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Network Evaluation and Benchmarking
Standard
University of Michigan Information Technology July 1, 2004 
For a printable version of this SA.
This Service Agreement (SA) is between ITCom and its Departments. Under this SA, ITCom agrees to conduct a comprehensive analysis of a departments network performance and configuration for the purposes of recommending improvements and establishing performance benchmarks. This SA also lists key responsibilities of ITCom and its Departments.
The purpose of this SA is to help establish a cooperative partnership between Departments and ITCom by clarifying roles, setting rates and expectations, and providing mechanisms for resolving problems.
Service fees will be negotiated on a project-by-project basis since there are substantial differences in networks. Representative service charges are detailed in Appendix A. These will be reviewed annually. Any revisions will be made by ITCom, in consultation with the ITCom Advisory Committee, prior to SA renewal.
The term of this SA is governed by the Service Order since this is not an ongoing service. Work will begin at the time of order receipt. Except as provided for in the following two paragraphs, any changes or modifications to this SA must be submitted in writing to the signers of the Service Order, must be agreed to in writing by them, and must allow 30 days for implementation from the date of agreement. When these terms are met, an addendum documenting the change or modification will be attached to this SA. If ITCom finds it necessary to alter this agreement because of a change in how the University determines to provide LAN connectivity, the Department will be notified as expeditiously as possible. At that time, a replacement SA will be required. Either ITCom or the Department may cancel this agreement by providing, in writing, notice to the signers of the Service Order. If the Customer cancels this agreement, then the Department will still be liable for any labor, materials, or other expenses incurred by ITCom on behalf of the Department prior to cancellation.
5.0 IT Communications Services Responsibilities IT Communications Services shall: 5.1 Comply with service standards as described in the "Service Delivery Standards" document. 5.2 ITCom will place a network sniffer on the departments network(s) and collect packets for 24 hours. The day ITCom is collecting the data will be selected by the department. It should be a day of the week the department believes network traffic is at it's highest. 5.3 With the collected data, conduct a comprehensive analysis of a department's network performance, including the following parameters: 5.3.1 Network Component Verification: Verify information received from the department, about the components of the network. 5.3.2 Network Performance: A measure of how well the network performs the tasks required of it. 5.3.3 Response Time: The elapsed time between the user request and the response at the requesting device. 5.3.4 Throughput: The amount of data that can be transmitted from one location to another in a given period of time. 5.3.5 Resources: A count of all devices attached to the network including workstations, servers and printers. 5.3.6 Resource Utilization: The amount of bandwidth used by each of these devices. 5.3.7 Network Utilization: Utilization of the network over time. 5.3.8. Collisions: The event when two nodes in a network try to transmit at the same time causing the transmitted data to be unusable. 5.3.9 External Traffic: The amount of traffic that is going off the departments network onto a backbone, over time. 5.3.10 Benchmark: A reference workload that can be used as a basis for performance comparisons and evaluation, usually comprising a group of tasks representing a typical workload. 5.4 Provide a comprehensive, written report, with recommendations and benchmarks, within 30 days of completion of the analysis. 5.5 Concurrent with the report, propose a maintenance agreement based on the findings in the analysis. (See LAN Infrastructure Maintenance SA) 5.6 Provide Departments with access to the "raw" data collected, if desired.
6.0 Department Responsibilities Department shall: 6.1 Submit a Service Order to IT Communications Services with an authorized signature. 6.2 Provide ITCom with a logical network drawing and as specific information as possible on all of the network's hardware and software components. 6.3 Work with ITCom to schedule the analysis at times that reflect both "average" and "peak" user traffic. 6.4 Identify, and provide to ITCom, contact information (including phone, email, and pager) for the appropriate Department representatives to work with to perform the analysis.
To perform portions of the analysis, ITCom will use a network "sniffer" to look at packets on the network. ITCom will ensure the data in these packets is not used for any purpose other than to execute this SA.
ITCom warrants that all reasonable measures within its resources shall be taken to ensure the integrity of the analysis and report. ITCom assumes responsibility for any hardware and software that it provides to execute this SA, as well as for the actions of ITCom staff. ITCom's liability for damages is limited to hardware replacement or repair, software fixes and corrections to staff errors. Departments assume responsibility for cooperating with ITCom to complete the analysis in an expeditious manner, and to gather data that fairly represents both average and peak user traffic.
APPENDIX AService Rates This service will be provided on a Time and Materials basis which is typically being 8 to 10 hours per five (5) hubs.
Labor Rates:
Material Rates:
APPENDIX B
Responsibilities
APPENDIX CStandard Service Agreement [an error occurred while processing this directive] |
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