IST Drupal Cloud Hosting SLA

Transcription

1 Table of Contents 1 General Overview 3 2 Service Description Service Scope Assumptions 4 3 Roles and Responsibilities Parties Research & Content Technologies Responsibilities Customer Responsibilities 6 4 Research & Content Technologies Contact Information 7 5 Hours of Coverage, Response Times & Escalation Hours of Coverage Incident Response Times Prioritization Service Requests Escalation Other Requests Service Exceptions to Coverage 8 6 Maintenance and Service Changes 8 7 Rates Rate Process Charges 9 8 Reviewing and Reporting SLA Reviews 9 9 Signatures 10

2 1 General Overview This is a Service Level Agreement ( SLA ) between Research & Content Technologies to document: The technology services provided to the University of California users, the customer. The targets for response times, availability, and maintenance associated with these services. The responsibilities of Research & Content Technologies as a provider of a subscription based service provided from off-campus vendor(s) that provide the ability to develop and host Drupal web sites and applications the service. Processes for requesting services and access to support resources. Review and Reporting SLA process. This SLA will be reviewed annually to assess hardware, software and procedural accuracy. 2 Service Description 2.1 Service Scope Research & Content Technologies has partnered with off-campus vendor(s) to broker a subscription-based service to University of California personnel for developing and hosting Drupal web-sites and applications. Service(s) are inclusive of the monitoring and reporting of service availability and addressing/routing problems for campus personnel. Should the chosen vendor(s) services terminate, Research & Content Technologies will make available a alternative vendor(s), as well as ensure a straightforward migration processes of data from one vendor to another. Research & Content Technologies and our off-site vendor(s) are committed to providing UCB customer s technical support within scope of the terms-of-service (TOS) free of charge as described below: Automated and online Support will be provided by vendor(s) 1 and is defined as troubleshooting and assisting with: setup of an account (RCT shall assist with initial provisioning of the service). access and server related issues online tools, control panel and server management - Customer is provided with certain online tools, and it is expected that the Customer use these tools to perform all available account and server management tasks. online tools, together with server management documentation and help, are available online at the support section of the Vendor s website. If Customer experiences difficulty using these tools, the Vendor's technical support personnel will help Customer learn how to use these tools. However, the Vendor s technical support personnel shall not be expected to perform for Customer the tasks that can be done through the available tools. support is to be provided to a customer s primary support contact. Research & Content Technologies will: provide the ability to signup for plans and will bill customers monthly for their usage in accordance to the TOS as agreed between Research & Content Technologies and vendor(s). refer you to IST-Campus Technology Services (ist-drupal@lists.berkeley.edu) who will provide paid consulting for set-up, development and monitoring of Drupal sites on the provided service. 1 (Vendor:

3 will escalate issues with Vendor as appropriate to ensure the terms as described herein are adhered to. Please note: Support prioritization is given to those issues that affect system availability and platform issues. Out of Scope Support installing or using Drupal code, themes, or modules beyond installing Drupal core start states. Updates, patches and other maintenance of Drupal code, themes, modules. This is the Customer s responsibility. For more information, please consult the following documentation: Pantheon Terms of Service: IST Service Catalog: Billing please see Rates below 2.3 Escalation please see Escalation below. 2.4 Assumptions Services provided by Research & Content Technologies are clearly documented in the IST Service Catalog: All Subscription Services are provided on a monthly recharge basis. Service Documentation by vendor is provided at the following URL: Support Documentation by vendor is provided at the following URL: Terms of Service Agreement for vendor is provided at the following url: Additional support resources specific to UCB will be provided at following URL: Service will be provided assuming adherence to any related policies, processes and procedures, and are offered assuming practices outlined in vendor(s) Term s of Service. 2 Research & Content Technologies is not responsible for the content of the site, copyright, policy compliance etc. Hosted content will not contain data that is described as requiring Protective Measures in the campus policy for Minimum Security Standards for Electronic Information. 3 Vendor(s) services are not appropriate for restricted data. Refer to for further information. Use of vendor(s) services must comply with Campus Policy for Online Activity. 4 Customers will make an effort to understand basic usage of the online tools and shall familiarize themselves with vendor(s) FAQ s regarding Getting started, Frequently Asked Questions and vendor(s) development best practices, if available Minimum Security Standards for Electronic Information 4

