Client Support Services Guide. Blackboard Ally

Transcription

1 Client Supprt Services Guide Blackbard Ally Publicatin Date: February 2019

2 Wrldwide Headquarters th Street NW Ninth Flr Washingtn, DC tll free US & Canada telephne facsimile Internatinal Headquarters Paleisstraat RB Amsterdam The Netherlands (0) (NL) telephne +31 (0) (NL) facsimile Cpyright Blackbard, the Blackbard lg, BbWrld, Blackbard Learn, Blackbard Transact, Blackbard Cnnect, the Blackbard Outcmes System, Behind the Blackbard, and Cnnect-ED are trademarks r registered trademarks f Blackbard Inc. r its subsidiaries in the United States and ther cuntries. U.S. Patent Numbers: 6,988,138; 7,493,396; 6,816,878. Sun, Java, JDK, JVM, JDBC, Slaris, Micrsft, Windws, Windws Server, Windws Vista, SQL Server, Internet Explrer, Oracle, Red Hat, Enterprise Linux, Apple, Mac OS, Tiger, Lepard, Snw Lepard, Safari, Apache Tmcat, Tmcat, Mzilla, Firefx, JAWS fr Windws, VMware, Xen, Wimba Prnt, Acxim Identify-X are trademarks r registered trademarks f their respective wners. Other prduct and cmpany names mentined herein may be the trademarks f their respective wners. N part f the cntents f this manual may be reprduced r transmitted in any frm r by any means withut the written permissin f the publisher, Blackbard Inc. ALL SUPPORT SERVICES PROVIDED BY THE COMPANY ARE SUBJECT TO THE TERMS AND CONDITIONS OF THE APPLICABLE SOFTWARE LICENSE AGREEMENT OR SUPPORT SERVICES AGREEMENT BETWEEN COMPANY AND THE APPLICABLE LICENSEE. BLACKBOARD RESERVES THE RIGHT TO MODIFY THIS DOCUMENT, FROM TIME TO TIME, EFFECTIVE FIVE (5) DAYS AFTER SUCH MODIFIED DOCUMENT IS POSTED AT THE RELEVANT LINK, SUCH POSTING TO CONSTITUTE EFFECTIVE NOTICE OF CHANGES i

3 Table f Cntents Intrductin... 3 Supprted Prducts... 3 Scpe... 3 Definitins... 3 Blackbard Ally Availability... 3 Technical Supprt... 4 Tier 1 Technical Supprt... 4 Tier 2 Technical Supprt... 4 Supprt Services Severity Levels & Target Respnse Times... 4 Severity Level 1: Emergency... 5 Severity Level 2: High... 5 Severity Level 3: Medium... 5 Severity Level 4: Lw... Errr! Bkmark nt defined. SLC Review and Escalatin Prcess... 6 ii

4 Intrductin The fllwing is the Client Supprt Plicy referred t in the Blackbard Terms and Cnditins and is applicable nly t Clients with active Supprt Agreements fr Ally. This plicy is subject t change frm time t time, which will becme effective upn Blackbard psting a new versin n the Blackbard Supprt prtal (Behind the Blackbard) and ntifying the Client f the new versin. Supprted Prducts Blackbard Inc., tgether with its subsidiaries (the Cmpany ), currently makes Supprt Services available fr certain Prducts. Supprt Services are based n the supprt categry t which each versin f the Prduct has been assigned by the Cmpany. Supprt Services are subject t the terms f the applicable sftware license agreement (the Agreement ) between the Cmpany and the applicable licensee (the Client ). The Cmpany Prducts that are currently cvered (individually, the Prduct ; cllectively, the Prducts ) are as fllws: Ally Scpe The scpe f Blackbard Ally s Service Level Cmmitment ("SLC") fr ur platfrm (Learning Management System integratin, Ally institutinal reprt, Ally REST API) includes Blackbard Ally s Hsting Service and Technical Supprt. It des nt include any prtin f the public Internet r the custmer s netwrk and hardware. Definitins Fr the purpse f defining the meaning f key terms used in this SLC, the fllwing definitins are prvided. Availability - The ability t access the Learning Management System integratin, Ally institutinal reprt and Ally REST API. If any f these fail fr reasns ther than user errr r missin r public netwrk issues, then the system is deemed unavailable. Failure f Ally t prvide an Alternative Accessible Frmat r instructr feedback fr an individual cntent item des nt quality as the system being unavailable. Infrastructure - The netwrk, including netwrk sftware, hardware, perating system, and webserver tiers f a system. The Blackbard Ally infrastructure is prvided by Amazn Web Services (AWS), which guarantees netwrk and pwer high-availability. They cnfirm t Blackbard Ally that they are in cmpliance with security safeguards and requirements. Netwrk - Blackbard Ally s netwrk starts and ends with the demarcatin pint at which Ally s netwrk traffic is handed ff t ur upstream transit vendr. All public netwrks (Internet) and yur internal netwrks are nt included in this SLC. Blackbard Ally Availability 1. Hsting Service: Available 24x7x365 (except fr scheduled and unscheduled utages) 2. Blackbard Ally mnitrs its prductin servers and cnnectivity t them thrugh internal and external mnitring applicatins. Our staff will take the apprpriate actin t reslve the prblem. Key staff has 24x7 remte access t the Blackbard Ally infrastructure. As part f ur SLC, we: a. Prvide 24x7x365 respnse and/r crrective actin t service utages affecting any part f the Blackbard Ally infrastructure b. Prvide real-time server mnitring c. Manage repair prcedures t Blackbard Ally s infrastructure d. Prepare a Rt Cause Analysis fr all service interruptins relating t Blackbard Ally s infrastructure 3

