Sample Web Hosting SLA - CITES

maintained for six months. After six months they will be deleted. If you have abusiness case that requires the logfiles to be kept longer, let us know and we cansend you the raw logfiles on a monthly basis. Website usage reports will also bekept for six months and then deleted.Website Monitoring:Websites are monitored via Microsoft Operations Manager (MOM) using the followingMOM management packs:Website Naming:Website name redirection will be provided at no cost if it can be accomplished viaserver-side host headers. In cases where a server-side host header will not work,name redirection can be accomplished by the creating of a redirection website on thehosting server. In this case, a one time fee of $40 for each domain name redirectionwebsite will be charged.Hosted Application Support:Hosted .NET applications can not over utilize server resources so as to detrimentallyaffect other hosted webs. DS reserves the right to temporarily suspend applicationsnot fulfilling this service level. Clients .NET applications that require DS Hostingassistance or maintenance are updated via the following change control process:Regular Build Process:• Hosting will install client code with appropriate ACL’s and test to make surebasic website is up.• Clients should provide build as a ZIP file of entire web• Clients are charged $30 for each build that takes under 15 minutes forHosting to install. If the build takes longer than 15 minutes for Hosting toinstall, the client is charged $30 for this initial 15 minutes and then $75/hr forall time after this.• Hosting will install client builds between 1:30pm and 4:30pm on Mondaythrough Friday during non University holidays. Clients can schedule buildswith Hosting either at least 2 business days prior to the desired build date oron a regular schedule. In either case, the build should be sent to Hosting bynoon of the build day. Clients are charged $30 for scheduled builds that can’tbe completed because the build is not ready by noon of the build day.Emergency Build Process:• Hosting will install client code with appropriate ACL’s and test to make surebasic website is up.• Clients should provide build as a ZIP file of entire web• Clients are charged $60 for each build that takes under 15 minutes forHosting to install. If the build takes longer than 15 minutes for Hosting toinstall, the client is charged $60 for this initial 15 minutes and then $150/hrfor all time after this.

Emergency builds are offered during 8am-5pm on Monday thru Friday. Emergencybuilds will be completed ASAP.Other Notes:Email accounts are part of the Microsoft Exchange service (http://exchangeaccounts.ad.uiuc.edu/default.htm).Clients are responsible for the purchase of theSSL certificate if secure access is required. Contacts for information and ordering:send mail to hosting@ad.uiuc.edu. The web hosting service is a production service.This means that it is not designed as a development platform. User changes to thewebsite go “live” immediately upon saving the web page. It is recommended thatwebsite development be done elsewhere and only final production web pagesuploaded to the web hosting site. A developmental website may be offered in thefuture at an additional cost.2.2 User EnvironmentThe business function is conducted in the following data processing environment asshown in Table A.2.Eligible UsersWhere Service is DeliveredComputer Platforms Required to Usethe ServiceUser Background or TrainingRequired to Use the ServiceAll departments, units, groups affiliatedwith the University of Illinois.Users can authenticate and access theweb sites anywhere on the Internet.All users must have IP connectivity to theclient machine. Users can access webfrom any platform with a browser.Web development skills are necessary forweb work.Table A.2 Service User Community Characteristics2.3 User Support ServicesPhone Assistance 217-244-7000800-531-2531See http://www.cites.uiuc.edu/help/ foravailable hours.Walk-in Assistance1211 DCLSee http://www.cites.uiuc.edu/help/ foravailable hours and further information.E-mail AssistanceInformation:hosting@ad.uiuc.eduGeneral Help:consult@uiuc.eduSpecific Questions:hosting@ad.uiuc.eduDocumentation/FAQhttp://www.ds.uiuc.edu/webhosting/default.htmNotification to Users of Service Send email to hostingcontacts@ad.uiuc.eduChangesService Status Information http://status.cites.uiuc.edu/Reporting Problems with theService217-244-1000net-trouble@uiuc.edu

Table A.2.1 Support Services for the User CommunityNote: The scope of customer support covers issues with hosting servers/service andhow to connect to the hosted servers. Customer support does not include web pagedesign, SQL design, or programming. Contact CITES DS Software Services for costbased help with these issues.3.0 About Service AvailabilityThis section provides information about the normal schedule of times when theservice is available. It also describes the process for enhancing or changing theservice.3.1 Normal Service Availability ScheduleTable A.3 shows the times the service is available for customer use.Times Sunday Monday Tuesday Wednesday Thursday Friday SaturdayStart 0:00 0:00 0:00 0:00 0:00 0:00 0:00**Stop 24:00 24:00 24:00 24:00 24:00 24:00 24:00Table A.3 Service Availability**Adjusted when necessary for scheduled outages and nonemergencyenhancements.3.2 Scheduled Events That Impact Service AvailabilityRegularly scheduled events can cause a service outage or have an impact onperformance (such as slow response time). Table A.4 shows when these arescheduled to occur.Times Sunday Monday Tuesday Wednesday Thursday Friday SaturdayStart 5:30 AM 5:30 AM 5:30 AM 5:30 AM 5:30 AM 5:30 AM 5:30 AMStop Noon 7:30 AM 7:30 AM 7:30 AM 7:30 AM 7:30 AM 10:00 AMTable A.4 Scheduled Maintenance for the CITES Data center3.3 Nonemergency EnhancementsAll changes that take more than four hours to implement or that impact userworkflow are reviewed by the hosting service team for approval and prioritization.This team is currently comprised of Josh Mickle, Kevin Bird, Devin Gengelbach, BenFarmer, and Alex Breen.Enhancements and changes that do not require a service outage and that do notimpact user workflow are implemented upon completion.

