Job Scheduling & Transfers SLA#

Operational Service and Support Level Agreements for Job Scheduling and Transfers

Overview#

This document includes the operational Service Level Agreement (SLA) for the expected availability of applications and IT services in the list below by the Job Scheduling and Transfers team (JST). Expectations for operational support during normal business hours, as well as outside of normal business hours (on-call), are included in these support levels. JST supports four enterprise systems: Autosys (job scheduling), Axway (secured managed file transfers), VPSX (enterprise printing), and ACCE (managed job definition changes and auditing).

Provided Services by Application#

Autosys Batch Scheduling Services
- PeopleSoft schedule jobs through Autosys
- Axway scheduled transfers through Autosys
- Informatica scheduled jobs through Autosys
Axway Managed File Transfers
- Scheduled file(s) pull and/or push through Autosys
- Unscheduled temporary file(s) placed by customer and not Autosys
VPSX Enterprise Printing Services
- PeopleSoft Enterprise Printing
- Scheduled Automatic Printing
- Creation and Management of Virtual Queues

General Policies for All Provided Services#

Services are unavailable during maintenance windows including but not limited to the following:
- Every Sunday from 6:00 am to 12 pm with the last Sunday of each month being from 6:00 am to 9:00 am
- During planned maintenance outages available on the JST calendar.
All stakeholders are members of the filetransferandbatch@umn.edu Google group to ensure all communications are received in a timely manner
All requests and changes will be submitted with adequate lead time to enable JST to complete the effort. See table below for standard estimated turnaround times.

Autosys Batch Scheduling Policies#

All Autosys Jobs will adhere to the following:

All jobs will be scheduled during available hours which excludes all maintenance windows as defined by the General Policies.
All jobs will maintain best practices as defined by the JST Batch Standards (TBA).

Axway Managed File Transfer Policies#

All Axway transfers and files will adhere to the following:

Individual files must be under 25 Mb.
All files must contain only alphanumeric data such as .csv, .pdf, .txt, .xlsx, etc… file types excluding images, audio recordings, and videos.
Axway accounts are limited to a maximum of 2 GB at any given time for standard access.
Axway accounts specifically provide transient file movement and do not include permanent file storage.
Axway accounts may store files for up to seven days to accommodate multiple processes for standard access.

VPSX Enterprise Printing Policies#

All VPSX printing will adhere to the following:

VPSX printers and queues are set up by JST. Printing Services has access to VPSX to manage and release jobs for printers at their location.
JST must be notified at least 3 days in advance of the affected printer needing to be used.

TDX Ticket SLA#

Product	Request Type	Work Estimate (business hours/days)
Autosys	Schedule Change	4 hours
Autosys	New User Access to Autosys & ACCE	1 day
Autosys	Simple Job Change	2 days
Autosys	Simple New Job	5 days
Autosys	Complex New Job & Complex Change to Job	7-14 days
Autosys	Change to Autosys Technology Utilized by Job	Agile Planning
Axway	Simple Transfer Site Change	2 days
Axway	New Transfer Site or Account & Complex Change to Transfer Site	7-14 days
Axway	Change to Axway Technology Utilized by Account/Transfer Site	Agile Planning
VPSX	New User Setup	2 days
VPSX	New Printer Setup	5 days

Support Availability Level Types#

Applications and IT services at the University of Minnesota (UMN) have different requirements with regard to support expectations and operational service-levels. In order to accommodate and communicate the various categories of these service-levels, the following support levels have been defined. Type 1 refers to the production environment while Type 2 refers to non-production.

Note

The response time for support will differ based upon the priority of a reported issue. Support response times will also be affected by whether activity is currently underway to resolve an existing issue with an application.

Support Level 1 (24x7 “on-call” availability)

Support Level 2 (Standard Business hours)

Application Availability Level Types#

Applications and IT services at the University of Minnesota (UMN) have different requirements with regard to support expectations and operational availability service levels. In order to accommodate and communicate the various categories of these expectations, the following operational availability types have been defined. Type 1 refers to the production environment while Type 2 refers to non-production.

Application Availability Type 1 (24x7 with only critical and/or planned maintenance)

Application Availability Type 2 (Standard Business hours)

Availability Color Key#

The following support and application availability types use this color key:

Name	Description	Contact
Purple	Standard support is available.	jst-help@umn.edu
Blue	Urgent production on-call support available.	oit-jst-page@umn-it.pagerduty.com
Green	Services are available.	oit-jst-page@umn-it.pagerduty.com
Yellow	Services may be unavailable.
Orange	Standard support is not available.

Note

Underlined times indicate time blocks that that points of interest to stakeholders.

Support Availability Level 1#

Production applications typically receive this level of support, especially those which are critical to provide application services to university operations.

Standard Week

	Sun.	Mon.	Tue.	Wed.	Thu.	Fri.	Sat.
12am - 8am
8am - 5pm
5pm - 12am

Note

The response time for support will be different based upon the Priority of a reported issue.

Support Availability Level 2#

Applications with “business hours only” expectations for availability fall into this support category. Non-production applications, including those for technical team testing, likely have a support profile that is like this.

Standard Week

	Sun.	Mon.	Tue.	Wed.	Thu.	Fri.	Sat.
12am - 8am
8am - 5pm
5pm - 12am

Application Availability Type 1#

Applications and IT services in this category currently include those that are critical to support University business as thoroughly as possible. There is an allowance for a scheduled weekly outage to be used as the maintenance period for these applications. The applications availability for this type is

Standard Week

	Sun.	Mon.	Tue.	Wed.	Thu.	Fri.	Sat.
12am - 6am
6am - 12pm
12pm - 6pm
6pm - 12am

Last week in the month

	Sun.	Mon.	Tue.	Wed.	Thu.	Fri.	Sat.
12am - 6am
6am - 9am
9am - 6pm
6pm - 12am

Application Availability Type 2#

Applications and IT services in this category currently include those that are critical to support University business as thoroughly as possible. There is an allowance for a scheduled weekly outage to be used as the maintenance period for these applications.

Standard Week

	Sun.	Mon.	Tue.	Wed.	Thu.	Fri.	Sat.
12am - 8am
8am - 5pm
5pm - 12am