BHM SLA's‎ > ‎

Domain Name Service

Description of the Service
A Domain Name System (DNS) is a service that stores, translates, and retrieves the numerical address equivalents (IP address) of familiar host names that you use everyday (such as "" in ).  The district has two internal DNS servers to provide redundancy and handle the internal traffic of our users and external servers provided by our Internet Service Provider (ISP) for any external traffic to and from the district.  The internal servers are maintained by internal staff and external is maintained by the ISP by request of internal staff.

Definition and Priority of Service

The DNS servers are classified as critical services

Stakeholder Information

Service Level Manager: Coordinator of Technology and Infrastructure
Stakeholder Representatives: Principal and Teacher Representatives

Service Times (Days and Times)
District work days from 6:45 am - 4:30 pm defined as peak time.

Types of Support
Internal support only

Quality of Assurance

Measurement Procedures: Nagios (monitoring and notification system) tracks both DNS servers 24/7/365.  We are able to track exact down times and up-times of the system down to the minute with system and can use it to set and measure service targets.
Service Targets: Peak Times 99.99% up-time with 0% maintenance downtime and Off Peak Time 99% up-time with less than 1% downtime for scheduled maintenance.

Relationship to Other IT Services/Providers