UCSD Campus CMS SLA

UCSD Campus CMS SLA 2009 Campus Content Management System Service Level Agreement (SLA)

Table of Contents

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 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:

 Campus Web Office,

 Portal Services, and

 UX/ITAG

And the campus community (clients), to document:

Page | 1 UCSD Campus CMS SLA 2009  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.

1.1 Service Owners The following Service Owners will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA.

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.

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:

2.1.1 Hannon Hill Cascade Server CMS Cascade Server is a powerful web content management solution that gives people the freedom to manage their web content through a user-friendly interface. Designed around XML and for

Page | 2 UCSD Campus CMS SLA 2009 any network environment, Cascade Server is accessible through any Internet-connected browser and is as easy as email. Cascade Server helps organizations maintain a higher quality, standards- compliant web site, while providing deployment flexibility, a zero footprint client and a fast implementation.

http://hannonhill.com/

2.1.2 Google Search Appliance (GSA) The Google Search Appliance is an on-premise search solution that provides universal search. This includes content within your web servers, intranets, file shares, databases, content management systems, and business applications. The Google Search Appliance incorporates hardware, software, and enterprise-specific relevance algorithms into a single, easy-to-deploy solution.

http://www.google.com/enterprise/gsa/

2.1.3 Google Analytics Web sites maintained in the campus CMS are connected to Google Analytics which allows statistical reporting page views and other metrics to assist clients with analyzing the behaviors of their web visitors.

2.2 CMS Features

2.2.1 Create Web site The service providers will work with the client to develop a recommended site architecture and navigation structure based on client’s goals and objectives. It is assumed in most cases the client has or will develop the site content. The service provider will work with the client to develop a mutually agreed upon navigation structure.

2.2.2 Create, Edit & Publish Web Page Clients will have the ability to freely edit their web pages within the confines of the CMS after the initial site deployment1. Editing of content occurs in 2 main ways; through the WYSIWYG interface 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.

1 This many not be the case if the client’s content is part of Blink or TritonLink.

Page | 3 UCSD Campus CMS SLA 2009 2.2.5 Document & Image Hosting The CMS supports the hosting of documents and images that are linked or appear on an associated web page. The maximum file size is 10MB per file.

2.2.6 Coming Soon: Workflow Although not available at this time, one-step and two-step workflow options will be made available during the ’09 calendar year. This helps ensure proper reviews are taking place as part of the web content creation and editing process.

2.2.7 Friendly URLs Content maintained in the CMS is delivered with human readable URLs. These URLs are also considered “search engine friendly” based on the semantics matching the content of the web page. (e.g. http://roosevelt.ucsd.edu/about/ would be the URL for Roosevelt College’s About Us section).

2.2.8 Content Templates The Campus CMS provides templates that reflect UCSD branding and include content types allowing clients to display content in a variety of layouts. The content types available are described below:

2.2.8.1 Full Width Template (2 Column) 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.

Page | 4 UCSD Campus CMS SLA 2009 2.2.8.2 Multi Channel Template (3 Column) 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 for 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.

Page | 5 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

Page | 6 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.

2.3.2 Online forms & Web Applications At this time, the service provider will not support the development of custom online forms or web applications. The primary function of the CMS is to manage web content and currently does not provide a platform for developing web applications. The web content produced by the CMS is designed to dovetail with the clients existing or future applications.

2.3.3 Custom JavaScript or Embedded Dynamic Code Web sites managed in the CMS have the option of leveraging certain add-ons such as image slideshows and other pre-defined widgets. The library of these widgets is located on the Campus Web Office web site at http://cwo.ucsd.edu/cms/. If the client wishes to embed code that pulls in functionality, videos, or other dynamic content, we ask the client uses the prefabricated widgets or ask us the service provider for assistance. If you have a need for a feature, please send your request to [email protected]. If the client embeds dynamic code that is deemed to be detrimental to the health of the CMS, the service provider reserves the right to remove such code.

2.3.4 Wiki and Blog features At this time, “interactive” features such as updating web pages real-time (wiki) are not available. We can refer you to other solutions on campus that can provide this type of functionality.

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.

2.5 Web Hosting

2.5.1 ACT Web Hosting ACT provides a web site hosting service for sites maintained in the CMS. ACT uses a web server cluster to propagate content across multiple physical servers. This maximizes uptime in case one of the servers becomes disabled for any reason.

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.

2.5.2 Client Web Hosting Provided clients maintain a web server environment that meets the requirements for web site hosting, it is an option to have a client web site hosted in a datacenter outside of ACT. An evaluation of the client’s datacenter will take place to ensure it meets the requirements to host the web site.

Page | 7 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.

2.7 Analytics & Web Traffic Reporting With each new web site added to the CMS, clients will get access to their own web site profile within the Google Analytics dashboard. This allows clients to use all the reporting features Google Analytics provides.

2.8 Content Backup

2.8.1 CMS Database The CMS database architecture uses a masterslave replication relationship. Replication is configured at the safest possible setting. In the event of a crash the most that can be lost is one database transaction.

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.

2.8.2 ACT Web Servers The web content is replicated to a separate server cluster in the Central Utilities building and at UCOP. The synchronization operation is constantly running so under normal conditions they are updated at least once per minute. There are also daily backups to tape. One copy of the backup tape remains in the robot and one copy is sent offsite to Iron Mountain. 2.9 System Architecture The Campus CMS is hosted at the Torrey Pines datacenter. It is a clustered environment with load balancing and redundancy built into the architecture design. All of the hardware exceeds the minimum requirements recommended by the vendor. A detailed system architecture diagram of the production environment is included below.

