Enterprise

Technology
Services

Service Level
Agreement (SLA)

1
Name of document:
Enterprise Technology Services_ Service Level Agreement _Version 1.2

Approved by:
DAS Representative
Alex Pettit, State CIO Date

1/25/2017

ETS Customer Utility Board

Kurtis Danka, ETS CUB Chair Date

1/25/2017

Changes:
Date of SLA DAS ETS CUB Description
approval Version Representative Representative of changes
12/2/2013 1.0 Julie Bozzi, Clyde Saiki, ETS  First version of SLA document approved
ETS CUB Chair by the ETS CUB.
Administrator
2/25/2015 1.1 Alex Pettit, Clyde Saiki, ETS  Edits to Service Catalog, Performance
State CIO and CUB Chair Measures and Definitions.
Interim ETS
Manager
1/25/2017 1.2 Alex Pettit, State Kurtis Danka,  Edits to Service Catalog, Performance
Chief Information ETS CUB Chair Measures and Definitions.
Officer

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 SERVICE LEVEL AGREEMENT (SLA)
TABLE OF CONTENTS (TOC)
1. Introduction.................................................................................................................................................4
1.1. Background .........................................................................................................................................4
1.2. Objectives and purpose of SLA. ..........................................................................................................4
1.3. Identification of Enterprise Technology Services .................................................................................5
2. Service Catalog ..........................................................................................................................................5
2.1. List of services provided by program .................................................................................................. 6
3. Service Level Expectations........................................................................................................................ 8
3.1. Performance metrics ...........................................................................................................................8
3.2. Service levels/ performance targets.....................................................................................................8
4. Financial Processes .................................................................................................................................. 9
4.1. Billing ..................................................................................................................................................9
4.2. Billing disputes ................................................................................................................................... 9
4.3. Payment ..............................................................................................................................................9
5. Service Management Processes .............................................................................................................. 9
5.1. Performance measurement and reporting ......................................................................................... 9
5.2. SLA review and amendment.............................................................................................................. 11
5.3. Incident management. ....................................................................................................................... 13
5.4. Complaint Resolution and Remediation............................................................................................. 14
6. Glossary: Acronyms & Definitions.............................................................................................................16
6.1. Acronyms .......................................................................................................................................... 16
6.2. Definitions ......................................................................................................................................... 16
7. Contact Data ............................................................................................................................................ 18
8. Appendixes............................................................................................................................................... 19
8.1. Service Catalog sheets...................................................................................................................... 19
8.2. SLA performance measure data dictionary ........................................................................................ 49
8.3. Rate methodologies…………………………………………………………………………………………...57

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1. Introduction

1.1. Background
The Department of Administrative Services has four Service Enterprises, each governed by a Customer Utility
Board (CUB). Each CUB acts as a governing board for the services provided by the associated Service
Enterprise that have been designated as utility services.

The CUB’s have four primary responsibilities:

a) Approving general service level agreements.

b) Approving rate-setting methodologies and resulting rates.

c) Reviewing business plans and annual financial statements.

d) Settling unresolved service complaints.

One of the key responsibilities assigned to CUB’s is the approval of Service Level Agreement (SLA)
documents. CUB’s are responsible for reviewing and approving the content of these documents, ensuring the
defined service levels are commensurate with the rates charged for each service.

CUB’s are also responsible for approving the process to be followed for the development, approval and
amendment of SLA documents. They assign members to specific workgroups created to conduct and oversee
this work, and ensure participating representatives from customer agencies can clearly articulate the needs of
the customers.

1.2. Objectives and purpose of SLA

The objective of this Service Level Agreement document is to ensure both parties understand and agree how
the services will be performed and the responsibilities and expectations of each party.

The SLA will:

a) Describe the services provided by Enterprise Technology Services.

b) Identify service level objectives and performance targets for the services, agreed upon between
Enterprise Technology Services and customers.

c) Identify responsibilities of each party.

d) Document the following service management processes agreed upon between DAS and customer
representatives from all four CUB’s:

1. Performance tracking and reporting to customers.

2. Review and amendment of the SLA document.

3. Service-related dispute resolution.

This SLA document is not meant to be static, but a working document that will reflect the continuous change in
services delivered by DAS, service delivery operating processes, and service level expectations agreed
between Enterprise Technology Services and customers.
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 1.3. Identification of Enterprise Technology Services

1.3.1. Short description of Enterprise Technology Services mission

To provide reliable, agile, and flexible IT service choices while optimizing the state’s IT investments.

A link to the Enterprise Technology Services Strategic Plan can be found on the ETS web site:
http://www.oregon.gov/das/OSCIO/Pages/TechServ.aspx

1.3.2. Applicable statutes and legal underpinnings

Oregon Revised Statute 291.034 Providing technical services involving data processing. The Oregon
Department of Administrative Services may provide technical services to state agencies for data processing
systems development and the development of data processing methods and applications. The technical
services may include consulting and programming services and assistance in locating electronic data
processing installations. The cost of the technical services, or portions thereof, as determined by the
department, shall be charged to the agency served and paid to the department in the same manner as other
claims against the agency are paid.

Oregon Revised Statute 291.038 (4)(a) The policy of the State of Oregon is that state government
telecommunications networks should be designed to provide state-of-the-art services where economically
and technically feasible, using shared, rather than dedicated, lines and facilities.

(b) The department shall, when procuring telecommunications network services, consider achieving the
economic development and quality of life outcomes set forth in the Oregon benchmarks.

2. Service Catalog
The following criteria were considered in order to identify and describe the services included in the Service
Catalog of ETS:

 The intent of the Service Catalog is to identify and describe services from the customer’s point of
view. This helps to emphasize and explain the benefits, outcomes and deliverables that the
customers receive when purchasing a service, as opposed to describing the whole set of internal
support processes and activities executed by ETS staff in order to deliver these services. As a result,
business support processes and functions, such as account management or help desk functions, are
not meant to be systematically captured or thoroughly explained in this catalog.

 The services included in this Service Catalog are those available to ETS customers today. Service
descriptions reflect the different features and options currently available to ETS customers, enabling
customers and ETS staff to know what to expect and not expect from a service. Clearly defined
services inform customers about service offerings, including what each service does and does not
include, service boundaries, how to request services, and how to get help, as well as other factors
influencing the extent to which they can be currently enjoyed by ETS customers. Consequently, all
narrative about future service features and offerings has been purposefully removed from the
description of services included in this Catalog.

 In order to identify and describe services with the right level of detail, consideration has been given to
describing services or offerings that can be purchased in stand-alone mode. If a given service
needs to be purchased as part of a packaged offering, the package will be described in its own service
sheet and the individual service will be described in the “What’s included” section of the packaged
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 offering service sheet.

 The purpose of the Service Catalog is to describe the standard services and terms of service
delivery, not the exceptional services or service terms that can be offered to a given customer under
special circumstances.

2.1. List of services provided by program

A brief description of each service is included in the section below. For detailed descriptions about the
services available to ETS customers, consult the SLA performance measure data dictionary in appendix 8.2 of
this SLA document.

Service Summary

State Network State network access services provide connectivity to state and agency resources (such
Access as servers at the SDC), to other governmental offices that are connected to the state
network, and to the Internet.

Local Area Local area network services provide networking of computing devices within the
Network customers’ physical locations and to the state network, allowing:

 Computing resources such as files, printers and applications to be shared.

 Data and messages to be sent and received in a secure and reliable manner.

IT Professional IT professional services provide general technical support and consulting to meet
Services customer short-term technology needs.

Data Storage Data storage services provide secure technology and capacity management to store
customers’ data in a manner that meets their performance and availability needs.

Backup Backup services create reliable copies of data, related software and supporting
configurations for the purpose of reproducing data from a specific point in time in the
event the original is lost, erased, damaged, or changed in error.

Hosting ETS engineers, builds and supports customized hosting solutions designed to help
customers improve IT quality, efficiency and reliability. Depending on infrastructure
needs, ETS can virtualize existing servers, build an entire custom hosted infrastructure,
or simply provide a managed server. ETS’ wide array of professional capabilities
provides the right solution to meet the customers’ needs.

Colocation Colocation services provide a secure location in an access controlled facility for
housing servers and related equipment that customers own and manage. This service
can assist with disaster recovery, redundancy and backups or simply provide a
physical space for proprietary equipment to be located with hosted applications.

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Service Summary

Phone Phone services cover a broad range of capabilities that share the common characteristic
of voice communications, from dial tone and handsets to meet the basic telephone
communications needs of customers to capabilities such as voice mail and call center
systems to the meet more advanced business needs.
Enterprise Enterprise email services enable the sending, receiving and reviewing of emails from
Email Outlook clients, web browsers or mobile devices. It incorporates calendaring and instant
messaging within the email system and provides unlimited mailbox storage.

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3. Service Level Expectations
This section identifies the metrics that will be used to track quality of service delivery along timeliness and other
service quality attributes.

These metrics are agreed upon by ETS and customer representatives and approved by the Customer Utility
Board.

3.1. Performance metrics

1) Server availability: Percent of time the server is actually available for use by the customers within the
agreed service hours.

2) Router availability: Percent of time a router is actually available for use by the customers within the
agreed service hours.

3) Backup job success: Percent of backup jobs that succeed without errors.

4) Backup file success: Percent of files that were marked for backup and not skipped.

5) On-time Server delivery: Percent of new servers delivered on or before the mutually agreed to Expected
Delivery date.

6) Success of server patching: Percent of servers successfully patched after patching cycle occurs.

7) Time to respond: The time between when a Service Disruption tickets is created in the ETS Request
Tracker (RT) and the time ETS staff acknowledges customer requests and provides initial contact to
gather requirements.

