This information is provided as part of Service Level Agreements between ICIT and specific departments. The Ongoing Support Rate Sheet does not include hosting charges. Ongoing Support Rate Sheet
Some service level agreements include data center hosting charges. In those cases, the attached Data Center Hosting rates may apply. Data Center Hosting Charges
Central funding allocated to ICIT enables staffing and resources to support the technology used at the enterprise level for instructional, administrative, and communications needs. ICIT also allocates internal resources to support instructional delivery technologies that are funded by individual academic departments or colleges outside of central funding allocated to ICIT.
Historically, technologies used by academic and administrative departments for non-instructional purposes were supported in a decentralized fashion through a variety of methods: by a permanent staff member within a respective department (full or part-time responsibilities), by students and by outsourcing to external entities. The quality of this support was not consistent, and the approach was not efficient.
In 2004, it was proposed and approved to centralize support for departmental (non-enterprise) vendor-developed systems in ICIT. This effort was to be funded in the following way:
ICIT reallocated and funded .5 FTE to provide appropriate coordination and project management, creating a position in ICIT for Departmental System Technical Support.
Divisions began funding the new position as a portion of FTE commensurate with the amount of time spent on each Division’s project in a year. (Original proposal estimated 35% for Student Affairs, 5-10% for Administrative Affairs and 5-10% for Alumni, remainder ICIT).
The experience of the following several years has confirmed that the demand for support of departmental systems exists and continues to grow. The agreement then transitioned from a temporary to a permanent status.
In 2006, the above referenced departmental support was expanded to include application development (PeopleSoft and web), web site design, and content management for PR units.
Presently, two approaches exist in managing departmental systems support.
ICIT both supports and funds the following services:
Coordination and Project Management: Includes meeting with the customers, participating in developing requirements and assessment of solutions, meeting with vendors, defining technology support, scheduling delivery, installation, testing, and other project tasks, assuring that vendors are fulfilling their obligation to the customers, developing SLAs and hosting agreements if necessary.
ICIT supports and divisions (departments) fund the following:
Server administration (making sure that technology platform is set up securely, based on the standard configuration, and according to vendor recommendations (this includes appropriate power and cooling, back up and monitoring), that the operating system is updated regularly and that appropriate access to the system is provided).
Database installation and maintenance (SQL and Oracle)
System implementation and upgrades scheduled with the vendor
Web and PeopleSoft application development
Web site design, programming and content management
Troubleshooting and problem resolution
The responsibilities and processes outlined above provide an equitable solution for departmental systems support. This agreement enables divisions to utilize the systems that are unique to their area while ensuring security and compatibility with the campus infrastructure and providing professional support.
Operational Procedures define ICIT's services, expectations, and role as part of the campus community.