McMaster University

McMaster University

Policies and Service Level Agreements (SLAs)

Educational Technology SLAs

Educational Computing Lab SLA

Educational Computing Labs Service Level Agreement
1) Service Description

The Educational Computing Lab serves the Faculty of Health Sciences (FHS) faculty, staff and students. It is located on the first floor in room HSC-1B7.

2) Service Hours

The lab is available Monday to Friday, 8:30 a.m. to 4:30 p.m.

Priority for lab use is given to booked courses, tutorials, etc. The lab is otherwise available for FHS students who have been provided with an access card for general use.

3) Charges

There is no charge for use of the Lab for Faculty-based educational activities. The lab can also be booked at CSU standard hourly rates for non-faculty use or workshops/events that charge a fee. Please see the CSU website for more information.

Common software packages have been installed on the computers. See the CSU website for details. Standard CSU hourly charges will be levied for installing specialized software or when technical assistance is required.

4) Client Responsibilities

CSU is not responsible for any data loss that occurs on lab computers.

CSU takes reasonable measures to keep lab computers virus free, but cannot be held responsible for viruses contracted from lab computers.

Clients take responsibility for any damage to the equipment.

All internet access is logged.

Stationary / Office supplies (Paper, Staples, Envelopes, etc...) are not provided.

Consumption of food or drink in the Lab is prohibited.

No Printing service is available from the lab.

Tampering with the system files is prohibited.

All users must abide by the UTS Code of Conduct for Computer and Network Users.

http://www.mcmaster.ca/uts/policy/netcond.htm

5) Network Access

All PCs have full access to the Internet via the McMaster University Proxy Server and clients will require a proxy server account to be able to access the Internet.

6) SLA Review

This document will be reviewed annually or as required. This policy was last reviewed: March 2016.

Infrastructure SLAs

FHS Managed Email Policy

1. MacMail Email Accounts

This document is intended to supplement the McMaster Code of Conduct for Computer and Network Users and the Faculty of Health Sciences Intended Use Statement.University email systems are to be used by persons authorized by McMaster, only for university business, and may not be used for commercial purposes or personal gain. Clients are required to produce their McMaster ID card in order to establish their university affiliation.A MacMail account is available to all faculty and staff. For all account holders, certain restrictions apply and the account may be revoked at any time without notice (see the section on "Abuses" in this document).

2. What about monitoring?

The Computer Services Unit (CSU) monitors the FHSAdmin email system, but does not observe the activities of individuals. In cases of suspected abuse or system and network problems, CSU is authorized to access any information or files necessary to solve the problem and/or protect the systems and information that they contain. All information is treated as confidential. As part of normal system management, CSU collects various types of information on FHSAdmin servers. This includes, but is not limited to, login/logout times, types of access, amount and size of messages sent and received, and amount of resources used. This information is analyzed for various purposes relating to the management of the email systems. All information is treated as confidential.

3. Who Can Access My Email?

The user owns all electronic mail in the account and should NOT give their password out. Users may set up "delegates" to allow access to their email account for purposes of covering absences (sick/maternity leave, vacation, etc.) and other administrative needs. The owner of the account is still responsible for any activity originating from that account. In certain cases, and only upon written request signed by the Dean of the Faculty of Health Sciences (or designate), your supervisor or McMaster Security Services will be given access to any email contained in your account, including extracts of various logs relating to the activity of your account. If CSU is served with a court ordered subpoena, access to any email messages requested will be provided. In all cases, the MacMail staff will co-operate fully with any legal authority acting in an official capacity.

4. Account Termination

In the case that a person leaves the university or discontinues mail service, the account will be deleted. If an email account must be terminated immediately, the department manager must contact FHS Human Resources to request that the account be deleted. Once deleted the messages are no longer accessible to the user. 30 days after the deletion of an account all messages and content are erased, and cannot be recovered.

5. Disk Quota

Each customer on the FHSAdmin server is allocated a default quota, which covers all mail folders, including their inbox and calendar. On request, email quotas can be increased. For further information, contact the CSU. If you believe that your account has been compromised, change your password immediately, and contact the Computer Services Unit.

