Active Data Storage – Service Level Description for Users

  Active Data Storage
Service Level Definition

Term
The term of this agreement is for _________________ [duration in months/years] beginning on ___________________ [date] for _____ TB of ADS storage.

Service Overview
The Active Data Storage (ADS) service is an ongoing service in support of shared storage resources for campus researchers. This Service Level Definition (SLD) covers the ADS service offering via the Research Data Service. Customers of this service are researchers and/or units who, individually or as a group, invest in shared storage resources as part of the ADS service. Additional information regarding the operation of the Active Data Storage service is documented at: http://researchdataservice.illinois.edu/active-data-storage-overview/.

Customers agree to purchase/rent storage resources in units of 1TB for a period of time in increments of one month. Customers requiring 30TB or more will be required to agree to at least 1 year of rent with a period beyond one year in increments of one month. Storage requirements at 30 TB and above may require the purchase and deployment of additional hardware and those customers are encouraged to discuss their needs with ADS staff to understand potential timelines for availability of this level of storage for use.

Snapshots and Backups
Customers may choose to utilize snapshots which will be part of their data quota space. Snapshots are NOT disaster recovery copies of data and are contained within the same file system as the rented storage space. Snapshots are only for the use of recovery of user files deleted by mistake and are only available for recovery within a specified number of days. No off-site backups for disaster recovery are provided for any storage.  See http://researchdataservice.illinois.edu/active-data-storage-user-guide/ for more information.

Service Availability
The Active Data Storage service is a 24×7 service with the following exceptions:

  • Unplanned system outages due to issues with other aspects of the facility such as power, HVAC, network, or emergency maintenance to address computer security incidents may restrict access to the service.
  • There will be a monthly preventative maintenance required that may take the service down. On the occasions that require a service outage, seven (7) day’s notice will be given to all primary users. Users should be prepared for outages up to and potentially exceeding 12 hours. The length of any potential outage will be stated in the advance notice of the service outage. Primary users who re-allocate storage for individuals within their unit/group, such as departmental IT that provides re-allocations to individual faculty members or researchers, are responsible for communicating outages to their secondary users. The ADS environment is heavily redundant with robust software that allows for rolling upgrades, so maintenance outages will be kept to a minimum.

Support Process
End-user support is only available during normal working hours, typically 8AM to 5PM, Monday through Friday, except on holidays. All requests for help or problem reports should be made to the ADS Help Desk at help+activedatastorage@ncsa.illinois.edu. The Active Data Storage service staff will provide a response within one (1) to two (2) business day(s). In general, critical issues will be addressed as soon as possible. Critical issues are defined as disruptions to large portions of the storage infrastructure. If these occur email will be sent out to all users to let them know of the outage and what the schedule of return to service will be.

Billing
Billing occurs on a monthly basis for the term of the agreement as indicated above. Costs are charged monthly to a CFOP(s) through Technology Services and charges can be viewed on your Technology Services Statement via Pinnacle application.

Renewal
By default, agreements automatically renew unless the primary user opts out of automatic renewal when filling out the Active Data Storage Request Form (https://illinois.edu/fb/sec/9780926).

Acceptable Use
The customers and users of the ADS service agree to comply with all University of Illinois policies and procedures. Namely, that they recognize the Policy on Appropriate Use of Computers and Network Systems at the University of Illinois at Urbana-Champaign (http://www.cam.illinois.edu/viii/viii-1.1.htm), and the Information Security Policy (http://cam.illinois.edu/viii/VIII-1.2.htm). Questions about policies, procedures, and information security may be directed to help+activedatastorage@ncsa.illinois.edu.

Termination
Either party may terminate this agreement by providing written notification to the other party thirty (30) days in advance of termination. The one exception to this is in cases of renting 30TB or more, a minimum rental period of 12 months applies. In the event of termination, the data will be removed (deleted) from the rented storage resources and all accounts to the ADS will be removed. Any virtual machines and Globus Online endpoints will also be deleted. Failure to pay bill also results in account termination.

 

Signature Page: Service Level Definition Acknowledgement
The term of this agreement is for _________________ [duration in months/years] beginning on ___________________ [date] for _____ TB of ADS storage.

The customer acknowledges that they recognize:

  1. they have read, understand, and accept the terms and provisions of the Active Data Storage service as described in this Service Level Definition.
  2. the Policy on Appropriate Use of Computers and Network Systems at the University of Illinois at Urbana-Champaign (http://www.cam.illinois.edu/viii/viii-1.1.htm)
  3. the Information Security Policy (http://cam.illinois.edu/viii/VIII-1.2.htm)
  4. upon termination of the agreement, data will be removed (deleted) from the rented storage resources and all accounts to the ADS will be removed. Any virtual machines and Globus Online endpoints will also be deleted.

Participating Customer

Name of Customer:  ________________________________________________ (print name)

Department:              ________________________________________________

Phone:                        ________________________________________________

E-Mail Address:       ________________________________________________

Signature:                 _________________________________________________

Date:                          _________________________________________________

 

Click here for a PDF version of this document.

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