8) Time to restore: The time between when a Service Disruption tickets is created in the ETS Request
Tracker (RT) and the time the service is restored.

3.2. Service levels/ performance targets

# Measure name Description Target
1 Server availability Percent of time the server is actually available for use by ETS Sites -
the customers within the agreed service hours. 99.9%
Customer Sites
- 99.0%
2 Router availability Percent of time a router is actually available for use by the 99.7%
customers within the agreed service hours.
3 Backup job Percent of backup jobs that succeed without errors. 98.5%
success
4 Backup file Percent of files that were marked for backup and not 99.9%
success skipped.
5 On-time Server Percent of new servers delivered on or before the mutually 90%
delivery agreed to Expected Delivery date.
6 Success of server Percent of servers successfully patched after patching cycle TBD
patching occurs.
7 Time to respond Time to respond is the time between when a Service Sev. 1: 90%
Disruption tickets is created in the ETS Request Tracker Sev. 2: 90%
(RT) and the time ETS staff acknowledges customer Sev. 3: 95%
requests and provides initial contact to gather requirements. Sev. 4: 95%
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 8 Time to restore Time to restore is the time between when a Service Sev. 1: 70%
Disruption tickets is created in the ETS Request Tracker Sev. 2: 75%
(RT) and the time the service is restored. Sev. 3: 75%
Sev. 4: 85%

Severity Definition
Major incident that is affecting a large group of users or critical business processes.
1 - Critical
Severity 1 incidents need to be agreed upon by ETS and Agency Management.
2 - High Significant incident that is causing work to slow or stop.
3 - Medium Incidents that may be impacting work.
4 - Low Incidents with low impact.

For detailed description about these performance metrics, consult section 8.2 of this SLA document.

4. Financial Processes

4.1. Billing
Customers are billed monthly for services received from DAS ETS and any hardware or software pass through
charges. The typical billing cycle is that invoices are electronically sent out near the 10th of each month for the
preceding month’s charges.

For general billing enquiries, customers can contact ETS the following email addresses:

 Network and voice services: [email protected]

 All other services: [email protected]

4.2. Billing disputes

Customers must submit in writing disputed charges. Written notice should be submitted through the standard
request process. The disputed charges will be investigated and the customer notified of the outcome. If the
disputed charge is found to be valid, a credit will be submitted on the customer’s invoice for the next billing
cycle. If the charge is found not valid, the customer has the right to appeal the decision to ETS administration.

4.3. Payment
Invoice payments are due and payable 30 days from receipt of invoice. DAS ETS follows the process outline in
Oregon Account Manual Number 35.70.10 for Billing and Payment and resolution of issues.

5. Service Management Processes

5.1. Performance measurement and reporting

Enterprise Technology Services will be responsible for measuring service performance, as well as for reporting
on compliance within the agreed SLE’s or performance targets.
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At a minimum, Enterprise Technology Services will develop and publish quarterly and annual performance
reports as described below:

5.1.1. Quarterly reports

Quarterly reports will track the performance target and the actual performance for each measure identified in
the SLA document. They will be posted electronically on Enterprise Technology Services website for all
customers to review.

At a minimum, these reports will include the following information:

1. A comparison of actual performance results versus performance targets for the current period
and at least the two previous periods.

Quarterly reports can include other tables or graphs with additional views or analysis of performance
along other dimensions relevant to Enterprise Technology Services. This may include a breakdown of
performance results per geographic area, per customer group or per type or subtype of triggering
event.

2. A proposed action plan for each measure not in compliance with the agreed service level
expectations or performance targets.

An action plan will include:

a. An analysis/statement of the root causes/reasons for not meeting the service level
target(s).

b. A description of corrective actions identified and recommended by the service provider

in order to meet the agreed service level(s).

c. A timeframe for the implementation of the corrective actions.

3. A measure will be considered not in compliance with the agreed performance target if either one
of the following scenarios applies:

a. If the SLE is measured monthly, when the performance is below target level for two
consecutive months.

b. If the SLE is measured quarterly, when the performance below target level in any given
quarter.

4. A report on customer-specific formal performance complaints received by Enterprise Technology

Services over the previous quarter. This report will:

a. Identify number of complaints received by type.

b. Describe each complaint/performance incident and the affected customer(s).

In addition to being posted on Enterprise Technology Services website, quarterly performance reports will be
delivered to the members of the CUB governing the program. Enterprise Technology Services will be present
at the Customer Utility Board meeting every quarter to present the report for CUB members to review the last
quarter’s performance report and to present and receive feedback on the corrective action plans for the
measures where performance is not in compliance with the agreed targets.

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 5.1.2. Annual performance reports
Enterprise Technology Services will develop and deliver a draft annual performance report, analyzing actual
performance results achieved and corrective actions implemented during the previous year for each measure
identified in the SLA document.

Based on the information shown on the draft annual performance report, members of the CUB governing the
program/ Service Enterprise will have an option to review and provide feedback on any corrective actions
recommended by Enterprise Technology Services to address non-compliance with performance targets, as
well as to monitor the implementation of the action plans agreed upon with Enterprise Technology
Services throughout the previous twelve months for the measures that did not show compliance with the
established performance targets.

The annual performance report will include:

1. The same information as the quarterly performance reports for the performance of each measure
identified in the SLA document over the last quarter of the year.

2. An additional section with follow up information about the corrective actions implemented and the
results achieved for the measures where performance was not in compliance with the agreed SLE’s in
any given quarter within the year.

CUB members will use this Annual Report to conduct a yearly performance review, which will be deeper and
broader than the regular performance reviews conducted every quarter between the CUB and Enterprise
Technology Services. The recommendations and feedback provided by the CUB will be incorporated by
Enterprise Technology Services into a final version of the annual performance report. The annual performance
review process could lead to a review and/or amendment of the SLA document agreed between Enterprise
Technology Services and its customers. The final report will be posted electronically on Enterprise Technology
Services website.

5.2. SLA review and amendment

This Service Level Agreement is a living document, capable of being updated and amended over time with the
agreement of both parties.

5.2.1. Ongoing SLA review

SLA document reviews or amendments will be considered as a result of any of the following:

1. A new service or a service enhancement is incorporated into Enterprise Technology Services catalog,
allowing for new associated SLE´s to be developed and added to the SLA document.

2. Changes in Enterprise Technology Services’ ability to perform as a result of:

a. Significant and sustained change in workload demands.

b. A significant and sustained increase or reduction in Enterprise Technology Services resources.

c. A need to conform to other unforeseen organizational constraints within DAS or within state
government.

3. When customer’s expectations and/or performance service level needs have changed.
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 4. Evolution in Enterprise Technology Services tools and processes, which allow for better metrics and/or
evolved performance level targets.

5. Missing performance targets by 15% (whether actual performance is over or under the target) in more
than 2 consecutive quarters.

6. When Enterprise Technology Services’ corrective action recommends a reassessment in the

performance targets agreed for a service.

The SLA amendment process will be as follows:

1. The request to review and modify the SLA document can be initiated by Enterprise Technology
Services or any customer represented at the CUB.

2. Based on the nature or scope of the SLA modification request, the CUB and Enterprise Technology
Services may undertake the modification and approval of the amended SLA document in the course of
a regular CUB meeting or choose to create a SLA review team/workgroup for this purpose.

3. If an SLA review team is created, the workgroup will review and draft the recommended
changes/updates to the content of the SLA document.

4. The draft amended SLA document will be submitted to the CUB for review and approval.

5.2.2. Biennial SLA review

The Service Level Agreement will be reviewed at least once per biennium to ensure service levels are
adjusted and remain both appropriate for the services Enterprise Technology Services delivers and
commensurate with the rates charged for each service.

The biennial SLA review will be as follows:

1. The CUB and Enterprise Technology Services will designate a SLA review team consisting of customer
and Enterprise Technology Services representatives. Customer representation will include at a
minimum a member from the CUB.

2. The SLA review team will conduct an analysis and evaluation of the SLA agreement and identify any
potential amendments to the SLA document. To do so, the SLA review team will:

a. Conduct an analysis of the SLE´s against the actual performance results achieved in the last
two years, identifying opportunities and/or needs to readjust service level expectations or
performance targets.

b. Conduct a review of previous and potential performance issues that may affect services.

c. Conduct an evaluation of the success in the adoption, acceptance and commitment to the SLA by
both parties:

i. How successful has the SLA been - has it made a difference?

ii. Has it been used by Enterprise Technology Services staff, and if not, why?

iii. Have customers used it or adhered to it, and if not, why?

iv. Has it helped manage customers’ expectations?

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 v. What barriers/problems have there been and what other feedback has the service
provider received?

3. The SLA team will review and make recommended changes/updates to the content of the SLA
document.

4. The draft amended SLA document will be submitted to the CUB for review and approval.

5.3. Incident management.

An incident is any event which is not part of the standard operation of a service and which causes, or may
cause an interruption to, or a reduction in the quality of that service.

Customer agencies can report a service disruption by calling (503) 373-1000 for all issues. Email may be used
for Severity Level 3 and 4 issues.

If the SDC monitoring system notifies that a system is unavailable, the SDC will respond without action from
the customer. The customer will be informed about outages through the SDC Incident Management process
(which can be found on the ETS customer support site S3), and the incident ticket owner will alert customers
as soon as it is known if agreed to service levels cannot be met.

Incident Management Targets

Severity Definition
Response Time Resolution

Sev. 1 - Critical Major incident that is affecting Notice of the issue to relevant < 6 hours - Type 1
a large group of users or customers and communication < 24 hours - Type 2
critical business processes. of the expected downtime
Severity 1 incidents need to must occur within 15 minutes.
be agreed upon by ETS and
Agency Management.