6. Business Continuity & Deleted Email Retention

The MacMail system is fully redundant for business continuity. The system is backed up on a 5 day rotation to support disaster recovery only. Items that are deleted are moved to the Deleted Items folder, but are not permanently deleted until that folder is emptied. Users can self-recover permanently deleted messages for up to 14 days after the deleted items folder is emptied.

For more information on deleting email and recovering permanently deleted messages, see our Deleted Email FAQ

7. Revision Date

This policy will be reviewed annually or as required. This policy was last reviewed: March 2016.

Network Service Level Agreement

1) Service Description

The Faculty of Health Sciences (FHS) network is a robust, secure, high-speed data network, connected to the McMaster University intranet that accommodates the diverse connectivity needs of the Faculty. Continual bandwidth monitoring, network performance evaluation and equipment inspection is carried out on a regular basis to ensure quality of service. In addition, dedicated connections have been established between the McMaster network and regional health care partners.

2) Impact of Service

Loss of service may prevent users from accessing network dependant resources including: Internet access, file sharing, video conferencing, web conferencing, internal systems, and email.

3) Service Hours

Under normal circumstances, subject to scheduled maintenance times and unforeseen disruptions, connectivity to FHS resources is available to users 24 hours a day, 7 days a week.

4) Maintenance
  1. When necessary, maintenance hours will be 8:00AM - 12:00PM on the second Sunday of the month.
  2. At least three days notice will be given for any changes to network infrastructure that may cause service interruptions. Unexpected and urgent situations may require immediate action without notice. If scheduled maintenance conflicts with Faculty events, it may be deferred subject to a legitimate request.
5) Incident Handling
a) Incident Reporting

Issues can be reported via telephone to 27287 (ATCSU) for all network problems. Additional information is available on our web site at: http://www.csu.mcmaster.ca. Alternatively, email a request with a description of the problem to csuhelp@mcmaster.ca.

All reported incidents are logged, and tracked for resolution. Incidents are assigned an impact level and receive technical and management attention according to the priority level assigned.

b) Incident Response and Resolution

Incidents are addressed according to the grid below to determine the projected response or resolution times. Issues occurring after business hours are "best effort", as staff may not be available to assist.

Impact Level Impact Response Time (Business Hours) Projected Resolution Time (Within Business Hours) Projected Resolution Time (External to Business Hours)
3

Critical Business Impact

Example: Connectivity unavailable to entire FHS network

Immediate 4 Next business day
2

Moderate Business Impact

Example: Connectivity unavailable in a specific area or unit

4 Hrs 8 Next business day
1

Low Business Impact

Example: Connectivity unavailable to a desktop unit

Next business day Within the next two (2) business days Within the next two (2) business days
6) Client Responsibilities

All clients using resources on the McMaster University campus network are expected to adhere to all McMaster University policies and procedures. Please refer to the guidelines in the Code of Conduct for Computer & Network Users available at: http://www.mcmaster.ca/uts/policy/netcond.htm

General information is also available above

7) SLA Review

This document will be reviewed annually or as required. This policy was last reviewed: March 2016.

Data Server Policy

1. Background

Computer Services Unit (CSU) Data Centres house server and network hardware to support FHS mission critical systems, RAAC (Research, Academic, Administrative and Clinical) applications and university client hardware.

The Data Centres offer a robust and reliable infrastructure to provide continuous application availability and business continuity. The facilities are secure and environmentally controlled with high bandwidth connectivity and uninterruptible, redundant power.

2. Objective

The objective of this policy is to control the use of and access to CSU Data Centres. This policy covers the requirements for systems to be approved for housing in the Data Centre and the requirements for access to it. The policy also addresses escort requirements for those not otherwise authorized access to the Data Centre.

3. Restrictions of the Data Centre

CSU Data Centres will accommodate only a limited amount of equipment. Space will be granted first to those servers and other networked equipment associated with the Faculty of Health Sciences.

Space will be filled on a first-come first-serve basis by client equipment, with the understanding that no commitment is implied to accommodate the expansion of that equipment. There will be a charge to host and maintain that equipment. The charge will be based on an agreement with the owner of the equipment about the level of responsibility assumed by CSU for that equipment, e.g., backups, monitoring, etc.

