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The actual Master Agreement from December 2009 is above.

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General Overview

This is a Service Level Agreement ("SLA") between SUNY Delhi and Moodlerooms to document:

  • The technology services Moodlerooms provides to the campus functional unit
  • The general levels of response, availability, and maintenance associated with these services
  • The responsibilities of Moodlerooms as a provider of these services and of clients receiving services
  • Processes for requesting services
  • Processes for communications and notifications

This SLA covers the period from

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*\[date\]*
to
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*\[date\]*
[12/11/2009] to [12/10/2010] and will be reviewed and revised at the end of this period, or, this SLA shall remain valid until revised or terminated.

Service Description

Service Scope

Place the client focused service description here. This should focus on functional requirements, not technical specifications.
By choosing to host with Moodlerooms, all clients' installations will be hosted on an optimized, maintained and supported server system. By scaling Moodle to meet the needs of 1 million concurrent users, Moodlerooms can provide all clients a basic level of hosting services regardless of the size of their Moodle. Below is a list of the types of services and the tasks the Moodlerooms IT will perform for all installations. Please see Additional Services or Custom Services if there is a task that is not included in this list.

Assumptions

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Moodlerooms-SUNY Delhi Master Agreement

Backup of SUNY Delhi course and application data

Roles and Responsibilities

Parties

SUNY Delhi Representatives

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

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*\[Name\]*

Project Sponsor *

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*\[Campus email\]*
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*\[Campus phone\]*
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*\[Name/Committee Name\]*
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*\[Department\]*
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*\[Campus email\]*
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*\[Campus phone\]*

* This role must be identified

Clark Shah-Nelson

Coordinator of Online Learning
SUNY Delhi

(607) 323-1363
distancelearning@delhi.edu

* This role must be identified

Moodlerooms

Position

Name

Contact Information

Technical Account Manager

Jeffrey Silverman

 

Client Support

Andy Braden

 

Sales Rep.

Kurt Beer

 

Moodlerooms Responsibilities

Moodlerooms' responsibilities and/or requirements in support of this Agreement include

Performance

Moodlerooms will provide the following service levels:

  • Meet response times associated with the priority assigned to incidents and service requests.
  • Generating quarterly reports on service level performance.
  • Appropriate notification to Customers for all scheduled maintenance via the Maintenance Calendar, Knowledgebase and/or a communication to campus via email.
  • Moodlerooms will implement defined processes to deliver these service levels.
  • To meet the performance needs of organizations using Moodle, Moodlerooms has developed a complex cluster of Sun servers and Cisco networking. This architecture is configured, optimized and monitored by the Moodlerooms engineering team.
  • Optimized, clustered platform
  • 99.9% uptime
  • Uptime Monitoring
  • under 3 second average server response time
  • Moodle is a rapidly developing software project which receives daily bug updates on stable versions of the code. This is optimal for organizations using Moodle, if they can keep up-to-date with those changes. Moodlerooms makes code "hotfixes" easy by developing a series of "baseline" codes which mirror the stable versions of Moodle. When Moodlerooms updates a baseline with the Moodle core fixes, the code updates become instantly available to every client on that baseline.
  • Baseline code with standard Moodle modules
  • No forced-march to next Moodle version
  • Constant hotfixes to current baselines
  • No-fee upgrading (without preview)
  • 3rd Party packs (see chart)

    Provisioning

Provisioning a Moodle site for clients is a very quick process that can be accomplished within 2 business days -- often less. Clients who have a custom theme for Moodle can send that archive of files to the Moodlerooms Hosting Services team for provisioning.

  • Unique URL domain or subdomain provisioning (at creation of account)
  • Baseline Third-party module provisioning (at creation of account)
  • Custom theme provisioning (at creation of account)

    Security

Moodlerooms invokes both technical and human strategies to secure its important online data.

  • Security ports closed (ssh, sftp, etc.)
  • Engineer only access via VPN and Sun Remote Server Access
  • Biometric scanning for engineers at datacenter
  • Client access via Moodle Admin
  • Redundant Cisco firewalls

    Data

Moodlerooms makes multiple copies of the site each day, writes some of them to tape, and then syncs off-site as another precaution.

  • Moodle data and db available at close of account
  • Multiple backups created daily
  • Daily copies saved during current week
  • Weekly copies saved during current month

SUNY Delhi Responsibilities

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

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*\[List Customer responsibilities and requirements\]*

  • Availability of Product Sponsor when resolving a service related incident or request.
  • Communicate specific functional and service availability requirements

Requesting Operational Service

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*\[Clear and unambiguous definitions of how long it will take the parties to respond. For example this section might include the definition of initial response to inquiry; time to review and evaluate; time to perform diagnostics; etc. These times must align with the escalation times as well. This{*}
IS the SERVICE LEVEL AGREEMENT BY WHICH WE WILL BE EVALUATED. Quarterly reporting is assumed.]

