Support Plan

for

UW NetID Service to Cascadia Community College

____________________________________________________________________________

Richard Ortiz

April 20, 2005

Rev. October 3, 2005

Table of Contents

Introduction. 3

Purpose. 3

Timing. 3

Intended Audience. 3

Responsibilities. 3

1.     Support Objectives and Assumptions. 4

1.1.      Support Objectives. 4

1.2.      Support 4

2.     Support Strategy and Environment 4

2.1.      Support Strategy. 4

2.2.      Support Environment 5

3.     Support Responsibilities. 10

3.1.      Software Maintenance. 10

3.2.      System Administration. 10

3.3.      Operational and user support 11

3.4.      Database Administration. 11

3.5.      Data Acquisition. 11

4.     Support Approach. 12

4.1.      Monitoring and control 12

4.2.      Regression Test Cases. 12

5.     Support Resources. 12

5.1.      Support Budgets. 12

5.2.      Other Resources. 12

Introduction

Purpose

The purpose of the support plan is to guide the systems support stakeholders (administrators, operators, maintainers) in successfully operating and maintain the systems that provide the Cascadia Community College (CCC) faculty, staff and students with UW NetID service at the University of Washington.  This UW NetID Service consists of a Kerberos principle and uForwarding.  This minimum service account will allow this population to authenticate to the UW Network Resources.  The current services include access to the UW Libraries online database resources, and wireless access.

Timing

Objectives for the project are:

-         to provide UW NetID service to students, faculty and staff at Cascadia Community College

-         design and develop the infrastructure for the provisioning of UW NetID service

-         develop the necessary policies, procedures and guidelines for providing this service.

-         establish the organizations tasked with ongoing maintenance with the tools necessary to maintain the service

-         track costs as practicable.

This service should be implemented as soon as possible.  The cutover should be coordinated with an educational component for end users (faculty, staff and students at CCC) for the pre-quarter startup orientation.  In addition, the support help desks at CCC and the UW need orientation and training on how to provide service to this new population.

Intended Audience

The support stakeholders are the primary audience.  The developers use it a target for the transition phase to production.  The help desk relies on it for operational information.

Responsibilities

The Support plan is the joint responsibility of the support stake holders and the developers.

1.    Support Objectives and Assumptions

1.1.          Support Objectives

The key driving objectives are:

·        Provide UW NetID service to students, faculty and staff at Cascadia Community College

·        Develop the necessary policies, procedures and guidelines for providing this service that documents the common understanding to the service parameters

·        Establish a service level agreement between the organizations tasked with ongoing maintenance with the tools necessary to maintain the service

·        A Shibboleth Installation at Cascadia Community College

·        New provisioning web pages at Cascadia Community College to incorporate this new capability into the infrastructure at CCC

·        Modification to provisioning pages at UW to accept and guide this population through the establishment of service

·        Data feeds from Cascadia => UW Seattle and account transfer infrastructure necessary to maintain them.

·        Provisioning Web Pages at Cascadia Community Colleges that establish authority to use the service

·        Support Plan for this service

1.2.          Support

It is assumed that there will be continuing updates to the agreement between the Regents of the University of Washington and Cascadia Community College.  It is also assumed that funding, staffing and upper management support will continue.

This Support Plan does not address applications that run on this infrastructure service (e.g., UW Libraries database access and eReserves, wireless access, etc.)

2.    Support Strategy and Environment

2.1.          Support Strategy

2.1.1.      Support Lifetime

The support lifetime for this service is dependent on the agreement between the Board Regents and Cascadia Community Colleges.  As long as this agreement is in place, then the University Libraries at Bothell and UW Seattle will depend on a UW NetID authentication or another authentication mechanism for services and continued support from C&C’s Information Technologies Infrastructure (ITI) group.

2.1.2.      Release Strategy

No current plans for new releases.