Enhancements and changes that require a service outage are scheduled outsidebusiness hours. Users are notified at least two business days in advance when anonemergency service outage is required to implement an enhancement or change.To request an enhancement, submit a problem by sending email tohosting@ad.uiuc.edu.3.4 Change ProcessChanges to any hardware or software affecting the application should be requestedby sending email to hosting@ad.uiuc.edu.3.5 Requests for New UsersTo request a web site, requires notifying hosting@ad.uiuc.edu. Requests are usuallysatisfied within 2 business days. Additional time may be necessary for URL aliascreation. Units will be billed following the creation of the web site.4.0 About Service MeasuresThe Hosting Service Team monitors and reports the service quality. Table A.5 showsthe service measures that are reported along with the performance targets.Measurement Definition Performance TargetService Availability Percent The percent of time that 87.5%the application is availableminus the impact timefrom any events(scheduled orunexpected) otherthan loss of networkor other contingenciesspecified in 4.1User Response Time The time taken for theapplication to complete auser request andreturn a responseProblem ResponseThe time required for auser to receive a responseafter reporting a problemto the Help Desk1-High PriorityWithin 1 hour2-Normal PriorityWithin 1 business day3-Low PriorityWithin 2 business daysProblem Circumvention orResolution TimeThe time required for auser to receive acircumvention or a solutionafter reporting a problemto the Help Desk1-High PriorityWithin 2 hours2-Normal PriorityWithin 1 week3-Low PriorityWithin 2 weeks

Table A.5 Service Quality MeasurementThe Hosting Service Team prioritizes requests for support according to the followingpriority-level guidelines:1-High PriorityThe hosted web sites are not operational for multiple users during scheduledavailability.A major function of the hosting service is not operational for multiple usersduring the hours that the service is scheduled for availability to users.2-Normal PriorityA minor function of the hosting service is not operational for one or moreusers (who can continue to use other application functions).A user has questions about the hosting service functionality or needsassistance in using the service.A user needs administrative assistance.3-Low PriorityThe hosting service is not operational for one or more users outside the hoursduring which the service is scheduled for availability to users. A majorfunction of the hosting service is reported as non-operational during the timeperiod for which normal service is not available.Enhancement requests are logged as Priority 3-Low Priority, but are reviewedand scheduled by the hosting service team.4.1 Service DependenciesThis service depends on other services offered by CITES or by other serviceproviders. These services are listed below along with the service provider and whereavailable the service level definition/agreement between internal CITES services orexternal vendors.ServicePowerCampus NetworkAccessDependency onServiceThe hosting webservers are located inthe CITES datacenter and aredependant on powerto this location.The hosting webservers are located inService ProviderCITES, IP, and O&Mhttp://status.cites.uiuc.edu/http://opcenter.cites.uiuc.edu/http://www.oandm.uiuc.edu/ (217/333-2082)CITEShttp://status.cites.uiuc.edu/

EnvironmentalControlsUIUC Campus ActiveDirectoryBuilding Local AreaNetwork (LAN)EnvironmentOperations Centerthe CITES datacenter and aredependant onnetwork access tothis location.The hosting webservers are located inthe CITES datacenter and aredependant on astable environmentat this location.Permissions beyondviewing of web pagesare dependent uponthe UIUC campusactive directory toauthenticate users.On-campus usersconnect to service viathe building LocalArea Network (LAN)environment andthrough connectionsto the UIUCnetbackbone network.Problems with theservice will often bereported to theOperations Center.Resolution of theseissues is dependanton the OperationsCenter notifying theproper people.http://opcenter.cites.uiuc.edu/CITEShttp://status.cites.uiuc.edu/http://opcenter.cites.uiuc.edu/CITEShttp://www.ad.uiuc.eduEach building LAN is currentlymaintained by local networkadministrators.CITES provide connectivity servicesbetween buildings and UIUCnetbackbone services.http://status.cites.uiuc.eduhttp://opcenter.cites.uiuc.edu/http://opcenter.cites.uiuc.edu/Table A.5.1 Service Dependencies