The following IT Service Level Agreements (SLAs) represent the normal times it takes to implement requests for CRBS requirements. These times can be used as guidelines for planning how long it takes to accomplish tasks. We understand that there may be times when emergency may dictate that we need to exceed the recommended times listed here. In all cases, we will attempt to get the tasks completed in the shortest amount of time with the available resources.
We have broken up the various infrastructure tasks by category and also added explanatory comments to assist you. Should you have questions, please feel free to direct those to the Operations Manager, Mark James at 2-0766.
IT Category |
Request |
SLA |
Tools, Comments, Assumptions |
|
|---|---|---|---|---|
WEB |
Page Update |
2 hours |
Static content |
|
|
|
6 hours |
Table layouts, feature articles, java scripts, dynamic pages |
|
|
New web site design |
1 month |
Includes reviews, feedback, browser testing, 508 accessibility, HTML, XHTML, CSS |
|
|
RSS feeds |
2 hours |
Use FeedForAll |
|
|
Blog customization |
1 week |
Use WordPress |
|
|
Twitter posts/account creation |
15 minutes |
|
|
|
Facebook posts/account creation |
15 minutes |
|
|
|
Tutorials |
1 week |
Use Captivate, add animation |
|
|
Flash animations |
3 weeks |
Browser testing, 508 accessibility, CSS, HTML validation |
|
|
Redesign of existing site |
2 months (+) |
|
|
|
|
|
|
|
Communication Team Support |
Poster printing |
4 hours |
Drafts, final |
|
|
Brochure design |
1 month |
Trifold |
|
|
Data sheets |
1 week |
Reviews, final |
|
|
Photographs |
2 days |
Taking of pictures, retrieval, archiving |
|
|
Press releases |
4 hours |
|
|
|
PMCID assistance |
2 hours |
Use Refworks, publication compilation, NIH Manuscript System (1-3 weeks) |
|
|
Graphic designs |
1 week |
Logos, headers, footers, postcards, maps, icons, pens, holograms, etc. |
|
|
Newsletter layouts |
2 weeks |
Assumes content in hand |
|
|
e-newsletter |
1 week |
Assumes content in hand |
|
|
Mailing list administration |
2 hours |
Subscriptions, posts, approvals |
|
|
|
|
|
|
Accounts |
e-mail |
1 day |
Request should come through JIRA |
|
|
Machine access |
1 day |
|
|
|
AD/LDAP account |
1 day |
JIRA, Confluence, CROWD, Fisheye, Crucible |
|
|
Triton |
4 days |
|
|
|
Cluster |
1 day |
|
|
|
chump/samba |
1 day |
|
|
|
CVS/SVN |
1 day |
|
|
|
Security keys |
1 day |
|
|
|
Portal |
1 day |
|
|
|
DocuShare |
1 day |
|
|
|
SRB/iRODS |
1 day |
Assumes the account is managed through the portal. External accounts may take longer. |
|
|
Database |
1 day |
PsotgreSQL, Mysql and Oracle |
|
|
Request for a new mailing list |
1 day |
|
|
|
Add a user to a mailing list |
2 hours |
|
|
|
|
|
|
|
Hardware |
PC/laptop |
1 day-1 week |
Check for spare. If new, manager approval and index number needed. |
|
|
Monitor |
1 day |
Check for spare. If new, manager approval and index number needed. |
|
|
Keyboard/mouse |
1 day |
|
|
|
New Server |
3 weeks |
Check for spare. If new, manager approval and index number needed. |
|
|
Virtual machine (VM) |
1 day |
Assumes existing hardware. Includes IP address and DNS entry. |
|
|
Switch |
3 weeks |
If new, manager approval and index number needed. |
|
|
Load balancer |
3 weeks |
If new, manager approval and index number needed. |
|
|
Rack |
3 weeks |
Check for spare. If new, manager approval and index number needed. |
|
|
Amazon VM |
3 days |
|
|
|
|
|
|
|
Storage |
Add a disk drive |
2 weeks |
|
|
|
Thumper |
2 months |
|
|
|
Triton |
2 weeks |
|
|
|
Amazon EC2 storage |
3 days |
|
|
|
|
|
|
|
Network |
DNS entry |
1 day |
Change or add a new entry |
|
|
Add an entry to monitoring tools |
1 day |
Zenoss, InterMapper, Google Analytics, etc. Requires definition of what to monitor and the specific mechanism to be deployed. |
|
|
|
|
|
|
|
|
|
|
|
Software/licenses |
Desktop/PC |
3 days |
Need index number |
|
|
Specialized software |
1 week |
Need index number |
|
|
|
|
|
|
Databases |
Schema design |
1 week |
|
|
|
Move test database into production |
3 days |
This may take longer due to the size of the database being moved. |
|
|
Installation/configuration |
1-3 days |
|
|
|
3rd party database tools/applications installation |
3 days |
|
|
|
SQL function development and testing |
3 days |
|
|
|
Backup/restore/recovery |
2 days |
Sometime it depends on the database size |
|
|
Performance tuning |
3 days |
|
|
|
|
|
|
|
Portal |
Make text changes to existing portlet |
2 days |
|
|
|
SSL certificates |
3 weeks |
New certificates |
|
|
|
1 day |
Assumes we have an existing certificate that can be used. |
|
|
Design of a portlet |
4-6 months |
|
|
|
Portal Design |
1 month |
|
|
|
|
|
|
|
Mediator/Data Integration |
Database registration |
1 day |
Includes any functions, tables, local views, wrapper |
|
|
Remote wrapper deployment |
3 days |
|
|
|
Security implementation |
1 day |
|