Operational Level Agreement Network

This agreement describes the network services that ComTech offers on behalf of the international community nc. The purpose of this agreement is to document procedures for supporting campus data network services and to achieve service level expectations for these services. In addition, this document sets out ComTech`s level of service requirements for network performance and support for all ILO office and office network and application support customers. This agreement is reviewed annually and approved by the Assistant Vice-Chancellor for Financial and Information Systems and the Vice-President in charge of information technology. Our support system manages customer-collected support tickets for most of our usage services when a problem has a significant impact on your business. The priority level of the ticket is selected when opening a ticket inside the customer portal. If your ticket is critical, we advise you to choose the priority in your ticket to ensure that we can offer you an even faster response than usual. In the vast majority of cases, this is not necessary, but we have it put in place to provide additional security to our customers. Internet (external network) includes third-party networks between the internal network and customers` Internet connections. It excludes Internet connections from the end user and their respective provider networks, as they are exclusively within the jurisdiction of the relevant end-user connectivity provider (ISP) and cannot be influenced or bypassed by any host. LAN administrators can register terminal systems by emailing a request to network@ncsu.edu or requesting training on the client`s use of IP registration management.

After ComTech employees certify, NETWORK administrators will have access to the addition, modification and removal of host information for areas (sub-networks) assigned to their department or group. The entire network maintenance is announced by email and includes the action, the reason for the action, the planned launch, the expected completion time and the customers involved. Network maintenance alerts are emailed to netadm and netinfo lists. These lists contain lan administrators and other students, teachers and collaborators who wish to be informed of the planned maintenance work. Network systems are available in the time window set in the maintenance announcement, with a larger or equal service. To report a network as a result of network or emergency outages: the NC-State network is dynamic and changes every day. Every day, nodes are added to the network, customers (and their sub-networks) are moved and equipment is updated. While this change is a requirement, we plan, resil and maintain the network to accommodate as few customers as possible and with minimum downtime. We categorize network changes as follows: If the underlying OLA (s) do not exist, it is often very difficult for organizations to go back and enter into agreements between support teams to provide ALS.

OLA (s) should be seen as the basis of good practice and common agreement. During the following holiday periods (exclusively), we work with a reduced staff and we can offer a reduced assistance service during which the maximum reaction time guarantee does not apply to certain low priority tickets. In this way, we can ensure that we can maintain a quality support service for all other topics. We will assess the severity of a ticket based on our accurate understanding of the impact on a customer`s business. All low-priority notes will receive a response within two (2) hours of the end of the window, although in most cases they have already been processed during this window.