Connectivity will be provided through the McMaster network only. All equimpent in CSU Data Centres must adhere to the university's code of conduct. This includes:

  • Data deemed unacceptable for use as outlined in the Code of Conduct for Computer & Network Users.
  • Data covered by FIPPA, MFIPPA, PHIPA, or other privacy statuates. Please consult the Information and Privacy Commissioner of Ontario website for more information.
  • Patient identifiable information (personal health, patient records, etc.)
  • Research data that can be used to specifically identify patients
4. Request for housing other networked equipment

All requests to place equipment in the CSU Data Centre must be made to CSU in writing and should include the following:

  • The name(s) of all members requiring access to the Data Centre and their Departmental (and if appropriate Research Group) affiliation(s).
  • An inventory of all equipment that will be placed in the Data Centre (Note: each piece of equipment must be tagged with a contact name and phone number)
  • Identification of the ownership of the equipment to be placed in Data Centre (i.e. Research Group, Department/Centre, PI Laboratory, etc...)
  • The name and location of a primary and secondary contact that has responsibility for each unit's equipment in the CSU Data Centre.

All equipment must be rack-mountable. Unused equipment, boxes, monitors, and so forth will not be permitted in the Data Centre. Systems not in compliance with Data Centre policies will be disconnected.

5. Physical Access Policy

Unescorted access to the Data Centre will be granted to members of CSU who require routine physical access to equipment in order to perform their primary job functions and who are on the access list.

  • The access list for authorized, unescorted persons will be maintained by the CSU Infrastructure group. Those on the access list are responsible for ensuring that persons they escort in the Data Centre follow all appropriate protocols.
  • Exceptions for access can be made, when warranted, but only when authorized, in consultation with the Director, IT, Faculty of Health Sciences.
  • The Data Centre door must remain closed and locked at all times.
  • Only those individuals with access rights will be authorized a key and/or swipe card to the door.
  • All requests for unescorted access rights must be made in writing in advance to the CSU Infrastructure group.
  • A/C unit controls must not be adjusted or changed. Any problems should be reported to CSU Staff immediately.
6. Policy Review

This policy will be reviewed annually or as required. This policy was last reviewed: March 2016.

Server Support SLA

1) Service Description

Server support and hosting services include but are not limited to:

  • Complete Server Provisioning
  • Application hosting, configuration, & support
  • Server housing
  • Database support & provisioning
  • New hardware/software sales, setup and installation
  • Maintenance contracts for servers & databases
  • Data storage, backup, and redundancy
2) Basic Level of Service

Basic server service provides for:

  • Environmentally controlled facilities (i.e. air conditioned, two stage fire alarm, etc.)
  • Secure, monitored environment
  • Emergency power
  • Mission critical backups
  • Notifications of scheduled maintenance hours
3) Service Hours

Under normal circumstances, server support is available between 8:30-4:30 Monday through Friday, excluding all holidays and university closures.

4) Maintenance

Infrastructure maintenance hours will be 7:00AM - 4:00PM on the second or third Sunday of the month. Server availability may be limited during these periods. In cases where normal operations are not restored after this period, please contact CSU. Notice will be sent out as early as possible, at least 5 business days before any server maintenance window. In emergency situations, best efforts will be made to send out notice as soon as possible.

5) Incident Handling
a) Incident Reporting

Issues can be reported via telephone to 27287 (ATCSU) for all server support issues. Additional information is available on our web site at: http://www.csu.mcmaster.ca. Alternatively, email a request with a description of the problem to csuhelp@mcmaster.ca.

b) Incident Response

All reported incidents are logged, and tracked for resolution. Incidents are assigned a service call number and are addressed according to purchased support packages. Please see current rates for support package details. In most cases, CSU will respond to incidents within the same business day. Resolution of the incident will be dependant on the severity of the incident. CSU will provide an action plan and timeline for resolving major issues on the next business day following the initial call.

