Service Level Agreementdoc.docVIP

Service Level Agreement (SLA) For Active Directory (AD) Service between The Center for Information Technology (CIT) and The National Institutes of Health (NIH) DRAFT, May 20, 2005 Table of Contents Introduction Objectives This service level agreement (SLA) will summarize and detail the duties and responsibilities of the Active Directory (AD) service to be provided by the Center for Information Technology (CIT) to the National Institutes of Health (NIH) community and to provide measures to evaluate the AD performance. Overview of CIT The mission of CIT is to provide, coordinate, and manage information technology, and to advance computational science. In keeping with this, CIT offers information technology services such as web and application development, back office server management, centralized email, Local Area Network (LAN) and network management, help desk services, desktop support, and now the AD service. CITs focus on IT allows the Institutes, Centers, and other organizational entities (ICs) of the NIH to focus their time and resources on their own research, research management, or administrative missions. Scope of Agreement This SLA is binding upon CIT and all other ICs. This agreement may change when service issues arise, new technologies develop, or customer requirements change. All modifications are multilateral between CIT and the ICs. CIT and the ICs agree to engage in good-faith efforts to resolve any problems which may arise. The CIT will use the Relationship Managers (RM) already appointed by the ICs for their Help Desk Services as the primary contact points for AD service. For the purpose of this SLA the customers are all NIH Institutes, Centers, and the NIH Office of the Director and its multiple components will be considered supported customers. This CIT manager serves as the conduit for problem resolution and information sharing and will ensure that al