- This topic has 11 replies, 8 voices, and was last updated 8 years, 1 month ago by elisha.
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February 25, 2016 at 11:35 am #305aswancerParticipant
Datacenter (core) services has a very broad scope with several major components including physical and logical protection, server management, database management and backups and restores. IT has four primary SLAs and one standard that are meant to address these components; 1. LoboCloud service 2. Database management service 3. Backup services 4. Co-Location Service and the datacenter standard. IT offers additional related services that can be found on the IT service catalog. This SLA is specific to LoboCloud.
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March 4, 2016 at 9:02 am #413cdeanParticipant
Although at this point Law has no plans to use this service, we reserve the right to create a customized SLA specific to our needs with mutually-agreed upon consequences for both Law and UNM IT.
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March 4, 2016 at 2:23 pm #419ayoderParticipant
2.1 Should explicitly define OS versions. What if I want a Server 2016 VM but it isn’t considered a supported OS by this service?
2.2.2 “Firewall request can take up to 72 hours” is this clock hours? Business hours? Should this be converted to days?
What happens if 99.9% availability is not met? Are customers refunded for the time services were unavailable?
3.1 Reference to a forum.unm.edu website that doesn’t exist
7 There isn’t a Maintenance window line item for LoboCloud. Other hosting windows are advertised but LoboCloud is not listed. Availability webpage should match services listed in IT Service Catalog
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March 9, 2016 at 4:24 pm #471bpietrewiczKeymaster
Q: 2.1 Should explicitly define OS versions. What if I want a Server 2016 VM but it isn’t considered a supported OS by this service?
A: 2.1.2 is intended to answer this question. We will support all vender supported versions of Redhat Linux and Windows. The supported versions should be in the service catalog. We will update the service catalog with the supported versions.
Q: 2.2.2 “Firewall request can take up to 72 hours” is this clock hours? Business hours? Should this be converted to days?
A: Good catch. I will update the SLA to read 3 business days.
Q: What happens if 99.9% availability is not met? Are customers refunded for the time services were unavailable?
A: That is what platforms does today. However, this is not a formal policy in IT. I will take this question to agreements.
Q: 3.1 Reference to a forum.unm.edu website that doesn’t exist
A: Good Catch. I’m pretty sure this is a typo. I will delete it from the SLA
Q: 7 There isn’t a Maintenance window line item for LoboCloud. Other hosting windows are advertised but LoboCloud is not listed. Availability webpage should match services listed in IT Service Catalog
A: We do not have a “Maintenance Window” for the virtual environment. The system is architected such that we do all maintenance with the system running. That said, on rarely occasions we may have a need to take down a supporting system. In that case the outage would be posted on IT alerts and Lobocloud customers would be notified. We will accommodate customer needs to the best of our ability.
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March 7, 2016 at 1:14 pm #445nssabolKeymaster
Is “LoboCloud’ the umbrella service for all VM hosting?
As I understand it, there are 2 ways to request a UNM IT hosted VM:
1) Using LoboCloud (largely self service)
2) Via Help.UNM (UNM IT builds the VM for the customer)I have received customer requests to produce an SLA for VM hosting that IS NOT provisioned via LoboCloud. Will this SLA cover those cases? Thanks, -N
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March 9, 2016 at 4:33 pm #472bpietrewiczKeymaster
Q: Is “LoboCloud’ the umbrella service for all VM hosting?
A: Yes. Lobocloud a frontend self-service portal for provisioning, de-provisioning and managing virtual machines in our VM hosting environment.
Q: As I understand it, there are 2 ways to request a UNM IT hosted VM:
1) Using LoboCloud (largely self service)
2) Via Help.UNM (UNM IT builds the VM for the customer)A: Correct. VMs can be provisioned via Lobocloud or by placing a ticket in Help.unm.edu. LoboCloud has no setup fee. Tickets placed in help for provisioning VMs have a $500 setup fee.
Q: I have received customer requests to produce an SLA for VM hosting that IS NOT provisioned via LoboCloud. Will this SLA cover those cases? Thanks, -N
A: Yes. The Lobocloud SLA covers both.
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March 7, 2016 at 1:24 pm #450jwongParticipant
About 5 year ago, there was talks about implementing multi-tenancy on LoboCloud. What is status of this? Will it be part of this SLA if it is available?
What is the Disaster Recovery process for LoboCloud? Is there a failover site (replication)?
Can the snapshot be a self-service process? I mean on-demand snapshots, consolidation, or roll-back possible? Is the snapshot backup of the VM included in the price of the VM or is it a separate charge?
Although at this point Financial Services Division (FSD) has no plans to use this service at this time, we reserve the right to create a customized SLA specific to our needs with mutually-agreed upon consequences for both FSD and UNM IT.
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March 11, 2016 at 8:27 am #482bpietrewiczKeymaster
Q: About 5 year ago, there was talks about implementing multi-tenancy on LoboCloud. What is status of this? Will it be part of this SLA if it is available?
A: Correct about 2 and a half years ago when we released Lobocloud, the intent was to make it multi-tenant. We are working on implementing an SDN solution (NSX) that will provide true multi-tenancy. NSX will be implemented in the Lobocloud environment in 2016.
Q: What is the Disaster Recovery process for LoboCloud? Is there a failover site (replication)?
A: Today data is replicated to a building on south campus for DR purposes. We are I the process of setting up a hybrid cloud with a public cloud provider. This combine with NSX will provide DR capabilities with a recovery time of 2 to 24 hours. Implementation is pending funding.
Q: Can the snapshot be a self-service process? I mean on-demand snapshots, consolidation, or roll-back possible? Is the snapshot backup of the VM included in the price of the VM or is it a separate charge?
A: Snap shots are available but it is manual at this time. Adding snapshot capabilities to the self-service portal is a high priority for Platforms. It should be available in 2016. Snapshots of all VMs occur nightly. Snapshots are available for 7 days.
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March 10, 2016 at 1:53 pm #478barchu02Participant
2.1.2 Boundaries of Service Features and Functions
UNM IT will retain administrative access to VMs;This is a “Cloud Service”, Shouldn’t the owner of the VM have complete control of who has access to the machine?
In regards to Right Sizing mentioned in 2.2.1 General Service Levels, I fear this cloud lead to some of your systems being over provisioned by have too many people in down sized virtual machines packed onto the same cloud physical host.
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March 11, 2016 at 8:41 am #483bpietrewiczKeymaster
Q: 2.1.2 Boundaries of Service Features and Functions
UNM IT will retain administrative access to VMs;
This is a “Cloud Service”, Shouldn’t the owner of the VM have complete control of who has access to the machine?A: This is a managed service. IT patches the OS. IT is also responsible for resolving issues that are directly related to the OS. Therefore, IT must retain admin rights.
Q: In regards to Right Sizing mentioned in 2.2.1 General Service Levels, I fear this cloud lead to some of your systems being over provisioned by have too many people in down sized virtual machines packed onto the same cloud physical host.
A: We have thresholds on host that we do not exceed to address this situation. We add hosts as needed to ensure threshold are not exceeded.
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March 11, 2016 at 9:33 am #486elishaParticipant
On demand snapshot and recovery would make this a usable service for us.
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