Data Warehouse Recovery
Content
Data Warehouse
The intent of this document is to describe Data Warehouse services provided by OIT’s Information Management Services (IMS) unit, define boundaries of such services, and identify levels of services all users should expect. The Data Warehouse is a centralized repository for enterprise data that is used by staff and faculty at all levels to support operational and management decision making.
Definition of Services Provided
Data Warehouse: https://dw.umn.edu Information Management Services: http://www.umreports.umn.edu/about.htm The Data Warehouse consists of an Oracle database with collections of data, called subject areas, from a variety of systems such as payroll, human resources, student records, etc. The Data Warehouse is available during published hours. Each subject area has its data refreshed according to published specifications. Each subject area is up-to-date according to its published schedule. Subject area data will be up-to-date at all times except when data from that area are being refreshed. Once refreshing is complete, all data will be up-to-date. Information about the currency of the data is published in appropriate areas. The published specifications can be found at: https://dw.umn.edu/DataDic/dictionary.asp. The published schedules are found at: https://dw.umn.edu/gopher/refresh.asp. Note: An Mkey login is required to get to these pages.
Service Performance
Hours of Operation
The Data Warehouse instance is available 24 x 7 x 52 (except on Sundays when it is available from 6:00am to 12:30pm.) System status is available at: http://systemstatus.umn.edu.
Performance Measurement
Availability Up time System Performance Response time
Description
Office of Information Technology – University of Minnesota
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Throughput Customer satisfaction Service Delivery Performance IMS team response and resolution times
Maximum amount of time before response is made to a service request Maximum amount of time before a request is resolved Severity Response Time Resolution Goal Level* 1 2 3 4
Customer Satisfaction * Standard severity-level definitions for service interruptions are being developed by OIT Disaster Recovery Services
Scheduled Maintenance
Maintenance is normally performed weekly on Sunday between 6:00am and 12:30pm. During maintenance periods the data warehouse will be unavailable. When maintenance is required outside the normal maintenance window, OIT will update the System Status page as early as is possible prior to the maintenance period. Announcements will include start time, anticipated end time, and a description of the maintenance to be performed (upgrades, patches, etc.). If the maintenance window extends beyond anticipated end time, system status will be updated accordingly.
Dependencies
Data Warehouse services are dependent upon the University data center power, network, and related systems. The availability of those systems will have a direct impact on the availability of this service. Service Power Dependency on Service There must be power to database and PeopleSoft servers, as well as those running any user front end. There must be network access to database and PeopleSoft servers There must be at least one database and PeopleSoft server in a room temperature environment. At least one node of the Storage Area Network must be available Service Provider Network & Telecommunications Services (NTS) and Central Computing Operations NTS NTS and Central Computing Operations University Data Management Services
Network Environment Storage
Office of Information Technology – University of Minnesota
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Service Provider and Customer Responsibilities
Staffing
The Information Management Services team is currently responsible for the implementation of the product, updates/upgrades, management of the central service, and providing best practices for the collegiate/departmental units for administering services for their area.
OIT Duties and Responsibilities
Information Management Services staff provides support to IT staff in local units in addition to the support offered by the University’s 1-HELP service. Contact the IMS group for advice and special requests. The Information Management Services team will be expected to: Communicate and coordinate with IT staff in local units to minimize disruption to end users. Notify customers about all scheduled maintenance Meet response and resolution times associated with service-related incidents
Customer Duties and Responsibilities:
Adhere to any related policies, processes, and procedures Report problems using reporting procedures described in this service statement Provide input on the quality and timeliness of service
Problem Management
The status of University systems is available online at: http://systemstatus.umn.edu. Whenever possible, users are encouraged to check the status page before contacting technical support. Users are strongly encouraged to first contact technical support resources in their local unit if they are experiencing problems with computers or applications. Local technical staff will be able to resolve many problems or escalate them to the appropriate levels, helping to increase the speed and effectiveness of the service response. Response time is dependent on the local unit’s technical support processes and policies. If local technical support resources do not exist or are not available (e.g., outside of normal work hours) users are encouraged to contact the University’s 1-HELP service (http://www.oit.umn.edu/help): On-campus – 1-HELP (1-4357) Off-campus – (612) 301-HELP (4357) E-mail – [email protected] 1-HELP hours are found at: http://www.oit.umn.edu/help/contacts/ Hours as of May 2009: Monday – Friday: 7:30 a.m. – 8:00 p.m. Saturday: 11 a.m. – 4 p.m. Sunday: closed
Office of Information Technology – University of Minnesota
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Outside of these hours, or on University holidays, callers may leave a message, which will be responded to the following business day. 1-HELP will escalate incidents, when necessary, to appropriate service providers. All incidents and changes reported to 1-HELP will be logged into Service Center, a tracking tool.