2.1.3.      Release Requirements Determination

There are no current plans to release a process for providing other than a UW NetID with the Kerberos protocol for network authentication and email forwarding service.

2.1.4.      Release Process

New releases should be proposed and developed by the ITI, CP organization based on future developments of the infrastructure with input from Client Services.

2.2.          Support Environment

2.2.1.      Hardware

Hardware at the University of Washington

-         Production – UWNetID Service

o       UW NetID Servers – Dell PowerEdge 750

o       Operating System – Red Hat Linux 3.0

o       Current information located at:

https://ucsopswww.cac.washington.edu/Hostinfo/uwnetid/hostinfo.php?display=host&sort_char=N&host_id=000002118

-         Production – Cascadia Data Feed Management

o       vitcos – server

o       Operating System – AIX 5.2

o       Current information located at:

https://ucsopswww.cac.washington.edu/Hostinfo/uwnetid/hostinfo.php?display=host&sort_char=V&host_id=000001551

-         Production – Weblogin Service

o       UW NetID Servers – Dell PowerEdge 1650

o       Operating System – Red Hat Linux 3.0

o       Current information located at:

https://ucsopswww.cac.washington.edu/Hostinfo/uwnetid/hostinfo.php?display=host&sort_char=W&host_id=000001673

Testing environment at:  https://webloginprodtest.cac.washington.edu/

No Test Servers for the UW NetID management tools.  Evaluation Directories for Testing and Development are available.

Hardware at the Cascadia Community College

<????? – Cascadia>

2.2.2.      Software

University of Washington – C&C, Information Technology Infrastructure (ITI) group is responsible for all

-         Shibboleth (authentication package) (C&C ITI, Collaborative Platforms (CP))

-         Kerberos methods for password storage (C&C ITI, CP)

-         Pubcookie software (C&C ITI, CP)

-         ssh.com’s ssh toolset (C&C ITI, CP)

-         Perl – process data feed (C&C ITI, CP)

-         Mango – DB interface for the feed and UW NetID management tools (C&C ITI, CP)

-         DB2 – Back-end storage for UW NetID services  (C&C ITI, Administrative Platforms (AP))

Cascadia Community College

-         Shibboleth IDP

-         SSH.com – ssh Tectia client – transfer data feed (provided by UW with UW licensing

<????? – Cascadia>

2.2.3.      Databases

Databases at the University of Washington

o       Shuksan database – AVF – stores validation information

o       Shuksan database – UW NetID Services table

Support for the databases at:  directory-support@u.washington.edu

Databases at Cascadia Community College

o       Active Directory

<????? – Cascadia will provide>

2.2.4.      Data Feed

Data feed documentation is located at: 

<????? link to Jon Pass documentation on the data feed>

2.2.5.      Staffing Matrix per Organization

2.2.6.      Problem Referral.

            All client-reported problems should be referred to the appropriate 1^st level support groups identified below.  Once the 1^st level support has verified the problem, the 1^st level support group should refer the problem to the appropriate resource.

1^st Level Support Groups

University of Washington 1^st Level Support is managed by the C&C Information Office.

Cascadia Community College 1^st Level Support is managed by the Open Learning Center.

Problem Referral

2.2.7.      Licensing, data rights, and expiration of licenses

ssh.com license is owned by the UW C&C, but was given to Cascadia Community College to use in transferring data to our vitcos host.

Certificates for the Cascadia IDP will be co-managed by the System Administrators at Cascadia.

2.2.8.      Security and Privacy Concerns –     

University of Washington

UW NetID, password and associated data

Policy is located at:

            http://www.washington.edu/computing/rules/guidelines.html

For privacy and security reasons, individuals may not share your UW NetID and password with anyone else and may not create a UW NetID for someone else, even if you are their supervisor, parent or friend.  Data associated with students should take care to follow the rules and regulations established by the Family Education Rights and Privacy Act of 1974 (FERPA).  These guidelines are located at: