Introduction
This document outlines the Service Level Agreement (SLA) that is offered by the Computer Science department for the delivery of various web related services and infrastructure that is specific to the CS department. This does not entail any service offerings from OIT main campus. Those service offerings are covered under their own SLA and can be found within their respective web domain (https://oit.colorado.edu/)
The purpose of this agreement is:
-
To represent the capabilities of the services.
- To establish a shared set of expectations regarding the operation
and support of services.
- To provide a framework for communication regarding satisfaction with
the service.
Scope of Agreement
Computer Science IT will provide professional support for web services and computing devices, including:
| Name | Service Type |
|---|---|
| LMS (moodle.cs.colorado.edu) | Web-based |
| LDAP | Infrastructure |
| Inginious (inginious.csel.io) | Web-based |
| Runestone eBooks (runestone-ucbcs.csel.io) | Web-based |
| Gitlab (gitlab.cs.colorado.edu) | Web-based |
| Foundation (foundation.cs.colorado.edu) | Web-based |
| CS archive repository (csel-archive.cs.colorado.edu) | Web-based |
| CSEL lab desktop computers and printer (PXE boot and nfs) | Infrastructure |
| CS RT Ticketing | Infrastructure |
| VMWare Licensing and VM Image and support | Web-based |
| OpenStack Cloud | Infrastructure |
| Linux shared (ELRA) virtual machines | Infrastructure |
CS support also includes training, recommendations, maintenance, testing, troubleshooting, and availability of CS services within established campus standards and best practices. Recurring problems will be addressed through an established problem resolution process, which strives to address underlying causes, resolution with vendors, and identifying workarounds if possible.
Cost of the Service
The cost of the services can be broken down into different categories.
1 ) Cost of training = (# of requests) * (cost per block of time)
2 ) Cost of maintenance = (# of patches, releases, data backups) * (time to run)
3 ) Cost of testing = (# of patches, releases, data backups) * (time to test)
4 ) Cost of troubleshooting = (# of errors,) * (time to te debug, test)
General Responsibilities of the Agreement
- CS Support is responsible for satisfactory uptime and maintenance
services for all CS related services during working hours. 8am-5pm M-F.
-
Update software securities patches and fixes where necessary.
- Provide data protection, redundancy and have disaster recovery plans
in place in case of total failure.
- Provide training and consultation to TAs, Instructors and
Professors.
- When needed, CS support can act as a technical liaison for the
purpose of custom IT solutions that may be needed for the department.
Hours of Coverage, Response Times & Escalation
Dedicated CS Support hours of operation are 8:00 am to 5:00 pm Monday through Friday, excluding University holidays and official closures.
You can contact CS Support for technical service by using the CS Help email ticketing system. CS Help help@cs.colorado.edu
| Service | Service Response Time |
|---|---|
| LMS (moodle.cs.colorado.edu) | 2 hours |
| LDAP | 2 hours |
| Inginious (inginious.csel.io) | 2 hours |
| Runestone eBooks (runestone-ucbcs.csel.io) | 1 business day |
| Gitlab (gitlab.cs.colorado.edu) | 1 business day |
| Foundation (foundation.cs.colorado.edu) | 1 business day |
| CS archive repository (csel-archive.cs.colorado.edu) | 1 business day |
| CSEL lab desktop computers and printer (PXE boot and nfs) | 2 business days |
| CS RT Ticketing | 4 hours |
| VMWare Licensing and VM Image and support | 2 business days |
| OpenStack Cloud | 1 business day |
| Linux shared (ELRA) virtual machines | 4 hours |