CUSSP Eligible Systems Description

CUSSP Eligible Systems Description

CUSSP PROGRAM I: DotCIO-Managed Systems

Eligibility

This service program is available to Rensselaer faculty and staff who request DotCIO management of their hardware/software System.

The Customer agrees to abide by all terms and conditions as detailed in the CUSSP Service Contract. Those provisions may only be modified by the specific terms and conditions as set forth in this Exhibit One.

Support

DotCIO offers CUSSP Configuration Standard (CCS) support service, as defined below, only for the term of the contract, which is subject to change by DotCIO without notice.

Definition

CUSSP Configuration Standard (CCS) is defined as the software image, directory, files, logical drive allocation, and applications as installed by DotCIO on the customer's equipment at the time of delivery, and as maintained by DotCIO for the term of the contract. CCS conformity requires that DotCIO has exclusive access to superuser capabilities. In addition, the customer must maintain a direct physical connection to the network at all times.

Program I Contract Service Description

Program I customers will receive the following services under this contract:

Program I Fees

On-Site Service Charges

DotCIO will not charge for software repair to the System or its parts that constitute the CCS, unless a provision of the contract has been violated and the System is not in compliance. In the case of non-compliance, DotCIO will invoice at the Time and Materials billing rate for all phases of problem determination and resolution.

Customer Responsibilities

Initiation of Service Requests

A call to the Help Desk (276-7777) will undergo initial problem determination within four hours of the call being placed by the Customer. This service is available through the ARC Help Desk on a twenty four hours a day basis.

A problem which cannot be fixed over the phone or by remote log-in will receive an on-site visit by a consultant by the time that the service call was placed on the following business day.

DotCIO will provide "On Site" service, either remotely or at the Rensselaer campus location of the System, between the hours of 9:00am and 4:30pm, Monday through Friday (excluding legal holidays).

Customers should direct telephone requests for service to the ARC Help Desk (276-7777). The consultant on duty will either assist the Customer with the problem, or will assign the Customer a service number for a call back. Customers should have their CUSSP contract number available, along with any other relevant system information the consultant may require.

The Customer, by placing the service request, gives DotCIO and DotCIO personnel permission to change the Customer's System to bring it into conformance with the revised CCS.

The Customer agrees that Customer-installed customized System modifications, or prior system damage caused by non-DotCIO personnel, may result in action by DotCIO to terminate the Customer's coverage under CUSSP (see Section 5b). Such modifications or damage may also result in Time and Material charges above and beyond the subscription fees, as described by the price list, to restore the System to CCS standard.

Authorized Equipment

Exhibit I -- Schedule I

The list below describes the only equipment authorized for coverage under CUSSP's Program I.

a. Sun Microsystem SPARCstation workstation architectures as follows:

b. IBM RISC System 6000 (aka RS6000) series workstation having:

c. SGI Indy or O2 series workstation having:

Exhibit I - Schedule II

This schedule lists acceptable additional devices that the Customer may connect to workstations such that the System retains coverage under Program I. (Program I excludes coverage for diskless and/or dataless workstations.)

Add-on/Add-in Devices/Cards eligible for the CUSSP Service Program:

Exhibit I - Schedule III

DotCIO offers support for the following Operating System releases running on Program I systems:


CUSSP PROGRAM II - Customer-Managed Systems

Eligibility

This service program is available to Rensselaer faculty and staff who request DotCIO support services for their hardware/software System.

The Customer agrees to abide to all terms and conditions as detailed in the CUSSP Service Contract. Those provisions may only be modified by specific terms and conditions as set forth in this Exhibit Two.

System Administration

Under Program II, the Customer retains system administration responsibilities.

Program II Services

Program II Customers receive the following services under this contract:

Program II Fees

On-Site Service Charges

Charges will begin at the commencement of problem determination and/or initiation of on site service work on the System. DotCIO warranty work will not incur a charge.

DotCIO Modification of Customer System

The Customer may request DotCIO personnel to modify the software configuration located on their System. DotCIO will offer software services for which the Customer may contract.

