SERVICE LEVEL AGREEMENTS

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Blogs@UWW Service Level Agreement

Original: October 2012 Revised: December 2012 Approved: February 2013

1. Overview

This is a Service Level Agreement (“SLA”) between owners of instructional and non-instructional blogs housed on the Blogs@UWW service and iCIT to document ongoing support, training, purging, restoring and backup, documentation, and application updates.

2. Blogs Service description

iCIT provides the Blogs@UWW service to support the communication needs of the University of Wisconsin-Whitewater (UWW)community, including curricular, scholarly, administrative and personal communications.

3. Roles and responsibilities

 

a. iCIT responsibilities

  1. Requests for Blogs

    iCIT will address all submitted requests for new instructional and non-instructional blogs. The Web team will approve student organization related blogs. LTC will approve all other requests. The blogs will be approved following the blogs request process stated below in the Requesting Service section of this SLA.

  2. Training

    iCIT will direct all requests related to blogs usability to Word Press user documentation. iCIT will not provide WordPress training.

  3. Purging

    As part of the iCIT data cleanup process, iCIT will purge blogs based on the schedule provided below. During the first week of September of each calendar year, iCIT will develop a report showing blogs that are slated for deletion on October 1 and notify impacted blog owners. Blog owners will be provided until the 3rd week of September, to identify which blogs need to be retained. iCIT will review these requests on a case by case basis.

    Types of Blogs

    Purge Schedule

    Campus Organization

    Deletion after more than one year of inactivity (no new content being posted)

    Student

    Retain as long as the user has a valid NET-ID, but flag for review and deletion after more than one year of inactivity

    Student who has graduated

    Retain as long as the user has a valid NET-ID, but flag for review and deletion after more than one year of inactivity

    Class

    Retain for two years after the course ends and then flag for review and deletion.

    Student Organization

    Deletion after more than one year of inactivity

    Department

    Deletion after more than one year of inactivity

    Faculty/Staff

    Retain as long as the users have a valid NET-ID, but flag for review and deletion after more than one year of inactivity

    Other

    Deletion after more than one year of inactivity

     

  4. Restoration services

    Restoration of Blog service will only be performed in a disaster recovery situation and will follow enterprise backup and restore processes. In a disaster recovery, priority will be given to applications and services that are needed for instruction.

  5. Application Updates

    iCIT will perform general maintenance of the Word Press software on a regular interval. The maintenance will be performed during the normal outage window. iCIT will coordinate with Technology Support Center Help Desk before applying all application updates. iCIT will also verify changes implemented to the blog service as a result of maintenance.

  6. Plugins and themes

    iCIT will not support plugins and themes that do not meet iCIT standards. Upon request from users, iCIT will only install new plugins and themes that are available through WordPress.org directory. These plugins must meet iCIT standards of quality and functionality. Requests for blogs should be sent to blogs@uww.edu.

  7. Documentation

    iCIT will update documentation related to “Advanced Features”, “Blog Request”, “Directory”, “FAQ”, “Quick Start”, “Use Policy”, and “What’s New in Blogs@uww” on an as needed basis to keep current with the WordPress application version.

b. Customer responsibilities

  1. Data Purging

    Customers are responsible for responding to iCIT purge requests in a timely manner. Content that needs to be retained beyond the iCIT purge schedule must be requested by the blog owner and will be reviewed on a case - by - case basis. Blog owners, who wish to retain the content from their blogs, can also create a WordPress export file that can be imported into a different WordPress site.

  2. Timely Updates of Blogs

    Customers are responsible for timely maintenance of their blogs. Any blogs that fall in the purge schedule will be removed unless a request is made to retain them.

  3. Practices Regarding Use and Storage

    Customers are responsible for complying with the “Use and Storage” practices stated above in the Blogs Service Description section.

4. Requesting Services

 

 

Steps

Approval

Department, Class, Student, Faculty/Staff

Use the instructions outlined in the page: http://blogs.uww.edu/request/

Approved blogs will be available within one business day of the request.

Student Organizations

Use the instructions outlined in the page: http://blogs.uww.edu/request/

All student organizations must be renewed on an annual basis. If a student organization requests a blog and the student organization is not listed as a “recognized” organization, the blog request will be denied.

Approved blogs will be available within one business day of the request.

Not a Department, or Class, or Student, or Faculty/Staff, or Student Organizations

As per our use policy, only UW-W staff, faculty, and students may request a blog. If you need a blog and are not in one of these categories, please contact blogs@uww.edu.

Requests will be determined on a case by case basis.

 

5. Reporting Problems

All service requests shall be submitted to blogs@uww.edu. Service will be prioritized on a three – level scale. Please note that the response and resolution times apply during normal business hours. After-hours support will be provided on a “best effort” basis.

Impact Level

Explanation

Examples

Initial Response Time

Impact Level 1

Critical system down and in need of restore.

No temporary or workable alternatives available

Server hard drive failure requiring replacement and data restore.

During Business Hours: Immediate response

After Hours: Best Effort

Impact Level 2

Limited amount of users or groups are affected

Alternatives are available

User deleted files and needs them restored as quickly as possible to meet a business deadline.

During Business Hours: Four hours

After Hours: Best Effort

Impact Level 3

Individuals are affected

 

User deleted files and needs them restored but does not have an urgent need.

Response within two business days

 

6. Fees and Expenses

As part of its overall program of services to the campus, iCIT provide the Service at no cost to eligible users.