4 When there is an issue that cannot be resolved through vendor(s) online resources, training and consulting will be recommended. Additional monthly consulting can be arranged on a Time & Materials (hourly) basis by IST-Campus Technology Services. 3 Roles and Responsibilities 3.1 Parties Parties Title / Role Contact Information Research & Content Service Provider ist-drupal-hosting@berkeley.edu Technologies Customer Customer Billing Contact 3.2 Research & Content Technologies Responsibilities Research & Content Technologies responsibilities and/or requirements in support of this Agreement include: Representation of University constituents in brokering Vendor s services. Representation of customer when escalation is warranted to Vendor beyond basic technical support. 5 Maintain, augment, and link to up-to-date user documentation. 6 Review Service Level Agreement annually and notify customer of updates or changes. Communicate changes in terms of service or support policies from Vendor. Communicate major service outages scheduled and unscheduled. Status will also be updated on Provision, deprovision sites and manage (compute) resource re-allocation. Will respond with site creation instructions. 3.3 Vendor s Responsibilities Provides platform for developing and hosting Drupal websites and applications ( Adhere to Terms of Service as documented in following url: Provide notifications of service outages scheduled and unscheduled ( Provide support for troubleshooting, account setup, and use of online tools ( Provide 24/7 emergency support ( Maintain and augment service documentation: 5 Please contact [ist-drupal-hosting@berkeley.edu] Service Provider Manager. 6

5 3.4 Customer Responsibilities Customer responsibilities and/or requirements in support of this Agreement include: Submit account creation and site provisioning requests using Content Management Portal: Prompt payment or provisioning of appropriate chartstring. Designate department billing contact. The customer is expected to review the online vendor(s) user manuals (Technical Documentation, FAQ s & Tutorials can be found at this URL) 7 and Terms of Service 8 and adhere to policies and best practices described therein. Consult UC Berkeley specific documentation: Customers will be responsible for installing, configuring and maintaining software/tools required for site building or server access. Provide a contact person who is technically able to install, upgrade and configure software/tools on the service. Customers will be fully responsible to support all code, files, configurations and site content, and keep updated pursuant to Mininum Security Standards. 9. Monitoring: Customers are expected to monitor site performance and notify Research & Content Technologies via (ist-drupal-hosting@berkeley.edu) when they need to increase server resource allocation (i.e., move to new hosting plan). The Research & Content Technologies team may also contact the site contact with specific action requests resulting from basic service monitoring. Security Contact: Berkeley Hostmaster will not point a.berkeley.edu domain at a site unless customer has registered a security contact for the site's IP address. Customers must complete form here: More information about Security Contact Policy: Offsite DNS: Customers need to initiate a DNS request in order to point a.berkeley.edu domain at a site. After completing the Offsite Hosting Form ( IT Policy will review the request. On approval they will reply by to customer by opening a work ticket with UC Berkeley Hostmaster. CalNet Authentication and SSL: The preferred way to authenticate to a website is by using CalNet Authentication. If there is some reason that customer cannot use CalNet authentication with site, customer should use SSL ( to secure Drupal's standard authentication mechanism. Service cancellation must be submitted to ist-drupal-hosting@berkeley.edu. 7 Ibid