In authorizing such modification work, the Customer agrees to take responsibility for the following procedures, and to not hold DotCIO liable for any damages resulting from improper Customer implementation of the procedures listed as follows:

  1. Customer agrees to do a full backup of the System prior to releasing the System to DotCIO personnel for major modification.

  2. Customer is responsible for restoration and/or relocation of customer application and data files after modification is complete.

  3. Customer is responsible for re-installation of Customer-selected vendor packages, as well as for System configurations that have been contracted for by the Customer with non-DotCIO personnel.

  4. The Customer is responsible for testing and verifying, in advance, the compatibility of their applications software with that of the OS or OS upgrade provided by DotCIO. DotCIO is not responsible for the functionality of Customer-owned applications software.

  5. Customers wishing to access campus-wide software via RCS TCP/IP network must permit the reconfiguration of their System as an "AFS Client". This procedure requires the installation of AFS Client binaries and the provision of a single hard disk partition (or logical volume) of a DotCIO-specified minimum size for use as the AFS disk cache. Additionally, a series of links from the Customer's file system to the campus network file system will be installed.

  6. Customers wishing to locally install copies of campuswide software applications may do so on a self-service basis via the RCS network only if their System is an "AFS Client"; customers should contact DotCIO to determine which applications are available for local installation. Certain applications may be made available on other media formats for local System installation; applications are not universally available on standard types of media, and the customer is responsible for acquiring those drives required to read the media.

  7. CUSSP/DotCIO personnel may attempt to install application software, as well as determine the best method of installation. DotCIO does not warrant that the application software will run on the Customer's System, and will charge the Customer for CUSSP service time, regardless of the ultimate functionality of the application.

Initiation of Service Requests

A call to the Help Desk (276-7777) will undergo initial problem determination within four hours of the call being placed by the Customer. This service is available through the Voorhees Computing Center Service Desk on a twenty four hours a day basis.

A problem which cannot be fixed over the phone or by remote log-in will receive an on-site visit by a consultant by the time that the service call was p laced on the following business day.

DotCIO will provide "On Site" service, either remotely or at the Rensselaer campus location of the System, between the hours of 9:00am and 4:30pm, Monday through Friday (excluding legal holidays).

Customers should direct telephone requests for service to the ARC Help Desk (276-7777). The consultant on duty will either assist the Customer with the problem, or will assign the Customer a service number for a call back. Customers should have their CUSSP contract number available, along with any other relevant system information the consultant may require.

The Customer, by placing the service request, gives DotCIO and DotCIO personnel permission to change the Customer's System to bring it into conformance with the revised CCS.

The Customer agrees that Customer-installed customized System modifications, or prior system damage caused by non-DotCIO personnel, may result in action by DotCIO to terminate the Customer's coverage under CUSSP (see Section 5b). Such modifications or damage may also result in Time and Material charges above and beyond the subscription fees, as described by the price list, to restore the System to CCS standard.

Eligible Workstation Models

Sun Microsystems workstation architectures as follows:

Eligible Add-on/Add-in Devices/Cards

DotCIO-supported Operating System Software Releases

DotCIO supports the following OS releases running on Program II systems, and may notify customers that a problem with some software/equipment component of their system may not be correctable unless an upgrade of the OS is installed.


CUSSP Time and Materials Program

Eligibility

This service program is available to Rensselaer faculty and staff who request DotCIO support services for their hardware/software System.

The Customer agrees to abide to all terms and conditions as detailed in the CUSSP Service Contract. Those provisions may only be modified by the specific terms and conditions as set forth in Exhibit Three.

System Administration

Under Program III, the Customer retains system administration responsibilities.

Program III Services

Under the Time and Materials program, Customers receive the following services:

Program III Fees

Time and material work incurs a charge of $50 per hour.

On-Site Service Charges

Charges will begin at the commencement of problem determination and/or initiation of on-site service work on the System.

DotCIO Modification of Customer System

The Customer may request DotCIO personnel to modify the software configuration located on their System. DotCIO will offer software services for which the Customer may establish a contract.

