1. Provide a physically and logically secure technical infrastructure for customer computing
2. Operate a 24x7 central service desk as a  point of contact for technical support
3. Manage all in-scope assets, including procurement of new assets and assessing on-going costs to determine potential saving
4. Evaluate agency charges to identify potential for future savings
5. Assign an account manager as the agency’s advocate at the SDC. The account manager responsibilities involve communicating regularly with agency liaison and management about services, issues, performance, cost assessments, and requests for service
6. Develop a Service Level Agreement with the customer organization
7. Execute repeatable data center processes based on best practices and industry standards
8. Provide technical consultation to SDC customers
9. Report on Key Process Indicator (KPI) results to customer organization
10. Provide a security architecture that represents a minimum acceptable level of computing security for all customers
11. Inform customer of administrative access given to individual SDC employee userids that require access to the customer’s network domain for the purpose of managing servers or network equipment for which the SDC has responsibility

1. Assign an SDC Liaison to provide a primary point of contact for the customer and for the customer’s SDC account manager.  SDC Liaison responsibilities involve approving customer support requests on behalf of the customer organization and communicating regularly with the account manager and SDC management about customer priorities, requirements, service issues,  and satisfaction levels
2. Provide contact list of key customer application and technical support staff and areas of responsibility including any customer help desks
3. Identify and keep SDC informed of changes to customer sites with SDC-managed computing equipment
4. Provide application, technical, and testing support of production systems when required in order to restore production systems to operations, and in support of scheduled upgrades and implementations
5. Acquire or provide services to the customer for the following out-of-scope areas:
   • Application Development
   • Moves, reorganization, restructuring, backup of data store(e.g., files, folders, databases) content
   • End-user computing(i.e., help desk, application processing, and desktop support, desktop backup and imaging)
   • Out-of-scope hardware and software
6. Provide coordination for SDC employees or their representatives, to have physical access for remotely-managed devices
7. Notify SDC of creation or update to any userids or groups with local or domain administrative authority to SDC-managed resources where customer administers security rights
8. Identify any customer security requirements that exceed SDC’s basic security architecture
9. Provide estimates of expected resource utilization and growth in terms of numbers of users and aggregate space requirements for customer applications and data

• Information about SDC Services
  

Refer to individual service term sheets for service request and service availability terms.

None

Information about SDC Services

Draft - June 18, 2007