eCommons Service Level Agreement 2013 - 2015

1 General Overview

This is a Service Level Agreement (“SLA”) between the campus community and the Information Technology Services Division (ITS) to document:
  • The eCommons Service
  • The general levels of response, availability, and  maintenance associated with these services
  • The responsibilities of ITS as a provider of these services
  • The responsibilities of the clients receiving these services
  • Deviations from the standard processes documented in the ITS and Campus SLA

This Agreement is valid from July 1, 2011. Review is every two years, or as otherwise needed.


2 Service Description

ITS clearly documents services provided in the ITS service catalog (http://its.ucsc.edu/services)

2.1 Service Scope

Our CLE is named eCommons, UCSC's Education Commons for teaching, learning and collaboration. It is based on an open source application, Sakai. UCSC has contracted with a vendor to provide and maintain a standard set of integrated and supported tools, through June 2012. These tools can be used to supplement a project or class. Students, faculty and staff can access site materials and tools via secure, validated web browsers using their CruzID and CruzID Gold password to login. eCommons is available 24 hours a day, seven days a week except during planned maintenance events.

CLE tools and features
Full list available at its.ucsc.edu/ecommons/tools.html includes the following popular subset:

  • Threaded message forums, email
  • Live Chat
  • Resources, Syllabus, Lessons
  • Web Content, Blogs and, Wiki
  • Quizzes and Surveys
  • Gradebook and Gradebook2
  • Site Storage: 2 GB (per site)
  • Upload Maximum File Size: 512MB

In addition, ITS provides infrastructure, people, and processes to support:

  • Consulting to UCSC instructors on usage and best instructional design practices
  • Escalated support services
  • Vendor relations and referred incident and problem escalation on behalf of UCSC users
  • Vendor supported system operations, administration and network connections, system level backup processes and disaster recovery via service contract
  • Local application administration and configuration
  • AIS data integration
  • CruzID administration and support

2.1.1 User Requirements

  • Users must have a valid UCSC CruzID and CruzID Gold password to access the CLE
  • Internet access using compatible browsers, plug-ins and settings as specified by application.
  • This application is governed by The Regents of the University of California. Use of this application's services subjects users to applicable law and university policies, procedures, and collective bargaining agreements, including, but not limited to UCSC's Acceptable Use Policy and the Access to Information Statement. Misuse may result in the loss of access privileges and/or administrative discipline under applicable UC policies and collective bargaining agreements, and/or criminal prosecution under applicable statutes

2.1.2 Boundaries of Service Features and Functions

  • UCSC Staff with CruzID and Gold Passwords have access to CLE accounts and may create project sites. Accounts are uploaded quarterly.
  • Staff needing accounts may request them via the ITR ticket system.
  • Student access to courses is active only during the quarter offered and by official enrollment or consent of instructor. Instructors determine further access after the term at their discretion.
  • Access to eCommons courses by those not officially enrolled or associated must be approved by the instructor of record for those who have a business need for access.
  • Member access to eCommons projects must be approved by the project organizer and have a CruzID and CruzID Gold password for access
  • Local guest accounts are not offered
  • Privacy: The following directory information (CruzID, First and Last Name), will be viewable by authenticated members of eCommons who are associated with each class in which you participate, for example: students, faculty, teaching assistants, and guest participants. For additional information on privacy of student records, please read: http://reg.ucsc.edu/guidelines_qr.htm
  • Some of the tools within eCommons (ie wiki) can be made public. If you do not want your directory information to be released in public tools, please consult your instructor or project organizer for an alternative method of participation
  • Sites remain on the system and accessible to instructors/project organizers for a minimum of 1 year to 3 years dependant on duration of vendor contract and overall system storage capacity.
  • Sites may be deleted upon owner’s request via the itrequest.ucsc.edu system. 

  • System backups are made for disaster recovery; there is no general provision for the restoration of individual files and site recovery requests will be handled on a case by case basis but must be requested within 14 days of loss.

2.2 Service Level Performance

2.2.1 General Service Levels

  • Wireless access to CLE on campus is available via Cruznet and Eduroam.
  • Secure Internet Accessible: https://ecommons.ucsc.edu
2.2.2 Specific Service Levels
  • 24/7 Availability except during scheduled maintenance
  • Course Rosters including instructor, teaching assistant and student accounts in the CLE will be generated from official AIS course enrollment updates.


