ITS Responsibilities Clause Samples
ITS Responsibilities. 1. Assure that all customer requests for service are tracked through the online ticket system.
2. Post information online to assist with common requests.
3. Meet response times associated with the priority assigned to service issues.
4. Communicate with users in advance regarding any response or resolution times that cannot be met.
5. Manage all trouble reports to conclusion within the priority assigned to each one of them.
6. Maintain appropriately trained staff.
7. Alert users in advance of any planned outages. At least one week notice to be given whenever possible.
8. Update users as expeditiously as possible regarding any unplanned outages. Announcements will be made via School e-mail when possible.
ITS Responsibilities. The successful completion of the proposed project depends on the full commitment and participation of ITS management and personnel. The responsibilities listed in this section are in addition to those responsibilities specified in the Agreement and are to be provided at no charge to IBM. IBM's performance is dependent upon the following responsibilities being fulfilled by ITS.
ITS Responsibilities. ITS will provide the infrastructure, technology, personnel, processes, and monitoring tools necessary to deliver Learning Management System support as described in this document, and: • Meet response times associated with the priority assigned to incidents and service requests. • Appropriately notify users of all scheduled maintenance via System Status. • Clearly document the LMS services provided in the ITS Service Catalog.
ITS Responsibilities. ITS will provide the infrastructure, technology, personnel, processes and monitoring tools necessary to deliver Standard Desktop Support as described in this document, and: • Meet response times associated with the priority assigned to individual incidents and service requests. • Appropriately notify users of all scheduled maintenance via System Status notifications. • Clearly document the service provided in the ITS Service Catalog.
ITS Responsibilities. ITS will provide the system(s) with power, network connectivity and rack space in the Data Center. ITS shall strive to make the systems(s) available 24 hours a day, seven days a week (24x7) with the exception of properly scheduled “maintenance windows.” ITS will monitor the system(s) 24x7 and will send notification to the Primary Technical Contact provided in this SLA of any system problems that will impact the Customer within 2 hours. ITS reserves a daily midnight to 6 a.m. “maintenance window” in order to maintain the system(s) at optimum functionality with hardware, software and firmware updates. ITS will notify the Customer 3 business days in advance and schedule a downtime during this maintenance window, unless critical vendor patches for the OS or Applications necessitate a shorter notice period. For all other outages, ITS will negotiate a special maintenance window that will be mutually agreed upon by ITS and the Customer. ITS reserves the right to control the configuration of the server and installed applications to mitigate valid security concerns. ITS may bring the system(s) down at any time for events such as, but not limited to, physical or electronic threat, compromise, or valid legal and policy compliance issues. ITS will attempt to contact the Primary Technical Contact as soon as possible after such an event has occurred. As part of Systems support, ITS will: Restore the system to full functionality in case of a hardware failure. Resolve problems related to the OS and its configuration. Apply all necessary OS and security-related patches and updates as deemed appropriate by ITS Support Staff. Changes will be applied during properly scheduled maintenance windows. Upgrade the OS to new versions as they are deemed appropriate by ITS Support Staff and in mutual agreement with the Customer. Create, administer and delete user accounts on the system. Install 3rd party software applications provided by the Customer, only when they must be installed “system-wide”, or when the installation requires privileged system access. All other 3rd party software installations are the responsibility of the Customer. ITS will not provide end-user application level support for 3rd party applications. The ITS Information Security office will review requests for, and final “system-wide” or “privileged” installations. Remove 3rd party software if it causes problems with the proper functioning of the system and/or other supported software. ITS will not configure unsec...
ITS Responsibilities. The general areas of support (such as Incident and Change Management) applicable to every ITS Service, are specified in the ITS Global Service Levels document.
ITS Responsibilities. ● Respond in a timely manner to all customer requests and communications. ● Maintain a service catalog that reflects current service offerings. ● Strive to meet service commitments. ● Provide communication to customers on outages, service issues, product changes, and maintenance windows affecting service delivery. ● Comply with applicable Maricopa IT Directives, Security policies, and acceptable use agreements.
ITS Responsibilities. ITS’ responsibilities and/or requirements in support of this Agreement include:
ITS Responsibilities. 2.2.1. 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.
2.2.2. “A rack” is considered to be 42U (units) of standard rack.
2.2.3. 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.
2.2.4. 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.
2.2.5. 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).
2.2.6. 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.