UITS Service Level Agreement Terms and Conditions. For. Website Hosting, Maintenance and Support Services

Transcription

1 University Information Technology Services 1077 N. Highland Avenue University of Arizona Tucson, AZ UITS Service Level Agreement Terms and Conditions For Website Hosting, Maintenance and Support Services UITS Web SLA Terms and Conditions Revision 1.1 Page 1 of 12

2 1. UITS SLA For Website Hosting, Maintenance and Support Services Terms of Website Support Service: Appendix B outlines the division of duties. Unused support hours will be forfeited at the end of the term of this agreement and if more hours are required during this year s agreement, UITS will not bill additional time. However the excess hours will be evaluated during the next renewal period. To facilitate documentation and tracking of these requests, a UITS ticketing system must be used via the following request form: (for emergency escalation, refer to Appendix B). Work Requests must be initiated by the Primary Contact or a pre-designated delegate. All Work Requests will be reviewed by the Primary Contact for UITS. Work requests will be authorized by mutual consent of both Primary Contacts. These Primary Contacts are identified in the Contact Information section of this agreement. Upon authorization of each request, a mutually agreeable timeline for providing the services will be established by mutual consent. To facilitate tracking and documentation, a UITS ticketing system will be used. Services Not Covered as Website Support Project work and site enhancement work, including website usability, design or development requests requiring more than five (5) hours of resource time, will be addressed with a separate Service Agreement. 2. Detailed Responsibilities 2.1. UITS Responsibilities UITS will provide the website hosting, host maintenance and website support services described in the service level agreement, in good faith and following best practices. UITS will provide The Client with periodic updates as to the operational stability of the Website, and including identification of any operational concerns or suggestions for enhanced performance. UITS will respond to work requests in a timely manner, addressing production issues and new work projects in accordance with the terms identified in this agreement and the agreement Appendices. Refer to Appendix B for more detail. UITS Web SLA Terms and Conditions Revision 1.1 Page 2 of 12

3 2.2. Client Responsibilities The Client is responsible for timely review and response, as appropriate, of UITS communications related to the website hosting, maintenance, support, and deployment services described in this agreement. The Client s personnel are responsible for maintenance of website content using the Drupal Content Management System (CMS) interface. The Client will notify UITS immediately if any evidence of a security breach is discovered; such as hacking, defacement, or denial of service attacks. The Client will request work in accordance with the terms identified in this agreement and the agreement Appendices. UITS Web SLA Terms and Conditions Revision 1.1 Page 3 of 12

4 UITS SLA General Terms and Conditions 2.3. General Service Availability Server access and website uptime are generally available 24/7/365, except during scheduled maintenance windows, semester freezes, security forensic investigations, unanticipated server/network errors, etc. UITS reserves the following times for scheduled maintenance activities to improve services. Note: most scheduled maintenance activities normally result in approximately 15 minutes of site downtime. Timeframes listed below are placeholder windows of opportunity and may vary depending on server environment. Tuesdays 5:00am 7:00am UITS Network Servicing Tuesdays 5:00pm 10:00pm Website Maintenance Thursdays 5:00am 7:00am UITS Network Servicing Thursdays 5:00pm 10:00pm Website Maintenance Fridays 6:00pm midnight UITS Server Support Sundays 6:00am 6:00pm UITS Systems Server Support Occasionally, maintenance periods may be scheduled at times other than those listed above (such as emergency escalations described in Appendix B). UITS notifies the University community concerning these alternate maintenance periods as soon as they are scheduled. UITS will make every effort to minimize the number and duration of maintenance periods Information and Data Security Measures/University Security Policies UITS and The Client agree to comply with all applicable University of Arizona security standards, guidelines, and policies. UITS securely manages all information and data and takes responsible steps to prevent unauthorized access. The Client agrees to contact UITS immediately if a website security issue is noticed or suspected. UITS reserves the right to disconnect from the network any website that has been compromised or poses a threat to the University network or any other systems (see Section 2.1 for more detail) University Closure During the annual university holiday closure period 1, UITS operates with reduced staffing which may result in slower than normal response times for operator and systems administration requests. UITS has staff on-call during University closure. 1 UITS Web SLA Terms and Conditions Revision 1.1 Page 4 of 12