3 Roles and Responsibilities

3.1 Parties

The following Service Owner(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

Stakeholder

Title / Role

Contact Information

Jim Phillips

CLE Service Manager

jphilli1@ucsc.edu

Divisional Liaisons:
Scotty Brookie
Peter McMillan
Peter McMillan
Andrea Hesse
Stephen Hauskins
Terry Figel
Dave Klein
Michael Edmonds
Peter McMillan

Division:
Arts
Business Administrative Services
Chancellor’s Office & U. Relations
Humanities
Physical and Biological Sciences
School of Engineering
Silicon Valley Center
Social Sciences
Student Services


scotty@ucsc.edu
peterm@ucsc.edu
peterm@ucsc.edu
ahesse@ucsc.edu
stephen@acg.ucsc.edu
terry@soe.ucsc.edu
klein@ucsc.edu
medmonds@ucsc.edu

peterm@ucsc.edu

3.2 ITS Responsibilities

ITS will provide the infrastructure, technology, people, processes and monitoring tools necessary for CLE and:
  • Clearly document services provided in the ITS Service Catalog.
  • Meet response times associated with the priority assigned to incidents and service requests.
  • Generate quarterly reports on service level performance.
  • Appropriately notify campus community of scheduled maintenance via the Maintenance Calendar, Service Catalog web page and/or a communication to campus via the ITS Communication Specialist.

3.3 Customer Responsibilities

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

  • Complying with all related laws and university policies (including but not limited to FERPA, and Copyright.)
  • Contacting the Support Center for incidents and service requests
  • Contacting the IT Service Manager for additions or changes in established service levels
  • Instructors and TAs must be identifiable as officially associated with the course.
  • Instructors are responsible to maintain, archive and transmit any grade data or student assessment to the Academic Information System.
  • Site owners and their delegates will provide self-management of course and project environment (i.e. content and tool usage.)
  • Site Owners will be responsible for monitoring any users they provide site access and various role permissions within the course or project site.
  • Students must be officially registered for active UCSC course(s) to have access to their CLE course site, or must be explicitly granted permission by the instructor
  • Site owners and their delegates are responsible for creating, archiving and maintaining their own content and backups.

4 Requesting Service

See the ITS and Campus SLA for  standard methods of contacting ITS for service.


5 Hours of Coverage, Response Times & Escalation

For all requests, the ITS goal is to have a staff member assigned and acknowledge requests within 8 business hours of receipt. Campus priorities may require exceptions to this goal during certain times of the Academic year.

5.1 Hours of Coverage

The CLE is provided 24 hours a day 7 days a week except for periods of planned maintenance.

5.2 Incidents

5.2.1 Incident Response
See the ITS and Campus SLA.

5.2.2 Prioritization
See the ITS and Campus SLA.

5.2.3 Service Request
See the ITS and Campus SLA.

5.3 Escalation

See the ITS and Campus SLA.

5.4 Information

See the ITS and Campus SLA.

5.5 Other Requests

Requests for service features and functions not yet implemented can be submitted though IT request.


6 Maintenance and Service Changes

UCSC has contracted a vendor for system hosting and support maintenance. ITS will coordinate both local and vendor initiated changes. The Maintenance Window for CLE is:

  • Weekly Maintenance Window (for scheduled system maintenance): Thursday 10am-Midnight
  • Standard System Restart Schedule: Sunday 4am-5am
  • Vendor Urgent System Outages: 2 hour notice to campus community
  • Other Maintenance Windows for CLE planned outages on any other day of the week will be posted in advance on the ITS Maintenance Calendar.


Scheduled maintenance and outages can be accessed on the ITS Maintenance Calendar

See the ITS and Campus SLA for details of our standard maintenance and service process.


7 Pricing

The eCommons is centrally funded for campus use. There is no direct user fees for access and usage.

Data Recovery Charges: Individual Site recovery attempts will be made on a best effort basis working with ITS and vendor staff. Clients are responsible to pay for actual ITS hourly services at current rates and vendor costs for the attempt. There is no guarantee that the data requested will be recovered.


8 Reviewing and Reporting

8.1 System Performance and Availability Reporting

Quarterly service performance and availability reports will be published for review.

  • Availability
  • AIS Integration Processes (course and class roster data available three weeks prior to first day of instruction and updated daily through last day to add
  • Support response time will be tracked and reported separately as part of the ITS and Campus SLA.

8.2 SLA Reviews

The Designated Review Owner ("Document Owner") is responsible for facilitating regular reviews of this document. 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 Document Owner will incorporate all subsequent revisions and obtain mutual agreements/approvals as required.

Designated Review Owner: Robin E. H. Ove

Previous Review Date: July 24, 2013

Next Review Date: March 15, 2015.

This Agreement will be posted to the following location and will be made accessible to all stakeholders:

Document Location: http://its.ucsc.edu/sla/


9 Approvals

The Divisional Liaisons and ITS Senior Managers approve this document. This document is then published on the ITS Service Catalog web site along with other service level agreements. Service level information is integrated into the service page in the ITS Service Catalog.