When the Customer authorizes such work, he or she agrees to take responsibility for the following procedures, and to not hold DotCIO liable for any damages resulting from improper Customer implementation of the procedures listed as follows:

  1. The Customer agrees to do a full backup of the System prior to releasing the System to DotCIO personnel for major modification.

  2. The Customer is responsible for restoration and/or relocation of customer application and data files after modification is complete.

  3. The Customer is responsible for re-installation of Customer-selected vendor packages, as well as for System configurations that have been contracted for by the Customer with non-DotCIO personnel.

  4. The Customer is responsible for testing and verifying, in advance, the compatibility of their applications software with that of the OS or OS upgrade provided by DotCIO. DotCIO is not responsible for the functionality of Customer-owned applications software.

  5. CUSSP/DotCIO personnel may attempt to install application software, as well as determine the best method of installation. DotCIO does not warrant that the application software will run on the Customer's System, and will charge the Customer for CUSSP service time, regardless of the ultimate functionality of the application.

Initiation of Service Requests

The Customer should place telephone service requests to the ARC Help Desk (276-7777). The consultant on duty will assign the Customer with a callback service number. The Customer should have their CUSSP contract number handy, along with any other pertinent system information the consultant/service dispatcher may request.

A call to the Help Desk (276-7777) will undergo initial problem determination by the time that the service call was placed on the following business day. This service is available through the Voorhees Computing Center Service Desk on a twenty four hours a day basis.

On-Site Services

DotCIO will provide "on-site" service either through electronic remote access or else only at Rensselaer campus location of the System. Service hours are 9:00am - 4:30pm, Monday through Friday (excluding legal holidays).

Authorized Equipment

Exhibit III - Schedule I

a. The list given below describes the only equipment authorized for coverage under CUSSP's Program III. Eligible Workstation Models

Sun Microsystems workstation architectures as follows:

Exhibit III - Schedule II

This schedule lists the acceptable additional devices/cards that a Customer may connect to their workstation such that the System retains coverage under Program III.

Exhibit III - Schedule III

DotCIO supports the following OS releases running on Program III systems. (DotCIO may notify customers that they will be unable to correct a problem with some software/equipment component of the Customer's system unless they install an upgrade of the OS.)

CUSSP Service Contract: General Terms and Conditions

The following terms and conditions govern software maintenance services provided under the Campus UNIX System Support Program (CUSSP). Supplemental terms and conditions appear in the specific Program I, II, and III exhibits attached as appropriate to the level of customer service purchased.

Contract Definitions

The definitions of terms as used in this contract are specified in the attached Exhibit A. This contract recognizes those terms only by the definitions rendered, and in no other manner. The Customer agrees to recognize and abide by the definitions as found in Exhibit A upon the commencement of this contract.

Customer Responsibilities

Network Access

DotCIO reserves the right to restrict access to DotCIO-administered systems and networks to any Customer who does not abide by the standard of conduct detailed in the document Computer Use at Rennselaer.

DotCIO is not responsible for errors, defects, or loss of Customer files and directories whether stored on the Rennselaer Computing System network servers or on the local System.

Additionally, if the Customer adds local, private disk space, DotCIO is not responsible for the maintenance or backup of directories and files on that private equipment, nor will DotCIO administer any locally-attached peripherals such as private disk drives, printers, or miscellaneous input/output and data storage devices.

DotCIO distributes information concerning various OS "bugs" and other defects as a public information service. However, by providing such informational services to the Customer, DotCIO does not assume responsibility for consequential damages caused by such defects, nor does DotCIO warrant any repair or compensation for such defects or damages.

Contract Exclusions

The following conditions are excluded from contract service, and, if provided or corrected by DotCIO, shall be deemed as billable service to the Customer. ("Billable service" includes any service which is not covered by the contract or manufacturer's warranty.) The Customer agrees to pay for billable service (labor, consulting, repair, materials, and travel) at DotCIO-published rates.

DotCIO services do not include or support applications-level programming to port application software between operating systems or OS upgrades.

