Datacenter Server Housing SLA

version 1.0 09.2022

Overview

This service level agreement defines infrastructure and services provided by ETS for housing Server Hardware within the Engineering Datacenter on behalf of our Partners during the Service Term. Services not covered by this agreement fall outside the scope of support. Partners may adjust these responsibilities through a separate Memorandum of Understanding (MOU).

Definitions

  • ETS: Engineering Technical Services, or service provider
  • Datacenter Manager: Designee within ETS with stewardship over datacenter environment
  • Partner: Department, school, or business unit receiving services
  • Computer System: Computer hardware housed in Datacenter and its associated software
  • Datacenter: Climate-controlled, hardware housing space located in Goldwater Center (GWC-167)
  • Service Term: One fiscal year, spanning July 1 to June 30
  • MOU: Memorandum of Understanding; a separate document that defines unique circumstances not covered in this SLA

Amendment Process

Amendments to this agreement require a separate MOU, with director approval from ETS and Partner.

Termination Process

Either party may terminate this agreement by providing written notification to the other party ninety (90) days in advance of termination.

ETS Provides

Infrastructure Support

Datacenter

  • Tier-1 facility
  • Secured entry, restricted access via ASU ISAAC Card Access System
  • Managed power system with uninterruptable power supply (UPS)
  • Dedicated cooling system
  • Managed climate control
  • Fire suppression system
  • Raised floor

Server Space

  • Standard server rack, 1U or more (depending on unique requirements)
  • Network connectivity, 1Gb to campus network / Internet
  • Power distribution equipment, 110v/220v

Datacenter Services

Ongoing Support

  • Infrastructure systems monitoring
  • Escalate problems with cooling, electrical, or network systems
  • Notifications to points of contact when datacenter issues impact Computer System
  • Provide cybersecurity in partnership with Information Security Office

Consultation

  • Remediation of cybersecurity issues in conjunction with local IT team(s)
  • Personal consult and recommendation(s) prior to purchasing or acquiring equipment
  • Determination of correct location and placement of equipment based on availability

Partner Expectations

  • Notify ETS with intentions to utilize Datacenter prior to purchasing Computer System(s)
  • Discuss implementation plans with ETS Datacenter Manager prior to installation
  • Manage, Maintain, and Configure Computer System(s) housed in Datacenter
  • Report incidents, requests, and service disruptions directly to ETS through ServiceNow
  • Adhere to ASU Computing Acceptable Use Policy
  • Adhere to ASU Computer, Internet, and Electronic Communications Information Management Policy
  • Ensure Computer System meets configuration baseline
  • Remove Computer System that does not meet configuration baseline
  • Provide brand name, model number, and specifications of Computer System
  • Identify points of contact for general inquiry or emergency notifications
  • Identify 2 persons (max) who are authorized for on-site access to Datacenter
  • Update contact information for individuals as personnel changes occur
  • Maintain Computer System throughout lifecycle (purchase, acquire, install, and dispose)
  • Document disaster recovery plans for Computer System
  • Respond to ETS in a timely manner after initializing a service-related incident or request
  • Provide performance and process feedback in a timely manner
  • Document special requirements or service level amendments through a separate MOU

Computer System Requirements

  • Physically accessible
  • Rack-mounted, datacenter optimized
  • Standard power consumption and network connectivity
  • New or recently purchased hardware
  • Pre-approved for use by ETS Datacenter Manager, and FSE cybersecurity specialist

Risk Management

ETS reserves the right to remove Computer Systems that are out-of-compliance or pose an otherwise unnecessary risk to the safety, stability, or cybersecurity requirements of ETS, FSE, or ASU.

Service Availability

Electrical Power

110v or 220v, 60hz standard US power grid

24×7

UPS

Uninterruptable Power Supply (backup power)

30 minutes

Climate Control

Air-cooled building space

24×7

Network

Connection to LAN, Internet

24×7

Physical Access

Direct access to Datacenter

24×7

Personnel

Datacenter Manager or another designee

M-F, 8-5PM

Contact ETS

  • Reports: Create a ticket in ServiceNow (Please choose “FSE Customer Datacenter” in the “Server/Service Request type:”

  • Inquiries: Datacenter Manager, Scott Abbe

  • Business Hours: Weekdays 8AM to 5PM, except during ASU holidays and academic break periods

  • After Hours Support: ServiceNow ticket or call ASU Help Center at 480-965-6500 for best effort support

All incidents and requests should be reported using the ETS contact information. Upon receipt, ETS will determine request severity and communicate this to the Partner. ETS will provide updates to Partner until the incident is resolved.