Service Description

Service Overview

Service Level Management

• KPIs
  • Successful Authentications Daily as a trendline (daily report that runs)
  • Failed Authentication attempts daily (from a Box perspective) (daily report that runs)
  • Utilized Storage (aggregate) / Total Storage available (trendline) (daily report that runs)
  • Adoption % of faculty/staff/students (monthly roll-up report in admin console)
  • Availability and Uptime of tufts.box.com (monitored against 100% uptime)

SLAs and exceptions

• Service Agreements
  • UIT EULA - http://uit.tufts.edu/?pid=840
• SLAs
  • Cases are assigned a priority by Box in accordance with the error/request's impact. Acknowledgement and resolution times are targeted according to the priority assigned. Specifics for these times are listed in Exhibit B sections B.4.2 and B.4.3 of the Box/Tufts contract.

Identify support tiers & Escalation Procedures

• 0 Tier: Self Service (User Driven discovery & documentation)
  • Expected Self-Service resources: Box Documentation linked from Tufts landing public site
• 1st Tier: Client Support Services
  • Account Management
  • Onboarding Users
  • Quota Adjustments
  • Troubleshooting/Support on applications and sharing permissions
• 2nd Tier: Technical Support Services
  • Brand Administration
  • Approving/Restricting Applications
  • Individual Quota Modifications or mass quota modifications
  • Sharing recommendations
• 3rd Tier: Enterprise Systems and Services
  • Authentication through ADFS and single sign-on
  • Storage capacity planning and changes to the service licensing
  • Automation of account provisioning deprovisioning
  • Escalation and management of enterprise-wide incidents to Box.com
• 4th Tier: Box.com Enterprise Support
  • See Attachments for Escalation Process, may only be escalated from the third tier.

Escalation Queues

• Tech Connect Queues
  • Define categorization and assignments for Tech Connect
    • Rename "Personal and Departmental Storage (P&Q)" to just "Storage"

Monitoring

• Authentication environment is monitored by SCOM, and alerts the ESS on-call.
• Box Portals are monitored by iCinga, and alerts the ESS on-call. (tufts.box.com)
• Box is a cloud service, the environment itself is run from datacenters across the US.

Release/Deployment Management

• Create LANDesk  client install package
• Create LANDesk patch management rule.
• Determine system services to monitor for security.
• Determine event management triggers

Service and Validation Management

• Deployed releases and the resulting services meet customer expectations
• Knowledge Management, Campus Readiness, Marketing
• Documentation

• • Application Flow (including integration and dependencies)
• Installation and Configuration
  • Installation checklists and configuration instructions
• Access/Request Management
  • Service ordering and billing, User/client configuration requests, Access Control
• Change and Release Management
  (Change notification and approval, Back-up and Restore, Replacement, Patching)
  • Recurring downtime: targeted for third Saturday of the month from 12:00 AM to 4:00 AM PST.
  • Scheduled downtime: Box will provide Tufts with at least 72 hours prior written notice scheduled downtime for planned upgrades and maintenance. Downtime will be limited to 4 hours maximum and, wherever possible, be targeted for Sundays or off-peak hours.
• Early Warranty Period - Monitor and report on service targets
  • Box will provide a certain level of support initially during implementation. Tufts will closely monitor deployment to the enterprise during the implementation phases using administrative tools provided through Box.