IST Drupal Cloud Hosting SLA

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Dec 4, 2013 (3 years and 8 months ago)

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IST Drupal Cloud Hosting SLA




Document Authored:
November 13, 2012

Last Rev
iew Date: 1
1/01
/2012


Version 1.6

Table of Contents


1
 
General Overview

3
 
2
 
Service Description

3
 
2.1
 
Service Scope

3
 
2.2
 
Assumptions

4
 
3
 
Roles and Responsibilities

5
 
3.1
 
Parties

5
 
3.2
 
Research & Content Technologies

Responsibilities

5
 
3.3
 
Customer Responsibilities

6
 
4
 
Research & Content Technologies

Contact Information

7
 
5
 
Hours of Coverage, Response Times & Escalation

7
 
5.1
 
Hours of Coverage

7
 
5.1.1
 
Incident Response Times

7
 
5.1.2
 
Prioritization

7
 
5.1.3
 
Service Requests

7
 
5.2
 
Escalation

8
 
5.3
 
Other Requests

8
 
5.4
 
Service Exceptions to Coverage

8
 
6
 
Maintenance and Service Changes

8
 
7
 
Rates

9
 
7.1
 
Rate Process

9
 
7.2
 
Charges

9
 
8
 
Reviewing and Reporting

9
 
8.1
 
SLA Reviews

9
 
9
 
Signatures

10
 



IST Drupal Cloud Hosting SLA




Document Authored:
November 13, 2012

Last Rev
iew Date: 1
1/01
/2012


Version 1.6

1

General Overview


This is a Service Level Agreement (“SLA”) between
Research & Content Technologies

to

document:




The technology
services provide
d

to the
University of California users
, the


customer

.



The targets for
response times, availability, and maintenance associated with these services.



The responsibilities of
Research & Content Technologies

as a provider
of
a
subscription based
service
provided
from
off
-
campus vendor(s)

that
provide

the ability to

develop
and h
ost
Drupal
web
sites

and applications
“the service”
.



Processes for requesting services

and access to support resources.



Review and Reporting SLA process.


This SLA will be reviewed
annually

to assess

hardware, s
oftware and procedural accuracy.

2

Service
Description


2.1

Service Scope

Research & Content Technologies

has

partner
ed

with
off
-
campus vendor(s)

to
broker
a subscription
-
based
service to University of California personnel for developing
and hosting
Drupal web
-
sites and applications
.


S
ervice
(
s
)

are
inclusive of the monitoring and reporting of service availability

and addressing/routing
problems

for campus personnel.


Should the chosen vendor(s) services terminate
,
Research & Content Technologies will make available
a

alternative vendor(s)
,
as well a
s ens
ure a straightforward
migration

processes

of data from o
ne vendor to
another.



Research & Content Technologies

and
our off
-
site vendor(s)

are

committed to providing
UCB
customer’s
technical support

within scope of the terms
-
of
-
service (TOS)

free of charge

as described below
:


Automated and online
Support

will be provided by
vendor
(s)
1

and

is

defined as
troubleshooting and
assisting with:



setup of an account

(
RCT

shall assist with initial provisioning

of the service).



access and server relate
d issues



online tools, control panel and server management
-

Customer is provided with certain online
tools, and
it is

expect
ed that the
Customer use these tools to perform all available account and
server management tasks.



o
nline t
ools, together with serv
er management documentation and help, are available online at the
support section of the
Vendor’s
website. If Customer experiences difficulty using these tools, the
Vendor
's technical support personnel will help Customer learn how to use these tools. Howev
er,
the
Vendor’s
technical support personnel shall not be expected to perform for Customer the tasks
that can be done through the available tools.



s
upport is to be
provided to a customer’s primary support contact.


Research & Content Technologies

will:



provide

the ability to

signup for plans and
will bill customers

monthly

for their usage in
accordance to the TOS as agreed between
Research & Content Technologies

and
vendor(s)
.



r
efer you to
IST
-
Campus Technology
Services

(
ist
-
drupal
@lists.berkeley.edu
)

who
will provide
paid consulting for set
-
up, development and monitoring of Drupal sites on the
provided

service.




1
(Vendor:
http://getpantheon.com/support
)


IST Drupal Cloud Hosting SLA




Document Authored:
November 13, 2012

Last Rev
iew Date: 1
1/01
/2012


Version 1.6



will escalate issues
with
V
endor

as appropriate to ensure the terms as described herein are adhered
to.


Please note:

S
upport prioritizatio
n is given to those issues that affect system availability and platform issues.


Out of Scope




Support
installing or using Drupal

code, themes, or modules

beyond installing Drupal core start
states
.