5 2.6. Warranties and Remedies Quality of service - UITS warrants that services will be performed in a professional manner consistent with applicable industry standards. Restoring level of service - In the event that UITS fails to provide the agreed level of service, UITS will make reasonable efforts (equal to the criticality of the issue) to restore the level of service as soon as possible Changes to Services Either party may propose changes to the scope, nature, or schedule of services being provided under this Agreement at any time. Both parties must agree in writing to all changes, including any adjustments to fees and expenses that result Payment Card Transactions Payment Card Transactions are not allowed on the provided hosting environment. Direct links to an external hosted order page must first be approved by UITS and ISO. Furthermore, additional charges may apply due to additional security scanning requirements. In addition, hosted order page vendors must be pre-approved by the University of Arizona (contact UITS and the Bursar's Office for payment gateway options) Confidentiality Personally Identifiable Information 2 is not allowed on the provided hosting environment. Please contact your Information Security Manager 3 to discuss secure data storage options. UITS and The Client mutually agree to keep all non-public information and data concerning the other party s business confidential, including, but not limited to, ideas, products, customers, or services. This includes any information or data that is of a personal, proprietary, or trade secret nature. Confidential information will remain the property of the disclosing party, and the receiving party will not acquire any rights to that information. Both parties agree to adhere to the Guidelines for the Collection, Use, and Disclosure of Personal Information at the University of Arizona available at UITS Web SLA Terms and Conditions Revision 1.1 Page 5 of 12

6 2.10. Services Outside the Scope of SLA If The Client requires UITS resources beyond the services outlined in this SLA, there may be an additional charge to be determined at the time of the service request. If the services are extensive or require significant UITS staff time, then UITS may require a new SLA or an addendum to this Agreement before rendering services Payment on Termination If the Agreement is cancelled before the Service Level Agreement end date, a refund to The Client will be processed and prorated monthly for a minimum of 1/12 of the annual amount. (See State Obligation for exceptions to this Agreement) State Obligation UITS and The Client agree that their performance may be dependent upon the appropriation of funds by the State Legislature of Arizona. Should the Legislature fail to appropriate the necessary funds, or should the University of Arizona s appropriation be reduced during the fiscal year, UITS or The Client may, after giving notice, cancel or reduce the scope of this Agreement if necessary and without further duty or obligation The Client Obligation The Client agrees to abide by this Agreement. In the event that client fails to abide by this Agreement, UITS is entitled to issue written notification of its intent to terminate this Agreement. Upon receipt of this notification, The Client will have 30 days to respond with a remedy. If The Client and UITS cannot resolve the issue, the Agreement will be considered terminated 30 days after The Client receives the termination notice. UITS will provide a prorated refund of any fees already paid by The Client. The Website Division of Duties is outlined in Appendix A. Issue Priority Levels are outlined in Appendix B UITS Obligation UITS will abide by this Agreement and perform services in a professional manner. In the event that UITS fails to perform as agreed, The Client is entitled to issue written notification of its intent to cancel this Agreement. Upon receipt of this notification, UITS will have 30 days to respond to the complaint of non-performance. If UITS and The Client cannot resolve the issue, the Agreement will be considered terminated 30 days after UITS receives the termination notice. In this case, The Client is entitled to a prorated refund. The Website Division of Duties is outlined in Appendix A. Issue Priority Levels are outlined in Appendix B. UITS Web SLA Terms and Conditions Revision 1.1 Page 6 of 12

7 Appendix A.: Website Division of Duties 1. Joint Responsibilities, The Client and UITS Web Services a. Testing of maintenance and security updates b. Testing of new or changed site functionality c. Identifying and troubleshooting bugs and problems 2. The Client Responsibilities a. Requirements gathering for new content b. Content creation c. Content approval d. Content maintenance e. Content testing f. Deciding on new features or functionality g. Determining if there is a need and defining the specifications h. Determining if UITS or an outside vender will do the work i. Production deployment approval j. Designated Campus Colleague (DCC) 4 setup, if required 3. UITS Responsibilities Infrastructure Services a. Support for Server hardware and configuration b. Support for System architecture maintenance and development c. Automatic backups d. Restoration support 4 UITS Web SLA Terms and Conditions Revision 1.1 Page 7 of 12

8 4. UITS Responsibilities Web Services a. Project coordination support i. New site setup and go-live ii. DNS changes iii. SSL 5 setup, if required (may incur additional charge) b. Maintenance and security updates to Drupal core and Drupal modules 6 i. Updates are rolled out to Test Environment first for testing ii. UITS schedules and announces if downtime is planned c. Coordinate with developers, consultants, Infrastructure, or responsible parties for bug and problem fixes d. After customer approval, communicate and then deploy version-controlled changes to production (in accordance with Website Maintenance change windows defined in Section 3.1) e. Provide after hours technical support for Priority 0 or Priority 1 issues as defined in Appendix B Major releases are not included (for example, upgrading from Drupal 7 to 8 would be a new project) UITS Web SLA Terms and Conditions Revision 1.1 Page 8 of 12