Page | 8 UCSD Campus CMS SLA 2009 2.9.1 ACT Hosted Web site

2.9.2 Externally Hosted Web site

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.

2.10.1 Usability Services In order to design the best possible user experience, it’s important to get the feedback of your target users. The service provider can work with clients to develop a recommended approach for getting user input into the web site layout and design through the use of card sorts, usability studies, surveys, and other tools. Assistance may be provided depending on availability of resources.

2.10.2 Graphic Design Custom graphics, within the constructs of the UCSD web site template, are a great way to set your site apart and catch a user’s attention. The service provider can work with clients to create graphical elements that assist in communicating the client’s message. Assistance may be provided depending on availability of resources.

2.10.3 Writing & Editing If clients wish to leverage services to assist in the writing and editing of their web content, assistance may be provided depending on availability of resources.

Page | 9 UCSD Campus CMS SLA 2009 3. Service Provider Responsibilities

3.1 On boarding The service providers may assist with on boarding new clients into the CMS. The service providers may work with the client to perform a content analysis, if a web site already exists, and recommend a site structure and hierarchy.

3.2 Content Migration The Service Provider shall work with the client to populate the web site once the hierarchy has been established by the client and the service providers

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.

Generic training documentation can be accessed online at http://cwo.ucsd.edu/cms/traning/

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 Supported Browsers & Operating Systems 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 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.

4.2 Designated Point of Contact At such time the client is ready to begin migrating into the CMS, one designated point of contact shall be assigned for the service provider to work with. This point of contact will coordinate all activities from the client’s side.

Page | 10 UCSD Campus CMS SLA 2009 4.3 Verifying Web site Clients have the responsibility of reviewing and approving their web site prior to initial launch. It is up to the client thereafter to keep their site current, unless a different agreement has been arranged ahead of time.

4.4 End User Prerequisites The following outlines some prerequisites CMS users will need.

4.4.1 SSO Account for Authentication SSO accounts can be obtained easily through ACT. The following page outlines how to obtain and SSO account: http://blink.ucsd.edu/Blink/External/Topics/Policy/0,1162,14006,00.html

4.4.2 Supported Browsers & Operating Systems The following browsers are used to test web sites managed in the CMS. These browsers make up 95% the web site traffic to UCSD sites, according to Google Analytics.

 Internet Explorer 6 , 7 & 8 (PC)

 Firefox 2 & 3 (Macintosh & PC)

 Safari 2 & 3 (Macintosh & PC)

 Display capable of 1024 x 768 resolution or higher

The following browsers are supported by the campus CMS (according to Hannon Hill)

 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

4.4.3 VPN Access Clients who want to access the CMS off-campus can do so through the use of Virtual Private Network (VPN). More info about VPN can be found here: http://blink.ucsd.edu/Blink/External/Topics/Policy/0,1162,13559,00.html

5. Requesting Service

5.1 Email Currently, the best way of engaging the service provider is to send an email to [email protected]. With this, please include the following

- Requestor Name

Page | 11 UCSD Campus CMS SLA 2009 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.

5.3 Coming Soon: Web Form The service provider is in process of building online forms which will catalog all requests in ACT’s IT service management platform, Footprints.

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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6. Hours of Coverage, Response Time & Escalation

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.

Incident Type Clients’ Action Web site is inaccessible Contact ACT Help Desk at 534-1853. Tickets should be triaged to UNAS team. Help Desk also notifies [email protected].

CMS is inaccessible Help Desk. Tickets should be triaged to UNIX team. Help Desk also notifies [email protected].

Access, editing, publishing, or other Send email to [email protected]. issues related to CMS

6.1.1 Hours of Coverage Typical hours of coverage are from 8:00 AM to 5:00 PM, Monday through Friday. Help Desk hours for incidents are 7:00 AM to 7:00 PM, Monday through Friday.

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.

6.1.3 Disaster Recovery Campus or regional incidents that cause major power/system outages are of the highest priority, and the Campus CMS fits into the overall ACT Disaster Recovery Plan. A copy of the CMS data and all web sites hosted in the ACT datacenter are replicated to servers at the Office of the President (UCOP) each morning. In the event of power outage to the ACT datacenter, the capability exists to have the web sites delivered via the UCOP servers.

7. Maintenance or Service Changes With any software system, regular maintenance is necessary. Advanced notice to clients about regular maintenance is important to the service provider to ensure continuity of service.

Page | 13 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.

7.1.1 Enhancement Requests Enhancement requests can be sent to [email protected].

7.1.2 Enhancement Implementation As enhancements are logged and prioritized by the service provider. Implementation will be based on feasibility and overall benefit to the entire CMS user group. Prior to the enhancement being implemented, clients will be notified of the new feature or change. In some cases clients may be asked to test the enhancement prior to implementation.

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.

Page | 14 UCSD Campus CMS SLA 2009 9. Reporting, Reviewing, and Auditing This Agreement is valid from the Effective Date outlined herein and is valid until the Date of Termination. The Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

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.

Designated Review Owner: Brett Pollak Review Period: Bi-Annually Previous Review Date: August 6, 2009 Next Review Date: February, 2010

This Agreement will be posted to the following location and will be made accessible to all stakeholders: Document Location: http://cwo.ucsd.edu/

10.Associated Policies, Processes and Procedures

10.1 Domain Names The service provider will handle registering domain names on behalf of the client. If the client has an existing domain names and wishes to host their web site within the ACT datacenter, they will need to transfer ownership of the name to ACT.

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.

10.2 URL Guidelines Content maintained in the campus CMS is delivered with human readable URLs. URLs reflect the web site taxonomy, similar to the folder and file system users are familiar with in Microsoft operating system. (e.g. http://www.ucsd.edu/current-students/) .

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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