Service Level Agreement

Scope of Agreement

Our Service Level Agreement describes the TDS Operational Services provided to clients in support of their ongoing business. This is used in conjunction with customer-specific agreements for particular services. It does not describe other TDS services, such as application development or business systems analysis, which are managed on a project basis.

Table of Contents

1. General Terms of Service 6. Communication Methods
2. Warranty and Liability 7. Change Management Processes and Customer Requests
3. Services Provided 8. Problem Severity and Response Time
4. System Availability and Downtime 9. Billing
5. System Monitoring  

Summary of Service Information

TDS Staff Availability

  • TDS staff services generally available M-F, 8am - 5pm.
  • After-hours help through Service Desk: (650) 725-8000.
  • 24x7 response to Severity Level 1 outages for critical business systems.

Data Center Access

  • Escorted access by appointment (M-F, 8am - 5pm).

Scheduled Downtime

  • Systems accessible via the network 24x7, except for regularly-scheduled maintenance downtime.
  • Standard downtime maintenance on Wednesdays, 3am - 6am.
  • Other windows negotiated with each client, occurring between 7am and 7pm.
  • Clients given at least three business days' notice of scheduled downtime.

Client Communications

  • Client-specific email list (membership is set up and maintained by the client).
  • This list will be used to communicate announcements, planned maintenance, and operational status of both systems and applications.

Customer Requests

  • Non-emergency requests must be submitted via HelpSU ticket. Requests must include:
    • Client name
    • System name
    • Application name
    • Nature of the request
    • Date the change is needed
    • Problem severity (Level 1, 2, 3 or 4)
  • Emergency requests must be submitted either in person or via the Data Center hotline at (650) 725-8000.  If the call transfers to voicemail, leave a message with your name and a phone number.  The on-call Systems Administrator will be automatically paged within 5 minutes and will return your call.

System Requests Authority

  • Clients must provide a list of those with the authority to make changes, including name, email address, and phone numbers for work, home, and cell.