  • Phone (607-746-4835): Phone service is available during regular business hours, 8am - 12noon and 1pm - 4pm.
    • Messages will be processed
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      *\[Define response time\]*
  • Email (helpdesk@delhi.edu) Email requests for service will be processed
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    *\[Define response time\]*
    during regular business hours.

Hours of Coverage, Response Times & Escalation

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*\[The intent of this section is to assure delivery of prompt service as agreed, and the acceleration of support for high priority issues.*

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Technical Account Manager

The Technical Account Manager (TAM) is a dedicated Moodlerooms agent to manage the technical needs of the client. These include help desk escalation support, upgraded support including a demo site for testing upgrades and third party modules, technical advice and a Moodlerooms managed knowledge base. The TAM offers expert advice to support your internal human resources, administrative and IT staff, as well as Help Desk solutions. This person would be committed to your organization for 8 hours per week.

 

  • Uptime: The hosting environment will be available 24/7/365 with a targeted uptime of 99.75 percent. This means the site will be available 99.75 percent of the time per month (any consecutive 30 day period), aside from scheduled maintenance time of no more than three hours per month. These time frames do not include the customer's inability to connect to the hosted solution due to items outside of MR's control. These items include but are not limited to: local weather, Internet connection and/or telecommunications difficulties. MR is responsible for all server maintenance.
  • Response Time: on average, 3.0 second full-page load response time in any given month, aside from scheduled maintenance time of no more than three hours per month (any consecutive 30 day period) These performance metrics do not include the customer's inability to connect to the hosted solution due to items outside of MR's control. These items include but are not limited to: local weather, Internet connection and/or telecommunications difficulties. MR is responsible for all server maintenance.
  • Concurrent Users: 4500 concurrent users: (the site can handle some specific number of users without service degradation)
  • Security: Site-wide SSL for users and admin

Systems Monitoring

Moodlerooms will provide access to systems monitoring software reporting concurrent users (load), uptime, and response time.

Maintenance and Upgrades

  • Moodlerooms will perform routine maintenance during the following maintenance hours: Sunday morning 8-00-11:00 a.m. Eastern Time. Any change to those hours must be communicated 30 days in advance.
  • Any service performed outside of the routine maintenance window must be scheduled with, and have prior authorization by SUNY Delhi representatives. Upon completion, notification must be sent to SUNY Delhi representatives.

Hours of Coverage, Incident Response Times & Escalation

Incidents

  • Any interruption in the normal functioning of a service or system which results in the performance falling below the above metrics is an incident.

Hours of

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Monday - Friday

  • Phone support 9 a.m. to 8 p.m. (EST)
  • Email support 8 a.m. to midnight (EST)

    Weekends

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Technical Support

  • 24/7

Response

  • 4 hour response time on all emails/ initial support tickets

Resolution

  • A problem will be considered resolved when a solution or a workaround that is acceptable to the client has been implemented.

Prioritization

CIS will prioritize incoming incident requests as "high" priority as defined by the Functional Unit.

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*\[Considerations may be, significant number of people affected, percentage of total tasks that can no longer be performed by individuals, academic and Administrative Calendar deadlines, significant impact on the delivery of instruction, significant or lasting impact on student academic performance, significant risk to safety, law, rule, or policy compliance.\]*

Escalation

If you are not satisfied with the level of service on a request

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*\[define method for client escalation\]*
.

Technical Account Manager

The Technical Account Manager (TAM) is a dedicated Moodlerooms agent to manage the technical needs of the client. These include help desk escalation support, upgraded support including a demo site for testing upgrades and third party modules, technical advice and a Moodlerooms managed knowledge base. The TAM offers expert advice to support your internal human resources, administrative and IT staff, as well as Help Desk solutions. This person would be committed to your organization for 8 hours per week.

Requesting New/Additional Services

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*\[Provide the proceedures to be undertaken for requesting new or extending services.\]*

Notification

  • Upon recognition of any service interuption or when the performance drops below the above defined service levels, Moodlerooms will notify SUNY Delhi Representatives within 5 minutes.
  • Appropriate notification to Customers for all scheduled maintenance via the Maintenance Calendar, Knowledgebase and/or a communication to campus via email

Prioritization and Escalation

SUNY Delhi reserves the right to prioritize and escalate submitted service request

SUNY Delhi Responsibilities