Updates, patches and other m
aintenance of Drupal code,
themes, modules. This is the Customer’s
responsibility.




For more information, please
consult
the
following

documentation
:

Pa
n
theon Terms of Service:
http://content.berkeley.edu/hosting/drupal/pantheon/tos

IST Service Catalog
:

http://ist.berkeley.edu/services/catalog


2.2

Billing



please see “Rates” below


2.3

Escalation



please see “Escalation” below
.



2.4

Assumptions



Services provided by
Research & Content Technologies

are clearly documented in the IST
S
ervice
C
atalog
:

http://ist.berkeley.edu/services/catalog
.



All Subscription Services are provided on a
monthly recharge basis.



Service
Documentation
by
vendor

is provided at

the following URL:

https://wiki.getpantheon.com/display/PANTHEON/Pantheon+Platform+Documentation



Support Documentation by vendor is provided at the following URL:

https://getpantheon.com/support



Terms of Service Agreement for vendor is provided at the following url:
http://
content.berkeley.edu/hosting/drupal/pantheon/tos



Additional

support resources specific to UCB
will be provided at following URL
:

http://content.berkeley.edu/hosting/drupal/pantheon



Service will be provided assuming adherence to any related policies, proces
ses and procedures, and
are offered assuming practices outlined in
vendor(s)

Term’s of Service
.
2

Research & Content
Technologies

is not

responsible for the content of the site, copyright,

policy compliance

etc.



Hosted content
will not contain data that is described as requiring “Protective Measures” in the
campus policy for
Minimum Security Standards for Electronic Information
.
3



Vendor(s)

services are

not appropriate for restricted data.
Refer to
http://security.berkeley.edu

for
further information.



Use of
vendor(s)

services must comply with Campus Policy for Online Activity.
4



Customers

will make an effort to
understand basic
usage of the online tools and shall familiarize
themselves with
vendor(s)

FAQ’s regarding “Getting started”, “Frequently Asked Questions


and
vendor(s)

d
evelopment
best practices, if available.




2

https://wiki.getpantheon.com/display/PANTHEON/Using+Pantheon+Support

3

Minimum Security Standards for Electronic Information

https://security.berkeley.edu/MinStds/elecinfo.html


4

http://technology.berkeley.edu/policy/online.html


IST Drupal Cloud Hosting SLA




Document Authored:
November 13, 2012

Last Rev
iew Date: 1
1/01
/2012


Version 1.6



When there is an issue

that cannot be resolved through
vendor(
s)

online resources
, training and
consulting will be recommended. Additional monthly consulting can be arranged on a Time &
Materials (hourly) basis

by
IST
-
Campus Technology Services
.


3

Roles and Responsibilities


3.1

Parties


Parties

Title / Role

Contact
Information

Research & Content
Technologies

Service Provider

i
st
-
drupal
-
hosting
@berkeley.edu

Customer



Customer Billing Contact





3.2

Research & Content Technologies

Responsibilities


Research & Content Technologies

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




Representation of University constituents in brokering
Vendor’s
services.



Representation of customer when escalation is warranted to
Vendor
beyond basic technical
support
.
5




Maintain
, augment
,
and l
ink to
up
-
to
-
date user documentation
.
6




Review Service Level Agreement annually and notify customer of updates or changes.



Communicate changes in terms of service or support policies from Vendor.



Communicat
e

major service outages


scheduled and unscheduled. Status will also be updated on
http://systemstatus.berkeley.edu




Provision, deprovision sites and manage (compute) resource re
-
allocation. Will respond with site
creation instruct
ions.


3.3

Vendor’s Responsibilities




Provides platform for
developing and hosting Drupal websites and applications
(
http://www.getpantheon.com
)



Adhere to Terms of Service as documented in following url:

http://content.berkeley.edu/hosting/drupal/pantheon/tos



https://getpantheon.com/support



Provide notifications of service outages

scheduled and unscheduled (
http://status.getpantheon.com/
)



Provide support for troubleshooting, account setup, and use of onlin
e tools
(http://www.getpantheon.com/support)



Provide
24/7 emergency support (
http://www.getpantheon.com/support
)



Maintain and augment service documentation:
https://wiki.getpantheon.com/display/PANTHEON/Pa
ntheon+Platform+Documentation




5

Please contact
[
ist
-
drupal
-
hosting@berkeley.edu
]



Service Provider Manager.