< 6 hours - Type 1

Sev. 2 - High Significant incident that is Response to the customer
< 24 hours - Type 2
causing work to slow or stop. must take place within 1
hour.

Sev. 3 - Medium Incidents that may be Response to the customer < 1 business day
impacting work. must take place within 1
business day.

Sev. 4 - Low Incidents with low impact. Response to the customer < 3 business days
must take place within 2
business days.

Severity Type Reason for Severity

Unknown and Unplanned. SDC Change. Vendor Change. Agency Change. Password
Type 1
Reset. Tested & Operating.
Type 2 Out of SDC/Vendor Control. Equipment Failure. Remote Site Power Outage.

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Escalations:

Service disruptions will escalate to the next higher severity level on mutual agreement of agency management
and ETS management.

Customer Sites:

For incidents involving equipment at customer locations, once a decision is made to dispatch ETS staff to the
site, expected arrival time is typical travel time from Salem plus 1 hour for any equipment preparation. One
extra hour should be added for weekend or afterhours dispatch.

5.4. Complaint Resolution and Remediation

5.4.1. Principles
Performance complaints should be addressed and resolved at the lowest common level, collaboratively
between the customer and representatives of Enterprise Technology Services.

If performance is below customer’s expectations, an informal approach often offers the quickest solution. If
circumstances permit, DAS customers should talk with the DAS employee or unit involved in the situation to
seek resolution to any performance dispute—explain the problem and ask for assistance. If this informal
approach does not resolve the issue, or if at any given time DAS customers are not satisfied with the levels of
utility services received, they may submit a formal performance complaint to Enterprise Technology Services
via the formal complaint intake process described below.

Resolution of formal performance complaints raised by individual customers will be done in accordance with
the following principles:

1. All complaints submitted using the process outlined below in 5.4.2 will be considered formal, and they
will be logged, documented and published by the service provider.

2. Formal performance complaints shall only be considered resolved when:

a. Enterprise Technology Services and the affected customer (s) have agreed on an
action plan to solve/correct the problem; and

b. Applicable remedies to compensate and/or exact reparation to the affected customer(s)

have been agreed to the satisfaction of both parties.

3. In the event a customer is not satisfied with either the action plan or the remedies offered by Enterprise
Technology Services, complaints can be escalated by the customer to the next level in the escalation
path within DAS for resolution.

5.4.2. Raising and recording formal complaints

Performance complaints will be submitted to Enterprise Technology Services via a complaint intake email inbox
(mailto://[email protected]). All complaints submitted via this process will be considered formal complaints.

Formal complaints should include:

1. A summary description of the complaint. This description may include a customer’s desired resolution of
the matter.
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 2. Identification of affected customer(s).

3. If applicable, a description of aggravating circumstances (incident severity, repeated problems,

estimated financial loss incurred or savings not materialized by the customer as a result of the
performance incident, etc.).

All formal complaints received will be documented in an Enterprise Technology Services’ complaints log file,
and responsibility will be assigned to staff within Enterprise Technology Services to follow up and seek
resolution.

The information in the complaints log file will be used to develop the customer-specific formal performance
complaints report that will be published as part of Enterprise Technology Services' quarterly performance
report.

5.4.3. Complaint escalation process

In the first instance complaints will be assigned to a supervisor of the functional unit affected by the complaint.
After investigation and consultation with the staff involved, the supervisor will seek resolution by offering to the
complainant both:

1. An action plan to solve/ correct the problem, which at a minimum will consist of:

a. A description of corrective actions identified and recommended by the service provider to

solve/correct the problem.

b. A timeframe for the implementation of the corrective actions.

2. Applicable remedies to compensate and/ or exact reparation to the affected customer.

A customer who has not obtained satisfactory resolution to their formal complaint can escalate the dispute to
the next level in the escalation path within DAS, until an action plan and appropriate remedial measures to
solve the performance issue are agreed to the satisfaction of both customer and DAS representatives. At each
step in the escalation process, the customer needs to describe why the prior proposal by DAS was not
satisfactory. The steps in the escalation path after seeking resolution with the unit directly involved in the
problem are the following:

 The Account Manager. If unresolved, escalate to

 Enterprise Technology Services Administrator. If unresolved, escalate to

 Deputy Director of DAS. If unresolved, escalate to

 Enterprise Technology Services CUB.

At the end of the escalation process, the CUB will provide a last resort resolution forum to discuss and settle
unresolved performance complaints.

5.4.4. Remedies
As part of resolving performance complaints, the following remedial actions can be offered to the complainant
by Enterprise Technology Services:

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 1. A clear explanation for the performance incident will be offered in all instances to any customer
raising a complaint.

2. A credit/discount on the service charges corresponding to the period when the performance incident
occurred may be awarded in appropriate circumstances (based on aggravating factors such as
incident severity, financial losses incurred by the customer as a result of the performance issue, etc.).

3. A customer may be granted the ability to change providers for a specific service. This remedial
measure will be reserved for exceptional circumstances in which resolution of a customer-specific
performance issue has proved historically elusive, combining severe incompliance with agreed SLE’s
or performance targets and repeated failure to implement corrective actions agreed between
Enterprise Technology Services and customer to fix the underlying performance problem.

6. Glossary: Acronyms & Definitions

6.1. Acronyms
 CUB: Customer Utility Board.

 DAS: Department of Administrative Services.

 FAQ: Frequently Asked Questions.

 FTE: Full-Time Equivalent. This is the number of working hours that represents one full-time
employee during a fixed time period, such as one month or one year.

 EM: Entrepreneurial Management.

 ETS: Enterprise Technology Services.

 SA: Service Agreement.

 SLA: Service Level Agreement.

 SLE: Service Level Expectation.

6.2. Definitions
 Billing Dispute: A customer billing dispute is any alleged inaccuracy, omission or error in relation to a
service charge or reflected on a service bill.

 Business Day: Considered every official working day of the week. Another common term is working
day. Typically, these are the days between and including Monday to Friday from 8am to 5pm and do
not include public holidays, weekends, or other closure dates observed by the state.

 Complaint (a.k.a. Performance or Service Complaint): A formal expression of dissatisfaction with

the quality of service received by a customer. A formal complaint can be motivated by one or many
unresolved service incidents, an unresolved billing dispute or, generally speaking, by any perceived
lack in the quality of operations or in the quality of services received by a customer.

 Entrepreneurial Management: Innovative public management model that uses customer choice,
competition, and policy/service separation to increase service satisfaction.
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 Incident (a.k.a. Performance or Service incident): Any event which is not part of the standard
operation of a service which causes, or may cause, an interruption to, or a reduction in, the quality of
that service. A service incident can be communicated by a customer or can be detected by the service
provider.

 Incident Management: Process for dealing with service incidents and restoring normal service
operation as quickly as possible, minimizing the adverse impact on business operations.

 Rate (Service rate): A price that incorporates the costs of delivering the service at the service levels
agreed to by both parties.

 Remediation (a.k.a. Remedies or Remedial actions/ measures): In the event of a formal complaint
raised by a customer, remediation refers to the list of actions/ measures DAS or any of its service
delivery units can take or offer to compensate and/or exact reparation to the affected customer(s)
above and beyond agreeing on an action plan to correct the underlying service problem.

 Service: A bundle of activities and resources (processes, people and IT resources) combined to
provide a clear business outcome or output/ deliverable received by the customer.

 Service Agreement: A document, signed by service provider and a single customer, reflecting
customer-specific information such as choice of services from service catalog, specific operational
procedures between the parties, or contact information for critical information systems or processes,
etc.

 Service Catalog: A description of the services and service offerings provided by a service provider.
This can be a multi-level set of information with linked and discrete hierarchies of services, child
services and specific ‘offerings’ (specific tasks) available for these services, and will typically describe
service terms, standards, packages (if available), exclusions (if applicable), etc.

 Server Instance: Separate instances of server operating systems. May be physical standalone
servers or individual virtual systems logically partitioned and hosted in a virtual environment.

 Service Level Agreement (SLA): A document, specific per service provider, which includes the
following core elements: (1) A service catalog; (2) A set of agreed SLE’s (performance targets); (3) A
statement of responsibilities of service provider and customers; and (4) A description of key service
management processes. All of these elements help improve service delivery, manage expectations,
clarify responsibilities and facilitate communication between the service provider and its customer base.

 Service Level Expectation (SLE): Written, measureable target for a service or a process
performance agreed between service provider and customers.

a. For any given service with an SLE, service performance targets will be common to all customers
(concept of utility services).

b. If a service offering includes different packages/ levels of service, different packages of the same
service can have different performance targets but these will be common to all customers of the
same package/ level of service.

 Utility Service: DAS Utility services are those most efficiently provided through DAS in order to
maximize efficiency or capture economies of scale—where it makes economic sense to have a single
supplier for all users for any of the following reasons: economies of scale; policy reasons; the need
for one integrated system; or a strong need for uniformity.

Customers of utility services are local government entities, individual state agencies and other public
17
 entities that may choose how much to purchase, but for any of the reasons cited above the choice of
supplier is limited to a single designated source.

7. Contact Data
Enterprise Technology Services:

[email protected]
Phone: 503-378-2176
Service Desk: 503-373-1000
Fax: 503-378-2736

18
8. Appendixes

8.1. Service Catalog sheets

Service Catalog
This service catalog highlights the benefit of ETS services to government organizations. It is not intended as
an ordering catalog for technology professionals and staff. It is intended as a business services catalog to
explain the services that ETS provides from the perspective of potential value to the customer, not at the
technical detail of what product is used or how services are delivered.

