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  • Moodlerooms Service Level Agreement

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

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Stakeholder

Title / Role

Contact Information

Clark Shah-Nelson

Coordinator of Online Learning
SUNY Delhi

(607) 323-1363
distancelearning@delhi.edu

* This role must be identified

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Position

Name

Contact Information

Technical Account Manager

Jeffrey Silverman

 

Client Support

Andy Braden

 

Sales Rep.

Kurt Beer

 

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  • 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

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Prioritization and Escalation

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

SUNY Delhi Responsibilities

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