6

https://getpantheon.com/support


IST Drupal Cloud Hosting SLA




Document Authored:
November 13, 2012

Last Rev
iew Date: 1
1/01
/2012


Version 1.6


3.4

Customer Responsibilities

Customer

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



Submit
account creation and

site

provisioning
requests
using Content Management Portal:
http://content.berkeley.edu/hosting/drupal


Prompt payment or provisioning of appropriate chartstring.


Designate department billing contact.


The customer is expected to review the online

vendor(s)
u
se
r manuals

(Technical
Documentation, FAQ’s & Tutorials can be found at this URL)
7

and Terms of Service
8

and
adhere to policies and best practices described therein.


Consult UC Berkeley specific documentation:
http://content.berkeley.edu/hosting/drupal



Customers will be responsible for installing, configuring and maintaining
software
/tools

required

for site building or server access.


Provide
a contact person

who is technically able to install, upgrade and configure
software
/tools

on the s
ervice
.


Custome
rs will be fully responsible to support
all code, files, configurations and site content,
and keep updated pursuant to Min
inum Security Standards.

9

.




Monitoring:

Customers are expected to
monitor
site

performance

and notify
Research & Content
Technologies

via email
(
ist
-
drupal
-
hosting@berkeley.edu
) when they need to increase server resource
allocation (i.e., move to
new
hosting plan)
.
The
Research & Content Technologies

team may also
contac
t the site contact with specific action requests resulting from basic service monitoring.



Security Contact
:
Berkeley Hostmaster will not point a .berkeley.edu domain at
a

site unless
customer

has

registered a security contact for
the

site's IP address.
Customers

must complete form
here:
https://securitycontact.berkeley.edu/


More information about Security Contact Policy:

https://security.berkeley.edu/contacts.html



Offsite DNS
:
Customers

need to initiate a DNS request in order to point a .berkeley.edu
domain at
a

site. After completing

the
Offsite Hosting Form

(
https://offsitehosting.berkeley.edu/
)
,

IT Policy will
review
the

request.


On approval they will reply by to
customer

by opening a work ticket with UC
Berkeley Hostmaster.



CalNet Authentication and SSL
:

The preferred way to authenticate to
a web
site is by using CalNet
Authentication. If there is some reason that
custo
mer

cannot use CalNet authentication with site,
customer

should

use SSL (https://) to secure Drupal's standard authentication mechanism.



Service cancellation must be submitted to
ist
-
drupal
-
hosting
@berkeley.edu
.





7

Ibid.

8

http://content.berkeley.edu/hosting/drupal/pantheon/tos
.

9

https://security.berkele
y.edu/MinStds


IST Drupal Cloud Hosting SLA




Document Authored:
November 13, 2012

Last Rev
iew Date: 1
1/01
/2012


Version 1.6

4

Contact Information

Vendor

(Pantheon)

can b
e contacted
via Support page (
http://www.getpantheon.com/support
) to file a support
ticket
(troubleshooting, account setup, and use of online tools)
or request emergency support.

The
Research & Content
Technologies

team can be contacted for service

provisioning and billing
-
related

requests with an email
to
ist
-
drupal
-
hosting@berkeley.edu
.
These email requests will be processed during
regular business

hours, 8:00 a.
m. to 5:00 p.m., Monday through Friday except Federal holidays, University
holidays, and announced University closures.


5

Hours of Coverage, Response Times & Escalation


5.1

Vendor vs. IST



Section 5
refers to IST Research & Content Technologies
role
in
provisioning sites, billing and support
escalation.



Vendor Coverage, Response Times and Escalation
are
outlined in their support page
(
http://www.getpantheon.com/support
)

and Terms of Service
(
http://content.berkeley.edu/hosting/drupal/pantheon/tos
).





5.2

Hours of Coverage




Research & Content Technologies

hours of operation are 8:00 a.m. to 5:00 p.m., Monday


Friday
except Federal
holidays, University holidays, and announced University closures. Customers may use
any of the methods of contact as stated in Section 4.




Requests via

email

ist
-
drupal
-
hosting@
berkeley.edu

can be submitted 24 hours a day, 7 days a week
and will be processed during the next business day.



5.2.1

Incident Response Times

Incident response times
:
Although may the team may not be able to provide resolution
immediately,
Research & Content T
echnologies

has a goal to do its best to respond

to incidents
within four (4) business hours, this

may vary depending

on prioritization of service requests as
described in this document.


5.2.2

Prioritization

Research & Content Technologies

will prioritize inco
ming incident requests
based on

the
following criteria:




Number of departments or people affected.



Impact on scholarship (research or teaching) or administrative function.



Risk to safety, law, rule, or policy compliance.