9 Appendix B: Issue Priority Levels Priority Level Definitions, Response Time and Escalation/Notification Process 1.0 Priority Level Definitions 1.1 Priority 0 (Disaster) This affects a major portion of the campus. It s a top priority, very serious and needs to be addressed immediately. This issue demands the undivided attention of as many people as it takes to solve the problem as fast as possible. 1.2 Priority 1 (Blocker) This indicates serious problems affecting the business of a significant number of highly critical or high profile users or applications where significant financial loss is threatened, including website down. Refer to Tables 1-3 at the end of this document for Priority 1 Escalation and Notification Timeline 1.3 Priority 2 (Critical) This indicates escalation of Normal / Minor tickets due to time or political sensitivity. Refer to Tables 1-2 at the end of this document for Priority 2 Escalation and Notification Timeline 1.4 Priority 3 (Normal) This is the default priority. Routine or everyday problems fall into this category: site specific issues; software bugs including Drupal modules; Site building or Content Management questions; performance issues or any failure where the affected customer indicates that the situation is not critical, etc. 1.5 Priority 4 (Minor) This is selected when the resolution to the problem is not time-sensitive or does not directly affect end users or applications. A higher-priority ticket may be downgraded to this priority if a temporary workaround has restored service but further work or monitoring is needed for a permanent solution. 1.6 Priority 5 (Trivial) Tickets with this priority level do not indicate a problem but generally refer to a request for information, a suggestion, implies a hold / pending state, or a very low priority. UITS Web SLA Terms and Conditions Revision 1.1 Page 9 of 12

10 Table 1: Priority Definitions, Service Availability, and Response Time Priority Level Priority Definition Service Availability Response Time 0 Disaster 24x7 Immediate Escalation 1 Blocker 24x7 Immediate Escalation 2 Critical 8am 5pm Business Day (5- Mon. Fri. 8hrs) 7 3 Normal 8am 5pm 2 5 Business Mon. Fri. Days 4 Minor 8am 5pm As Needed Mon. Fri. 5 Trivial 8am 5pm As Needed Mon. Fri. Contact Method Direct contact of web team; 24/7 after hours Direct contact of web team; 24/7 after hours Web Request Form Web Request Form Web Request Form Web Request Form Table 2: Escalation Contact List Contact Name Phone /Link 24/ Web Team Manager Donna Bieg donnabieg@ .arizona.edu Web Operations Ben Emmons emmons@ .arizona.edu Web Request Form 7 Note: With a response time of 5-8 hours, we MUST get customer approval to push CRITICAL changes to production by noon same day. UITS Web SLA Terms and Conditions Revision 1.1 Page 10 of 12

11 Web Services Request Process Is site functioning? No Level 1 Time of Request Standard Business Hours? No Contact 24/7 at /7 Contacts UITS Operation Center who will contact on call lead Yes Yes Contact Web Team directly (phone, ) Is issue server level? Yes Web team works with Infrastructure team to resolve. No Web Team troubleshoots issue and coordinates resolution activities as soon as possible Is this an issue with site? Yes Complete Web Request Form Urgent? Yes Web Team triages issue and responds within 4-8 business hours No Web Team responds within 3 5 business days Issue confirmed resolved? Yes Close ticket No Routine Request: New site, DNS Changes, Code Delivery etc Complete Web Request Form or Contact Web Services Manager Web Team will coordinate and plan activities and dates with client. Escalate UITS Web SLA Terms and Conditions Revision 1.1 Page 11 of 12

12 Table 3: UITS Priority 0 and 1 Escalation and Notification Timeline when utilizing 24/7 Min (unresolved) 0 Problem occurs 15 Contact Primary On-Call Person 30 Contact: Primary On-Call person, alternative methods Secondary On-Call person 45 Contact: Secondary On-Call person, alternative methods NetOps Group Manager NOC Manager Computer Network contact (as appropriate) 60 Contact: Manager, Web Services 120 Contact: Previous contacts plus the following Executive Director, Campus IT Operations 180 Contact: Previous contacts plus the following Emergency Response Team (Priority 0) Deputy CIO 240 Contact: Previous contacts plus the following CIO UITS Web SLA Terms and Conditions Revision 1.1 Page 12 of 12