Server Policy
To ensure that we are effectively utilizing our resources and to assure proper configuration and support, all servers in the College of Business Administration and Economics will fall under a specified service level agreement as outlined below. To receive support from lab personnel, all servers that are brought online must receive approval from the Computer Operations Manager and will be assigned to a SLA level.
Each server will fall under a SLA Level. Regardless of the level of support the following must be noted for all servers in the College :
- Unless, purchased by the College, the server hardware components are the responsibility of the department. The BC Lab cannot be responsible for server outages due to insufficient hardware, lack of data redundancy, warranty issues or specific vendor issues.
- All software installed on servers must be licensed by the department or college.
- Servers that have been compromised or that have experienced a breach of security will be taken offline immediately, and will remain offline until the problem is resolved, regardless of their purpose.
- Lab personnel can only be responsible for installing applications and assuring functionality and are not to serve as tutors to classes which utilize the servers.
Level 1: Full Support / Critical Server
These servers will be treated as critical servers and any support issues will be treated as high priority to the extent of available resources and may include support issues outside of regular support hours*.
- Servers will be built and maintained by lab personnel
- Physical access to server will be limited to lab personnel and responsible faculty member
- Servers will run backups (Daily differentials and Weekly full) on all files unless responsible faculty member approves omissions of files and/or directories
- Only lab personnel and responsible faculty member will have administrative rights
- These should ONLY include servers that are critical to college operations
All changes made to the server by responsible faculty will be provided to lab personnel in written documentation.
Level 2: Escalated Support/Important Servers
These servers will be treated as important servers with escalated priority limited to regular support hours.
- Servers may be built and maintained by lab personnel or responsible faculty member
- Physical access to server will be limited to lab personnel and responsible faculty member
- Servers will be backed up only at the request of responsible faculty member
- Only lab personnel and responsible faculty member will have administrative rights
- These should include servers that play an important role in the College but are not deemed critical to college operations
Lab personnel cannot be responsible for wrong configurations or changes made by non-lab personnel; support issues that arise from these situation will not be determined high priority.
Level 3: Standard Support/Non-Critical Servers
These are servers that faculty/staff wish to maintain themselves and will not receive an escalated priority. Support issues will be managed as all other support issues in the College during regular support hours.
- Servers may have various faculty members, student employees and/or GA's granted administrative rights
- Lab Personnel may or may/not have physical access or administrative rights to servers; understanding that denial of either of these may delay support
- Lab personnel is not to act as tutors to aid student employees in building and supporting servers; this responsibility should fall on the appropriate faculty member
- Lab personnel cannot be responsible for wrong configurations or changes made by non-lab personnel; lab personnel may not be able to resolve support issues that arise from these situations
- These servers are deemed to be non-critical to College operations
Backups will only be performed on request and to the extent that the information is official College business.
* Regular support hours are defined as the normal times that technicians are scheduled. This schedule is Monday - Thursday 7:30am - 6:30pm and Friday 7:30 am - 5pm. Technicians will be available 8am - 5pm all non-class day in which the University is officially opened. |