussed and, if chosen, separately specified in the "software supported" attachment.

Security, Environment and Care

WSS utilizes the UCSB Campus North Hall Data Center for hosting services. NHDC provides the necessary space, as stipulated by OEM requirements, for the equipment covered under this agreement.  This space will meet, or generally exceed, all requirements as to quantity, cleanliness, temperature and humidity.  All necessary power will be of the so-called Uninterruptible Power Supply (UPS) type sufficient to carry the equipment through an orderly shutdown should such be required.