Why take this approach? Most organizations need standard services such as network or email, but the
specifics of how those services are delivered are unique to that organization. Solutions, not just services, are
needed. ETS services are designed with the flexibility to craft the service to ensure that it can accommodate
the organization’s unique needs before ETS actually delivers the service. That means working with the
organization’s staff before the first engagement of a new service to ensure it is designed with all the elements
and options needed.

How to get started with a new service? For most services, the customer’s first request to goes to the ETS
Solutions Team. The Solutions Team then works with the customer’s business and technical staff to identify
business needs, technical requirements and costs to provide a service designed to meets the customer’s
specific needs.

New customers of ETS, will be assigned an account manager to ensure they have everything needed to work
with ETS, from creating customer accounts on the online portal, through the billing process, to how to make
changes to services.

19
ETS Services

Service Summary Page

Data Network Services

Local Area Local area network services provide networking of computing devices within 22
Network the customers’ physical locations and to the state network, allowing:

 Computing resources such as files, printers and applications to be shared.

 Data and messages to be sent and received in a secure and reliable

manner.

State Network State network access services provide connectivity to state and agency 25
Access resources (such as servers at the SDC), to other governmental offices that are
connected to the state network, and to the Internet.

Data Storage Services

Backup Backup services create reliable copies of data, related software and supporting 28
configurations for the purpose of reproducing data from a specific point in time in
the event the original is lost, erased, damaged, or changed in error.

Data Storage Data storage services provide secure technology and capacity management to 31
store customers’ data in a manner that meets their performance and
availability needs.

IT Professional Services

IT Professional IT professional services provide general technical support and consulting to 34

Services meet customer short-term technology needs.

Managed Computing Services

Colocation Colocation services provide a secure location in an access controlled facility 36

for housing servers and related equipment that customers own and manage.
This service can assist with disaster recovery, redundancy and backups or
simply provide a physical space for proprietary equipment to be located with
hosted applications.

20
Hosting ETS engineers, builds and supports customized hosting solutions designed to 39
help customers improve IT quality, efficiency and reliability. Depending on
infrastructure needs, ETS can virtualize existing servers, build an entire
custom hosted infrastructure, or simply provide a managed server. ETS’ wide
array of professional capabilities to provide the right solution to meet
customers’ needs.

Enterprise Enterprise email services enable the sending, receiving and reviewing of 44
Email emails from Outlook clients, web browsers or mobile devices. It incorporates
calendaring and instant messaging within the email system and provides
unlimited mailbox storage.

Phone Phone services cover a broad range of capabilities that share the common 47
characteristic of voice communications, from dial tone and handsets to meet
the basic telephone communications needs of customers to capabilities such
as voice mail and call center systems to the meet more advanced business
needs.

21
 Local Area Network
1. What is the service?

a. Service Summary Local area network services provide networking of computing devices within the
customers’ physical locations and to the state network, allowing:

 Computing resources such as files, printers and applications to be shared.

 Data and messages to be sent and received in a secure and reliable manner.

b. What is LAN services provide the staff and expertise to manage the customer’s internal
included/detailed network, networking equipment such as switches and wireless access points
description of the required to provision the LAN, and all the communications protocols needed for the
features and exchange of data and messages.
benefits of the
service

c. Offerings and This service can be provided in two different ways:

options
1. Wired LAN: Devices physically connected to the LAN with cables. Wired LANs
require the use of central devices like switches, offer high reliability, and
superior performance.

2. Wireless LAN: Devices connected to the LAN without cables. Wireless LANs,
sometimes referred to as WLANs, are provided through Wi-Fi signals. They are
less reliable than wired LANs and have more limited performance capability,
but offer greater mobility.

Options:

1. Customers may also opt to have secure user remote access (end user VPN) to
allow individuals to access specified computer resources through the Internet.

2. The service provides IP addresses for devices to be connected to the LAN.

Customers may choose to manage IP addresses themselves or have ETS
manage them.

d. Service State Network Access service

prerequisites

e. (Service-specific) Customer Responsibilities:

Customer and
Provider 1. Management of customer devices, such as workstations and printers.
responsibilities
2. Management of customer device connections to the local area network.

3. Secure physical space for equipment, including power, and that is accessible to
ETS staff.
22
 Local Area Network

ETS Responsibilities:

1. Performance monitoring, management and reporting of networking equipment,

such as switches.

2. Management of the logical network components – the communications

protocols that create the system of digital message formats and rules for
exchanging data, and including signaling, authentication and error detection
and correction capabilities.

3. Provision of IP addresses for use by customer devices.

4. Hardware and software lifecycle management for network equipment and

components.

5. Maintaining and managing the network addresses for the LAN.

f. Description of Wiring, HVAC, power and backup power at the customer’s location is to be
what is not provided by the customer. ETS can assist with contracting for required wiring if
included in the necessary.
service

2. How is the service requested?

a. How is this service Services are requested through S3, the ETS secure on-line support system, at
requested https://www.oregonsdc.org. New customers may call 503-378-6758 or email
[email protected]..

b. What forms are Online general request form on S3.

used/ needed to
request this
service

c. When can you Most services can be delivered within thirty days. Some environments may take
expect to have more or less time depending on location.
your service
request fulfilled

3. How do I get help? How does the program/Service Enterprise provide support to customers of
this service?

a. Self-service There is currently no self-service support for this service.

support

23
 Local Area Network

b. Requesting If experiencing a disruption of service or severe degradation of service, call 503-

support 373-1000 (ETS Service Desk) or email [email protected] .

For changes or modifications to the service, use the general request process
through S3.

c. When can you ETS follows standardized response times for all services. Customers should
expect to get a expect ETS staff to respond within the following time frames:
response
Severity 1 service disruptions – 15 minutes
Severity 2 service disruptions – 60 minutes
Severity 3 service disruptions – 1 business day
Severity 4 service disruptions – 2 business days
Requests for changes or modifications– 3 business days

Severity levels for service disruptions are determined by the scope and impact of
the individual incident. See incident response section of SLA for description of
severity levels.

24
 State Network Access
1. What is the service?

a. Service Summary State network access services provide connectivity to state and agency resources
(such as servers at the SDC), to other governmental offices that are connected to
the state network, and to the Internet.

b. What is State network access provides:

included/detailed
description of the 1. A redundant core infrastructure.
features and
benefits of the 2. Bandwidth to the state network.
service
3. Segregated customer network environments.

4. Allocated IP address blocks.

5. Intrusion detection and monitoring.

6. Internet connectivity.

7. Tools for customers to use to monitor their agency’s network traffic.

c. Offerings and The customer has optional bandwidth choices from 9.6 kilobits to 1 gigabit per
options month.

Options: customer may choose the following additional functionality:

1. Site-to-site private networking to allow network traffic to be encrypted across

the network between two sites.

2. Secure user remote access (end-user VPN) allowing an individual to access

specified computer resources through the Internet.

d. Service Connection from the public switched network to the customer’s on site wiring. This
prerequisites is usually provided by the site owner through a conduit from a point near the
property border to a network interface device in the building, commonly called the
“demark” or demarcation point.

ETS can assist with contracting for establishing the conduit and interface if
required.

25
 State Network Access
e. (Service-specific) Customer Responsibilities:
Customer and
Provider 1. Management of customer devices, such as workstations and printers.
responsibilities
2. Management of customer device connections to the local area network.

3. Secure physical space for equipment, including power and accessible to ETS
Staff.

ETS Responsibilities:

1. Performance monitoring, management and reporting of networking equipment,

such as switches.

2. Management of the logical network components – the communications

protocols that create the system of digital message formats and rules for
exchanging data, which includes signaling, authentication and error detection
and correction capabilities.

3. Hardware and software lifecycle management for network equipment and

components.

4. Providing the IP address block for customer usage.

f. Description of Wiring, HVAC, power and backup power at the customer’s location is to be
what is not provided by the customer. ETS can assist with contracting for required wiring if
included in the necessary.
service

2. How is the service requested?

a. How is this service Services are requested through S3, the ETS secure on-line support system, at
requested https://www.oregonsdc.org. New customers may call 503-378-6758 or email
[email protected]. .

b. What forms are Online general request form on S3.

used/ needed to
request this
service

c. When can you Most services can be delivered within ninety days. Some environments may take
expect to have more or less time depending on location.
your service
request fulfilled

26
 State Network Access
3. How do I get help? How does the program/Service Enterprise provide support to customers of
this service?

a. Self-service Network traffic monitoring through tools provided by ETS at the request of the
support customer.

b. Requesting If experiencing a disruption of service or severe degradation of service, call 503-

support 373-1000 (ETS Service Desk) or email [email protected] .

For changes or modifications to the service, use the general request process
through S3.

c. When can you ETS follows standardized response times for all services. Customers should
expect to get a expect ETS staff to respond within the following time frames:
response
Severity 1 service disruptions – 15 minutes
Severity 2 service disruptions – 60 minutes
Severity 3 service disruptions – 1 business day
Severity 4 service disruptions – 2 business days
Requests for changes or modifications– 3 business days

Severity levels for service disruptions are determined by the scope and impact of
the individual incident. See incident response section of SLA for description of
severity levels.

27
 Backup
1. What is the service?

a. Service Summary Backup services create reliable copies of data, related software and supporting
configurations for the purpose of reproducing data from a specific point in time in
the event the original is lost, erased, damaged, or changed in error.

b. What is The base service includes:

included/detailed
description of the 1. A primary backup copy at the State Data Center.
features and
benefits of the 2. A secondary backup copy generated and stored offsite.
service
3. Creation of full backups which provide complete copies of the content of the
selected file.

