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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