Original: October 2012 Revised: December 2012 Approved: February 2013
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.
ICIT provides the Blogs@UWW service to support the communication needs of the University of Wisconsin-Whitewater community, including curricular, scholarly, administrative and personal communications.
a. Blogs Service Guidelines
Use of the Blogs service is subject to all applicable UW-Whitewater policies and local, state, and federal law. Applicable UW-Whitewater policies include but are not limited to all network usage and web publishing policies found on the ICIT website.
Current faculty, staff members, or students of the UW-Whitewater are eligible to request a blog through the UW-Whitewater Blogs Service. A Campus Net-ID is required to be eligible for this service.
Regarding Use and Storage ICIT has established a current storage quota of 50MB per blog. This size quota is based on the current use of the Blogs service and the availability of storage for the service. ICIT bears the right to change the amount of storage allocated at any time. Should a change occur, ICIT will notify blog owners 30 business days in advance of the modification.
d. Archiving content
ICIT may archive the content of all the blogs for non-commercial, historical purposes. By using the Blogs service, authors grant ICIT non-exclusive rights to archive blog content in any format.M
a. ICIT responsibilities
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.
Training ICIT will direct all requests related to blogs usability to Word Press user documentation. ICIT will not provide WordPress training.
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||Deleation 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|
Plugins and themes
b. Customer responsibilities
|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 Facult/Staff, or Student Organizations||As per our use policy, only UW-Whitewater staff, faculty and students may request a blog. If you need a blog and are not in one of these categories, please contact firstname.lastname@example.org||Requests will be determined on a case-by-case basis.|
All service requests shall be submitted to email@example.com. 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|
As part of its overall program of services to the campus, ICIT provides this service at no cost to eligible users.
Service level agreements (SLA's) allow Information, Communication and Information Technology to offer colleges, departments and university organizations IT services on an enterprise level.