4. Creation of incremental backups which only copies the content of the

designated files that have been changed since the last full backup, making
backup sizes and run times more economical and efficient.

5. Tools for customers to monitor usage and to restore backups.

c. Offerings and Customers define their backup requirements and are given the tools to restore their
options data. Additional assistance from ETS is available for data restoration.

d. Service Hosting service or state network access.

prerequisites

e. (Service-specific) Customer Responsibilities:

Customer and
Provider 1. Defining backup requirements and schedules.
responsibilities
2. Ensuring backup requirements and schedules are defined to ensure restoration
capability, for example data may need synchronized to a specific point in time
for systems that share data.

3. Defining retention periods of backups.

4. Performing restoration from backups.

5. Data classification of backed up data.

6. Monitoring backups to ensure appropriate backups are generated.

7. Testing of backups restores to ensure that data can be recovered when needed.

28
 Backup

ETS Responsibilities:
1. Providing and maintaining backup equipment.

2. Monitoring backup equipment functioning.

3. Establishing backups according to customer requirements and requested

schedules.
f. Description of what This service does not provide:
is not included in
the service 1. Data archiving. Data archiving is used for long-term retention of inactive data
that must be maintained for regulatory compliance and includes indexing and
search capabilities. The backup service is intended to be used to restore
corrupted or destroyed data only.

2. Disaster recovery of the hosting server environment. If the data being backed
up is from systems or applications hosted by ETS, this function may be
provided as an option under that service.

2. How is the service requested?

a. How is this service Services are requested through S3, the ETS secure on-line support system, at
requested https://www.oregonsdc.org. New customers may call 503-378-6758 or email
[email protected]..

b. What forms are Online general request form on S3.

used/ needed to
request this
service

c. When can you Most backup services can be delivered within 30 days. Some environments may
expect to have take more or less time depending on complexity.
your service
request fulfilled

3. How do I get help? How does the program/Service Enterprise provide support to customers of
this service?

a. Self-service Monitoring of backups - Backups can be monitored in two ways:

support
1. An auto generated report of backup activity distributed to emails the customer
has identified.

2. Graphical interface provided when backup service is established.

29
 Backup

Backup restoration – Backup restorations are performed using the same graphical
interface as used for monitoring.

b. Requesting If experiencing a disruption of service or severe degradation of service, call 503-

support 373-1000 (ETS Service Desk) or email [email protected] .
For changes or modifications to the service, use the general request process
through S3.

c. When can you ETS follows standardized response times for all services. Customers should
expect to get a expect ETS staff to respond within the following time frames:
response
Severity 1 service disruptions – 15 minutes
Severity 2 service disruptions – 60 minutes
Severity 3 service disruptions – 1 business day
Severity 4 service disruptions – 2 business days
Requests for changes or modifications– 3 business days
Severity levels for service disruptions are determined by the scope and impact of
the individual incident. See incident response section of SLA for description of
severity levels.

30
 Data Storage

1. What is the service?

a. Service Summary Data storage services provide secure technology and capacity management to
store customers’ data in a manner that meets their performance and availability
needs.

b. What is The base service includes:

included/detailed
description of the 1. Reserved storage space.
features and
benefits of the 2. Capacity increase/decrease upon request.
service
3. Usage reporting.

4. Customer controlled retention.

5. Storage infrastructure management

c. Offerings and Storage tiers enable customers to determine which level of storage performance
options best meets their price and availability requirements. Various solutions are available
to meet customer and application needs.

Mainframe storage is available through:

1. Disk – fully redundant, fastest recovery.

2. Tape – using automated tape library.

Options: Customers may opt for:

1. Dedicated storage: Storage on individual equipment or disk accessible by a

single host.

2. Custom usage reporting – Designed reports to meet the needs of the individual
customer.

d. Service Hosting service or state network access.

prerequisites

31
 Data Storage
e. (Service-specific) Customer Responsibilities:
Customer and
Provider 1. Defining performance requirements.
responsibilities
2. Migration of data to ETS storage.

3. Data integrity – maintaining and assuring the accuracy and consistency of the
data.

4. Classification and management of stored data.

ETS Responsibilities:

1. Storage system administration.

2. Storage system monitoring.

3. Managing system performance.

f. Description of what Backup services are provided separately from the storage service.
is not included in
the service

2. How is the service requested?

a. How is this Services are requested through S3, the ETS secure on-line support system, at
service requested https://www.oregonsdc.org. New customers may call 503-378-6758 or email
[email protected]..

b. What forms are Online general request form on S3.

used/ needed to
request this
service

c. When can you Most storage services can be delivered within 30 days. Some environments may
expect to have take more or less time depending on complexity.
your service
request fulfilled

32
 Data Storage

3. How do I get help? How does the program/Service Enterprise provide support to customers of
this service?

a. Self-service There is currently no self-service support for this service.

support

b. Requesting If experiencing a disruption of service or severe degradation of service, call 503-

support 373-1000 (ETS Service Desk) or email [email protected] .

For changes or modifications to the service, use the general request process
through S3.

c. When can you ETS follows standardized response times for all services. Customers should
expect to get a expect ETS staff to respond within the following time frames:
response
Severity 1 service disruptions – 15 minutes
Severity 2 service disruptions – 60 minutes
Severity 3 service disruptions – 1 business day
Severity 4 service disruptions – 2 business days
Requests for changes or modifications– 3 business days

Severity levels for service disruptions are determined by the scope and
impact of the individual incident. See incident response section of SLA for
description of severity levels.

33
 IT Professional Services

1. What is the service?

a. Service Summary IT professional services provide general technical support, and consulting to meet
customer short-term technology needs.

b. What is The base service provides an hourly IT resource and may be engaged in two ways:
included/detailed
description of the 1. A request for a resource to accomplish specific tasks or activities, such as
features and consulting or project management.
benefits of the
service 2. A request for a task or activity to be performed, such as a customer request to
modify a firewall.

c. Offerings and Resources can be provided for:

options
1. General technical expertise/support – Resource performs IT work for the
customer. These requests may be submitted for a specific task to be
completed or for a resource such as an application development.

2. Technical consulting – Resource recommends how IT work should be

performed. These requests would generally be submitted as a request for
consulting relating to a specific IT-related situation such as recommendation in
designing a network.

d. Service None.
prerequisites

e. (Service-specific) Customer Responsibilities:

Customer and
Provider 1. Define the work that needs to be done.
responsibilities
2. Submit the request for work.

3. Any responsibilities as agreed upon in the request or an associated statement

of work if required.

ETS Responsibilities:

1. Assignment of skilled staff to accomplish the request.

2. Management of the assigned resources.

f. Description of Hardware, software or any goods that are required to implement an IT solution is
what is not not provided as part of this service.
included in the
service
34
 IT Professional Services

2. How is the service requested?

a. How is this service Services are requested through S3, the ETS secure on-line support system, at
requested https://www.oregonsdc.org. New customers may call 503-378-6758 or email
[email protected]..

b. What forms are Online general request form on S3.

used/ needed to
request this
service

c. When can you Because of the variety of requests for IT professional services, fulfillment of the
expect to have request will vary depending on the needs.
your service
request fulfilled Most simple requests can be delivered within 5 days if the requirements of the
work are specified. More complex or longer term requests, such as a request for
project manager services, will take longer to initiate and will depend on the
availability of a resource and the needs of the requester.

3. How do I get help? How does the program/Service Enterprise provide support to customers of
this service?

a. Self-service There is currently no self-service support for this service.

support

b. Requesting The general request process through S3 should be used for changes or
support modification to an existing service.

c. When can you Customer will normally receive a response within one day.
expect to get
a response

35
 Colocation

1. What is the service?

a. Service Summary Colocation services provide a secure location in an access controlled facility for
housing servers and related equipment that customers own and manage. This
service can assist with disaster recovery, redundancy and backups or simply
provide a physical space for proprietary equipment to be located with hosted
applications.

b. What is Colocation facilities offer physical space for customer-owned equipment and
included/detailed include:
description of the
features and 1. High physical security and access control, including 24 hours video surveillance.
benefits of the
service 2. Fire detection and extinguishing devices.

3. Multiple connection feeds and bandwidth.

4. Uninterruptable and filtered power, with backup power generators.

5. Redundant air-conditioning.

6. Intrusion detection at network border.

7. Staff and automated 24x7 monitoring of environmental and physical security.

c. Offerings and Customers can choose from:

options
1. Open floor space for your equipment.

2. Caged floor space for a higher level of security.

3. Space in an existing rack.

d. Service Network access to the colocation facility.

prerequisites

36
 Colocation

e. (Service-specific) Customer Responsibilities:

Customer and
Provider 1. Managing all user-installed servers and equipment.
responsibilities
2. Ensuring co-located equipment meets all industry electrical, thermo and
magnetic standards required by the facility.

3. Complying with access control policies of facility.

4. Investigating reports of potential security vulnerabilities and removing equipment

as appropriate.

5. Hardware and software delivery, asset tracking and lifecycle.

6. Rack-mount kits for rack space.

ETS Responsibilities:

Managing and troubleshooting network equipment up to the connection to the

customer's equipment.

f. Description of what 1. This service does not provide management, maintenance, or monitoring of the
is not included in co-located equipment or applications on the equipment.
the service
2. Rack mounting kits are not included.

37
 Colocation

2. How is the service requested?

a. How is this service Services are requested through S3, the ETS secure on-line support system, at
requested https://www.oregonsdc.org. New customers may call 503-378-6758 or email
[email protected]..

b. What forms are Online general request form on S3.

used/ needed to
request this
service

c. When can you Open floor space and rack space can usually be provided within two weeks.
expect to have
your service
request fulfilled

3. How do I get help? How does the program/Service Enterprise provide support to customers of
this service?

a. Self-service There is currently no self-service support for this service.

support

b. Requesting If experiencing a disruption of service or severe degradation of service, call 503-

support 373-1000 (ETS Service Desk) or email [email protected] .

