ETS Sites Service Level Agreement

General Overview

This is a Service Level Agreement (SLA) between the Enterprise Technology Services (ETS) and customer department (Customer) to document:

  • The technology services ETS provides to Customer
  • The general levels of response, availability, and maintenance associated with these services
  • The responsibilities of ETS as a provider of these services and of clients receiving services
  • This SLA covers the period beginning the date on which this document is agreed upon, and is perpetual until superseded by a future revision or terminated

Service Description

  • Supports Drupal platform version considered "production quality" by http://drupal.org -- typically these include only the most current version and one previous -- along with all functionality offered by the platform (content management, webforms, modules, etc.)
  • Highly reliable and scalable infrastructure monitored 24x7x365 -- including nights, weekends, and holidays -- with incident response times generally less than an hour
  • Separate development version of website so that changes can be implemented and reviewed without affecting the production/public facing version of your site
  • Security update patches applied continually (Drupal release an update every 2-3 months, security updates are released as soon as they are known)
  • Service calls during normal UCSB business hours (8a - 5p weekdays)
  • Traffic and usage analysis via ETS Web Analytics
  • Daily backup with ability to restore data up to two months

Assumptions

Systems will employ backup technologies and have disaster recovery mechanisms in place.

Service will be provided in adherence to UC Electronic Communications Policy as specified at http://www.ucop.edu/ucophome/policies/ec/

Roles and Responsibilities

ETS Responsibilities

ETS’s responsibilities and/or requirements in support of this Agreement include:

  • Managing services as described above
  • Meet response times associated with incidents and support requests
  • Appropriate notification to Customer for all scheduled maintenance
  • Coordinate with website developers to provide initial connectivity configuration
  • Coordinate with website developers to analyze feasability of providing functionality beyond base service, such as the installation of 3rd party Drupal modules

Customer Responsibilities

Customer responsibilities and/or requirements in support of this Agreement include:

  • First-tier support of end-users, including website design, website content and all change requests
  • Management of escalated support requests

Requesting Support

  • First-tier support will be provided by departmental staff
  • ETS will handle support requests only from Support Staff listed above; requests that originate from anyone other than those listed in Support Staff will be ignored.
  • Standard support requests should be issued by e-mail to sites-admins@lists.ets.ucsb.edu

Hours of Coverage & Response Times

Support

  • Response time for e-mail support requests made within normal business hours (8am – 5pm) will be less than four hours, but will most often be handled within one hour. Support requests outside normal business hours will be handled the following business day.
  • Urgent support requests made by phone – once determined to be high-priority – will be handled within one hour.

Incidents

Listed services will be maintained using modern internet security and privacy protections, with availability that meets or exceeds 99.9% annually.

Any interruption in the normal functioning of a service or system is an incident. OIST will monitor availability of these services 24x7x365, and incident response times will most frequently be on the order of minutes. During hours of 8am – 5pm, incident response times will never be greater than 4 hours.

Outage Notification

ETS will notify customers via e-mail of both planned and unplanned outages.

Maintenance and Service Changes

The above services may require maintenance intervals in order to meet established service levels. These activities will render systems and/or services unavailable for normal users. Any scheduled maintenance will be preceded by an e-mail notification at least 48 hours in advance.

Any significant changes that affect the use of the above services will be preceded with notification at least two weeks in advance.

Rates

The ETS Sites hosting rates are based on our costs to initially develop and support your site as well as maintain the software and hardware hosting infrastructure. The largest fraction of these costs are in site development and support, which allows us to offer two pricing models based on the complexity of your site:

  • Simple sites -- defined as those containing less than 80 feature "modules" -- cost $352/year 
  • Complex sites -- which are those that contain  80 or more "modules" -- cost $980/year

The level of complexity involved depends on your needs and is determined solely by the features you request when designing and implementing your site. Consult with your site designers for details on module count.

Service is billed annually in advance at the beginning of each fiscal year. Billing for new sites occurs upon site instantiation and is prorated to the end of the current fiscal year. 

Reviewing and Auditing

This Agreement is valid from the point at which service begins and is valid until terminated. The Agreement may be terminated by either party given 60 days notice.

The Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Service Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.