5 3. The server and netwrk system (Learning Management System integratin, Ally institutinal reprt, Ally REST API) will be available fr a minimum f 99.7% n a calendar quarterly basis, prvided that a service interruptin during regularly scheduled maintenance shall nt be deemed unavailability. 4. During maintenance perids the system may be unavailable. Maintenance perids are nly used as required. Maintenance updates that require platfrm dwntime will be cmmunicated ne week in advance t allw fr prper crdinatin f client updates and training. 5. Other planned service interruptins will be cmmunicated t clients at least tw business days in advance. 6. An unplanned service interruptin will be addressed immediately. Technical Supprt Blackbard Ally technical supprt is prvided t the rganizatin s primary technical cntacts. Tier 1 Technical Supprt Tier 1 technical supprt is available 24x7. Tier 1 technical issues include: Sftware installatin and cnfiguratin Prduct features and functinality Tier 2 Technical Supprt Tier 2 supprt is available Mnday thrugh Friday, 8:00am 5:00pm US Eastern Time. Tier 2 issues are generally thse that are beynd the scpe f Tier 1 and require further escalatin and research. Supprt Prtal The Client s Designated Cntact will be prvided a lgin t access t the Behind the Blackbard Supprt Prtal (behind.blackbard.cm). Use f Supprt Prtal is the mst efficient and the preferred cmmunicatin methd frm Clients relating t supprt. The Supprt Prtal may be accessed either during, r utside f, Standard Supprt Hurs. Telephne Cnsultatin The Client s Designated Cntact may als reach Blackbard Supprt by telephne fr telephne cnsultatin regarding Client s questins during Standard Supprt Hurs. It is recmmended that a supprt case be submitted thrugh the Supprt Prtal prir t making a call. The Client Supprt Phne Numbers are llisted in full n Behind the Blackbard. Supprt Services Severity Levels & Target Respnse Times All supprt requests are imprtant. Hwever, sme requests take precedence ver thers. Supprt has created fur categries ( Severity Levels ) fr supprt requests. Requests fr supprt are handled based f severity level assigned t each issue. Severity Levels als determine initial respnse time targets. The mst severe cases have the swiftest targeted respnse times. Severity Level definitins and their respnse times are described in the sectins belw. Nte: Severity Level Agreement respnse times may vary. Please refer t the Client cntract when in dubt. The time a request is lgged is the time the call r web-based self service request is recrded by the Cmpany. Web-based self-service and telephne are the nly apprved means fr initial supprt request submissin under Cmpany Supprt. The Supprt staff is nt respnsible fr respnding t requests made by third parties 4

