Service Level Agreement & Terms of Service

Service Name

Drupal Cloud

Service Owner

Garry Zacheiss, Enabling Services, Platform Services Integration

Service Operator (Team)

Implementation team, Enabling Services, Platform Services Integration

Customer Representative (Team)

Community Partnerships, DLCs

Description

 

Overview:

Website Content Management System (CMS) for Departments, Labs, Centers, and other members of the MIT community.  Provides more feature-rich capabilities than are currently available in web lockers.

Audience:

Students, Faculty, Staff for information-based non-mission-critical web sites/applications.

Cost to Customer:

No Charge

Service Request Process:

MIT Account Holders can register  here.

The request is then validated and the site is created within five (5) business days

Help Documentation:

Internal to DrupalCloud. Please click here.

Service Hours of Operation

24 x 7 x 365 excluding planned maintenance and emergency updates

Support Hours of Operation

M-F 9a-5p excluding Institute holidays (http://hrweb.mit.edu/holidays.html)

Service Level Targets

 

Availability Targets:

24 x 7 x 365 excluding scheduled maintenance

Scheduled Maintenance:

Last Thursday of each month scheduled downtime 5-6p EST for standard Drupal upgrades and plugin patches.

System Response Times:

 

Responsibilities of Service Provider
  • Service up-time
  • Notification for planned and emergency service updates
  • Security patches to Drupal
  • Drupal minor version updates
  • Security patches to plug-ins
  • Maintenance updates for plug-ins
  • Compatibility with underpinning services
  • Changes to theme for browser compatibility (Major browsers and versions)
  • Use documentation
  • Nightly site backups
  • Changes to the service level agreement
  • Q/A test of core Drupal Cloud functionality

Duties of the Customer
  • Content
  • Providing additional access to authors
  • Site rendering & performance testing post-update
  • Customer will not use the service for business-critical/timely functions
  • Adherence to this SLA, IS&T IT Policies, and applicable MIT Policies: http://ist.mit.edu/about/it-policies

Rules Regarding Transfer

A customer may transfer the ownership of a site at any time to another Student, Faculty, or Staff member.

Rules Regarding Termination

 

Upon customer notification:

IS&T Systems Engineering Web Development Team will archive the site and database to a file that may be picked up by the customer within 5 business days of the request.

Upon leaving the Institute:

Drupal Cloud sites that are owned by users whose status changes from valid users will be deactivated on a periodic basis.

Resource limitations:

Should a site require resources that adversely affect other sites on the service IS&T, at its own discretion, may require a customer move from the service to a more robust and supported environment better suited for the site’s needs

Violation of TOS:

IS&T reserves the right to remove any site or site’s content that does not comply with established MIT IT Policies.

Support Contacts

 

Support Response Time

 

Service Dependencies & Configuration Items (CIs)

Drupal

Drupal Modules: Roadmap Page

Authentication Service: Touchstone

Virtual Server Service:

Accounts

Service Reporting

 

Complaint/Problem Escalation:

 

Customer Satisfaction Reviews:

 

Service Metric Reviews: