SERVICE LEVEL AGREEMENTS

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Video Surveillance Service Level Agreement

Approved January 2010

Overview

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

Service Description

The campus video surveillance system provides a consistent and secure means for campus entities to record, maintain, archive (at least 30 days) and access surveillance video. The system is operated centrally by iCIT in accordance with the Surveillance Camera Policy that was established by the Surveillance Camera Governance Group. This policy is available at

http://www.uww.edu/icit/governance/policies/camera.html.

Video surveillance camera requests must be approved by University Police Services, and University Police Services must complete a background check before employees are allowed access to surveillance camera data.

 

Roles & Responsibilities

Acquisition of Video Surveillance Equipment

Request for approval to place video surveillance equipment and to complete required background checks should be submitted to Matt Kiederlen, Chief of Police. Once approval is obtained, a request for consultation and installation should be sent to Nick Ciesinski, Network Architect.

User Responsibilities: UW-W Police Department iCIT Responsibilities:
Service for Existing Cameras

iCIT will maintain the infrastructure of the video surveillance system, including basic connectivity between the cameras and the surveillance server infrastructure. iCIT does not monitor the content of surveillance feed videos. Users noticing problems should contact the campus helpdesk with problems relating to existing video surveillance.

User responsibilities: iCIT Responsibilities:

Service Scope

In Scope Services Out of Scope Services

Service Levels

Impact Level Explanation Examples Initial Response Time

Impact Level 1

Threat to human life or high expense campus equipment or property

Live monitoring for protection for human life in areas deemed to be high risk by campus security

Not applicable

Impact Level 2

University wide surveillance system failure.

All cameras are not transmitting feeds, or back-end server malfunctions.

Within one business day

Impact Level 3

Some cameras are malfunctioning

Camera is failing, or the feed is being interrupted

An initial contact will be made within two business days.

Informational Request

Individuals need information on video surveillance policies or requesting procedures.

An individual does not know the university policies for requesting security cameras.

Helpdesk will respond within one business day.

 

Hours of Coverage and Escalation Procedures

Service Requests

Campus security personnel noticing problems with video surveillance equipment shall initially contact the Helpdesk.

Phone Number: 472-HELP (472-4357) or helpdesk@uww.edu

The hours during academic sessions are
Monday-Thursday: 8 AM - 9 PM
Fridays: 8 AM - 4:30 PM

Check the helpdesk website for summer and extended 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

iCIT does not charge for the shared infrastructure costs for the campus video surveillance system. Funding for the back end server infrastructure, hosting environment and iCIT staff time are all provided by iCIT.

Campus departments are required to provide funding for the components of the system that are used by the department exclusively. This includes the cost of video surveillance cameras, the software license required for each camera, and the cost of the storage used by the department’s video recordings. Since this cost varies based on the type of camera and recording settings, this cost must be estimated on a per-installation basis.

iCIT shall make a cost estimate of camera equipment, infrastructure recovery costs, and installation costs before the requesting party may agree to the purchase of any equipment. The purchasing party must document its willingness to meet these costs.

 

Appendices