DRAFT
UMTV Backbone STANDARD Service Level Agreement (SLA)University of Michigan Information Technology November 3, 1997
This Service Level Agreement (SLA) is between ITCom and its Customers. Under this SLA, ITCom agrees to provide, at the rates and for the duration specified, access to a UM cable TV plant and attachments between UMTV and video networks external to the University of Michigan. This service is available to departments and units at the Ann Arbor campus who already have access to UMTV. See the UMTV web page to acquire this service.
This SLA also covers performance, reliability and other topics pertinent to UMTV; in particular, it lists key responsibilities of IT Communications and its Customers.
The purpose of this SLA is to establish a cooperative partnership between the Customer and ITCom by clarifying roles, setting rates and expectations, and providing mechanisms for resolving problems.
Service charges are detailed in Appendix A. These will be reviewed annually. Any revisions will be made by ITCom in consultation with the UM Communicatiouns Advisory Committee prior to SLA renewal. The billing for these rates will appear on the monthly service unit billing statement.
Charges will begin as soon as the installation is complete.
This SLA is for one (1) year, starting July 1st to June 30th of the next calendar year. At the end of this term, it may be renewed on an annual basis by agreement of both the Customer and ITCom. If ITCom finds it necessary to alter this service level agreement it will notify Customers five (5) months prior to the date the change take effect.
In the rare case that a department has needs not covered in this SLA, a custom SLA can be negotiated between the IT Communications Services and the customer. The customer SLA will need to be signed by both parties 90 days before it is put into effect.
5.0 IT Communications Services Responsibilities
IT Communications Services shall:
Customers shall:
7.1 Video Backbone Technical Performance
ITCom will ensure that the Video Backbone Infrastructure operates within industry standards. ITCom will make upgrades to the infrastructure to retain this capability.ITCom will make baseline RF measurements at least two times per year and more frequently when appropriate.
If a customer's equiment compromises the performance of ITCom's Video Backbone infrastructure, ITCom will take appropriate action to restore performance (if possible) or take other action, up to and including disconnecting service to the network (or a piece of the network), if necessary, to maintain the Infrastructure.
In rare cases, a departmental channel may be turned off due to a violation of University of Michigan's Proper Use Policy. When feasible, such action will occur through mutual agreement between the Customer and ITCom. However, the deactivation of the channel may occur without giving advance notification to the Channel Administrator.
7.2 Video Backbone Maintenance Performance
Except as covered below, ITCom will ensure availability of the Video Backbone 7:30AM to 10:00PM, University business days.
In general, availability will only be changed by negotiation between the Customer and ITCom. In the rare circumstance that ITCom must alter system availability, we will notify the Customer as soon as possible.
Video network maintenance, when required, will occur in the morning between 5:00 AM and 7:30 AM.
If a customer experiences a problem with their video backbone attachment, contact IT Communications Services, via a telephone call to 936-3282.
For Customers who are only receiving UMTV:
During normal business hours (i.e., 7:30 AM to 4:30 PM Monday through Friday, excluding
holidays), the Repair Desk will work with the customer to determine where the problem
lies. If the problem appears to be with ITCom equipment, the Repair Desk will notify the
on-call technician, and the technician will respond within 15 minutes. During non-business
hours (i.e., 4:30 PM to 7:30 AM Monday through Friday, weekends and holidays), repair
service is not available.
For Customers who are transmitting on UMTV:
During normal and extended business hours (i.e., 7:30 AM to 10:00 PM Monday through
Friday, excluding holidays), the Repair Desk will work with the customer to determine
where the problem lies. If the problem appears to be with ITCom equipment, the Repair Desk
will notify the on-call technician, and the technician will respond within 15 minutes. All
other hours (i.e., 10:00 PM to 7:30 AM Monday through Friday, weekends and holidays),
repair service is not available.
If on-site support is required during supported hours (see above), ITCom will have a technician on-site within four hours of notification from the Repair Desk.
Unscheduled downtime for any segment of the Video Backbone due to "typical problems" (e.g., misconfiguration and hardware failures) is targeted not to exceed 1% of scheduled availability during a one year period. Atypical problems and emergencies (e.g., vandalism or fire) will be handled to the best of ITCom's ability.
To help determine the existence and scope of a possible problem, the Channel Administrator may call 936-3282, or send email to umtv@umich.edu.
Similarly, ITCom will contact the Channel Administrator by email, phone or pager to address any infrastructure problem being caused by the Customer's channel.
When performance measures do not meet the standards specified in this SLA, the Customer and ITCom will jointly work to:
If resolution is not achieved within eight (8) business hours, the Customer and/or ITCom will escalate the problem to the appropriate Customer Relations Manager (CRM).
If a resolution is not achieved within sixteen (16) business hours, then the signer of the Service Order and the Director of ITCom Operations Management will be notified.
Software and hardware upgrades are at the discretion of ITCom and cover the Video Backbone and associated hardware. These upgrades will be made with minimal disruption of service (See Section 7).
ITCom will take appropriate steps to provide physically secure access to the headend and connecting cables. Modulators are placed in secure locations.
At this time there is no scrambled channel offering.
ITCom warrants that all reasonable measures within its resources shall be taken to ensure the performance, availability, and integrity of the Video Backbone as covered in this agreement. ITCom assumes responsibility for the hardware and software that it provides to execute this SLA, as well as for the actions of ITCom staff. ITCom's liability for damages is limited to hardware replacement or repair, software fixes, and corrections to staff errors.
The Customers agrees not to operate their video equipment in a manner that compromises the Video Backbone or violates applicable policies. The Customer also assumes responsibility for any misuse of their equipment by users and will remedy any such situations.
APPENDIX A
UMTV Rate Sheet
Updated November 3, 1997UMTV Monthly Charges
Monthly rate per channel to transmit $260.00 Monthly rate for students in dorms to receive $2.00 Monthly rate for staff/faculty to receive $5.00
The fee for students to receive UMTV is included in the dorm charge.
One-Time Cable Drop Installation/Activation Charge
Transmit/receive drop dual cable installation $800.00 Transmit/receive drop dual cable activation $600.00
The activation-only rate applies to customers who have installed their own cable and faceplates according to ITD Operations Management standards.
The non-recurring cost billed to a departmental project is the UMTV coax drop cable installation and activation cost. As always, the cost of conduit, cable ladder and other building improvements are billed separately, based on time and materials.One-Time Modulator Charge for Channel Users
Modulator plus installation $2500.00
The non-recurring cost billed to a departmental project is the UMTV transmit channel modulator equipment cost and equipment activation. At least one modulator is required for each UMTV channel operated by a department, college or unit. Calibration and repair of the modulator is covered under the $260.00 monthly transmit fee.
Video CODEC Hourly Rate for Channel Users
Standard connections (384Kbps) $75.00/hour Standard connections (512Kbps) $100.00/hour Standard connections (768Kbps) $150.00/hour Standard connections (1.544Mbps) $300.00/hour
The rate billed to a departmental project is for each hour of service provided which is prorated based on the total time used. Any associated long distance telephone charges will be in addition to this rate and will be billed two months after service is provided.
Hourly Consulting Rate: $75.00 How to Start a Service Order
Contact the analyst for your specific academic unit, VP area or department. To find out who the Project Manager is for your division, call (313) 763-2000.
APPENDIX B Video Backbone Connections