Information Technology Services UNMANAGED CO-LOCATION S E R V I C E L E V E L A G R E E M E N T

Transcription

1 Information Technology Services UNMANAGED CO-LOCATION S E R V I C E L E V E L A G R E E M E N T Department/School/Division: Effective USC Account Number (Required): 1. General Conditions 1.1. This agreement shall become effective upon the signing of this document. The term of the agreement is annual and will renew automatically every year on July 1 st. If applicable the annual renewal fee will be charged to the account number provided. All fees are charged to the assigned account number via an internal Journal Voucher (JV) on an annual basis at the beginning of the fiscal year This agreement may be terminated or modified by either party at any time prior to April 1st. There are no prorated refunds Services will only be added or activated after the Department Authorized Signer or Administrator (Customer) has signed the SLA and provided a valid USC account number to charge. All renewals must be signed within 30 business days of receiving the agreement All payments are due within 30 days; Customers will be deemed delinquent and overdue after 30 days and services will be discontinued. ITS will make all reasonable efforts to inform the appropriate assigned faculty or staff to correct the situation All Customers of the services agreed upon in this SLA must adhere to USC Policies located at and in particular, Computing Policies located at The services and prices referred to in this SLA are for internal use for University of Southern California (USC) schools, departments and approved associatespartners use only. All SLA services will be negotiated by USC faculty or staff only. All assigned staff will need to provide valid USC address and contact phone for urgent contact and information disbursement The parties to this agreement agree to perform in accordance with the Terms and Conditions specified in this agreement. ITS reserves the right to modify the terms of this agreement after providing 30 days written notice to the Customer. Version Page 1 of 7 Last Updated 2/18/2011

2 2. Terms and Conditions 2.1. Description of Services: This service provides a Customer's server(s) with Data Center space, power and network connectivity only ITS Responsibilities: ITS will provide the Customer s server(s) rack space in the secure USC Data Center Co-location Facility, along with network connections and power A rack is considered to be 42U (units) of standard rack ITS will provide for the server(s) covered in this SLA with one (1) electrical circuit and accompanying metered rack power distribution unit (PDU). This circuit can be either a 20 amp 110 volt circuit or a 30 amp 208 volt circuit and is provisioned according to the customer s request In the event of any power or network issues in the Data Center, ITS will attempt to send notification to the contacts provided by the Customer in this SLA within 2 hours Under this SLA, ITS will NOT have any physical contact with the machine(s) including but not limited to restarting the server(s) or any services on the server(s) ITS reserves the right to block any server or connection that ITS believes may have been compromised or is not in compliance with USC policies Customer s Responsibilities: The Customer agrees to advise ITS of the presence of any such data that would be subject to then current legal issues if a security breach occurred (SSN compliance, HIPAA, FERPA, etc but not limited to this list.). The Customer will comply with federal and state privacy and security regulations and USC policies, including HIPAA privacy and security policies, the GLB policy and the USC Information Security policy, among others. For more details, refer to If the Customer requires or demonstrates a requirement for high bandwidth or excessive Internet resources, ITS will review those requirements and the Customer will be subject to a network connectionpricing fee in line with commercially reasonable industry standards. Charges will be reviewed with the Customer prior to implementation The Customer will use only the rack and space allocated for their department. The Customer may not sublease, subdivide or in any other manner allocate the rack or space to any other USC or external entities The Customer agrees to properly rack and secure all equipment within their allocated space per vendor specifications. Any Customer equipment Version Page 2 of 7 Last Updated 2/18/2011

3 that is located outside of the space covered in this SLA will be promptly removed, and the Customer will be notified The Customer will only use the electrical circuit(s) provided to their rack to power their equipment. Any Customer equipment plugged into any other circuits will be promptly unplugged, and the Customer will be notified. Additional power requirements may be discussed with ITS The Customer must not exceed the rated load on the electrical circuits provided to their racks. If a customer exceeds the rated load on the electrical circuit(s) their rack, they must take prompt action to return to compliance. If Customer exceeds the maximum rated load on their electrical circuit and it results in a tripped breaker, ITS will not reset the breaker until the Customer has remedied the problem. Power requirements must be discussed with ITS prior to adding equipment In cases where server(s) are to be connected to a public network, the Customer agrees to maintain antivirus software and perform recommended operating system and application security updates on a timely basis The Customer is responsible for ensuring that the contact information is kept up to date and that any changes to the contact information are promptly communicated to ITS in writing The Customer agrees to not make any changes or install any upgrades that will affect the public network without prior approval from ITS The Customer agrees to the policy of controlled access for a designated number of individuals in the Data Center. The Customer agrees to follow the ITS Co-location Space Access Procedures and Rules as outlined in Attachment A The Customer acknowledges that the Co-location room is not designed for High-Performance Computing (HPC) applications which consume significant Data Center power and cooling resources. Such requirements must be discussed in advance with ITS for needs and resource analysis. Version Page 3 of 7 Last Updated 2/18/2011

