UBC Network Service Level Agreement

1) Service Description

UBC Network Connectivity Services is a set of services which, taken together, allow the customer to use network technology as a way to access information and services available at the University of British Columbia and the Internet. It furthers the academic mission of the University by providing timely and immediate access to the University resources, other institutions, organizations and individuals providing networked services/information. The impact of the loss of service would hinder and prevent Students and the University from realizing, on a day-to-day basis, efficient access to the resources available at the campus and on the Internet.

2) Service Hours

Network services are generally expected to be available to customers on a 7 day by 24 hour basis other than scheduled maintenance hours and subject to service availability.

3) Maintenance

Routine maintenance of the network is required to ensure it sufficiently supports the university. Maintenance and changes to the service are facilitated through the UBC IT Change Approval Board. Maintenance is scheduled in advance and notice posted on the IT Bulletins page. Emergency maintenance may be required at times and is also approved by the Change Approval Board.

4) Incident Handling

  1. Incident Reporting
    Service issues may be reported through the IT Service Centre Help Desk at 604-822-2008 or via their online contact form at https://it.ubc.ca/support.
    All reported incidents are logged, assigned a number for reference, and tracked for resolution. Incidents are assigned an impact level and receive technical and management attention according to the priority level assigned.
  2. Incident Escalation and Resolution
    Incidents are addressed as per the Incident severity grid below and the target response or resolution times. All times are in business hours/days.

    Impact Level
    Target Response Time
    Target Resolution Time Example
    Critical 1 Hour 1 Hour Entire Campus Down
    High 4 Hours 4 Hours Multiple Buildings/Departments
    Medium 1 Day 3 Days Several Clients Affected
    Low 2 Days
    5 Days Single Client Affected
    Escalations are handled through standard UBC IT procedures. Please check with the IT Service Centre or ITSM for guidelines.
  3. Monitoring
    The IT Service Centre employs network monitoring data collection tools. The IT Service Centre responds to alerts raised through the monitoring tools and creates incidents for handling and escalation as required.

5) Communications

The IT Service Centre maintains current Network Connectivity Service Bulletins. This is available at 604.822.4115 and bulletins.it.ubc.ca.

Information on networking and connectivity options at UBC are available on our online UBC IT Service Catalogue.

Each network or department connected to the UBC campus network is assigned a Network Manager. UBC IT provides information to the Network Manager concerning the status of their connection, maintenance windows, and interruptions to services. The Network Manager is expected to disseminate this information as appropriate to his/her department or unit.

6) Network Manager Tools

The department or unit Network Manager is given access to various tools to assist in managing their own network. These include managing their own portion of assigned IP addresses, assigning ports to VLANs, turn ports on and off, and obtain statistics on a per port basis.