For changes or modifications to the service, use the general request process
through S3.

c. When can you Under standardized response times, customers should expect ETS staff to respond
expect to get a to the requests for changes or modifications within three business days.
response

38
 Hosting
1. What is the service?

a. Service Summary ETS engineers, builds and supports customized hosting solutions designed to help
customers improve IT quality, efficiency and reliability. Depending on infrastructure
needs, ETS can virtualize existing servers, build an entire custom hosted
infrastructure, or simply provide a managed server. ETS’ wide array of professional
capabilities to provide the right solution to meet customers’ needs.

b. What is Hosting services provide the technical infrastructure and support services for
included/detailed customers to install, operate and maintain their applications and services on a
description of the variety of operating system platforms.
features and
benefits of the The base service includes:
service
1. Infrastructure and operating system to host the customer application or system.

2. Infrastructure and operating system management and administration.

3. Network connectivity within the state data center.

4. Secure access control.

5. Operating system monitoring.

ETS can customize services to meet the individual requirements of the customer.

c. Offerings and Hosting services are available on the following operating system platforms:
options
1. Mainframe

 z/OS

2. Midrange:

 Unix

 iSeries

3. Server:

 Linux

 Windows

4. Middleware:

 WebSphere
39
 Hosting

 ColdFusion

 Oracle Application Services

Options: Additional options that the customer may choose to include:

1. Data storage.

2. Backup, including off-site storage.

3. Disaster recovery – Recovery or continuation of the technology infrastructure,

not the customer application or system, in the event of a natural or human-
induced disaster.

4. Application monitoring – Performance monitoring of the customer application or

system.

5. Batch monitoring and job scheduling – Scheduling and monitoring of computing

functions that run in the background of a customer application or system.

6. Hosting at customer site – An operating system platform provided at a site

requested by the customer rather than the state data center.

7. Secure data transfer – Encryption and authentication to ensure that data is

concealed in transit and that the sending and receiving systems are the
intended systems.

8. Test and development operating systems – Operating systems platforms for

the application or system developers to use prior to the application or system
being place in production for use.

d. Service 1. All customer applications and systems be appropriately licensed.

prerequisites
2. State network access (See state network access for description).

3. Compliance with requirements of Statewide IT Policy 107-004-130, Information

Technology Investment Review/Approval if appropriate.

40
 Hosting
Customer Responsibilities:
e. (Service-specific)
Customer and 1. Providing and maintaining application services and associated data.
Provider
responsibilities 2. Data/application business continuity.

3. Installation of customer applications or systems.

4. Configuration of customer’s application or system.

5. Migration of data associated with customer application or system.

6. End-user devices (desktops, printers, plotters, etc.) and management of those

devices.

7. Power and cooling for customer-site systems.

8. End user testing of customer application or systems.

9. Customer application or system change management.

10. Customer application or system security.

ETS Responsibilities:

1. Infrastructure and system software management:

 Operation and support of the hardware.

 Hardware and system software lifecycle management.

 Security.

 Patch management.

 Troubleshooting and tuning of environments for optimum availability and

performance.

 Equipment and operating system monitoring.

 Scheduled and ad hoc maintenance.

 Managed equipment and system software configuration.

2. 24 x 7 support.

3. Redundant power sources and climate control for equipment at the state data
center.

4. Operating system platform and system software change management.

5. Operating system platform and system software security.

41
 Hosting

f. Description of what 1. Customer application or system to be installed.

is not included in
the service 2. Customer application or system configuration.

3. Development, debugging or maintenance of customer application or system.

4. Administration of the customer application.

5. Installation of the application or system.

6. Migration of customer data.

7. De-installation of customer applications, systems or data.

8. Support for end-user devices such as desktops or printers

2. How is the service requested?

a. How is this service Services are requested through S3, the ETS secure on-line support system, at
requested https://www.oregonsdc.org. New customers may call 503-378-6758 or email
[email protected]..

b. What forms are Online general request form on S3.

used/ needed to
request this
service

c. When can you Most hosting options can be delivered within the timeframes listed below:
expect to have
your service 1. Mainframe – 90 days
request fulfilled
2. Midrange – 60 days

3. Middleware – 30 days

4. Servers – 30 days for virtual servers

90 days for physical servers

Some set ups may take more or less time depending on complexity.

42
 Hosting

3. How do I get help? How does the program/Service Enterprise provide support to customers of
this service?

a. Self-service There is currently no self-service support for this service.

support

b. Requesting If experiencing a disruption of service or severe degradation of service, call 503-

support 373-1000 (ETS Service Desk) or email [email protected] .

For changes or modifications to the service, use the general request process
through S3.

c. When can you ETS follows standardized response times for all services. Customers should
expect to get a expect ETS staff to respond within the following time frames:
response
Severity 1 service disruptions – 15 minutes
Severity 2 service disruptions – 60 minutes
Severity 3 service disruptions – 1 business day
Severity 4 service disruptions – 2 business days
Requests for changes or modifications– 3 business days

Severity levels for service disruptions are determined by the scope and impact of
the individual incident. See incident response section of SLA for description of
severity levels.

43
 Enterprise Email

1. What is the service?

a. Service Summary Enterprise email services enable the sending, receiving and reviewing of emails
from Outlook clients, web browsers or mobile devices. It incorporates calendaring
and instant messaging within the email system and provides unlimited mailbox
storage.

b. What is The service is based on number of mailbox accounts. Each account includes:
included/detailed
description of the 1. Oregon.gov and a state.or.us email address for each mailbox account.
features and
benefits of the 2. Archiving, search and discovery capabilities based on a customer determined
service retention and customizable retention period.

3. Effectively unlimited email storage to prevent denial of service attacks and to

provide easier mailbox management for users.

4. Ability to access emails through Outlook Client, web browser and/or mobile
devices depending on the needs of the customer.

5. Calendaring with the ability to share calendar information with other

enterprise email system customers.

c. Offerings and The service is all inclusive of the items listed above. Customers can choose not to
options take advantage of all features, such as instant messaging or calendar sharing
across enterprise email customers.

Options: Customers have the following options relating to managing of their

agency’s mailbox accounts:

1. Password resets:

 Allow end users to reset their own passwords; or

 Require password resets by designated staff only.

2. Account administration such as the ability to add, delete or change accounts

and synchronizing with the global directory:

 Designate agency staff as account administrators.

 Have ETS administer accounts with designated agency staff authorizing

account changes.

44
 Enterprise Email
d. Service For use with Outlook, Outlook 2007 or newer is required.
prerequisites

e. (Service-specific) Customer Responsibilities:

Customer and
Provider 1. Compliance with Statewide Policy 107-004-110, Acceptable Use of State
responsibilities Information Assets.

2. Email client licenses and management of Outlook if used.

3. Mobile device and web browser configurations and management.

4. Public records requests and HR inquires management.

5. Password resets if self-service password reset option not enabled.

6. Account authorization if ETS managing accounts; account management if

agency managing accounts.

ETS Responsibilities:

1. Email infrastructure and system maintenance and support.

2. Backup of email and calendar data.

3. Run customer requested scripts in ETS approved task automation and

configuration management frameworks.

f. Description of what Federation with other email systems: At the option of the customer features such
is not included in as calendar sharing and instant messaging can be used between customers using
the service the enterprise email. Without federation, these features cannot be used with
agencies not in the enterprise email system.

2. How is the service requested?

a. How is this service Services are requested through S3, the ETS secure on-line support system, at
requested https://www.oregonsdc.org. New customers may call 503-378-6758 or
[email protected]..

b. What forms are Online general request form on S3.

used/ needed to
request this
service

c. When can you Customers requesting this as a new service will be queued for migration and can
expect to have expect a six to eight weeks preparation time once planning begins.
your service
request fulfilled

45
 Enterprise Email

3. How do I get help? How does the program/Service Enterprise provide support to customers of
this service?

a. Self-service Optional self-service password resets.

support

b. Requesting If experiencing a disruption of service or severe degradation of service, call 503-

support 373-1000 (ETS Service Desk) or email [email protected].

For changes or modifications to the service, use the general request process
through S3.

c. When can you ETS follows standardized response times for all services. Customers should
expect to get a expect ETS staff to respond within the following time frames:
response
Severity 1 service disruptions – 15 minutes
Severity 2 service disruptions – 60 minutes
Severity 3 service disruptions – 1 business day
Severity 4 service disruptions – 2 business days
Requests for changes or modifications– 3 business days

46
 Phone

1. What is the service?

a. Service Summary Phone services cover a broad range of capabilities that share the common
characteristic of voice communications, from dial tone and handsets to meet the
basic telephone communications needs of customers to capabilities such as voice
mail and call center systems to the meet more advanced business needs.

b. What is The service includes procurement, installation, management and versioning of

included/detailed hardware and software required by customers to connect to and use the voice
description of the telecommunications capabilities they need. The basic service includes the
features and equipment and software, the dial tone and phone feature training required to
benefits of the effectively use the capabilities the customer needs.
service

c. Offerings and In addition to basic phone systems, phone services also provide a wide variety of
options value-added options including:

 Call center equipment and services for call queuing, monitoring, routing and
usage reporting.

 Call management features such as voice mail, call rerouting, call trace
coordination, customize scripts, remote call forwarding, conference, and
directory listings.

 Interactive voice response (IVR) for automated phone answering and routing.

