| University of Mary Washington Information Technologies Response Levels and Order of Restoration from Disaster Revision Date: February 20, 2007 These levels are categories that apply in normal circumstances. Service Level Agreements may specify institution-level business-critical periods during which something that normally carries a lower level designation is treated as a Tier 1 or even a Tier E issue. Business-critical periods are times of especially intensive usage in which any threat to the capacity of the University (as a whole) to conduct its core mission-related business or activities would be especially damaging -- such times include student registration, close-of-semester/exam periods, etc. See below for a listing of examples of such periods. |
DISASTER RESTORE ORDER | ||||||
| Response Tiers | Tier 3 Response: Scheduled in normal priority/normal hours | ||||||
| Tier 2 Response: Urgent from 8 a.m. to 5 p.m. | |||||||
| Tier 1 Response: Urgent from 8 a.m. to 10 p.m. | |||||||
| Tier E Response: Urgent 24x7 | NOTES | ||||||
| VOIP telephony functionality | 1 | ||||||
| Level E -- all-user connectivity during business-critical periods | √ | ||||||
| Level 1 -- all-user connectivity | √ | ||||||
| Level 2 -- connectivity of a specific part of the network or of a building | √ | NOTE 1 | |||||
| Level 3 -- connectivity from an individual user's device | √ | ||||||
| Banner - technical operability ("I can't get to it.") | 2 | ||||||
| Level E -- all-user accessiblity and operability issue during business-critical period | √ | ||||||
| Level 1 -- all-user accessibility and operability | √ | ||||||
| Level 2x -- operability of specific component, where x=letter of module | √ | NOTE 1 | |||||
| Level 3x -- operability for an individual user, where x=letter of module | √ | ||||||
| Banner - functional operability ("I can get to it, but it isn't working the way it is supposed to.") | 2 | ||||||
| Level E -- all-user operability issue during business-critical period | √ | ||||||
| Level 1 -- all-user accessibility and operability | √ | ||||||
| Level 2x -- operability of specific component, where x=letter of module | √ | NOTE 1 | |||||
| Level 3x -- operability for an individual user, where x=letter of module | √ | ||||||
| Passwords/authentication environment | 3 | ||||||
| Level E -- authentication issue for all users during business-critical period | √ | ||||||
| Level 1 -- issue for all users | √ | ||||||
| Level 2 -- issue for groups of users | √ | NOTE 1 | |||||
| Level 3 -- individual user issue | √ | ||||||
| Luminis Portal | 4 | ||||||
| Level E -- all-user accessibility and operability issue during business-critical period | √ | ||||||
| Level 1 -- all-user accessibility and operability | √ | ||||||
| Level 2 -- operability of specific component other than authentication | √ | ||||||
| Level 3 -- operability for an individual user | √ | ||||||
| Internal Network (beyond VOIP telephony) | 5 | ||||||
| Level E -- all-user connectivity during business-critical periods | √ | ||||||
| Level 1 -- all-user connectivity | √ | ||||||
| Level 2 -- connectivity of a specific part of the network or of a building | √ | NOTE 1 | |||||
| Level 3 -- connectivity from an individual user's device | √ | ||||||
| Institutional Internet access | 6 | ||||||
| Level E -- all-user access to the Internet during business-critical period | √ | ||||||
| Level 1 -- all-user access to the Internet | √ | ||||||
| Level 2 -- access to the Internet in a specific part of the network or in a building | √ | NOTE 1 | |||||
| Level 3 -- access to the Internet by an individual user's device | √ | ||||||
| Blackboard | 7 | ||||||
| Level E -- all-user accessibility and operability issue during business-critical period | √ | ||||||
| Level 1 -- all-user accessibility and operability | √ | ||||||
| Level 2 -- operability of specific component | √ | NOTE 1 | |||||
| Level 3 -- operability for an individual user | √ | ||||||
| Faculty/staff e-mail system | 8 | ||||||
| Level E -- all-user operability issue during business-critical period | √ | ||||||
| Level 1 -- all-user operability of e-mail | √ | ||||||
| Level 3 -- operability of e-mail for an individual user | √ | ||||||
| Student e-mail system | 9 | ||||||
| Level E -- all-user operability issue during business-critical period | √ | ||||||
| Level 1 -- all-user operability of e-mail | √ | ||||||
| Level 3 -- operability of e-mail for an individual user | √ | ||||||
| Access card system | 10 | ||||||
| Level E -- general card-access issue during business-critical period | √ | ||||||
| Level 1 -- general card-access issue | √ | NOTE 1 | |||||
| Level 2 -- location (i.e., building-)-specific card-access issue | √ | NOTE 1 | |||||
| Level 3 -- problem with an individual card-holder's data | √ | ||||||
| Voice-mail system (UMW-operated components--system to be retired as soon as possible (Summer 07)) | 11 | ||||||
| Level 1 -- system-level accessibility and operability | √ | ||||||
| Level 2 -- operability for an individual line | √ | NOTE 1 | |||||
| Level 3 -- configuration changes | √ | ||||||
| "Utility" Server Support (i.e., file/print/home directory) | 12 | ||||||
| Level 2 -- general server-level operability | √ | NOTE 1 | |||||
| Level 2 -- access/rights/privileges issues for groups | √ | ||||||
| Level 3 -- access/rights/privileges issues for individuals | √ | ||||||
| Academic Server Support | 13 | ||||||
| Level 2 -- general server-level operability | √ | NOTE 1 | |||||
| Level 2 -- access/rights/privileges issues for groups | √ | ||||||
| Level 3 -- access/rights/privileges issues for individuals | √ | ||||||
| ID Card System | 14 | ||||||
| Level E -- general card-creation issue during business-critical period | √ | ||||||
| Level 2 -- general card-creation issue | √ | ||||||
| Level 3 -- campus-specific production issue | √ | ||||||
| Envision System | 15 | ||||||
| Level 2 -- general operability Envision system issue | √ | ||||||
| Level 3 -- specific location/device Envision issue | √ | ||||||
| Telephone System (vendor-supplied services (including some voice mail) with UMW-staffed triage) | V | ||||||
| Level 1 -- system-level accessibility and operability (report problem to vendor) | √ | ||||||
| Level 2 -- operability of specific component devices (internal technicians) | √ | NOTE 1 | |||||
| Level 3 -- moves, ads or changes (with appropriate lead time for order) | √ | ||||||
| Cable television (vendor supplied service with UMW-staffed triage) | V | ||||||
| Level 1 -- all-user accessibility and operability | √ | ||||||
| Level 2 -- operability of specific channel or channels | √ | ||||||
| Level 3 -- operability for an individual user | √ | ||||||
| Level 3 -- operability at a particular site or particular equipment | √ | ||||||
| Desktop hardware support | NA | ||||||
| Level 1 -- virus/other threat outbreak | √ | ||||||
| Level 2 -- failure of device on which significant mission-related activity depends | √ | ||||||
| Level 3 -- general desktop support | √ | ||||||
| Classroom/Lab Support (including projectors) | NA | ||||||
| Level E -- problem with any scheduled room during business-critical period | √ | ||||||
| Level 1 -- problem with any room that is currently scheduled for academic use | √ | Tier 1 can move to Tier 2 or 3 if alternative space is available | |||||
| Level 3 -- any problem with room not currently scheduled for academic use | √ | ||||||
| Security/integrity risks/threats to institutional data | NA | ||||||
| Level E -- all immediate risks/threats to institutional data (as defined in policy) and/or immediate threats to Tier E- or Tier 1-rated systems, except when situation puts technical staff in danger | √ | ||||||
| Risks/threats to human health/safety | NA | ||||||
| Level E -- all immediate risks/threats to human health/safety except when situation puts technical staff in danger | √ | ||||||
| Weather/other environmental risks/threats to central institutional systems | NA | ||||||
| Level E -- all immediate risks/threats to Tier E- or Tier 1-rated systems except when situation puts technical staff in danger | √ | ||||||
NOTE 1 |
Business-critical periods (i.e., registration) may raise to Level 1 -- see specific SLA. | ||||||
| EXAMPLES: | |||||||
| Student registration (including summer preview sessions) | |||||||
| Last week of semester and exam period | |||||||
| Move-in for students | |||||||
| Fiscal year-end | |||||||
V |
Vendor determines restoration | ||||||
NA |
Not applicable | ||||||