LAN Support Services Service Catalog.doc

University of Kansas LAN Support ServicesDRAFT Service Catalog

University of Kansas

LAN Support Services (LSS)

Service Catalog

July 25, 2005

The University of KansasLAN Support ServicesLawrence, KS 66045785-864-0400

University of Kansas LAN Support ServicesService Catalog

Table of Contents1.0 Introduction to LAN Support Services......................................................................................1

2.0 Server Management Services.....................................................................................................22.1 Server Administration..........................................................................................................................................2

3.0 Distributed Computing Services................................................................................................43.1 Desktop Support Package.................................................................................................................................. 4

3.2 Limited Purpose Computer Support....................................................................................................................7

3.3 Application Patch Management..........................................................................................................................9

3.4 Data Storage.....................................................................................................................................................10

3.5 Networked Printer Management.......................................................................................................................12

3.6 Additional Distributed Computing Services.......................................................................................................13

4.0 Consulting and Staffing Support Services..............................................................................144.1 Consulting and Technology Planning................................................................................................................14

4.2 Hourly and Short Term Support........................................................................................................................15

4.3 Technology Partner Program............................................................................................................................17

5.0 Rate Sheet..................................................................................................................................19

Appendix A: Future LSS Services.......................................................................................................20

document.doc —Page i


1.0 Introduction to LAN Support ServicesLAN Support Services (LSS) is a Division of the University of Kansas Information Services. LSS provides server administration and a variety of distributed computing services to University departments. LSS also provides technical consulting and staffing services to support departmental technical staff and ensure consistent technical assistance for University end users.

This Service Catalog provides descriptions of LSS services, the benefits that customers will achieve through using LSS, and the prices of LSS services. Prices in this Catalog are valid from 7/1/04 to 6/30/06.

LSS services include:

Server Management Services

Distributed Computing Services Consulting and Staffing Support Services

Server Administration Desktop Support PackageLimited Purpose Computer SupportApplication Patch ManagementData StorageNetworked Printer ManagementAdditional Distributed Computing Services

Consulting and Technology PlanningHourly and Short Term Support Technology Partner Program

To purchase any of the services described here, Departmental representative should contact:

Customer Service ManagerLAN Support ServicesInformation Services

The University of KansasLawrence, KS 66045

785-864-0400

document.doc —Page 1


2.0 Server Management Services

2.1 Server Administration

LSS will help plan, deploy, and manage key operational aspects of your department’s server, operating system software, and network access to a defined scope of business applications. LSS will ensure compliance and integration with required existing and planned technology platforms, and will ensure the physical security and electronic access security of the assets within the hosted environment.

2.1.1 Service Description and Benefits

Service Description Customer Benefits Installation and configuration of standard server operating systems

Standard operating systems are described in Section 2.1.2, Service Cost

Full operating systems administration, including maintaining patch levels Assistance with vendor installation, upgrade and configuration of business application software Configuration of applications on the server 24/7 monitoring of system performance and application availability Problem notification and follow-up with Department Site Contact and/or business application software vendor Technical support for problem resolution Troubleshooting of server-side problems with applications Application re-starts Information system security, virus protection and user account management Act as Departmental Technical Liaison for covered servers Capacity planning Technical consulting Change control management Customer support for server management service through the LSS Help Line Includes appropriate level of administrative rights granted to

24/7 monitoring and response by qualified technical staff to assure maximum use and minimum server downtime Highly secure systems to safeguard important data, including the following features:

Access Control: Allows for quick and easy rights assignment, transparent to the end user High Usability: Non-intrusive security measures that are both secure and easy to use C2 Security Ratings: Technology tested and rated by the Department of Defense



departmental IT staff Coordinate with Operations to ensure routine backup of data stored on server is completed (Note: Data Backup for servers is provided for an additional fee through a contract with the Operations Unit. Please call 785-864-0112 for more information.)