 Long distance services, including calling cards, toll-free numbers and

international calls.

d. Service None.
prerequisites

e. (Service-specific) Customer Responsibilities:

Customer and
Provider 1. Defining phone service needs
responsibilities
2. Impact analysis of proposed changes on the customer’s applications

3. Testing changes prior to general release to end users

ETS Responsibilities:

1. Oversight of state agency voice projects.

2. Ensuring adherence to state standards, contracts, statutes and administrative

rules.
47
 Phone

3. Phone additions, moves and changes.

4. Definition and management of log and archive files.

5. Monitoring, troubleshooting and tuning of environments for optimum

performance and availability.

f. Description of what The following items are not included with the service, but may be available through
is not included in a custom solution or another ETS service:
the service
1. Construction, wiring, and power within and to customer sites.

2. LAN configuration required for VOIP for customers supporting their own
network.

3. Cellular telephone service.

4. Call encryption.

2. How is the service requested?

a. How is this service 1. Voice Help Desk: 1-800-422-0124

requested
2. E-Mail: [email protected]

b. When can you Delivery times vary depending on the complexity of the request.
expect to have
your service Standard move/add/change/disconnect service of 20 phones or less is completed
request fulfilled within 5-7 business day.

3. How do I get help? How does the program/Service Enterprise provide support to customers of
this service?

a. Self-service There is currently no self-service support for this service.

support

b. Requesting Repair Desk: 1-800-422-0124

support Remote Changes: [email protected]
[email protected]
[email protected]

c. When can you Within 15 minutes.

expect to get a
response

48
 8.2. SLA performance measure data dictionary

SLA Metric #1: Server Availability

Description: Availability is the ability of a service to perform its agreed function when required over a stated
period of time. It is usually expressed as the availability ratio, i.e. the proportion of time that the service is
actually available for use by the Customers within the agreed service hours.

Purpose: Availability is one of the most critical quality attributes associated with the delivery of information
technology services. Enterprise Technology Service’s tracks the availability of key IT services to help ETS
“provide reliable, agile and flexible statewide service choices”, which is one of the strategic guiding principles
laid out in ETS strategic plan in order to provide efficient and effective government infrastructure.

Comparability: Availability is an industry standard metric for information technology services. Comparison to
private industry may be difficult due to variations in calculation methodology. Public sector providers are more
likely better comparators. (ex. Virginia Information Technologies Agency Critical server instances with disaster
recovery have an aggregate availability target of 99.9%.)

Metric calculation formula:

A= [(B-C)/B] *100, where

 A= % of Availability of applicable server instances during measurement period.
 B= Total expected Service Hours for applicable server instances during measurement period.
 C= Down Time Hours applicable server instances during measurement period.
 Quotient is multiplied by 100 to calculate the percent figure.

Detailed measure definition/ clarification

 Server availability is measured by server instance, which is defined as each separate instance of
server operating system. This may be physical standalone server or an individual virtual system
logically partitioned and hosted in a virtual environment.

 Applicable server instances include

o Windows, Linux and ESX distributed physical / virtual servers.
o ETS will track availability of servers hosted at the SDC and field offices.
o All servers by function (1) Application servers, 2) Database servers, 3) File servers, 4)
Webservers, 5) Email servers, 6) Communication servers, 7) Proxy servers, 8) Backup servers.

 (B): The Total Expected Hours is the total number of hours within a given period that all instances of a
service were expected to be available. (e.g. Server availability for the month of January for a 24x7
service with a 110 hrs. of maintenance window and 1500 servers: 31 x 24 - 110= 634 x 1500 = 951,000
hours).
o For the avoidance of doubt, scheduled maintenance window hours agreed between ETS and its
customer base for each server will be excluded from the calculation of Total Service Hours,
whether the maintenance window is actually used or not.

 (C): Down Time hours will be calculated from the performance and availability monitoring tool WhatsUp
Gold. WhatsUp Gold uses Ping validation verifying the acceptance of requests to record Down Time

 Exclusions:
o Server instances running on Mainframe platform and midrange servers will be excluded from
both denominator and numerator.
49
Baseline: Baseline was set using the previous SLA and targets remain unchanged.

SLE (Service Level Expectation/ performance (quantitative) target):

Hosting at ETS sites: 99.9%

Hosting at customer sites: 99.0%

Frequency of reporting / timeliness: Data collected monthly, and reported quarterly.

SLA Metric #2: Router Availability

Description: Availability is the ability of a service to perform its agreed function when required over a stated
period of time. It is usually expressed as the availability ratio, i.e. the proportion of time that the service is
actually available for use by the Customers within the agreed service hours.

Purpose: Availability of network routers is one of the most critical quality attributes associated with the
delivery of network connectivity services. Availability of routers is tracked to ensure ETS can “provide
reliable, agile and flexible statewide service choices”, which is one of the strategic guiding principles laid out in
ETS strategic plan in order to provide efficient and effective government infrastructure.

Comparability: Router availability is an industry standard metric for network connectivity services. Comparison
to private industry may be difficult due to variations in calculation methodology.

Metric calculation formula:

A= [(B-C)/B] *100, where

 A= % of Availability of applicable routers during measurement period.
 B= Total Expected Service Hours during measurement period.
 C= Down Time Hours during measurement period.
 Quotient is multiplied by 100 to calculate the percent figure.

Detailed measure definition/ clarification

 Applicable routers include

o All routers at the State Data Center that can be found in the Statseeker tool
o All field office routers that can be found in the Statseeker tool

 (B): The Total Expected Service Hours is the total number of hours within a given period that all
instances of a service were expected to be available. (e.g. Router availability for the month of January
for a 24x7 service with a 110 hrs. of maintenance window and 1500 Routers: 31 x 24 - 110= 634 x 1500
= 951,000 hours).
o For the avoidance of doubt, scheduled maintenance window hours agreed between ETS and its
customer base for each router will be excluded from the calculation of Total Service Hours,
whether the maintenance window is actually used or not.

 (C): Down Time hours will be calculated from the performance and availability monitoring tool
Statseeker. Statseeker uses Ping validation verifying the acceptance of requests to record Down Time

 Exclusions:
o Router availability does not track availability of other network devices providing connectivity to
the network. Thus, the following network devices are excluded from both the denominator and
numerator of this performance measure:
 Switches
50
Baseline: Baseline was set using the previous SLA and targets remain unchanged.

SLE (Service Level Expectation/ performance (quantitative) target): 99.7%

SLA Metric #3: Backup Job Success

Description: Backup Job Success is the percent of back up jobs that complete without error. Jobs are tasks
that backup a particular set of data on a periodic basis. Success is reported when there are no serious errors
that prevent the task from completing.

Purpose: This metric is used to help determine the likelihood of the customer being able to restore data from
a backup.

Comparability: ETS have not found another organization that measures this metric.

Metric calculation formula:

A= (B/C)*100, where
 A= Backup Job Success rate.
 B= Total number of jobs that completed successfully in the measurement period.
 C= Total number of scheduled jobs executed in the measurement period.

Detailed measure definition/ clarification

 (B): Total number of jobs completed successfully is the number of jobs that the ETS backup software
(CommVault) reports as successful.

 (C): Total number of jobs scheduled is the number of scheduled jobs executed by the ETS backup
software (CommVault) in the measurement period.

Baseline: Baseline was set with data from July 2013 through July 2014

SLE (Service Level Expectation/ performance (quantitative) target): 98.5%

Frequency of reporting / timeliness: Data is obtained from automatic CommVault reports published every
30 days, which will be aggregated and reported quarterly.

SLA Metric #4: Backup File Success

Description: Backup File Success is the percent of files that complete without error. Files are tasks that
backup a particular set of data on a periodic basis. Success is reported when there are no serious errors
that prevent the task from completing.

Purpose: This metric is used to help determine the likelihood of the customer being able to restore data from
a backup.

Comparability: ETS have not found another organization that measures this metric.

51
Metric calculation formula:

A= (B/C)*100, where
 A= Backup File Success rate
 B= Total number of files that completed successfully in the measurement period
 C= Total number of scheduled files executed in the measurement period

Detailed measure definition/ clarification

 (B): Total number of files completed successfully is the number of files that the ETS backup software
reports as successful.

 (C): Total number of files scheduled is the number of files scheduled by the ETS backup software.

Baseline: Baseline was set with data from July 2013 through July 2014.

SLE (Service Level Expectation/ performance (quantitative) target): 99.9%

Frequency of reporting / timeliness: Data is obtained from automatic CommVault reports published every
30 days, which will be aggregated and reported quarterly.

SLA Metric #5: On-time server delivery

Description: Percent of requests for distributed servers or server instances delivered in the measurement
period for which the delivery date agreed upon between customers and ETS staff has been met .

Purpose: This metric is used to ensure that customer servers are delivered when expected. The intent of this
measure is to track the frequency with which ETS meets the mutually agreed upon timeframe to deliver new
servers or server instances, which was identified by ETS customers as one of the most critical quality
attributes associated with the delivery of hosting services.

It is expected that tracking and reporting on this measure will help DAS & ETS management and customer
members of the ETS Customer Board to understand and make data-driven decisions regarding:

 ETS hosting services workflow / processes.

 Management of customer expectations.
 Resource/ workload balancing.

Comparability: Many divisions or programs within DAS track similar timeliness performance measures,
which allows for comparability of performance between different units/ service providers within DAS.

 DAS Procurement Services tracks and reports the percent of times the program meets the contract
estimated completion date (E.C.D.) agreed to with the customer agency at the outset of the contract
development process. The performance target for this measure is 85%.

 DAS Construction and Project Management Program tracks and reports the percent of times
construction projects are completed by the initial agreed upon delivery date (A.D.D.). The performance
target for this measure is 90%.

