ucsd campus cms sla 2009

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UCSD Campus CMS SLA 2009

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Campus Content Management System

Service Level Agreement (SLA)

Table of ContentsRevision History ............................................................................................................................................ 3

1. General Overview ................................................................................................................................. 4

1.1 Service Owners ............................................................................................................................. 4

2. Service Description ............................................................................................................................... 5

2.1 Service Scope ................................................................................................................................ 5

2.1.1 Hannon Hill Cascade Server CMS .......................................................................................... 5

2.1.2 Google Search Appliance (GSA) ............................................................................................ 5

2.1.3 Google Analytics .................................................................................................................... 5

2.2 CMS Features ................................................................................................................................ 5

2.2.1 Create Web site ..................................................................................................................... 5

2.2.2 Create, Edit & Publish Web Page .......................................................................................... 5

2.2.3 Metadata ............................................................................................................................... 6

2.2.4 Versioning ............................................................................................................................. 6

2.2.5 Document & Image Hosting .................... .............................................................................. 6

2.2.6 Coming Soon: Workflow .......................................................................... ............................. 6

2.2.7 Friendly URLs ......................................................................................................................... 6

2.2.8 Content Templates ................................................................................................................ 6

2.2.9 Example Home Page Using 3 Column Layout ....................................................................... 8

2.3 Limitations..................................................................................................................................... 8

2.3.1 Hosting video files ................................................................................................................. 8

2.3.2 Online forms & Web Applications......................................................................................... 9

2.3.3 Custom JavaScript or Embedded Dynamic Code .................................................................. 9

2.3.4 Wiki and Blog features ......................................................................... ................................. 9

2.4 Search ........................................ .................................................................................................... 9

2.5 Web Hosting .................................................................................................................................. 9

2.5.1 ACT Web Hosting .................................................................................................................. 9




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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 ........................................................................................................................... 102.8.1 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................................................................................................................................. 144. 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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5.4 Prioritization................................................................................................................................ 15

6. Hours of Coverage, Response Time & Escalation ............................................................................... 16

6.1 Incidents ...................................................................................................................................... 16

6.1.1 Hours of Coverage ............................................................................................................... 166.1.2 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

with additional content

1.1

Brett Pollak 1/30/2009 Incorporating feedback from Sydney Donahoe

and BECS

1.2

Brett Pollak 3/2/2009 Incorporating feedback from Flordelis Dimaano 1.3

Brett Pollak 3/9/2009 Incorporating content from Frank Whittemore

and feedback from Emily Deere

1.4

Bret Pollak 3/23/2009 Incorporating feedback from Sheryl Gerbracht,

Parrish Nnambi, and Charlotte Klock

1.6




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Brett Pollak 6/26/2009 Additional feedback from Sydney Donahoe and

Emily Deere

1.7

Brett Pollak 10/6/2009 Minor edits from Emily Deere, Jim Adams, and

Sydney Donahoe

1.8

1. General OverviewThis 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:

• 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 onboard 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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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 Diegobranding, 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

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. It

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 amutually 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

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




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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.

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 TemplatesThe 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.




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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 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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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 willbe 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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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 bedetrimental 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.




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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 masterslave 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 robotand 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.




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2.9.1 ACT Hosted Web site




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2.9.2 Externally Hosted Web site




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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.

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/




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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.

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.

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)




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• 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 [email protected].

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 PhoneFor 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 SteeringCommittee (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

issues related to CMS

Send email to [email protected].

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 ChangesWith 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.




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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 UpgradesBeginning 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 beforeany 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. PricingAs of the Effective Date of this agreement, the service provider does not charge for any services

provided to the client.




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9. Reporting, Reviewing, and AuditingThis 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.

ucsd campus cms sla 2009

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