Disaster Recovery
Data Warehouse Services is a critical service. In the event of a disaster, recovering Data Warehouse Services is at the highest level of importance. Redundancies are built into the Data Warehouse system to minimize outages and to ensure that service is restored as quickly as possible in the event of a disaster. The service does not have automatic fail-over and therefore it may require 8 hours to restore data using the manual fail-over process. Degraded or failed service receives immediate attention and all available resources are brought into force to recover full operations. Recovery Time Objectives: If outage affects availability of the entire data warehouse: Response time would be up to 30 minutes after receipt of service center ticket – worst case could be 1-2 days If outage affects availability of a subject area (e.g., Payroll, HR) : Response time would be up to 30 minutes after receipt of service center ticket – worst case could be several days If outage affects availability of a particular table within a subject area: Response time would be up to 30 minutes after receipt of service center ticket – worst case could be several days If outage affects data within a table (some records are wrong): Response time would be up to 30 minutes after receipt of service center ticket – worst case could be several days
Communication
Normal Operations
The operational status of the service will be available via the System Status Web page.
Unexpected Interruptions
In the event of unexpected service interruption, OIT will update the system status page and send notification of service interruption to subscribed individuals within 15 minutes of service loss identification by the Information Management Services team via the System Status Web page. Post mortem analyses will be released after the resolution of the interruption.
Policies
University of Minnesota Information Technology policies are available on the Web at: http://policy.umn.edu/Policies/it/index.htm
Office of Information Technology – University of Minnesota
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Polices related to this statement include: Acceptable Use of Information Technology Resources http://www.policy.umn.edu/groups/ppd/documents/Policy/Acceptable_Use.cfm User Authentication for Access to University Computer Resources http://www.policy.umn.edu/groups/ppd/documents/Policy/x500pol.cfm University policies on privacy and data security: http://www.ahc.umn.edu/privacy/policies.html Internal Access to University Information: http://www.fpd.finop.umn.edu/groups/ppd/documents/Policy/access.cfm Public Access to University Information: http://www.fpd.finop.umn.edu/groups/ppd/documents/policy/public_access.cfm Student Education Records: http://www1.umn.edu/regents/policies/administrative/Student_Education_Records.pdf
Service Statement Maintenance
This statement of service will be reviewed annually. Last revision: May 2009 File Name: Data Warehouse.doc
Office of Information Technology – University of Minnesota
5
The intent of this document is to describe Data Warehouse services provided by OIT’s Information Management Services (IMS) unit, define boundaries of such services, and identify levels of services all users should expect. The Data Warehouse is a centralized repository for enterprise data that is used by staff and faculty at all levels to support operational and management decision making.
Definition of Services Provided
Data Warehouse: https://dw.umn.edu Information Management Services: http://www.umreports.umn.edu/about.htm The Data Warehouse consists of an Oracle database with collections of data, called subject areas, from a variety of systems such as payroll, human resources, student records, etc. The Data Warehouse is available during published hours. Each subject area has its data refreshed according to published specifications. Each subject area is up-to-date according to its published schedule. Subject area data will be up-to-date at all times except when data from that area are being refreshed. Once refreshing is complete, all data will be up-to-date. Information about the currency of the data is published in appropriate areas. The published specifications can be found at: https://dw.umn.edu/DataDic/dictionary.asp. The published schedules are found at: https://dw.umn.edu/gopher/refresh.asp. Note: An Mkey login is required to get to these pages.
Service Performance
Hours of Operation
The Data Warehouse instance is available 24 x 7 x 52 (except on Sundays when it is available from 6:00am to 12:30pm.) System status is available at: http://systemstatus.umn.edu.
Performance Measurement
Availability Up time System Performance Response time
Description
Office of Information Technology – University of Minnesota
1
Throughput Customer satisfaction Service Delivery Performance IMS team response and resolution times
Maximum amount of time before response is made to a service request Maximum amount of time before a request is resolved Severity Response Time Resolution Goal Level* 1 2 3 4
Customer Satisfaction * Standard severity-level definitions for service interruptions are being developed by OIT Disaster Recovery Services
Scheduled Maintenance
Maintenance is normally performed weekly on Sunday between 6:00am and 12:30pm. During maintenance periods the data warehouse will be unavailable. When maintenance is required outside the normal maintenance window, OIT will update the System Status page as early as is possible prior to the maintenance period. Announcements will include start time, anticipated end time, and a description of the maintenance to be performed (upgrades, patches, etc.). If the maintenance window extends beyond anticipated end time, system status will be updated accordingly.