First
-
come, first
-
serve basis (a
bove criteria being equal)


5.2.3

Service Requests

A

service request means a request is made by a customer to
Research & Content Technologies

for support of a service that the customer has already provisioned
.
Service requests will be
processed during normal
business hours via any of the methods outlined in Section 4.


Research & Content Technologies


general response to requests is within
4
-
8

business hours of
receipt. Some service requests have faster response times. P
lease refer to the service catalog for
i
ndividual response tim
es.


IST Drupal Cloud Hosting SLA




Document Authored:
November 13, 2012

Last Rev
iew Date: 1
1/01
/2012


Version 1.6


5.3

Escalation


If you are not satisfied with the level of service on a request, please contact
Patrick McGrath
(
patrickm@berkeley.edu
)

from Research and Content Technologies
. Escalation
requests are categorized
and processed as appropriate and will be responded to with the action taken.


5.4

Other Requests


Vendor accepts features requests through its support ticketing system
(
http://www.getp
antheon.com/support
).
Requests for
changes to IST hosting plans

can
be submitted via
email
ist
-
drupal
-
hosting@berkeley.edu
.


5.5

Service Exceptions to Coverage



Exceptions to Hours of Coverage (Section
5.3) for IST support for site provisioning, billing, and support
escalation:


Exceptions

Parameters

Coverage

Federal

Holidays

N/A

No coverage

University Holidays

N/A

No coverage

Scheduled Maintenance
(s)


(As scheduled)

No coverage


6

Maintenance and
Service Changes

The Change Management process
by vendor(s)

minimizes unintended service disruptions or other impacts to
the Campus as a result of changes in the production environment
.

Vendor(s)

does this by monitoring,
managing, and evaluating changes to

maximize the service benefits to the customer, while minimizing the risks
involved in making those changes.

Vendor will be responsible for communicating
services, maintenances, and outages via email
,
vendor
status
page

(
http://status.getpantheon.com/
), and Twitter account (
http://twitter.com/pantheonstatus
).


Major
vendor(s)

related services, maintenances, and Campus outages
will

be
published at IST System Status
page (
http://systemstatus.berkeley.edu
).


There are three categories of service changes:




Planned Maintenance
: Planned service maintenance is approved work that is planned and scheduled
prior to the change.
Research

& Content Technologies

or
vendor(s)

will communicate (as needed) to
the appropriate audience prior to the scheduled change.




Unplanned Maintenance
: Unplanned service maintenance is priority work that is unplanned due to an
urgent repair to prevent failure
. Unplanned service outages will be given priority (and communicated
immediately) on a case
-
by
-
case basis depending on the type and urgency of the service failure.




Emergency Service Change
: An emergency service change is defined as a service failure that
affects
the entire campus or significant number of users that requires immediate repair. Emergency Service
Changes are communicated to the appropriate
Research & Content Technologies

contacts to
determine necessary communication steps. Emergency service an
nouncements are communicated
usually the day of the service failure
.

Off
-
hours service failures are communicated the following
business day.



IST Drupal Cloud Hosting SLA




Document Authored:
November 13, 2012

Last Rev
iew Date: 1
1/01
/2012


Version 1.6

7

Rates


7.1

Rate Process

Recharge rates are calculated by IST to achieve cost recovery and approved by the Campus Recha
rge
Committee based on campus recharge policies


(
http://controller.berkeley.edu/recharge/Policies/Rechargepolicy.pdf
).


All charges will be rebilled to customer chart

string based on direct charges from Pantheon.




7.2

Charges

Customers will be billed monthly.


Customers may terminate the service at any time without charge with 30 days advance not
ice. No refunds
will be issued for unused service.


Any billing questions should be directed to
:
ist
-
drupal
-
hosting
@berkeley.edu.

8

Reviewing and Reporting

This SLA covers

the period from
February

201
2

to
February
201
4
,

and will be reviewed and revised at the end of
this period.


8.1

SLA Reviews


This Agreement will be reviewed annually or as otherwise needed.


Research & Content Technologies

maintains responsibility for the co
ntent of this document, may amend
it as required and communicate changes to all affected parties.


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


Document Location:

http://content.berk
eley.edu/hosting/drupal
/sla


All Service Level Agreements can
also be accessed for

Research & Content Technologies

in the IST
Service Catalog.




IST Drupal Cloud Hosting SLA




Document Authored:
November 13, 2012

Last Rev
iew Date: 1
1/01
/2012


Version 1.6

9

Signatures


DEPARTMENT authorization


Signature:




Date:






Name:


Title:


Department:


Phone:


Email:





UCB IST authorization


Signature:




Date:






Name:


Title


Department:


Phone:


Email: