Professional Documents
Culture Documents
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UCSD Campus CMS SLA 2009
2.5.2 Client Web Hosting ............................................................................................................... 9
2.6 Security, Access Levels & Roles ................................................................................................... 10
2.7 Analytics & Web Traffic Reporting .............................................................................................. 10
2.8 Content Backup ........................................................................................................................... 10
2.8.1 CMS Database ..................................................................................................................... 10
2.8.2 ACT Web Servers ................................................................................................................. 10
2.9 System Architecture .................................................................................................................... 10
2.9.1 ACT Hosted Web site .......................................................................................................... 11
2.9.2 Externally Hosted Web site ................................................................................................. 12
2.10 Optional Services ........................................................................................................................ 13
2.10.1 Usability Services ................................................................................................................ 13
2.10.2 Graphic Design .................................................................................................................... 13
2.10.3 Writing & Editing ................................................................................................................. 13
3. Service Provider Responsibilities ........................................................................................................ 13
3.1 On boarding ................................................................................................................................ 13
3.2 Content Migration....................................................................................................................... 13
3.3 Training ....................................................................................................................................... 13
3.4 Testing/QA .................................................................................................................................. 14
3.5 Deployment................................................................................................................................. 14
4. Customer Responsibilities ................................................................................................................... 14
4.1 Content Guidelines ..................................................................................................................... 14
4.2 Designated Point of Contact ....................................................................................................... 14
4.3 Verifying Web site ....................................................................................................................... 14
4.4 End User Prerequisites ................................................................................................................ 14
4.4.1 SSO Account for Authentication ......................................................................................... 14
4.4.2 Supported Browsers & Operating Systems......................................................................... 14
4.4.3 VPN Access .......................................................................................................................... 15
5. Requesting Service .............................................................................................................................. 15
5.1 Email............................................................................................................................................ 15
5.2 Phone .......................................................................................................................................... 15
5.3 Coming Soon: Web Form ............................................................................................................ 15
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UCSD Campus CMS SLA 2009
5.4 Prioritization................................................................................................................................ 15
6. Hours of Coverage, Response Time & Escalation ............................................................................... 16
6.1 Incidents ...................................................................................................................................... 16
6.1.1 Hours of Coverage............................................................................................................... 16
6.1.2 Response ............................................................................................................................. 16
6.1.3 Disaster Recovery................................................................................................................ 16
7. Maintenance or Service Changes ........................................................................................................ 16
7.1 Enhancements............................................................................................................................. 17
7.1.1 Enhancement Requests ...................................................................................................... 17
7.1.2 Enhancement Implementation ........................................................................................... 17
7.2 Upgrades ..................................................................................................................................... 17
7.3 Patches ........................................................................................................................................ 17
7.4 Assumptions ................................................................................................................................ 17
8. Pricing.................................................................................................................................................. 17
9. Reporting, Reviewing, and Auditing.................................................................................................... 18
10. Associated Policies, Processes and Procedures .............................................................................. 18
10.1 Domain Names ............................................................................................................................ 18
10.2 URL Guidelines ............................................................................................................................ 18
Revision History
Name Date Reason For Changes Version
Brett Pollak 12/29/2008 Initial draft started 1.0
Brett Pollak 1/23/2009 Added headings and built out certain sections 1.1
with additional content
Brett Pollak 1/30/2009 Incorporating feedback from Sydney Donahoe 1.2
and BECS
Brett Pollak 3/2/2009 Incorporating feedback from Flordelis Dimaano 1.3
Brett Pollak 3/9/2009 Incorporating content from Frank Whittemore 1.4
and feedback from Emily Deere
Bret Pollak 3/23/2009 Incorporating feedback from Sheryl Gerbracht, 1.6
Parrish Nnambi, and Charlotte Klock
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UCSD Campus CMS SLA 2009
Brett Pollak 6/26/2009 Additional feedback from Sydney Donahoe and 1.7
Emily Deere
Brett Pollak 10/6/2009 Minor edits from Emily Deere, Jim Adams, and 1.8
Sydney Donahoe
1. General Overview
This is a Service Level Agreement (SLA) between the Service Providers:
• The services provided allowing web site owners to use the content management system (CMS)
to maintain their web content.
• The general levels of response, availability, and maintenance associated with these services
• The responsibilities of the service providers and of clients receiving services
• The process for requesting services
This SLA begins August 10th, 2009 and will be reviewed and updated quarterly.
Stakeholder Role
Campus Web Manager Campus Web Manager
Responsible for overseeing the service offering, promoting the CMS, and
providing a process and governance for the web sites that will maintain
their content in the CMS.
UX Technologies Manager UX Technologies Manager
Responsible for technical and administration of the CMS, including
content templates, transports, content types, roles
Portal Services Director Portal Services Director
Responsible for managing support staff that assist clients with coming on
board to the CMS, training, web writing and usability best practices
Data Center Director Data Center Director
Responsible for the infrastructure that supports the CMS and GSA
including web servers, application servers, database servers and disaster
recovery.
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UCSD Campus CMS SLA 2009
2. Service Description
2.1 Service Scope
The general offering described in this document is for campus departments and units to use the Campus
CMS to manage their web site content. The CMS provides templates that reflect current UC San Diego
branding, a user friendly way for web site owners to update content, and a stable environment with
dedicated support staff.
In addition, complimentary systems are coupled with the campus CMS to enhance the service offering.
The following software systems make up the campus wide service offering:
1
This many not be the case if the client’s content is part of Blink or TritonLink.
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UCSD Campus CMS SLA 2009
and/or through the HTML editor. Once edits are made, clients have the ability to publish the
changes to a staging environment where they can view what their changes will look like before
publishing to the live environment.
2.2.3 Metadata
Standard metadata sets are included as part of the UCSD templates. Specific metadata elements
will be reviewed in training and orientation with the client.
2.2.4 Versioning
The CMS supports versioning of web pages so the client can retrieve previous versions of a page,
compare it with current versions, and republish older versions if need be.
The following diagram shows the underlying structure of the template. It lays out how web content and
images are displayed based on the corresponding block populated by the content owner. It is optimized
for pages that are text-rich.
There are two variations of the Full Width template. Full Width Static Nav allows you to hand-populate
the left side navigation with text and links. Full Width Dynamic Nav populates the left side navigation
dynamically based on where the page lives in the web site taxonomy.
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UCSD Campus CMS SLA 2009
The multi-channel template allows for a flexible three column layout. This layout is typical for site home
pages and section landing pages that have multiple content areas or blocks.
There are two variations of the Full Width template. Multi Channel Static Nav allows you to hand-
populate the left side navigation with text and links. Multi Channel Dynamic Nav populates the left side
navigation dynamically based on where the page lives in the web site taxonomy.
If content is not input into a particular block, that block is hidden from display on the web page. Blocks
slide up. For example, if there is no content in Right Block 2 and the user populates content in Right
Block 3, the content in Right Block 3 will display under the content in Right Block 1.
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UCSD Campus CMS SLA 2009
2.2.9 Example Home Page Using 3 Column Layout
More detail about the templates is provided in consultation and in training with clients. As the service
offering matures, more templates will be made available to campus clients. At such time, all clients will
be made aware of the new templates, their features, and how to implement them within their web site.
2.3 Limitations
2.3.1 Hosting video files
While clients have the ability to embed videos within their web pages, the CMS does not support
hosting multimedia, Flash, or video files. The primary reason is these files are typically large and
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UCSD Campus CMS SLA 2009
database intensive. Multimedia servers are optimized for hosting video files and we can refer
clients to on and off-campus resources that provide this type of service.
2.4 Search
Web sites maintained in the Campus CMS will have the benefit of being indexed by the Google Search
Appliance (GSA). In addition, sites maintained in the CMS will include the search box in the header of
their web site.
Web sites maintained in the CMS will contain a “search this site” feature. This allows search results to
be limited to the site the user is on. The user can also toggle to the campus wide search.
The web server cluster runs Apache and exceeds the specifications recommended by Hannon Hill for the
CMS. More information can be found in the System Architecture section below.
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UCSD Campus CMS SLA 2009
2.6 Security, Access Levels & Roles
The campus CMS is integrated with the campus Single Sign On (SSO) system. Once logged in, users will
be able to work within the CMS for a period of 8 hours before their session times out. After 8 hours of
inactivity, a user will be prompted to log back in with their SSO credentials.
Access to specific content within a web site maintained by the CMS can be designated at the directory
level. Web site owners will have the ability to outline who will have view and edit access to specific
areas of a web site when the site is initially deployed.
An SQL-dump takes place daily at 4:00 AM. A copy of each is placed on a separate server cluster within
the Central Utilities building and at the University of California Office of the President (UCOP). 60 days
worth of dumps are currently being kept.
Each database is backed up to tape. The file systems are backed up to Tivoli Storage Manager on the
ACT IBM mainframe, which uses a tape robotic unit. One copy of the backup tape remains in the robot
and one copy is sent offsite to Iron Mountain.
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UCSD Campus CMS SLA 2009
2.9.1 ACT Hosted Web site
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UCSD Campus CMS SLA 2009
2.9.2 Externally Hosted Web site
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UCSD Campus CMS SLA 2009
2.10 Optional Services
The following are optional services that can be leveraged to help ensure the client web site has a
professional look and an information architecture that will meet end-user needs. The resources that
support these services are limited. Utilization of these services depends on the availability of the
resources that perform these services.
3.3 Training
Once the web site shell has been established in the campus CMS, the service provider shall work with
the client to train them on the functions of the CMS that are pertinent to their implementation. In
person and hands on training will be conducted in addition to creating customized training materials
that can be used as reference.
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UCSD Campus CMS SLA 2009
3.4 Testing/QA
The service provider will perform testing of the client web site in supported browsers and perform basic
editing functions such as spell check. Section 4.4.2 below contains a list of supported browsers.
3.5 Deployment
The service provider will assist in all aspects of the client web site’s initial deployment.
4. Customer Responsibilities
4.1 Content Guidelines
The client site shall be UCSD related whose target audience consists primarily of prospective students,
current students, parents, or related on-campus audiences. The client is responsible for using
professional language throughout the site. If at any time the client deviates from these guidelines, the
service provider s have the right to remove offending content.
The following browsers are supported by the campus CMS (according to Hannon Hill)
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UCSD Campus CMS SLA 2009
• Internet Explorer 6 or higher on Windows
• Firefox 2/3 on Mac OS X, Windows, and Linux
• Safari 3 on Mac OS X, Windows
• Safari 2 on Mac OS X (Safari 2 has limited support for the WYSIWYG)
• Display capable of 1024 x 768 resolution or higher
5. Requesting Service
5.1 Email
Currently, the best way of engaging the service provider is to send an email to portalhelp@ucsd.edu.
With this, please include the following
- Requestor Name
o Department
o Phone
o Email
o Do you have an existing site?
o URL of existing site
o What your goals for creating or migrating your site into the CMS?
5.2 Phone
For an initial service request via phone, please contact the Campus Web Manager at 858-246-0239. For
incidents related to the CMS, please contact the ACT Help Desk at 858-534-1853.
5.4 Prioritization
Clients will be sequenced to come in to the CMS in the most efficient manner possible. Ultimately
sequencing will depend on staffing and the guidance provided by the Campus Web site Steering
Committee (CWSC). More information can be found on the CWSC at http://cwo.ucsd.edu/about/ .
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UCSD Campus CMS SLA 2009
6.1 Incidents
Any interruption in the normal function of a service or a system is an incident. The following matrix
outlines how clients should report an incident.
CMS is inaccessible Help Desk. Tickets should be triaged to UNIX team. Help
Desk also notifies portalhelp@ucsd.edu.
For after-hours incidents, call (858) 534-1853 to reach the Operations Center at Torrey Pines Center
South, and appropriate technical staff will be contacted. On weekends, incidents logged with the Help
Desk will be triaged to the necessary points of contact for investigation.
6.1.2 Response
Based on the severity of the incident, and current state of known issues, response time will vary.
Generally, one day turnaround should be expected for lower level incidents and up to 48 hours during
increased call volume.
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UCSD Campus CMS SLA 2009
7.1 Enhancements
The campus CMS is an “out of the box” solution. This means the underlying software code cannot be
manipulated to change the system’s core functions. However, the campus CMS has certain
configurations that can enable and disable certain features. In addition, Hannon Hill also offers certain
plug-ins that allow for additional features to be added on to the system.
7.2 Upgrades
Beginning in 2010, major upgrades will be generally performed during the end of June, each year. The
service provider will coordinate the upgrade installation through each environment, test to ensure the
upgrade didn’t break any current configurations. The service provider will fix any broken configurations
due to the upgrade. The service provider coordinates all change management activities associated with
the upgrade including communicating with clients regarding any associated downtime and additional
features or capabilities available to the clients available in the latest software release.
7.3 Patches
Operating System patches are performed on the 4th Friday of each month. A 10-minute window is
needed to restart the servers after patching is complete. Clients will be notified at least 24 hours before
any downtime and a few minutes prior to the actual downtime. A log of all the patches is kept and is
available upon request.
7.4 Assumptions
• Major CMS software upgrades will be treated as projects that will be managed by the service
provider.
• Changes to services will be communicated and documented to all stakeholders via the Campus
Web Office web site http://cwo.ucsd.edu/
• Service will be provided in adherence to any related policies, processes, and procedures
8. Pricing
As of the Effective Date of this agreement, the service provider does not charge for any services
provided to the client.
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The Designated Review Owner (“Document Owner”) is responsible for facilitating regular reviews of this
document. Contents of this document may be amended as required, provided mutual agreement is
obtained from the primary stakeholders and communicated to all affected parties. The Document
Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
This Agreement will be posted to the following location and will be made accessible to all stakeholders:
Document Location: http://cwo.ucsd.edu/
Domain names for top level web sites should abide by the following format:
http://SITENAME.ucsd.edu/. Content rendered under the site will fall underneath this URL structure.
For more information about registering domain names, please see:
http://blink.ucsd.edu/Blink/External/Topics/How_To/0,1260,24444,00.html.
Brett Pollak, Campus Web Manager Sydney Donahoe, Director Portal Services
Emily Deere, Executive Director, ACT Applications Charlotte Klock, Executive Director, ACT Infrast.
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