6 r directly t Cmpany Supprt staff members, r by any means ther than thse described abve. Blackbard classifies Supprt Incidents as fllws: Severity Level 1 Yur Blackbard Prductin System is dwn and nt functining, the system is disabled r nn-respnsive. Sme examples f Severity Level 1 Applicatin errrs are as fllws: N users are able t access the service Service is nt able t cmmunicate with external systems. When a Severity Level 1 issue is reprted, the Cmpany will assign resurces t remedy the errr; if access t the Prduct is required, we ask that yu prvide access t yur system and ther sftware fr the duratin f the errr crrectin prcedures. Respnse time fr Severity Level 1 is within ne (1) hur when the case is submitted during Blackbard Standard Supprt hurs, and tw (2) hurs if the case is submitted after Blackbard Standard Supprt Hurs. Nte: Severity Level 1 nly applies fr Prductin Envirnments. Severity Level 2 Yur Blackbard Prduct is functining but majr cmpnents are unavailable r unusable. The Applicatin is running but yu may be unable t use majr prtins f the Sftware. Sme examples f Severity Level 2 Sftware errrs are as fllws: The service is unavailable t a subset f users r it is intermittently unavailable. A majr functinal cmpnent is unavailable. When a Severity Level 2 issue is reprted, the Cmpany will assign resurces t remedy the errr; if access t the Prduct is required, we ask that yu prvide access t yur system and ther sftware fr the duratin f the errr crrectin prcedures. Respnse time fr Severity Level 2 is within fur (4) hurs when the case is submitted during Blackbard Standard Supprt Hurs, and twelve (12) hurs if the case is submitted after Blackbard Standard Supprt Hurs. Severity Level 3 Yur Blackbard Prduct is perating clse t nrmal; hwever minr cmpnents are functining abnrmally. Respnse time fr Severity Level 3 is within ne (1) Business Day when the case is submitted during Blackbard Standard Supprt hurs, and the next Business Day if the case is submitted after Blackbard Standard Supprt Hurs. Severity Level 4 Severity Level 4 implies that the Sftware is perating nrmally but yu may be in need f instructinal assistance. Respnse time fr Severity Level 4 is within ne (1) Business Day when submitted during Blackbard Standard Supprt hurs and the next Business Day if the case is submitted after Blackbard Standard Supprt Hurs. Nte: Severity Level 1, 2, and 3 will take pririty ver Severity Level 4 cases. Reprting an issue When submitting a case, Client shuld include steps t recreate the prblem in a similar envirnment t assist Blackbard Supprt with case investigatin. Client shuld fllw these guidelines when submitting the Case: 5

7 The Case frm must be cmpletely filled ut. Blackbard may be unable t act upn any incident until all infrmatin reasnably requested has been received by Blackbard. All infrmatin s requested is critical in evaluating the issue. If the Case frm des nt have the required infrmatin requested, Blackbard will need t request the additinal infrmatin, thereby delaying the prcess. If the additinal infrmatin is nt prvided within seven (7) days, the request will be cnsidered withdrawn and the Case clsed. Client may create a new case r repen the request at a later date nce Client is able t submit the requested infrmatin. Client must designate n the Case frm the incident classificatin that is apprpriate fr Client s prblem. Pririty will be given t Level 1 Level 2 incident designatins. Client must maintain necessary accunt(s) fr Blackbard supprt t access the site. Client must prvide via the Case frm : Case Reslutin A full descriptin f the prblem, Sample f utput shwing the prblem, Steps t reprduce the prblem, Expected results, and, A cpy f the input transactin that caused the prblem. After the initial respnse t yur supprt request, Supprt will respnd t subsequent requests within ne (1) business day f: Case creatin replies t supprt@blackbard.cm s cncerning yur case. Ntes added t cases using web-based self-service. Supprt s targeted reslutin times are: One (1) subsequent business day fr issues with a slutin that has been previusly implemented and validated by the Cmpany, prvided that Cmpany has previusly reslved the slutin within ne (1) business day f its identificatin by the Cmpany as a knwn issue ( Rutine Issues ). A cmmercially reasnable effrt until reslutin is reached fr all nn Rutine Issues ( Cmplex Issues ). Targeted reslutin times are applicable fr implementatins perating in certified cnfiguratins. Client Escalatin Please refer t the Escalatin Prcedures link n the Behind the Blackbard Hme page fr a dwnladable cpy f the Blackbard Escalatin Prcedures SLC Review and Escalatin Prcess Blackbard Ally reviews the SLC annually. Any Severity 1 issues that are nt reslved adequately will be escalated t Supprt management. 6

8 Blackbard.cm Cpyright Blackbard Inc. All rights reserved. Blackbard, the Blackbard lg, BbWrld, Blackbard Learn, Blackbard Transact, Blackbard Cnnect, Blackbard Mbile, Blackbard Cllabrate, Blackbard Analytics, Blackbard Engage, Edline, the Edline lg, the Blackbard Outcmes System, Behind the Blackbard, and Cnnect-ED are trademarks r registered trademarks f Blackbard Inc. r its subsidiaries in the United States and/r ther cuntries. Blackbard prducts and services may be cvered by ne r mre f the fllwing U.S. Patents: 8,265,968, 7,493,396; 7,558,853; 6,816,878; 8,150,92