4 3. Fees/Pricing Price lists are reviewed on an annual fiscal year basis during the budget review cycle and appropriate adjustments are made per budget office guidelines. The following services which are made available to Co-location Customers and the current pricing are located on the web at: Service Initial One-time Rack Installation Charge Rate $ per rack (includes labor, materials) Initial One-time 10/100/1000Mb Network Connection Fee $75.00 per port (includes labor, materials) Rack Monthly Fee $ per month (Includes 1 electrical circuit) For other ITS services and fees, see: Version Page 4 of 7 Last Updated 2/18/2011

5 4. Contact Information 4.1 Customer Technical Contact Information USC ITS will use the following information as a means for contacting the assigned faculty or staff who are responsible for managing the technical and operational aspects and service(s) listed in this SLA. Students are not acceptable as Customer Contacts for this SLA. The Primary Technical Contact is the first person USC ITS will contact under the terms of this agreement. The Secondary Technical Contact will be contacted if the Primary Technical Contact cannot be notified. Both personnel agree that under certain special circumstances, ITS staff will contact them any time day or night including official holidays if the situation demands immediate attention under the terms of this agreement. The Customer will need to identify those individuals who have their permission to access their assigned co-location space by filling out Attachment B: ITS Colocation Access List. Primary Technical Contact Name: Designation: Bldg/Room: Mail Code: Phone: Cell/Pager: address: Secondary Technical Contact Name: Designation: Bldg/Room: Mail Code: Phone: Cell/Pager: address: 4.2 Contacting USC ITS Customer requests for services under this agreement are directed to the following support groups: For questions regarding service offerings, contact ITS Co-location Services by sending electronic mail to its-colo@usc.edu, or by calling (213) For questions regarding billing, contact ITS Business Operations by sending electronic mail to its-colo@usc.edu, by calling (213) , or by faxing (213) Note: Time sensitive, after-hour communications should be directed to the ITS Network Operations Center, by calling (213) Version Page 5 of 7 Last Updated 2/18/2011

6 5. Signatures - Authorized Staff The Department, School, Division requesting service must have a Department Administrator, SBO, or Authorized Signer execute this agreement. Any changes to this information need to be promptly communicated to ITS to ensure this information is kept current and the correct individuals are contacted in the event of a policy or agreement change. DEPARTMENT. Authorized Signer ITS Authorized Signer Name: Name: Eric Vincent Designation: Designation: Director, Hardware and Facilities Services Information Technology Services Mail Code: Mail Code: 2812 Phone: Phone: (213) address: address: evincent@usc.edu USC Account Number (REQUIRED) ITS Colo SLA Version Page 6 of 7 Last Updated 2/18/2011

7 SLA-ATTACHMENT A USC- ITS Co-location Facility: Rules and Procedures Governing Visitation 1. The Customer must submit names of individuals to be included on the USC ITS Co-location Access List on SLA-Attachment B. To be included are technical staff and third party vendors who the Customer requests to have access on their behalf. 2. The Customer or individual(s) listed on SLA-Attachment B must have picture ID (valid Driver License or current USC ID Card) available for inspection whenever visiting the data center. Individuals who are not listed on SLA-Attachment B or persons who fail to show picture ID will not be permitted access. 3. The Customer and authorized delegate(s) listed on Attachment B must gain access to the colocation facility by entering through the main lobby of 3434 South Grand Avenue, and proceeding directly by elevator to the 4 th floor. The intercom labeled NOC is to be used to announce arrival to the 4 th floor USC ITS Network Operations Center (NOC). NOC personnel will assist the Customer and delegates with gaining entrance to the co-location facility. 4. The Customer can choose to elect up to two (2) guests to accompany them within the co-location facility. Guest(s) must hold to same rules and procedures as Customers, including following the instructions posted on signage while visiting the data center. The Customer will take full responsibility for their guest(s). 5. The Customer and guest(s) will each be assigned a visitor badge(s) which must be displayed at all times and must be surrendered upon departure. Customer and guest(s) must remain within their assigned rack area at all times. a. The Customer s local management may impose further restrictions that limit access to specific rack space within an assigned rack area. b. ITS co-location and data center personnel require notification of any restrictions in advance of a data center visitation. 6. The Customer must complete the USC-ITS Co-location Property Addition and Removal forms whenever any equipment is to be added or removed during visits. The original remains with ITS. The USC DPS Security Officer upon Customer and equipment departure will collect one of the two copies provided to the Customer by the Network Operations Center. Forms are available online at: See section heading: How to Add or Remove Equipment. 7. Food and drink are not allowed within the co-location facility. There is a small break room with bottled water, various coffees and teas, microwave and toaster ovens, and two refrigerators. It is windowed area located across hall from rest rooms. Soda dispensing machines can be found in cubbies that adjoin both 3 rd & 4 th floor elevator/lounge waiting areas. During normal business hours the URBNMRKT Café, located at ground level and facing Grand Avenue (walk down the front entryway steps, turn left and walk a few paces to the next building entrance. URBNMRKT Café serves up a selection of hot and cold food and beverages. The Mercado, located at 3679 South Grand Avenue (two blocks south and across the street from 3434, offers a multiplicity of fast food venues under a common roof and shared indoor sit-down area. 8. Filming and the taking of photographs inside data center and co-location facility, without receiving prior written approval, are strictly prohibited. Please contact: The Office of the CIO, Communications and Marketing, on the web at: ITS Colo SLA Version Page 7 of 7 Last Updated 2/18/2011