System Location

The Customer may not relocate the System without DotCIO's prior written consent. If the Customer does relocate the System without such consent, DotCIO may terminate the Customer's agreement, and the Customer shall receive no refund. The Customer may, however, receive a prorated refund if the System is sold, stolen, or otherwise removed from maintenance. DotCIO requires thirty days' written notice from the Customer in order to remove a System from maintenance.

System Performance

DotCIO is not responsible for degradation of local server/network performance when the client (X-terminal, Diskless, Dataless, or NFS)-to-server unit ratio exceeds the manufacturer's recommendations.

"Best Effort" Basis

DotCIO and its personnel will, on a "best effort" basis, deal with the Customer and/or the designated system administrator in good faith. However, DotCIO takes no responsibility for the actions of unauthorized users impersonating system administrators in order to access to consulting services or to the Customer's System.

Prices

"DotCIO Prices" refers to DotCIO's current published prices, all of which are subject to change without notice, and are exclusive of applicable sales, use, and other taxes. The Customer agrees to pay any such taxes.

Unit of Service

DotCIO charges all CUSSP program on-site service in units of 30-minute increments. The minimum charge against either Program allocated time or billable on-site service time is one half hour at the prevailing price list rate.

Service Term

The initial term of this agreement shall commence at 12:01pm of the date DotCIO accepts the System (the "Start Date") and, if not terminated beforehand, shall continue for an initial term of one year, being automatically renewed each year thereafter unless either DotCIO or the Customer terminates the agreement. (The Customer or DotCIO may cancel at any time during the term on 30 days' prior written notice.) The contract will be renewed each year in accordance with DotCIO's published rates as generally provided to the Rensselaer Community.

Response Time

Refers to the program-specific time interval which may elapse before the DotCIO staff begins to determine the problem (e.g. Program I - within four hours). DotCIO does not warranty problem resolution.

When either DotCIO or the Customer voids the contract, a $25 handling fee will be deducted from the prorata refund issued to the Customer.

Limitation of Liability, Disclaimers

DotCIO DISCLAIMS ALL WARRANTIES, INCLUDING ALL IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. DotCIO SHALL NOT BE LIABLE TO CUSTOMER OR ANY OTHER PERSON FOR ANY LOSS OR DAMAGE OF ANY KIND RELATED TO THIS AGREEMENT INCLUDING, BUT NOT LIMITED TO, OUT-OF-POCKET EXPENSES, ANY CONSEQUENTIAL DAMAGES, INCONVENIENCE, LOSS OF DATA, LOSS OF PROFITS, LOSS OF USE, EMOTIONAL STRESS, PHYSICAL INJURY, OR DAMAGE TO SOFTWARE OR HARDWARE. IN NO EVENT SHALL DotCIO BE LIABLE FOR DELAY IN PERFORMING DotCIO's OBLIGATION HEREUNDER.

DotCIO will endeavor to comply with the applicable response time and to perform timely service, but DotCIO will not be liable for failure to do so. DotCIO MAKES NO WARRANTY, EXPRESSED OR IMPLIED, THAT IT WILL BE ABLE TO SERVICE/CORRECT SOFTWARE MALFUNCTIONS. Any right of the Customer to recover for loss or damages to property caused by DotCIO's fault or negligence shall be limited to the lesser of either the fair market value of the System prior to loss or damage, or $10,000. Any action against DotCIO must be brought within twelve months after the cause of action occurs.

Warranty

DOtCIO warantees its work against defects in workmanship for 30 days from the date of completion, provided that DotCIO's sole responsibility under this service is to attempt to correct software problems which re-occur during the 30-day period because of a defect in DotCIO workmanship only. Customer misuse of the System shall void this warranty.

General Information

This agreement (i) shall be governed by the laws of New York, (ii) constitutes the entire agreement between both parties with respect to the subject matter herein, and can be modified only by a document signed by both parties, with DotCIO not being bound by any representations or inducements not expressly set forth in this agreement, (iii) can be terminated by DotCIO (without any refund to the Customer) if the Customer has misrepresented any facts herein, and (iv) cannot be assigned or transferred by the Customer.

