The actual Master Agreement from December 2009 is above.


General Overview

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

This SLA covers the period from [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

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

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: 

Systems Monitoring

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

Maintenance and Upgrades

Hours of Coverage, Incident Response Times & Escalation

Incidents

Hours of Technical Support

Response

Resolution

Notification

Prioritization and Escalation

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

SUNY Delhi Responsibilities