6) Security Vulnerability Detection

The CSU will conduct regular security scans to identify potential or current vulnerabilities. Once identified, the CSU will inform the client as soon as possible. The client must take all steps to address the issue, according to the client responsibilities as listed below.

7) Client Responsibilities

All clients using resources on the McMaster University campus network are expected to adhere to all McMaster University policies and procedures. Please refer to the guidelines in the Code of Conduct for Computer & Network Users available at: http://www.mcmaster.ca/uts/policy/netcond.htm.

It is the responsibility of the client to ensure the latest OS and application security updates are installed. A client may install these on their own, or contract the CSU to perform the updates at standard CSU service rates. Updates should be applied frequently and within a reasonable timeframe after they are available. CSU reserves the right to shut down or isolate any server that is found to be out of date, vulnerable or compromised. CSU is not responsible for any application failure, downtime or issues resulting from these mandatory updates.

General information is also available above.

8) SLA Review

This document will be reviewed annually or as required. This policy was last reviewed: March 2016.

Shared Drive Access Policy

1) Requesting Shared Drive Access

Shared Drive Requests can be made directly to CSU. The following form must be completed and submitted to csu@mcmaster.ca

FHSAdmin Administrative Server Account (PDF)

All Shared Drive set ups are subject to a one-time set up fee of $96.00.

2) Shared Drive Access Billing

Shared Drive access is billed on a per month basis, per user. Each user will be charged a monthly fee of $14.00

3) Shared Drive Access Cancellations

Any Shared Drive access that is cancelled within the first 3 months of setup is still subject to 3 months of charges.

After the 3 month period, any Shared Drive access for a user can be terminated.

Departments must contact CSU at csu@mcmaster.ca to notify us of an access cancellation. The change in billing will take effect the following month once notice of cancellation is given.

4) Shared Drive Access Changes

Any Shared Drive access changes (i.e. user name, account number, department) must be sent to csu@mcmaster.ca in order for us to update the billings.

Tech Shop SLAs

Desktop Support Service Level Agreement

1) Service Description

CSU provides a complete range of desktop services to the faculty of health sciences. These include:

  • Multi-platform desktop support and troubleshooting
  • Product evaluation and hardware/software consultation
  • New hardware/software sales, setup and installation
  • Repairs and upgrades to desktop computers and peripherals
  • Maintenance contracts for desktop computers and printers
  • Network setup, configuration, and support
  • Desktop security, virus detection and removal
  • Data backup and recovery
  • Installation and setup of Hamilton Health Sciences applications
2) Impact of Service

Impact will depend on the severity of the incident.

3) Service Hours

Under normal circumstances, desktop support is available between 8:30-4:30 Monday through Friday, excluding all holidays and university closures.

4) Maintenance

Infrastructure maintenance hours will be 8:00AM - 12:00PM on the second Sunday of the month. Desktop function may be limited during these periods. In cases where normal function is not restored after this period, please contact CSU.

5) Incident Handling
a) Incident Reporting

Issues can be reported via telephone to x27287 (ATCSU) for all desktop support issues. Additional information is available on this page above. Alternatively, email a request with a description of the problem to csuhelp@mcmaster.ca.

b) Service scheduling

All reported incidents are logged, and tracked for resolution. Incidents are assigned a service call number and are addressed according to the order received.

Incidents can be escalated for expedited service for an additional fee. Costs and response times are as follows:

Desktop support contracts are available on a fixed yearly rate.

Issue Fee Response Time Projected Resolution Time (Maximum)
Standard Service Queue Standard Hourly Rate 2 Working Days Incident Dependant
Emergency Service Queue Standard Hourly Rate +1 Additional Hour 4 Hrs Incident Dependant
Maintenance Service Contract Yearly per Contracted Unit 4 Hrs Incident Dependant
6) Client Responsibilities

All clients using resources on the McMaster University campus network are expected to adhere to all McMaster University policies and procedures. Please refer to the guidelines in the Code of Conduct for Computer & Network Users available at: http://www.mcmaster.ca/uts/policy/netcond.htm

General information is also available above.

7) SLA Review

This document will be reviewed annually or as required. This policy was last reviewed: March 2016.

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