2.1.2 Service Cost

$237.50 per server per month for servers with standard operating systems and standard server hardware

Standard server hardware: Dell PowerEdge

Standard server operating systems: Windows 2000 or higher, Novell Netware, Linux Redhat v9 or higher, and Linux SUSE v9 or higher

$237.50+X per server per month for servers with non-standard operating systems and/or non-standard hardware

2.1.3 Additional Information and Related Services

If the server is located in the Computer Center, a separate contract with the Operations Unit is required for the provision of physical security, networking and data backup. Please call 785-864-0112 for more information.

Prior to the provision of Server Administration services, the user Department must identify the following:

Server hardware and operating system software (Note: This information will be included in the contract. Changes to server hardware or operating system will require an addendum to the contract and may incur an additional fee if the new hardware or operating system is non-standard.)

Applications that will be housed on the server

Application support model (i.e., what individuals/groups within the Department are responsible for assisting users with the application)

Vendor contact information

The user Department is responsible for assisting and training Department staff in the use of the application, troubleshooting the client side of the application, and for adjusting the client interface to suit the Department’s needs.

The user Department is responsible for all hardware and software costs.





3.0 Distributed Computing Services

3.1 Desktop Support Package

LSS will maintain and enhance employee productivity by providing standardized, yet personalized desktop configurations which include system utilities and campus services that allow your workstation to perform seamlessly. If problems do occur, LSS will provide troubleshooting and issue resolution on desktop/laptop hardware and software. LSS provides onsite and/or emergency remote desktop support 24x7x365 and acts as your Departmental Technical Liaison.

Through consistent support of the desktop environment, users will have access to shared University resources such as collaboration environments, e-mail, application services, and infrastructure services. LSS also is your gateway for referrals to any other technical services required for users of devices under contract with LSS.


Service Description Customer Benefits Onsite desktop support from 8:00 a.m. – 5:00 p.m. Monday – Friday, and emergency remote support 24x7 Capacity planning and technology upgrade planning Consultation services on standard workstation configurations and procurement choices to meet customer needs Hardware and software purchasing assistance, including bulk order purchases of computer hardware

Workstation delivery and set up Installation and support of standard operating system, commercially developed business productivity software and office suites (in accordance with University policies), anti-virus software and department-specific applications

LSS uses a standard image and will re-install Department-specific applications as needed. Users may need to reset personal settings after a computer is re-imaged. Standard operating systems are described in Section 3.1.2

Installation of printer drivers for networked printers Includes LSS Application Patch Management service: Ongoing provision of patches and service packs for operating systems and standard applications, anti-virus software upgrades and security updates (See Section 3.3, Application Patch

Standard and secure desktop environments systems Access to qualified technical resources Productive working environment with limited down time Dedicated staff and resources to solve your IT problems Secured access to data files from any desktop in the employee’s department and from remote workstations



Service Description Customer BenefitsManagement) Workstation moves, adds, changes Installation of standard peripherals

Standard peripherals are described in Section 3.1.2 User administration Customer support through the LSS Help Line Problem determination and resolution Technical support

In some cases, LSS technical support staff may recommend replacing hardware if it cannot be efficiently and cost-effectively repaired by LSS

Orientation for new customers through one-on-one or departmental meetings Acts as the System Administrator for machines contracted for this support If all departmental machines are contracted for this support, LSS can be designated the Departmental Technical Liaison if requested by the department Referral to other University IT resources (Note: Other University IT resources may charge a fee for the services they provide.) Includes LSS Data Storage service: Data storage, backup and recovery of data stored on LSS file servers (See Section 3.4, Data Storage)

Remote access services for customers in remote locations Includes appropriate level of administrative rights to LSS servers granted to departmental IT staff

3.1.2 Service Cost

$36 per month per standard workstation

A workstation is an independent computer that does not service any other computer. A standard workstation uses a standard operating system and has a standard hardware configuration. A standard workstation may run some discipline specific software.

