Service Support Levels
| Service Level [1] | Time and Materials | Co-op [2] | Personal Workstation | Server [3] | Tailored/Server+ [3, 4] |
|---|---|---|---|---|---|
| Cost per system [5] | $65/hr | $30/ mo. | $75/mo. | $135/ mo. | $195/mo. min. |
| Minimum contract duration | 3 mo. | 3 mo. | 3 mo. | 12 mo. | |
| Response time: urgent incidents [6] | good | good | fast | fast | |
| Response time: non-urgent incidents [6] | fair | fair | good | good | |
| Maximum number of contacts | 2 | 2 | 4 | 1 | |
| Phone/e-mail support to designated contacts [7] | * | * | * | * | |
| Phone/e-mail support to users [8] | * | * | |||
| Crash/reboot services [9] | * | * | * | * | |
| Network connection/configuration [10] | * | * | * | * | |
| Special network services [11] | * | * | |||
| Intrusion detection and response [12] | * | * | * | * | |
| System data extraction/reporting: automatic [13] | * | * | * | * | |
| System data extraction/reporting: on request [13] | * | * | |||
| Account creation/locking/deletion | * | * | * | ||
| Quota management | * | * | * | ||
| Cron jobs for backups (usually copying)[14] | * | * | * | ||
| Operating system upgrade [15] | * | * | * | ||
| Kernel modifications [16] | * | * | * | ||
| Disk failure: diagnosis, replacement | * | * | * | ||
| NFS/NIS configuration and support | * | * | * | ||
| Boot script/configuration management | * | * | * | ||
| Electronic mail configuration/support [17] | * | * | * | ||
| System relocation | * | * | * | ||
| Routine peripherals/drivers/disks [18] | * | * | * | ||
| Special purpose peripherals/drivers/disks [19] | * | * | |||
| Software installation: Routine [20] | * | * | * | ||
| Software installation: Special Purpose [21] | * | * | |||
| GUI configuration/management [22] | * | * | |||
| Custom autoinstall configuration | * | * | |||
| Performance analysis/tuning | * | * | |||
| Hardware upgrade/exchange/service [23] | * | * |
Notes
[1] An asterisk indicated in the table denotes an included service. Services not included at a given support level are sometimes available at a surcharge, for example at the TIME AND MATERIALS rate shown above. Services are provided during business hours, 8-5, M-F, except for SERVER, SERVER+ contracts which cover 7am-10pm M-F and 10am-10pm weekends.
[2] In CO-OP contracts, OIT-DCS staff can train local supporters in most services; local support is then expected to provide this service. See the "what-is-coop" document for more details on CO-OP level support.
[3] A hardware maintenance contract is strongly encouraged for all "high-availability" SERVER+ contracts. The cost for hardware support is extra (in addition to, the monthly cost shown above) and varies depending on system configuration. A "high availability" server+ is contract is loosely defined as a server that cannot be down (i.e., non-operational) for an extended period of time. DCS can coordinate the acquisition of hardware support service contracts through outside vendors. In the event of a hardware failure DCS's ability to respond in a timely manner to server+ clients, without hardware support, is severely limited [23].
[4] Server+ is also referred to as "tailored support", that is systems that do not fall under our predefined service descriptions or support that is customized to the client's specific needs - for example: installations with a large number of users, complex configurations, unusual user demands, unique applications, etc. Fees are based on the nature and extent of special services provided. For detailed description, see: http://www.nacs.uci.edu/support/sysadmin/changes-1999.html
[5] DCS service agreements require that a client's system be "autoinstalled." Hence, DCS recommends that all user data be stored on a separate disk drive that is independent of the system-boot disk.
[6] An urgent problem is one that renders the system unusable for its intended purpose: e.g., a crashed system, a disabled-core service, etc. User expectations for an exact turnaround time should take into account the prevailing circumstances and DCS workload/administrator availability at the time of the incident.
[7] Designated contacts are intended to provide brief advice, instruction, or answering questions. Priority in answering questions is established by support level. For example, a question related to a SERVER level system has priority over a question regarding a WORKSTATION level support agreement.
[8] For systems with a large numbers of users (50 or more) a special support arrangement is necessary where the client subscribes to a specified fraction of a staff member's time. The SERVER+ category is suitable for this type of service [4].
[9] This service item usually involves a restart of the system and diagnosing the cause of failure. In a CO-OP level contract, this is usually done by the local support person.
[10] OIT Network and Telecommunications Operations Group (NACS-NTOG) is responsible for wiring and activating network ports, assigning IP numbers and configuring the campus Domain Name System. DCS will coordinate with NACS-NTOG on behalf of the client whenever necessary.
[11] Examples include CAP, subnet routing, special network hardware.
[12] Detection is the responsibility of the local support person in CO-OP level support.
[13] This represents reports on system statistics for the owner and local support person.
[14] This is distinct from the usual OIT-provided backup service.
[15] For CO-OP support, local support or authorized contacts can borrow the OS-release CD-ROM, or be trained in basic autoinstall procedures.
[16] Certain operating systems do not require kernel reprogramming.
[17] This service represents setting up mail configuration files.
[18] Examples include standard (networked) Postscript printers, standard external SCSI disk drives.
[19] Examples include hardware with special-purpose drivers, custom hardware assembled from components, hardware which requires software installation, RAID units, graphics tablets, etc.
[20] Examples include vendor-provided software, compilers, and subsystems maintained via autoinstall (e.g., httpd) and those requiring license managers served by the DCSlib server.
[21] Examples include Sybase and academic-oriented software not available via DCSlib (e.g., PATRAN, SPICE, Spartan) and those requiring license managers on the local system.
[22] This represents setting up a useful, comfortable working environment for the owner of the system.
[23] DCS may provide limited assistance with client hardware, for example: motherboard replacement, daughtercard installation, memory installation, and internal floppy and CD-ROM drive installation, etc. In all cases, DCS assumes no liability for damages to the clients hardware that results from such actions. DCS clients are strongly advised to maintain an outside-vendor, hardware-support contract in order to protect against hardware-related downtimes [3].
