Customer Responsibilities
The Customer is directly responsible for the following:
- Provide (locally or via contract) the technical knowledge to fully run and support their service application. Systems and Operations does not provide application level support.
- Accept the responsibility for defining their service requirements.
- Accept the responsibility for securing their application/service in accordance with Best Practices defined by the CIT Security Office. http://www.cit.cornell.edu/security/
- Designate the appropriate number of (at least a primary and secondary) Customer Representatives.
- If new servers are ordered for shipment to CIT, the Customer will consult Systems and Operations for proper delivery instructions.
- Negotiate and procure service/consulting contracts and fees including hardware, OS, and software maintenance contracts for non-CIT owned systems in accordance with customer service requirements.
- Define and enter notification procedures for their application/service into the NetVigil Monitoring software.
- Build NetVigil tests for their application/services, including defining thresholds and on-call procedures.
- Build or buy reporting tools (outside of what is available on NetVigil) as required to meet customer service requirements.
- Coordinate data backup for application/user data to the EZ-Backup service.
- Promptly notify the NOC if a security compromise is detected or suspected, and comply with University Policy related to computer security.
NOTE: Due to security concerns, shipments that are delivered to CIT without prior coordination with Systems and Operations may be turned away.
The Customer will work with CIT to:
- Schedule down time for required maintenance.
- Troubleshoot issues that are not clearly identifiable as either application or system issues, or are identifiable as related to both.
- Adhere to University policy, vendor recommendations, and Customer/CIT Best Practices.
- Review NetVigil monitoring tests and thresholds for OS, hardware, and system utilities.