Standard operating systems: Microsoft Windows 2000/XP, Macintosh X

Standard workstation hardware: Dell Optiplex desktop, Dell Latitude laptop, or Macintosh G4 or higher that are under warranty



$36 per month per non-standard workstation

A non-standard workstation runs a non-standard operating system, and/or has a non-standard hardware configuration.

$36 per month per basic workstation

A basic workstation is one that has user level privileges, runs only standard application packages and limited departmental applications as installed by LSS, has limited customer customization that is well-defined, runs on LSS specified standard hardware, and all user data is kept on the LSS storage cluster (not on the desktop or local hard drive).

Standard application packages: Current version of Microsoft Office Suite, Word Perfect, Adobe Acrobat Reader, Sophos anti-virus, Windows Media Player, Outlook mail, and Internet Explorer


The user Department is responsible for purchasing and tracking of software licenses.

Departments purchasing LSS Desktop Support are encouraged to purchase LSS Networked Printer Management (see Section 3.5, Networked Printer Management).

The user Department is responsible for all desktop hardware costs.

Consultation and planning for non-standard technology is available through the Consulting and Technology Planning service (see Section 4.1 Consulting and Technology Planning).

Standard peripherals: Palm Pilots, Windows CE devices, USB Scanners, and Printers

Non-standard peripherals may take longer to install and configure and may require additional hourly charge



3.2 Limited Purpose Computer Support

LSS will provide troubleshooting and issue resolution on Department’s Limited Purpose Computers.

A Limited Purpose Computer is a machine that runs a unique vendor-specific application requiring vendor coordination, and regular operating system patches. It does not require backing up since the application can be re-installed. It does not serve multiple users, but can provide the application to multiple machines. It does not require performance monitoring.


Service Description Customer Benefits Capacity planning and technology upgrade planning Consultation services on standard workstation configurations and procurement choices to meet customer needs Hardware and software purchasing assistance Workstation delivery and set up Installation and support of operating system, commercially developed business productivity software and office suites (in accordance with University policies), anti-virus software and department-specific applications Installation of printer drivers for networked printers as needed Includes LSS Application Patch Management service: Ongoing provision of patches and service packs for operating systems and standard applications, anti-virus software upgrades and security updates (See Section 3.3, Application Patch Management) Workstation moves, adds, changes User administration Customer support through the LSS Help Line Problem determination and resolution Technical support

In some cases LSS technical support staff may recommend replacing hardware if it cannot be efficiently and cost-effectively repaired by LSS

Acts as the Departmental Technical Liaison Referral to other University IT resources (Note: Other University IT resources may charge a fee for the services they provide.) Remote access support services for customers in remote or home locations

Standard and secure desktop environments systems Access to qualified technical resources Productive working environment with limited down time Dedicated staff and resources to solve your IT problems Secured access to data files from any desktop in the employee’s department and from remote workstations



3.2.2 Service Cost

$36 per month per Limited Purpose Computer

An additional fee of $35/hour is charged for major software upgrade efforts and vendor coordination time


The user Department is responsible for purchasing and tracking of software licenses.

The user Department is responsible for all hardware costs.



3.3 Application Patch Management

LSS will provide Microsoft Windows and Sophos antivirus updates, patches for standard applications and security updates to workstations on an ongoing basis.

This service is included with the LSS Desktop Support Package (see Section 3.1, Desktop Support Package) and Limited Purpose Computer Support (see Section 3.2, Limited Purpose Computer Support). It may also be purchased separately.


Service Description Customer Benefits Automatic, ongoing provision of service packs and patches for operating systems and standard applications

Standard applications: MS-Office Suite, MS Windows Operating system, Sophos Antivirus, Adobe Reader

Automatic, ongoing anti-virus protection software upgrades and virus definition updates Orientation and specialized training for departmental Tech Support staff for application patch management interface

Automatic operating system updates: Managed systems updates that require no user interaction Automatic virus protection and updates: Antivirus that updates daily to keep your systems safe Automated inventory services: Understand your installed equipment and plan ahead for upgrades and maintenance Application “pushing”: Install/update software over the network with the click of a mouse Compatibility testing prior to patch releases

3.3.2 Service Cost

$4.75 per month per Workstation or Limited Purpose Computer


If the user Department has not purchased the Desktop Support Package, the Department is required to provide Novell client licenses for each covered user machine, and install the LSS configuration of this Novell client. LSS will provide a desktop image and configuration requirements that can be used to ensure the update service works properly. LSS will assist with diagnosis of problems free of charge if the problem is caused by our desktop configuration.