Any notice hereunder shall be in writing and signed by the party giving same, and shall be deemed "delivered" (a) when received by either party, if delivered by hand, or (b) two business days after mailing (internally or posted) to the respective addresses indicated on page one of this document. By such notice, either party may change such address.


EXHIBIT A: CUSSP CONTRACT DEFINITION OF TERMS

AFS Client
A Customer System configured to access campuswide network applications. Requires the installation of AFS specific software (binaries) and a dedicated minimum unit of disk space.

DotCIO
Refers to Rensselaer's Division of the Chief Information Officer acting on both its own behalf and as an agent of Rensselaer Polytechnic Institute. DotCIO may also be referred to interchangeably as Rensselaer, RPI, or DotCIO.

Contract
Refers to the agreement between DotCIO and the Customer for prepaid maintenance of software resident on scheduled UNIX workstations.

CUSSP Configuration Standard (CCS)
The software residing on the Customer's System which fully meets the DotCIO requirement for software configuration on a Program I machine - (see Exhibit I - Eligible Systems Description).

Customer
Refers to the party defined within this contract who holds title and right of ownership to the System, or one who has been authorized by the owner to act as their agent in executing this contract for services.

Dataless Client
A UNIX system workstation which maintains the root and/or swap partitions on a locally attached hard disk. The balance of the operating system and all user file system functionality depend upon one or more NFS server systems. This device will not boot and provide functional UNIX system access or user sessions without the assistance of its NFS server.

Diskless Client
A UNIX system which is wholly dependent upon its network connection and a specifically-configured host to boot, run UNIX, and to provide fully functional UNIX sessions. This device requires kernal and/or swap services from another network-attached UNIX system in order to function.

Equipment
Refers to that computer hardware listed on Schedule I of this contract.

NFS Server
Refers to any UNIX system which uses the Network File System (NFS) protocol and associated processes to provide file service to other systems utilizing NFS protocol.

On-Site Service
Refers to contract services provided either through electronic remote access to the Customer's System, or by the dispatch of a service representative to the Customer's site.

Program I System
Refers to a scheduled workstation continuously connected (24 hours per day) to Rensselaer's TCP/IP network. This System, configured to DotCIO specifications (per applicable Program I exhibit), allocates DotCIO exclusive system administrator powers over the System.

Program II System
Refers to a scheduled workstation, configured to Customer specifications, with the Customer assuming the responsibilities of system administration.

Program III System
Refers to a scheduled workstation, configured by the Customer, with the Customer assuming the responsibilities of system administration.

RCS
Refers to the Rennselaer Computing System.

Server System
Any UNIX system providing any of the following services to other UNIX systems on a network: NFS file serving, X-terminal, boot, font, and host session serving; diskless client boot, swap, and filesystem serving.

Software
Refers to Operating System (OS) software, OS upgrades and revisions, and application software.

Standalone System
Any UNIX system containing the hardware and software resources necessary to boot (or start up), run continuously, and execute functional computational sessions without connection to any network.

System
Refers to the equipment configured with software, and the whole having access to the RPI TCP/IP network. (See additional definitions below.)

System Administration
Refers to the unqualified control over the System hardware, software, account and access configuration of the system, except insofar as DotCIO delegates those privileges to the Customer or their own authorized system administrator.

X-terminal
Refers to a device that utilizes hardware consisting of a system unit, video display, keyboard, pointing device (mouse), and network connection. The device is capable of executing a server process implementing the MIT X11R4/R5 functions and using the X11R4/R5 protocol to communicate with X11 clients running on network hosts.

Coverage under CUSSP requires that the device must boot and obtain fonts using the industry standard boot protocol (bootp) and trivial file transfer protocol (tftp) protocols. Authorized X-terminals must have vendor-supported configurations that match the type of UNIX system which is to be its boot host (server).

X-terminal Server
Refers to any UNIX system from which one or more X-terminals boot (start up) and/or receive font service.