52
 DAS Maintenance Services tracks and reports the percent of times the program is able to meet the
agreed delivery date (A.D.D.) for maintenance projects. The performance target for this measure is 95%.

 DAS Publishing and Distribution tracks and reports the percent of times the program is able to meet the
agreed delivery date (A.D.D.) for printing and / or mailing jobs. Target performance is 96% for print jobs
and 98% for mail jobs.

 NIC USA, a leading vendor of government e-government services, negotiated a similar measure in its
SLA with Oregon State Government, with a 90% target for the delivery of web sites, online services, and
secure payment processing solutions within a 20% variance for each delivery.

Metric calculation formula:

A= (B/C)*100, where
 A= Percent (%) of server instance requests delivered on time.
 B= Total number of tickets for new server instances delivered on time in the measurement period.
 C= Total number of tickets for new server instances closed in the measurement period.
 Quotient is multiplied by 100 to calculate the percent figure.

Detailed measure definition/ clarification

 Tracking this SLA measure requires logging a) A.D.D. (Agreed Delivery Date- this is the mutually agreed
upon date for the delivery of the server instance) b) date of actual delivery by ETS.

 B = Numerator
o The numerator includes all the server instance requests that were delivered in the measurement
period and were delivered on time.

 A server instance request delivered on time means it is delivered on or before the agreed upon
Delivery Date.

o When customer agencies submit orders for new server instances, they may enter a
desired delivery date on the order request. Upon receipt of the order, ETS staff will
contact the customer agency to gather detailed business requirements. Once ETS and
the customer agree on the requirements and ETS determines the solution design for the
request, the customer will be notified about the solution design and the delivery date,
which will become the Agreed Delivery Date that ETS will log for the server instance
request. For the avoidance of doubt, performance tracked by this measure will be
measured up against this Agreed Delivery Date (A.D.D.), not against the desired
installation date originally submitted by customer agencies at the time of order
submission.

o After the A.D.D is established it can’t be modified, unless the customer asks in writing for
changes to the order / solution design (e.g., a request to change the scope of the order or
the configuration of the server instance) and ETS communicates (in writing) a need to
modify or renegotiate the agreed delivery date as a result of this change, in which case a
new A.D.D. may be agreed upon by both parties. The customer will be notified in all
instances prior to any change to the agreed upon Delivery Date.

o All other changes to the customer solution design or to the project to deliver the server
instance solution (changes in scope, server configuration, budget, resources, etc.) which
may result in ETS changing the delivery date for the requested server instance will not
have an effect on the A.D.D., irrespective of the impact experienced by the customer
53
 because of the change in the delivery date (whether or not the customer can
accommodate with ease to the new delivery date).

 C = Denominator
o The denominator includes all server instance requests that were delivered in the measurement
period.

 This includes requests for new physical and virtual server instances.

 A server instance is delivered in the measurement period if the date the server instance is
operational and available for the customer to use (installed and deployed in the customer
production environment after appropriate configuration and testing) occurs between the first
and the last day of the measurement period

 Exclusions
o The following are excluded from both the denominator and the numerator of this performance
measure.
 Requests for servers from ETS.
 Requests for Mainframe and Midrange servers.

Baseline: Baseline was set using the previous SLA and target remains unchanged.

SLE (Service Level Expectation/ performance (quantitative) target): 90%

Frequency of reporting / timeliness: Data to be collected monthly, and reported quarterly.

SLA Metric #6: Success of server patching

Description: Percent of Windows based server instances successfully patched after patching cycle occurs.

Purpose: This metric is used to ensure that managed systems are stable and secure. Patches are used to
fix security vulnerabilities, and improve the usability or performance of the server.

Comparability: ETS has not found another organization that measures this metric.

Metric calculation formula:

A= (B/C)*100, where
 A= Percent (%) of Windows based server instances fully patched (VIRTUAL/ PHYSICAL).
 B= Total number of servers Windows based instances successfully patched in the measurement
period with all intended patches.
 C= Total number of Windows based server instances that ETS is responsible for patching when
patches were applied in the measurement period. This includes servers at end of life that no longer
have available patches.
 Quotient is multiplied by 100 to calculate the percent figure.

Detailed measure definition/ clarification

 Success of server patching is calculated over server instances successfully patched. A server instance
is defined as each separate instance of server operating system. This may be physical standalone
server or an individual virtual system logically partitioned and hosted in a virtual environment.

 B= Numerator
54
 o Total number of successfully patched servers is calculated by adding up the number of server
instances where patching should be applied and all intended patches for each server instance
were successful.
o Patches includes all patches with a severity rating level of Low to Critical.

 C= Denominator
o Total number of Windows bases server instances ETS is responsible for patching.
o Includes servers at end of life where patching is no longer available.
o Includes servers which have agency exceptions during the reporting period.

 Exclusions
o All Midrange and Mainframe servers
o All Distributed servers that are not running on Windows operating system (E.G, Apache, etc.)
o All network devices (routers, switches, proxy servers, etc,)

Baseline: TBD

SLE (Service Level Expectation/ performance (quantitative) target): TBD

Frequency of reporting / timeliness: Data is expected to be collected quarterly and reported.

SLA Metric #7: Percent of Time to Respond within Standard Expectation

Description: Time to respond is the time between when a Service Disruption ticket is created in the ETS
Request Tracker (RT), and the time ETS staff acknowledges customer requests and provides initial contact
to gather requirements in a non-automated way. There are different expected times to respond based on the
severity of the outage.

Purpose: This metric is used to ensure that customer is aware that ETS is responding to an incident in a
timely manner and that systems are restored as quickly as possible.

Comparability: This measure is a widely used IT industry metric. Common target = 90%.

Metric calculation formula:

A= (B/C)*100, where
 A= Percent (%) Time to Respond.
 B= Total number of incidents closed in the measurement period for which ETS had responded to
within the agreed upon timeframe.
 C= Total number of incidents closed in the measurement period.
 Quotient is multiplied by 100 to calculate the percent figure.

Detailed measure definition/ clarification

 Data reported by the initial severity level of the service disruption ticket.
 B = Numerator
o The number of incidents responded to within standard time is the number of service disruption
tickets that ETS responded to via the Request Tracker system replied to within the standard time
for the initial severity level.
 C = Denominator
o The denominator tracks the total number of Service Disruption tickets closed in the
measurement period.
o This includes all Service Disruption tickets regardless of the reason for the disruption or if ETS
55
 created the ticket without a customer request occurring.

Baseline: Baseline was set using the previous SLA and targets remain unchanged.

SLE (Service Level Expectation/ performance (quantitative) target):

Severity 1 Percent of Severity 1 incidents will be responded

Time to Respond to within 15 minutes. 90%

Severity 2 Percent of Severity 2 incidents will be responded

Time to Respond to within 1 hour. 90%

Severity 3 Percent of Severity 3 incidents will be responded

Time to Respond to within 1 business day. 95%

Severity 4 Percent of Severity 4 incidents will be responded

Time to Respond to within 2 business days. 95%

Frequency of reporting / timeliness: Data is expected to be collected monthly, and reported.

SLA Metric #8: Percent of Time to Restore within Standard Expectation

Description: Time it takes to resolve an ETS Service Disruption incident. It is measured from the time a
Service Disruption ticket is created in the ETS Request Tracker (RT), until the time the issue has been
marked as being resolved.

Purpose: This metric is used to ensure that customer systems are restored as quickly as possible.

Comparability: This measure is a widely used IT industry metric. Targets vary due to differences in the
standards for restore time.

Metric calculation formula:

A= (B/C)*100, where
 A= Percent (%) Time to Restore.
 B= Total number of incidents closed in the measurement period for which ETS had resolved within
the agreed upon timeframe.
 C= Total number of incidents closed in the measurement period.
 Quotient is multiplied by 100 to calculate the percent figure.

Detailed measure definition/ clarification

 Data reported by the final severity level of the service disruption ticket.
 B = Numerator
o The number of incidents restored to within standard time is the number of service disruption
tickets that ETS resolved via the Request Tracker system within the standard time for the final
severity level.
56
  C = Denominator
o The denominator tracks the total number of Service Disruption tickets closed in the
measurement period.
o This includes all Service Disruption tickets regardless of the reason for the disruption or if ETS
created the ticket without a customer request occurring.

Baseline: Baseline was set using the previous SLE

SLE (Service Level Expectation/ performance (quantitative) target):

Severity 1 Percent of Severity 1 Type 1 incidents will be restored

Time to Restore within 6 hours. 70%
Percent of Severity 1 Type 2 incidents will be restored
within 24 hours.

Severity 2 Percent of Severity 2 Type 1 incidents will be restored

Time to Restore within 6 hours. 75%
Percent of Severity 2 Type 2 incidents will be restored
within 24 hours.

Severity 3 Percent of Severity 3 incidents will be restored within

Time to Restore 1 business day. 75%

Severity 4 Percent of Severity 4 incidents will be restored within

Time to Restore 3 business days. 85%

Frequency of reporting / timeliness: Severity 1 & 2 incidents will be reported on a 6 month rolling basis.
Severity 3 & 4 will be reported on a 3 month quarterly basis. All data is collected monthly.

8.3. Rate methodologies

In 2013/15, ETS adopted a new rate development process that enables the successive refinement of budget
planning and rate development.

The objectives included:

 To develop rates that represent the true cost of delivering a service.

 To foster the “business within a business” philosophy within the ETS organization.

 To develop documentation that is transparent so that rates can be scrutinized internally and externally.

A complete description of the methodology for ETS rates can be found by following the link below.
http://www.oregon.gov/DAS/ETS/Pages/rates.aspx
57