6 4 Contact Information Vendor (Pantheon) can be contacted via Support page ( to file a support ticket (troubleshooting, account setup, and use of online tools) or request emergency support. The Research & Content Technologies team can be contacted for service provisioning and billing-related requests with an to ist-drupal-hosting@berkeley.edu. These requests will be processed during regular business hours, 8:00 a.m. to 5:00 p.m., Monday through Friday except Federal holidays, University holidays, and announced University closures. 5 Hours of Coverage, Response Times & Escalation 5.1 Vendor vs. IST Section 5 refers to IST Research & Content Technologies role in provisioning sites, billing and support escalation. Vendor Coverage, Response Times and Escalation are outlined in their support page ( and Terms of Service ( 5.2 Hours of Coverage Research & Content Technologies hours of operation are 8:00 a.m. to 5:00 p.m., Monday Friday except Federal holidays, University holidays, and announced University closures. Customers may use any of the methods of contact as stated in Section 4. Requests via ist-drupal-hosting@berkeley.edu can be submitted 24 hours a day, 7 days a week and will be processed during the next business day Incident Response Times Incident response times: Although may the team may not be able to provide resolution immediately, Research & Content Technologies has a goal to do its best to respond to incidents within four (4) business hours, this may vary depending on prioritization of service requests as described in this document Prioritization Research & Content Technologies will prioritize incoming incident requests based on the following criteria: Number of departments or people affected. Impact on scholarship (research or teaching) or administrative function. Risk to safety, law, rule, or policy compliance. First-come, first-serve basis (above criteria being equal) Service Requests A service request means a request is made by a customer to Research & Content Technologies for support of a service that the customer has already provisioned. Service requests will be processed during normal business hours via any of the methods outlined in Section 4. Research & Content Technologies general response to requests is within 4-8 business hours of receipt. Some service requests have faster response times. Please refer to the service catalog for individual response times.

7 5.3 Escalation If you are not satisfied with the level of service on a request, please contact Patrick McGrath (patrickm@berkeley.edu) from Research and Content Technologies. Escalation requests are categorized and processed as appropriate and will be responded to with the action taken. 5.4 Other Requests Vendor accepts features requests through its support ticketing system ( Requests for changes to IST hosting plans can be submitted via ist-drupal-hosting@berkeley.edu. 5.5 Service Exceptions to Coverage Exceptions to Hours of Coverage (Section 5.3) for IST support for site provisioning, billing, and support escalation: Exceptions Parameters Coverage Federal Holidays N/A No coverage University Holidays N/A No coverage Scheduled Maintenance(s) (As scheduled) No coverage 6 Maintenance and Service Changes The Change Management process by vendor(s) minimizes unintended service disruptions or other impacts to the Campus as a result of changes in the production environment. Vendor(s) does this by monitoring, managing, and evaluating changes to maximize the service benefits to the customer, while minimizing the risks involved in making those changes. Vendor will be responsible for communicating services, maintenances, and outages via , vendor status page ( and Twitter account ( Major vendor(s) related services, maintenances, and Campus outages will be published at IST System Status page ( There are three categories of service changes: Planned Maintenance: Planned service maintenance is approved work that is planned and scheduled prior to the change. Research & Content Technologies or vendor(s) will communicate (as needed) to the appropriate audience prior to the scheduled change. Unplanned Maintenance: Unplanned service maintenance is priority work that is unplanned due to an urgent repair to prevent failure. Unplanned service outages will be given priority (and communicated immediately) on a case-by-case basis depending on the type and urgency of the service failure. Emergency Service Change: An emergency service change is defined as a service failure that affects the entire campus or significant number of users that requires immediate repair. Emergency Service Changes are communicated to the appropriate Research & Content Technologies contacts to determine necessary communication steps. Emergency service announcements are communicated usually the day of the service failure. Off-hours service failures are communicated the following business day.

8 7 Rates 7.1 Rate Process Recharge rates are calculated by IST to achieve cost recovery and approved by the Campus Recharge Committee based on campus recharge policies ( All charges will be rebilled to customer chart string based on direct charges from Pantheon. 7.2 Charges Customers will be billed monthly. Customers may terminate the service at any time without charge with 30 days advance notice. No refunds will be issued for unused service. Any billing questions should be directed to: 8 Reviewing and Reporting This SLA covers the period from February 2012 to February 2014, and will be reviewed and revised at the end of this period. 8.1 SLA Reviews This Agreement will be reviewed annually or as otherwise needed. Research & Content Technologies maintains responsibility for the content of this document, may amend it as required and communicate changes to all affected parties. This Agreement will be posted to the following location and made accessible to all customers: Document Location: All Service Level Agreements can also be accessed for Research & Content Technologies in the IST Service Catalog.

9 9 Signatures DEPARTMENT authorization Signature: Date: Name: Title: Department: Phone: UCB IST authorization Signature: Date: Name: Title Department: Phone: