Information Technology Services (ITS)
 
 
 
 
 
 
 
 
 
 

Service Level Agreements (SLA)

These service level agreements define how service is provided by ITS to our community of faculty, staff and students.

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ITS Wired Network SLA

1 – General Overview

This is a Service Level Agreement (SLA) between the Hudson Valley Community College (HVCC) campus community and the Information Technology Services (ITS) to document:

  • Network Services for the HVCC wired network
  • The general levels of response, availability, and maintenance associated with network services
  • The responsibilities of ITS as a provider of network services
  • The responsibilities of the clients receiving network services
  • Processes for requesting services on existing facilities
  • Deviations from the standard processes documented in the ITS Campus SLA

This Agreement is valid from May 2015. Review is every two years or as otherwise needed.


2 – Service Description

The wired network is comprised of an IP/Ethernet service that uses high bandwidth, copper and fiber optic media to deliver 100 Mbps or 1 Gbps Ethernet to customers across a common 10 Gbps fiber optic infrastructure. The wired network is delivered to the customer over a twisted pair cable to an 8-wire modular wall jack.

The provision and management of network bandwidth is a best effort to provide the customer with Internet services and high-bandwidth real-time services (such as voice, video on demand, or streaming media) that does not lead to resource contention or performance or stability problems.

2.1 – Service Scope

Network Services provide IP connectivity services that include:

  • Support of routed infrastructure and connection to the campus network and external networks such as the Internet
  • Wired network Ethernet connections
  • IP Address Management (includes DHCP)
  • Keeping accurate network connection records

2.2 – Operating Parameters

  • Campus network usage is for HVCC related business, education and research.
  • 100/1000 MB/sec Ethernet can only be connected in areas where the building wire supports it and switch port real estate is available.
  • All hvcc.edu names are owned by the College. The Communications and Marketing Office has final responsibility and authority to block the use of a name that is objectionable.

2.3 – Service Level Performance

Support response times will be tracked and reported as part of the ITS Campus SLA.

2.4 – Assumptions

  • Cable infrastructure upgrades will be treated as projects outside the scope of this document
  • Network services will be provided in adherence to any related ITS Policies and Procedures.
  • Ports that are idle for 12 months may be reclaimed for new users as needed.

3 – Roles and Responsibilities

3.1 ITS Responsibilities

  • Operate a reliable, robust and redundant network infrastructure.
  • Meet response times associated with the priority assigned to incidents and service requests.
  • Post scheduled maintenance on the ITS Maintenance Calendar.

3.2 – Customer Responsibilities

  • Adherence to ITS Policies and Procedures that address the transmission of restricted and sensitive data over the wired and wireless network.
  • Reasonable availability of customer representative(s) when resolving an incident or service request.
  • Contacting the ITS CIO for additions or changes in established service levels.

4 – Requesting Service

See the ITS Campus SLA.


5 – Hours of Coverage, Response Times & Escalation

See the ITS Campus SLA.


6 – Maintenance and Service Changes

See the ITS Campus SLA.


7 – Reviewing and Reporting

7.1 – System Performance and Availability Reporting

Network use statistics are available upon request through the ITS Ticket System. These utilization statistics are collected from the various routers, switches, and repeaters comprising the HVCC network.

7.2 – SLA Reviews

The Designated Review Owner is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements /approvals as required.

Designated Review Owners:

Sarah Garrand, Interim CIO
Rick Bowman, Senior Network Specialist
Previous Review Date: May 2015
Next Review Date: May 2017

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