| Backup Solutions |
Means optional service available for subscription that provides cross-site backups and cross-campus failover options, which isolate you from potential disasters by securing your backup data within hardened data centers. |
| Business Day |
Means normal working day in the time zone where Indiana Data Center facilities are located (Eastern Time Zone -5GMT and participates in Daylight Savings Time). |
| Customer |
Means the party identified as the purchasing organization to this Agreement with UITS. |
Designated Contacts |
Means Customer named contacts, technical resources and fiscal account resources, which are established, person-specific, e-mail addresses associated with the customer support contract. It is expected that these contacts will be updated upon any personnel or responsibility change by the Customer. |
Intelligent Infrastructure |
Means Virtual Server Hosting Services known as Intelligent Infrastructure (II). Unlike "co-location" or other physical server hosting services, II is a servi where a virtual server is leased and the customer is not required to make an initial investment in buying capital equipment such as servers and storage hardware. |
| Problem Resolution |
Means the use of reasonable commercial efforts to resolve the reported problem. These methods may include (but are not limited to): configuration changes, patches that fix an issue, replacing failed hardware, reinstalling software, etc. |
| Respond |
Means addressing the initial request and taking ownership of the issue. |
| Response Time |
Means the amount of time elapsed between the initial contact by the Customer to UITS and the returned response to the Customer by UITS staff. |
| Service Level Expectation |
Means the Customer Service Level Expectation (SLE) that identifies the features and defines the processes involved with the delivery by UITS of various support functions to Customer, as presented by this documents content. |
| Service Request (SR) |
Means a single issue opened with UITS. The SR number identifies the Service Request. The format for the unique SR number can be as follows: SAV #nnnnnnn. |
| Severity 1 (Urgent) |
Means
- a) an Error with a direct security impact on the service
- b) an Error isolated to the Virtual System production environment that renders the Virtual System inoperative or causes the Virtual System to fail catastrophically; i.e., critical system impact, system down;
- c) a reported defect in the production environment, which cannot be reasonably circumvented, in which there is an emergency condition that significantly restricts the use of the product to perform necessary business functions: or
- d) inability to use the product or critical impact on operation requiring an immediate solution.
|
| Severity 2(High) |
Means
- a)an Error isolated to the Virtual System that substantially degrades the performance of the service or materially restricts business; i.e. major system impact, temporary system hanging.
- b)a reported defect in the Virtual System, which restricts the use of one or more features of the Virtual System to perform necessary business functions but does not completely restrict the use of the Virtual System; or
- c)ability to use the Virtual System, but an important function is not available, and operations are severely impacted.
|
| Severity 3 (Medium) |
Means
- a) an Error isolated to the Virtual System that causes only a moderate impact on the use of the service: i.e., moderate system impact, performance/operational impact;
- b) a reported defect in the Virtual System that restricts the use of one or more features of the Virtual System to perform necessary business functions, while the defect can be easily circumvented; or
- c) an Error that can cause some functional restrictions but does not have a critical or severe impact on operations.
|
| Severity 4 (Low) |
Means
- a) a reported anomaly in the Virtual System environment that does not substantially restrict the use of one or more features of the Virtual System to perform necessary business functions; this is a minor problem and is not significant to operations; or
- b) an anomaly that may be easily circumvented or may need to be submitted to UITS as an enhancement request.
|
| UITS |
Means University Information Technology Services, which is staffed by professional support personnel providing assistance with diagnosis and resolution of defects and/or failures in II services. |
| Virtual System |
Means the method to supply the infrastructure and network capacity necessary to host your applications, while optional disk storage on UITS enterprise-class SANs (Storage Area Networks) ensures your files are highly secure and available. |
| VMware |
Means the virtualization platform is built on a business-ready architecture and uses software such as VMware vSphere to transform or "virtualize" the hardware resources of an x86-based computer including the CPU, RAM, hard disk and network controller to create a fully functional virtual system that can run its own operating system and applications just like a "physical" computer. Each virtual system contains a complete system, eliminating potential conflicts. VMware virtualization works by inserting a thin layer of software directly on the computer hardware or on a host operating system. This contains a virtual system monitor or "hypervisor" that allocates hardware resources dynamically and transparently. Multiple operating systems run concurrently on a single physical computer and share hardware resources with each other. By encapsulating an entire machine, including CPU, memory, operating system, and network devices, a virtual system is completely compatible with all standard x86 operating systems, applications, and device drivers. You can safely run several operating systems and applications at the same time on a single computer, with each having access to the resources it needs when it needs them. |
| Workaround |
Means a change in the environment or data to avoid error without substantially impairing use of the II service. |