Dependencies
Data Warehouse services are dependent upon the University data center power, network, and related systems. The availability of those systems will have a direct impact on the availability of this service. Service Power Dependency on Service There must be power to database and PeopleSoft servers, as well as those running any user front end. There must be network access to database and PeopleSoft servers There must be at least one database and PeopleSoft server in a room temperature environment. At least one node of the Storage Area Network must be available Service Provider Network & Telecommunications Services (NTS) and Central Computing Operations NTS NTS and Central Computing Operations University Data Management Services
Network Environment Storage
Office of Information Technology – University of Minnesota
2
Service Provider and Customer Responsibilities
Staffing
The Information Management Services team is currently responsible for the implementation of the product, updates/upgrades, management of the central service, and providing best practices for the collegiate/departmental units for administering services for their area.
OIT Duties and Responsibilities
Information Management Services staff provides support to IT staff in local units in addition to the support offered by the University’s 1-HELP service. Contact the IMS group for advice and special requests. The Information Management Services team will be expected to: Communicate and coordinate with IT staff in local units to minimize disruption to end users. Notify customers about all scheduled maintenance Meet response and resolution times associated with service-related incidents
Customer Duties and Responsibilities:
Adhere to any related policies, processes, and procedures Report problems using reporting procedures described in this service statement Provide input on the quality and timeliness of service
Problem Management
The status of University systems is available online at: http://systemstatus.umn.edu. Whenever possible, users are encouraged to check the status page before contacting technical support. Users are strongly encouraged to first contact technical support resources in their local unit if they are experiencing problems with computers or applications. Local technical staff will be able to resolve many problems or escalate them to the appropriate levels, helping to increase the speed and effectiveness of the service response. Response time is dependent on the local unit’s technical support processes and policies. If local technical support resources do not exist or are not available (e.g., outside of normal work hours) users are encouraged to contact the University’s 1-HELP service (http://www.oit.umn.edu/help): On-campus – 1-HELP (1-4357) Off-campus – (612) 301-HELP (4357) E-mail – [email protected] 1-HELP hours are found at: http://www.oit.umn.edu/help/contacts/ Hours as of May 2009: Monday – Friday: 7:30 a.m. – 8:00 p.m. Saturday: 11 a.m. – 4 p.m. Sunday: closed
Office of Information Technology – University of Minnesota
3
Outside of these hours, or on University holidays, callers may leave a message, which will be responded to the following business day. 1-HELP will escalate incidents, when necessary, to appropriate service providers. All incidents and changes reported to 1-HELP will be logged into Service Center, a tracking tool.
Disaster Recovery
Data Warehouse Services is a critical service. In the event of a disaster, recovering Data Warehouse Services is at the highest level of importance. Redundancies are built into the Data Warehouse system to minimize outages and to ensure that service is restored as quickly as possible in the event of a disaster. The service does not have automatic fail-over and therefore it may require 8 hours to restore data using the manual fail-over process. Degraded or failed service receives immediate attention and all available resources are brought into force to recover full operations. Recovery Time Objectives: If outage affects availability of the entire data warehouse: Response time would be up to 30 minutes after receipt of service center ticket – worst case could be 1-2 days If outage affects availability of a subject area (e.g., Payroll, HR) : Response time would be up to 30 minutes after receipt of service center ticket – worst case could be several days If outage affects availability of a particular table within a subject area: Response time would be up to 30 minutes after receipt of service center ticket – worst case could be several days If outage affects data within a table (some records are wrong): Response time would be up to 30 minutes after receipt of service center ticket – worst case could be several days
Communication
Normal Operations
The operational status of the service will be available via the System Status Web page.
Unexpected Interruptions
In the event of unexpected service interruption, OIT will update the system status page and send notification of service interruption to subscribed individuals within 15 minutes of service loss identification by the Information Management Services team via the System Status Web page. Post mortem analyses will be released after the resolution of the interruption.
Policies
University of Minnesota Information Technology policies are available on the Web at: http://policy.umn.edu/Policies/it/index.htm
Office of Information Technology – University of Minnesota
4
Polices related to this statement include: Acceptable Use of Information Technology Resources http://www.policy.umn.edu/groups/ppd/documents/Policy/Acceptable_Use.cfm User Authentication for Access to University Computer Resources http://www.policy.umn.edu/groups/ppd/documents/Policy/x500pol.cfm University policies on privacy and data security: http://www.ahc.umn.edu/privacy/policies.html Internal Access to University Information: http://www.fpd.finop.umn.edu/groups/ppd/documents/Policy/access.cfm Public Access to University Information: http://www.fpd.finop.umn.edu/groups/ppd/documents/policy/public_access.cfm Student Education Records: http://www1.umn.edu/regents/policies/administrative/Student_Education_Records.pdf
Service Statement Maintenance
This statement of service will be reviewed annually. Last revision: May 2009 File Name: Data Warehouse.doc
Office of Information Technology – University of Minnesota
5
