SERVICE LEVEL AGREEMENTS

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Ironport Service Level Agreement

Approved 04/27/2011

 

Overview

This is a Service Level Agreement (“SLA”) between the campus community and iCIT to document:

Service Description

Ironport is a network-based anti-spam service that uses an onsite appliance and a global spam evaluation system to identify and flag messages that are likely to be spam. Ironport discards messages that have a very high probability of being spam messages, and has the ability to place messages that are questionable into a quarantine that the user can examine and manipulate.

iCIT uses the Ironport service at the global level to block messages that have been flagged as nearly certain to be spam or malicious based on Ironport's global database of spam sources and signatures. This is done to prevent potentially harmful emails from reaching users’ mailboxes. Roughly 90% of the email directed at the campus on a daily basis falls into this category, and are blocked by Ironport before they get to individual email boxes.

Individual users may opt for an additional Ironport quarantine service. With this extra service, users will receive a report via email that lists potential spam messages in their quarantine. The report (issued daily or as needed), allows the user to quickly review what messages have been quarantined, and release for delivery any that are legitimate. Those not released for delivery will be automatically deleted after 14 days.

The UW-Whitewater Ironport Service allows three different levels of anti-spam filtering and quarantine aggressiveness: Low, Medium, and High. The default setting if a user does not request a particular setting is "High." The service further allows users to identify senders as either "safe" (not to be flagged as possible spam in the future), or "blocked" (always to be flagged as possible spam in the future).

Roles & Responsibilities

iCIT maintains the infrastructure and configures global settings for the Ironport service, but responsibility for managing an individual’s email messages resides with that individual. Below are a description of responsibilities relating to the Ironport service.

User Responsibilities:
iCIT Responsibilities

Requesting Service

Students

Students will be automatically enrolled in the Ironport Quarantine Service at the "High" aggressiveness level. Students may contact the iCIT Technology Service Center to request modification of aggressiveness or removal from the quarantine service during the initial rollout. Future versions of the service will allow students to manipulate aggressiveness settings and removal from the service online.

Faculty and Staff

By default, faculty and staff email accounts are not configured to use the Ironport quarantine feature. In the initial version of the service, faculty and staff may contact the TSC to request that their spam messages be placed into quarantine. The default setting for faculty and staff opting for the Ironport quarantine is "High." Level of aggressiveness can be changed with a subsequent call to the TSC. Future versions of the service will allow users to enroll and manipulate aggressiveness settings online.

Hours of Coverage and Escalation Procedures

Service Requests

The TSC is the initial contact for all service related requests.
Phone Number: 262-472-HELP (472-4357) or TSC@uww.edu.

The hours during academic sessions are:

Monday-Thursday: 8 a.m. - 9 p.m.
Fridays: 8 a.m. - 4:30 p.m. (Check TSC.uww.edu for summer and extended hours.)

Service will be prioritized on the following scale:

Impact Level Explanation Examples Initial Response Time

Impact Level 1

Campus-wide impact

Campus email delivery is delayed or suspended due to system failure

An initial contact will be made within 30 minutes.

Impact Level 2

Groups are affected

Campus email is being delivered, but mail is not being filtered due to system failure.

During business hours, an initial contact will be made in 1 hour.

Impact Level 3

Individuals are affected

An individual is having problems configuring their Ironport filtering settings.

Initial response within 1 business day.

Information Request

Individuals need information on how to use Ironport

An individual does not know how to use Ironport quarantine.

TSC will respond within one business week.

Impact Level 2 and 3 service requests will be handled during normal business hours. If a department/division does not receive a contact within the specified time for their Impact Level, an email should be sent to sla-icit@uww.edu.

Fees and Expenses

Ironport is provided to all Exchange email users without charge.

Related Documentation