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Infrastructure Team Services

ServiceCoverService Target or KPI Metric
Networks
  • Service Requests = 8:30am to 5:00pm Weekdays.
  • Faults and Service Failures = 8:30am to 5:00pm Weekdays and "Best efforts" on-call for after-hours critical failures.
  1. Availability Target = 24 x 7 and 99.9% Uptime.
  2. 100% of Service Requests completed within SLA* unless otherwise negotiated.
  3. 95% of Faults and Service Failure incidents resolved within SLA*.
Virtual Servers
  • Service Requests = 8:30am to 5:00pm Weekdays.
  • Faults and Service Failures = 8:30am to 5:00pm Weekdays and "Best efforts" on-call for after-hours critical failures.
  1. Production Server Availability Target = 24 x 7 and 99.9% Uptime.
  2. Test/Development Server Availability Target = 8 x 5 and 95% Uptime.
  3. 100% of Virtual Server requests completed within:
    1. 1 working day for new bare virtual servers (self-build - no OS or applications) where storage capacity is available.
    2. 5 working days for new virtual servers (complete with OS and applications) where storage capacity is available.
    3. 20 working days for new virtual servers where storage capacity needs expansion.
  4. 95% of Faults and Service Failure incidents resolved within:
    1. 8 hours = failure of the whole virtual server environment (very low likelihood).
    2. 1 hour = failure of one host server (virtual servers restarted on other hosts).
Physical Servers & Server Administration
  • Service Requests = 8:30am to 5:00pm Weekdays.
  • Faults and Service Failures = 8:30am to 5:00pm Weekdays and "Best efforts" on-call for after-hours critical failures.
  1. Production Server Availability Target = 24 x 7 and 99.9% Uptime.
  2. Test/Development Server Availability Target = 8 x 5 and 95% Uptime.
  3. 100% of Service Requests completed within SLA* unless otherwise negotiated.
  4. 95% of Faults and Service Failure incidents resolved within SLA*.
Storage
  • Service Requests = 8:30am to 5:00pm Weekdays.
  • Faults and Service Failures = 8:30am to 5:00pm Weekdays and "Best efforts" on-call for after-hours critical failures.
  1. Production Storage Availability Target = 24 x 7 and 99.9% Uptime.
  2. Test/Development/Backup Storage Availability Target = 8 x 5 and 95% Uptime.
  3. Backup Retention = 90 days.
  4. 100% of Service Requests completed within SLA* unless otherwise negotiated.
  5. 95% of Faults and Service Failure incidents resolved within SLA*.
Infrastructure Applications
  • Service Requests = 8:30am to 5:00pm Weekdays.
  • Faults and Service Failures = 8:30am to 5:00pm Weekdays and "Best efforts" on-call for after-hours critical failures.
  1. Availability Target = 24 x 7 and 99.9% Uptime.
  2. 100% of Service Requests completed within SLA* unless otherwise negotiated.
  3. 95% of Faults and Service Failure incidents resolved within SLA*.
Infrastructure Consulting
  • Service Requests = 8:30am to 5:00pm Weekdays.
  1. 100% of Service Requests completed within SLA* unless otherwise negotiated.

* For SLA details please see the service prioritisation table.

For all problems, please contact the helpdesk (Email: help@waikato.ac.nz Extension: 4008).