Service Level Agreement
Internet
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The standard maintenance window occurs once per month and begins at 6:00 pm on Saturday and extends until
6:00 am on Sunday (12 hours). The schedule for the current academic year is listed on the Change Management
Calendar at http://cm.service.emory.edu
. Not every service undergoes maintenance every month. Specific service
outage timeframes are listed on the Change Management calendar.
Mission critical services may be designed to remain operational during maintenance periods, although this
arrangement typically incurs additional cost. UTS can provide quotes for this premium service as requested.
At times, a mission critical service or infrastructure component may require an exception to the standard maintenance
schedule. The maintenance agreement for this service is:
Standard UTS monthly maintenance window
Quarterly maintenance
Other:
Service Changes
There may be times when you request new capabilities or other changes that are intended improve the service. All
service changes (except for emergency situations) must be scheduled through the UTS Change Management
process, described in Attachment B. Emergency changes are those required to restore the service to normal
operations, such as dealing with an outage. These are executed as quickly as possible, without the need for a
Change Review Board approval.
Availability Target
As a Tier 0 service, the target availability of Internet is 99.9%.
Service Level Reporting
UTS will gather the information on regular intervals and will consolidate the results into reports that are shared with the
customer on a regular basis. Service Level Reporting is important to provide regular open communications with the
customer, identify areas of improvement, agree upon any corrective plans, and generally review and align the service
with the customer and business requirements. The reporting cycle for this service is as follows:
Monthly Quarterly Annual Other:
Service Performance Review
This document will be reviewed and amended based upon mutual agreement on an annual basis. This review will
include updates to service level targets, effective dates, costs, and other specific items as required. The Business
Relationship Manager is responsible for providing a service performance review with the customer. Refer to
Attachment C for the BRM Assignment Matrix.
Service/Support Requests
The customer may request service or report a non-critical incident by directly entering their request at
http://help.emory.edu
or by calling the UTS Service Desk at 404-727-7777. The customer may also view and check on
the status of their request at this location. Customers should call the Service Desk for any critical incident. The Service
Desk is staffed to respond quickly to customer requests and escalate to the appropriate team to restore to normal
service as quickly as possible.