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CS DOCDB 4664
GENERAL
This document is under the Change Management Control Policy.
Service Level Agreement for Database Hosting Services
Description
Outline support and responsibilities between the Database support
Purpose
Applicable to
All processes
Supersedes
N/A
Document
Owner
Mitch Renfer
Owner Org
Computing Sector
Effective Date
08-20-2012
Review Date
Annually
DOCUMENT APPROVALS
By signing below, all parties agree to the terms and conditions described in
this Agreement.
Name
Title
Signature
Date
Department Head
Jon Bakken
Division Head
Service Owner
Jack Schmidt
Service Level
Manager
Tammy Whited
Service Manager
Customer:
Experiments
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The official version of this document is in the CS Document Database (DocDB).
Fermi National Accelerator Lab Private / Proprietary
Copyright 2009, 2010 All Rights Reserved
DOCUMENT APPROVALS
By signing below, all parties agree to the terms and conditions described in
this Agreement.
Name
Title
Signature
Date
Service Providers
Title or Customer
Org ]
Title or Customer
Org ]
Title or Customer
Org ]
Title or Customer
Org ]
Title or Customer
Org ]
VERSION HISTORY
Version
Date
Author(s)
Approved by
(if needed)
Change Summary
1.1
05/13/2010
Nelly Stanfield
02/12/2012
Julie Trumbo
07/20/2012
Jack Schmidt
Update
08/03/2012
Mitch Renfer
Update
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Initial document
TABLE OF CONTENTS
GENERAL......................................................................................................... 1
DOCUMENT APPROVALS...................................................................................... 1
VERSION HISTORY.............................................................................................. 2
1 INTRODUCTION.....................................................................5
1.1
SERVICE OVERVIEW.............................................................5
2.1
2.2
2.3
EXECUTIVE SUMMARY..........................................................................5
SERVICE DESCRIPTION........................................................................5
SERVICE OFFERINGS........................................................................... 7
LIFECYCLE MANAGEMENT CONTEXT..................................................10
RESPONSIBILITIES.............................................................11
3.1
3.2
3.3
CUSTOMER RESPONSIBILTIES............................................................11
USER RESPONSIBILTIES.....................................................................12
SERVICE PROVIDER RESPONSIBILTIES...............................................12
RESPONSE TIME................................................................................13
RESOLUTION TIME.............................................................................13
INCIDENT AND REQUEST PRIORITIES.................................................14
CRITICAL INCIDENT HANDLING...........................................................14
E.1
E.2
EXPERIMENTS.................................................................................... 15
SERVICE PROVIDERS.........................................................................15
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1 INTRODUCTION
1.1 EXECUTIVE SUMMARY
This Service Level Agreement (SLA) for the Database Hosting Service
with Fermilab Experiments and Fermilab Service Providers documents:
2 SERVICE OVERVIEW
2.1 SERVICE DESCRIPTION
This document defines the Oracle, Postgres, MySQL and SQL Server Database
Hosting services. Postgres and MySQL databases can be hosted on our
shared server environment while Oracle and SQL Server databases require
dedicated servers. We require three categories of databases for each
offering: development, integration and production instances. In some cases,
a replication server, for failover support, is added or replaces the integration
server. This allows the production applications to be isolated from
development work. There is no license charge for the use of Postgres and
MySQL on our shared servers. However, as part of the Oracle and SQL Server
Services, customers provide annual funding for database software license
and maintenance costs.
2.1.1 Support Pre-requisites
Support is available for Customers deployed only on certified platforms. The
Database Hosting Group will support only certified operating system and
database combinations. This service is only offered on in-warranty servers
and storage hardware. We will provide Oracles Matrix certification list as well
as other certification listings based on the offering. Acquisition of hardware
and storage needs to be planned and coordinated with the Server and
Storage Groups to support development, integration and production
environments. These three environments can be supported on as few as two
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SERVICE OFFERINGS
2.2.1
Installation Services
Troubleshooting assistance
Backup support
o
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Recovery operations
No licensing costs
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Recovery operations
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2.2.3
No licensing costs
Size Limit: < 25G database size for General Purpose Servers or own
Servers
Backup Support: There could be data loss. MySQL Dumps are done
only ONCE a day, and bin logs are kept for 2 days - there could data
loss
Recovery available with data loss at the cluster level, no support for
table level recovery
2.2.4
Installation Services
Troubleshooting Assistance
Backup Support
2.2.5
ENHANCED OFFERINGS
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2.2.6
OFFERING COSTS
Customers utilizing the Oracle offering will incur costs equal to 10% of annual
maintenance costs for licenses. Customers utilizing the SQL Server offering
will incur licensing costs for installation and maintenance. Customers
utilizing their own Postgres or MySQL servers will not incur costs related to
the database software, but may incur costs for operating system licensing
and hardware maintenance costs depending on arrangements with the Server
and Storage Services. Off-hours operating system support licenses may incur
additional cost as well.
2.3
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3
3.1
RESPONSIBILITIES
CUSTOMER RESPONSIBILTIES
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5.2.1 HOURS
Standard on-hours are 8x5 (8am-5pm Monday-Friday).
5.2.2 SUPPORT DETAILS
When requesting Service Support, the Customer should refer to the
Foundation SLA.
5.3
5.3.1 HOURS
Off-hours support is available only for Oracle Production databases however
response times may be severely degraded. Other than for Oracle Production
databases, unless specifically negotiated with the Customer, there is no offhours Database Services support.
5.3.2 SUPPORT DETAILS
All incidents will be routed through the Service Desk and an incident ticket
created. Any interruption regarding access to a Production database will be
given appropriate priority. The Service Desk will contact the Database
Services Group as identified in the Service Now On-Call list. The Database
Services Group will triage the issue and contact the appropriate Service
Group. Off-hours support and response services are negotiated. Any nonscheduled interruption to a Production database will be followed up by a root
cause analysis, which will include participation by the Customer Database
liaison, any user involved, the Database Services Group, the Server Group.
Additional participants in the root cause may be required to participate (e.g.
the Storage Group) if their service was involved in the interruption.
5.4 SPECIAL SUPPORT COVERAGE
Customers can request additional support for certified platforms. Approval
of additional support will be negotiated on a case by case basis and will
depend on the availability of resources.
5.5 SERVICE BREACH PROCEDURES
In the event procedures are not followed, Database Service could be
interrupted. Within 2 hours of investigation of an Oracle downtime event, a
service request will be opened with Oracle if a solution to service restoration
has not been found. Within 2 hours of investigation of an SQL Server
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level through automated and ad-hoc reports, also available through Service
Now.
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