The BSD IS Infrastructure Team is dedicated to providing reliable and timely support for all our services. This Service Level Agreement (SLA) outlines our commitments, response times, and procedures for various types of requests and issues. Our goal is to maintain transparency, minimize disruption, and ensure a professional and efficient service experience for all users.
General Response Guidelines
When a user reports an issue or submits a request, the initial response from our team will typically be a confirmation that we're looking into it. The urgency of the response will depend on factors such as the impact radius and the critical nature of the service or system. BSD IS Infrastructure SLA times only begin once the ticket has been assigned to one of BSD IS Infrastructure Team's Service Now queues.
Business hours for the BSD IS Infrastructure Team are from 8 AM to 5 PM CST. Our team is not active on University holidays and from December 25th through January 1st.
ServiceNow tickets are closed one week after work is completed, the issue is resolved, or no response is received from the user.
Services
Virtual Machine (VM) Services
- Initial Response: 2 business days
- VM Provision: 3 business days after receiving/clarifying all necessary information and receiving the signed quote.
- Other VM related requests: 1 business day. This covers requests such as SSL Certificates, bsd.uchicago.edu domain names, and changing VM resources (after signed quote, if necessary).
BSDFS Storage Services
- Initial Response: 2 business days
- Share Provisioning: 3 business days after receiving/clarifying all necessary information and receiving the signed quote.
- Other Storage related requests: 1 business day. This covers requests such as changing storage quota (after receiving signed revised quote), decommissioning a share.
Account Services and Access
- Initial Response: 2 business days
- Service & Admin Account Creation: 3 business days
- Account Modification: 2 business days. Requests include access to BSD GitLab and BSDFS Shares
Technical Support
- Standard: Initial response within 2 business days
- Urgent: Initial response same day during business hours, if submitted by 4:00 PM
- Business Critical: As soon as practical while addressing the issue during business hours. Support outside of business hours will vary.
Issue Classification
- Standard: There is abnormal or inconsistent system behavior or a problem that does not hinder work on the system.
- Urgent: A component, application, or critical feature is down, preventing work from being performed. The number of users impacted is limited.
- Business Critical: A component, application, or critical feature is down, preventing widespread work from being performed by a large number of users.
Data Restores
- Initial Response: Within 1 business day
- Restore Time: Varies depending on amount/type of data
NOTE: The sooner we are notified you need a restore, the more likely you are to get your files back. Restores are best effort, no guarantees are made around data recoverability.
Firewall Requests
- Changes are reviewed during the Change-Advisory Board (CAB) meeting, typically held on Wednesdays
- If approved, the firewall change is made within 24 hours
NOTE: Requests must be submitted by 5:00 PM CST the day prior to the day the CAB meeting is held.
All Other Requests and Inquiries
- Initial Response: 2 business days