Service Level Agreement for Blackbaud Raiser s Edge Database and Blackbaud NetCommunity

Transcription

1 Service Level Agreement for Blackbaud Raiser s Edge Database and Blackbaud NetCommunity

2 Contents 1 Introduction Scope of the Agreement Review Contacts 3 2 Service and Support Description Service activities included in the scope of the SLA Support activities included in the scope of the SLA Service and Support coverage Service and Support Eligibility Service and Support Issue Escalation 4 3 Customer Responsibilities 4 Appendix 1 5

3 1 Introduction The service provides a hosted solution of Blackbaud's Raiser's Edge, accessed using Citrix for Blackbaud Application Hosting. The service also includes the web portal Blackbaud Net Community (Yorkspace.net) which alumni use to access the data within Raiser s Edge. 1.1 Scope of the Agreement The agreement covers the actions and requirements placed on the Database team 1.2 Review The SLA will be review annually with an initial review date of 31 August Contacts Database Manager Mary Stephenson [email protected] Database Assistant Hannah Droop [email protected] Database Assistant Vicky Patteson [email protected] 2 Service and Support Description Incidents reporting and service and support request with their resolution targets are listed in Appendix Service activities included in the scope of the SLA In conjunction with Blackbaud Hosting Team, management of hosting of the Raiser s Edge (RE) and Net Community (Yorkspace.net). In conjunction with Blackbaud Hosting Team managing the patching and version upgrades of RE and Yorkspace.net. Management of all reported faults Resolving, where possible on first contact, incidents relating to service and/or providing timely information Escalating to Hosting Support service incidents that cannot be resolved on first contact Fulfilling Service requests on first contact where possible 2.2 Support activities included in the scope of the SLA Providing support to all registered users to enable information to be recorded, manipulated and exported using systematic and agreed procedures.

4 2.3 Service and Support coverage The service aims to be available 24/7, 365 days a year, with the exception of designated maintenance widows. Maintenance is usually carried out on Sundays between 00:01 and 06:00. Support for the service is through the database team between 09:30 am and 5pm Monday to Friday. 2.3 Service and Support Eligibility All registered users of RE. 2.4 Service and Support Issue Escalation The escalation route for issues relating to incident handling, or service request fulfilment is as follows. Please follow the route below if you are unhappy with the level of service. 1 Database Manager 2 Director, Development and Alumni Relations Office 3 Customer Responsibilities Registered users will be responsible for working in partnership with the database team to enable the application and use of best practice in respect to the management and operations of RE and Yorkspace.net. This includes: Ensuring that the data gathered and held within the database complies with the University of York Development and Alumni Relations Office data protection statement and is treated confidentially and with the utmost care and respect. Using the database in accordance with the Acceptable Use Policy. Reporting incidents, service degradations and service disruptions to the Database Team Engage at the earliest possible time with the Database Manager when changes are requested. Participate in service reviews upon request.

5 Appendix 1 Incident Reporting and Service and Support Request Service Raiser s Edge Authentication Permission Issues Connection Issues Reported faults Yorkspace.net Reported faults Support Raisers Edge Username and password issues Adding information to a record Creating simple and complex queries Managing events Exceptional circumstances for export of data (Service Provider Agreement) Creating exports Training Yorkspace.net Username and password issues User registration and password issues Profile update issues Unsuitable materials Resolution Within 1 hour of receipt of telephone call or Within 1 day of receipt of telephone call or or if request too complex information on the next training event covering the subject area to be Within 1 day of receipt of telephone call or , and/or information on the next training event to be Within 1 day of receipt of telephone call or , and/or information on the next training event to be Within 1 day of receipt of telephone call or Within 1 day of receipt of telephone call or , and/or information on the next training event to be Specific training events and user groups are scheduled throughout the academic year and will be communicated to registered users. Within 1 hour of receipt of telephone call or Within 2 working days Within 2 working days Within 2 working days

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