The list of standard applications may be updated by LSS annually.



3.4 Data Storage

LSS will provide data storage and backup services to meet departmental data storage needs. This service includes user rights management, remote access, and the ability to share data and collaborate across departments.

This service is included with the LSS Desktop Support Package (see Section 3.1, Desktop Support Package). It may also be purchased separately.


Service Description Customer Benefits Data storage on LSS Storage Area Network Daily, weekly and monthly backup services for data stored on LSS file servers

Data stored on workstation hard drives is not backed up Data and disaster recovery Information system security activities and virus prevention in accordance with University security policies Managing user accounts Security and virus prevention on LSS file servers Remote access support services Customer Support for data storage service through the LSS Help Line Includes appropriate level of administrative rights granted to departmental IT staff (if this service is purchased separately from the Desktop Support Service) Orientation and specialized training for departmental Tech Support staff for service management interface

Security of mission critical data provided through: Clustered servers: Multiple redundant servers for maximum uptime and stability SAN disk systems: High speed, top tier, scalable, failsafe disk storage subsystems Off-site storage: Onsite tape backup systems with offsite storage for ultimate data safety

Rapid storage expansion capabilities to meet any future storage need Remote access anywhere to allow flexible working locations Data sharing and collaboration with other users, groups or departments while maintaining file security and confidentiality

3.4.2 Service Cost

$5.85 per user per month. This includes .25 GB of storage per user.

Storage allocations may be shared among users within the same department. For example, a department with 8 users will have a total of 2 GB of storage available to all users in the department.



Additional storage is available at the cost of $5.35 per GB per month.

$2.05 per GB per month reduced rate for other specialized large storage requirements such as archival or large block storage. Available only to established clients and cannot be used for primary storage.


If the user Department has not purchased the Desktop Support Package, the Department is required to provide Novell client licenses for each user machine that will access the data storage, and install the LSS configuration of this client. The purchase of Novell client licenses is coordinated through the Information Services Licensing Administrator annually. The current price for a Novell Client license about $15.



3.5 Networked Printer Management

LSS provides managed access to printing resources and support for networked printers.


Service Description Customer Benefits Consultation services on standard printers and procurement choices to meet customer needs Asset inventory Printer installation and configuration User access administration Customer support for printer management service through the LSS Help Line Problem determination and resolution for user accessibility issues Technical support Referral to other University IT resources or external vendors (for printer hardware support and repair) )

Shared and cost-effective access to department/University printing resources Own fewer printers by granting access to printers throughout the office Expedited installation of new printers Fast, easy access from any location to print documents when needed

3.5.2 Service Cost

$25.65 per month per networked printer


Departments purchasing the LSS Desktop Support Package who wish to print to networked printers are encouraged to also purchase LSS Networked Printer Management (see Section 3.1, Desktop Support Package).

If printer use requires authentication, then the user Department is required to provide Novell client licenses for each user machine that will access the printer, and install the LSS configuration of this client.

If a non-customer group requires printer use of an LSS managed printer, then setup for this group will be considered an hourly support request.



3.6 Additional Distributed Computing Services

LSS will provide several additional distributed computing-related services upon request of the Departmental Technology Liaison or other department representative.


Service Description Customer Benefits PeopleSoft Installation: Installation of PeopleSoft client software on any authorized machine

Consistent use of the PeopleSoft client application across the University

3.6.2 Service Cost

None



4.0 Consulting and Staffing Support Services

4.1 Consulting and Technology Planning

LSS provides consulting and technology planning services to departments to meet their short-term and long-term needs. This service is limited to the LSS expertise that is available.


Service Description Customer Benefits Consulting: LSS provides consulting on any IT project or computing issue. Our staff are trained in almost all aspects of technology and KU policies and procedures and can provide consulting advice to help departments find cost-effective IT solutions. Technology Planning: LSS provides technology planning services that will help departments determine the best uses of technology to meet their current and future needs.

Experience: LSS staff has significant experience in a wide variety of technologies Industry trends: LSS staff keep up with industry trends to assist departments in effectively using emerging technologies and leveraging best practices

4.1.2 Service Cost

$35.00 per hour or negotiated contract price for specific projects


Consulting services will be handled at the same priority as contracted customers.



4.2 Hourly and Short Term Support

LSS provides technical assistance on an hourly basis to meet departmental needs. LSS provides system administration support on an hourly basis for security compromised workstations. LSS also provides short term server support when departmental technical staff are not available (due to leave, training, etc.).


Service Description Customer Benefits Hourly Support: LSS provides any type of daily support departments may require, including desktop support. These services will be provided upon the request of the Departmental Technical Liaison or other departmental representative. Support is available 24/7/365. System Administration Hourly Support: LSS will provide hourly support service to security compromised machines. Support is available 24/7/365.

For this service, LSS requires administrator privileges on the machine and physical access to the machine. LSS may recommend that compromised machines be upgraded to Windows XP for security reasons. It is the owner department’s responsibility to purchase the software license and any hardware upgrade needed for this.

Short Term Server Administration Support: LSS provides short term server administration support services for departments to back fill for departmental IT staff members who are unavailable. Support is available 24/7/365. This service is provided in monthly increments. If LSS is back filling for the Departmental Technical Liaison, LSS will perform Departmental Technical Liaison duties during the covered period.

Training: Our staff members continually train in all aspects of technology, so their skills remain up-to-date Knowledge: Breadth and depth of knowledge in networking, wi-fi, web applications, databases, servers and more Availability: Our large staff can provide skilled resources to supplement departmental IT staff on an as needed basis (with either an hourly or weekly rate structure)

4.2.2 Service Cost

Hourly Support:

Monday – Friday, 8:00 a.m. – 5:00 p.m.: $35.00 per hour (two hour minimum)

After Hours Monday – Friday and Weekends: $52.20 per hour (two hour minimum)

A minimum two-week wait for hourly support requests is required to allow LSS time to schedule



System Administration Hourly Support:

Monday – Friday, 8:00 a.m. – 5:00 p.m.: $70.00 per hour (two hour minimum)

After Hours Monday – Friday and Weekends: $105.00 per hour (two hour minimum)

Short Term Server Support:

$300.00 per month. This provides 2 hours of on-site and/or remote connection support per week.

Additional hours are charged at $35.00 per hour.



4.3 Technology Partner Program

LSS will provide a Technical Support staff member who is assigned to your department to support your technology needs.


Service Description Customer Benefits Assigned technical support staff provides:

Desktop support (purchasing assistance, workstation setup, software and driver installation, trouble-shooting, general user workstation service requests) Consulting Technology planning Specialized services (see 4.3.3 Additional Information and Related Services) Specialized services are negotiated and defined prior to start of contract.

LSS provides: Management of the Technical Support Staff Backup of the Technical Support Staff when the staff member is out of the office (due to leave, training, etc.) Ongoing staff training, desk, equipment and supplies (Department may provide desk and local equipment if desired) Service request processing through Help Desk software Centralized phone support services

Up-to-date Knowledge: Our staff members continually train in all aspect of technology to be prepared to support your department Experience: LSS staff members who support your assigned technical support staff have extensive experience in various technology platforms and can immediately add value to departmental technology projects, etc. Vast technical resources: Networking, wireless communications, Web applications, databases, servers and more Staff work is limited to departmental needs and priorities LSS manages the assigned staff and attends to their HR needs

4.3.2 Service Cost

Prices are based on the cost of salary and benefits for an LSS staff member, and include LSS management, backup staff, training, student assistance, equipment and supplies. Examples of total annual prices are shown below; prices are subject to the actual salary of the technical staff person assigned to your department:

Full-Time: $84,093 per year for System Administrator/Sr. staff, $66,073 per year for IT Analyst staff

¾ Time: $63,070 per year for System Administrator/Sr. staff, $49,555 per year for IT Analyst staff

½ Time: $42,047 per year for System Administrator/Sr. staff, $33,037 per year for IT Analyst staff



¼ Time: $21,023 per year for System Administrator/Sr. staff, $16,518 per year for IT Analyst staff


Departments purchasing the Technology Partner Program service may also want to purchase the Application Patch Management (see Section 3.3 Application Patch Management), Data Storage (see Section 3.4 Data Storage), and Networked Printer Management (see Section 3.5 Networked Printer Management) services.

Staff will attend LSS staff meetings and training in order to better serve customer needs.

Specialized services to be provided by the assigned person and the limitations of LSS in terms of their ability to back up the assigned staff person will be negotiated and defined prior to start of contract.

Staff assignments will occur prior to the start of contract with departmental involvement.

If Department is interested in transferring existing staff, this will be negotiated in the contract. Acceptance of existing departmental staff transferring to LSS for this purpose requires LSS approval and a possible probationary period.

Hiring of new staff for the purpose of this service is the responsibility of LSS.

Department must notify LSS of contract termination by October 1st in order to be effective on July 1st the following year. This is to allow time for staffing termination (if necessary) to occur within the guidelines of KU policy.

Students will assist in workstation imaging and setup unless specifically prohibited.

Rate changes will occur annually to reflect merit raises and staffing changes.



5.0 Rate SheetThe table below includes a summary of LSS services and rates. These rates are effective 7/1/05 – 6/30/06.

Service RateServer Management Services

Server Administration $237.50 per server per month for standard servers

$237.50+X per server per month for non-standard servers

Distributed Computing Services

Desktop Support Package

Includes Application Updates Includes Data Storage

$36.00 per standard workstation per month

$36.00 per non-standard workstation per month

$36.00 for per basic workstation per month

Limited Purpose Computer Support $36.00 per Limited Purpose Computer per month

Application Patch Management $4.75 per Workstation or Limited Purpose Computer per month

Data Storage $5.85 per user per month

Additional storage: $5.00 per GB per month

$2.05 per GB per month for qualified archival or large storage data

Networked Printer Management $25.65 per device per month

Additional Distributed Computing Services

PeopleSoft Installation

No charge

Consulting and Staffing Support Services

Consulting and Technology Planning $35.00 per hour

Hourly and Short Term Support

Hourly Support Hourly System Administration Support Short Term Server Administration Support

Hourly Support:

Mon – Fri, 8:00 a.m. – 5:00 p.m.: $35.00 per hour (two hour min.) After Hours Mon – Fri and Weekends: $52.20 per hour (two hour min.)

System Administration Hourly Support:

Mon – Fri, 8:00 a.m. – 5:00 p.m.: $70.00 per hour (two hour min.) After Hours Mon – Fri and Weekends: $105.00 per hour (two



hour min.)Short Term Server Administration Support: $300.00 per month, plus $35.00 per hour beyond 2 support hours per week.

Technology Partner Program Annual charge depending on time assigned to user department and staff level



Appendix A: Future LSS ServicesLSS is committed to continuous improvement of existing services and is focused on building a comprehensive set of services that will meet customer needs. This appendix includes services that LSS is currently developing and plans to provide to customers in the future. Some of the items included here are new services, while others represent an expansion of existing services.

Application Patch Management

Standard application set will be expanded to include Macintosh Operating System


LAN Support Services Service Catalog.doc

Documents