ICT Service Level Agreements

WebCT Servers

Description:
WebCT is a course management system that enables the efficient delivery of high quality online education. With a complete set of easy-to-use teaching and learning tools for course development, course delivery, and course management, WebCT provides a system for student learning and an efficient solution for faculty of all experience levels.

About This Service Level Agreement: 
This document is a Service Level Agreement (SLA) between Information and Communication Technologies (ICT) and the users of this service.  The purpose of this document is to outline the expected service needs and the communication processes to be provided to the users of this service. By instituting this Service Level Agreement, the expectations and requirements of both parties shall be clarified and solidified.  

This document covers production services and support including installation, configuration, monitoring, and maintenance of WebCT servers and software applications. 

Services Provided:
Under the terms of this SLA, the ICT Unix System Administration group (ICT/USA), and ICT Training Services (ICT/TS) shall provide the following services to the WebCT users:

·        Install, configure, maintain, and troubleshoot the WebCT production and development servers, including all associated hardware and software (ICT/USA)

·        Review all maintenance plans, upgrade plans, etc., in conjunction with WebCT users to ensure a well-planned modification of existing services (ICT/USA & ICT/TS)

·        Servers and other equipment supported under this SLA shall be protected against configuration loss by the use of regularly scheduled backups. (ICT/USA)

·        Actively monitor WebCT services at both the server and application levels (ICT/USA)

·        Maintain accurate and up-to-date technical documentation of the WebCT system (ICT/USA)

·        Provide an annual (or as needed) report detailing uptime statistics, problems encountered, problem fixes, and current status (ICT/USA)

·        Provide a annual (or as needed) report of course usage and user statistics by College (ICT/TS)

·        Provide faculty and designer training and technical support (ICT/TS)

·        Maintain the WebCT support website (http://www.nmsu.edu/~training/webct_faculity_support.htm or http://www.nmsu.edu/~training/webct_student_support.htm  & http://salsa.nmsu.edu) (ICT/TS)

·        Provide a WebCT Project Liaison to WebCT users and WebCT, Inc. (ICT/TS)

·        Provide and maintain contacts and procedures for reporting and/or escalating problems (ICT)

·        Include WebCT in overall disaster recovery planning (ICT) 

** ICT subunit abbreviations: USA=Unix Server Administration, TS=Training Services (formerly Scholarly Technology 

Under the terms of this SLA, the WebCT users shall be responsible for the following:

·        Backing up and resetting courses at the end of each semester

·        Abiding by University policy and regulations when using the WebCT service

·        Provide application support for WebCT course participants including use of the appropriate browser, browser setup, and application troubleshooting

·        Request courses through the proper online procedure. 

Disclaimer: Unless modified or amended, this SLA does not cover any services or troubleshooting not specifically identified in this document. Requested support outside the scope of this SLA must be negotiated in advance. The WebCT users may elect to purchase certain services via the standard rate-based arrangements provided by ICT to the university community. Prices and procedures for such services are governed by the ICT standard rate-based service policies, and are not included in this agreement. 

System Availability, Troubleshooting, and On-Call Support

System Availability
System availability is defined as the hours when the systems covered by this SLA are scheduled to be available for customer access. With the exception of regularly scheduled maintenance and backup time periods, the systems supported shall be available for access seven days a week, twenty-four hours a day.  Specifically, WebCT is normally expected to be available for use 24 hours per day, 7 hours per day, 365 days per year, except for scheduled downtime.  Various software maintenance and upgrades will be scheduled ahead of time and will not be counted against uptime.  The uptime goal is 99% each semester.  That is to say that 99% of all available hours WebCT will be available except for scheduled downtime.  Another performance goal is that ZERO interruptions to user service events due to server downtime each semester.

Troubleshooting, Response Time & Escalation
As soon as ICT becomes aware of a problem with the WebCT service - either through automated monitoring or by user contact - problem resolution will commence and continue until the service is restored or a suitable alternative has been provided. 

The WebCT users wishing to report a problem can contact ICT/TS WebCT support group when they encounter a server or application related problem. ICT departments shall be provided with a list of ICT/TS support group contacts and shall be expected to follow the procedures outlined for problem resolution. Someone from the ICT/TS support group will communicate a status back to the user that reported the problem within 30 minutes of contact. 

If the ICT/TS support contact determines that the problem is related to using application features (e.g., quizzes, discussions), he/she shall attempt to assist the client. Support for course designers is scheduled to be available during normal working hours. 

If the ICT/TS support contact believes the issue to be server-related, he/she shall forward the issue to the Unix Server Administrator group (ICT/USA).  If the ICT/USA group is contacted via a pager, they will respond (communicate back to ICT/TS) within 30 minutes at least to acknowledge that contact has been made, and when they will be able to start on the problem based on their location, situation, etc.  Work on the problem should commence within 2 hours of initial contact. 

System Upgrades, Maintenance, and Replacement
Information and Communication Technologies (ICT) shall be responsible for assuring that the hardware and applications covered by this SLA have an appropriate level of service from the vendor.  When hardware or software replacements are required, it shall be the responsibility of ICT to purchase the necessary items. Equipment which ceases to function shall be repaired or replaced at the discretion and cost of ICT. 

ICT shall provide one (1) week notice of any planned outages/changes to the systems or services covered by this SLA. In emergency conditions or in the event of an unplanned outage, ICT shall provide as much notice as possible. 

Service Assurance and Feedback
Users should bring to the attention of the Liaison any matter that may require resolution. 

In order to tailor the ICT charter to meet the growing and changing needs of its clients, feedback regarding the services provided under this SLA is valuable. The opinions of those whom we support are important, and shall help ICT provide better service and identify the future needs of our clients. Therefore, your ad-hoc input or participation in any customer satisfaction inquiries is greatly appreciated.