UC San Diego Campus CMS SLA 2013

Campus Content Management System Service Level Agreement (SLA)

Table of Contents
1. General Overview ................................................................................................................................. 3 1.1 2. Service Owners ............................................................................................................................. 3

Service Description ............................................................................................................................... 4 2.1 Service Scope ................................................................................................................................ 4 Hannon Hill Cascade Server CMS .......................................................................................... 4 Google Search Appliance (GSA) ............................................................................................ 4 Google Analytics.................................................................................................................... 4

2.1.1 2.1.2 2.1.3 2.2

CMS Features ................................................................................................................................ 4 Create Web site..................................................................................................................... 4 Create, Edit & Publish Web Page .......................................................................................... 5 Metadata............................................................................................................................... 5 Versioning ............................................................................................................................. 5 Document & Image Hosting .................................................................................................. 5 Friendly URLs......................................................................................................................... 5 Content Templates ................................................................................................................ 5

2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7 2.3

Limitations..................................................................................................................................... 6 Hosting video files ................................................................................................................. 6 Online forms & Web Applications......................................................................................... 6 Custom JavaScript or Embedded Dynamic Code .................................................................. 6 Wiki and Blog features .......................................................................................................... 6

2.3.1 2.3.2 2.3.3 2.3.4 2.4 2.5

Search............................................................................................................................................ 7 Web Hosting.................................................................................................................................. 7 ACT Web Hosting .................................................................................................................. 7 Client Web Hosting ............................................................................................................... 7

2.5.1 2.5.2 2.6 2.7

Security, Access Levels & Roles ..................................................................................................... 7 Analytics & Web Traffic Reporting ................................................................................................ 7 Page | 1

UC San Diego Campus CMS SLA 2013

2.8 Content Backup ............................................................................................................................. 7 CMS Database ....................................................................................................................... 7 ACT Web Servers ................................................................................................................... 8 2.8.1 2.8.2 2.9

System Architecture ...................................................................................................................... 8 ACT Hosted Web site ............................................................................................................ 8 Externally Hosted Web site ................................................................................................... 9

2.9.1 2.9.2 3.

Campus Web Office Responsibilities .................................................................................................. 10 3.1 3.2 3.3 3.4 3.5 On boarding ................................................................................................................................ 10 Content Migration....................................................................................................................... 10 Training ....................................................................................................................................... 10 Testing/QA .................................................................................................................................. 10 Deployment................................................................................................................................. 10

4.

Customer Responsibilities ................................................................................................................... 10 4.1 4.2 4.3 4.4 Content Guidelines ..................................................................................................................... 10 Designated Point of Contact ....................................................................................................... 10 Verifying Web site ....................................................................................................................... 11 End User Prerequisites ................................................................................................................ 11 SSO Account for Authentication ......................................................................................... 11 Supported Browsers & Operating Systems ......................................................................... 11 VPN Access .......................................................................................................................... 11

4.4.1 4.4.2 4.4.3 5.

Requesting Service .............................................................................................................................. 11 5.1 Existing Clients ............................................................................................................................ 11 Emergency Requests ........................................................................................................... 11

5.1.1 5.2 5.3 5.4 5.5 6.

New Clients ................................................................................................................................. 11 Hours of Coverage....................................................................................................................... 12 Response ..................................................................................................................................... 12 Disaster Recovery........................................................................................................................ 12

Maintenance or Service Changes ........................................................................................................ 12 6.1 Enhancements............................................................................................................................. 12 Enhancement Requests ...................................................................................................... 12 Enhancement Implementation ........................................................................................... 12 Page | 2

6.1.1 6.1.2

UC San Diego Campus CMS SLA 2013

6.2 6.3 6.4 7. 8. 9. Upgrades ..................................................................................................................................... 12 CMS Restarts ............................................................................................................................... 13 Assumptions ................................................................................................................................ 13

Pricing.................................................................................................................................................. 13 Reporting, Reviewing, and Auditing.................................................................................................... 13 Associated Policies, Processes and Procedures .................................................................................. 14 9.1 9.2 Domain Names ............................................................................................................................ 14 URL Guidelines ............................................................................................................................ 14 Alternate SLAs ................................................................................................................................ 14

10.

1. General Overview
This is a Service Level Agreement (SLA) between the Service Provider: Campus Web Office (CWO)

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 as needed.

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 Director, Campus Web Office Role Director 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. Campus Web Technologies Manager Responsible for technical and administration of the CMS, including content templates, transports, content types, roles UNIX Systems Manager Responsible for the infrastructure that supports the CMS and GSA Page | 3

Campus Web Technologies Manager UNIX Systems Manager

UC San Diego Campus CMS SLA 2013

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 service is for qualifying academic and administrative departments that meet the guidelines for service outlined here: http://cwo.ucsd.edu/cms/ The CMS contains templates that reflect current UC San Diego branding and are accessibility (ADA) conformant. It provides 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. 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 Campus Web Office will work with the client to develop a recommended site architecture and navigation structure based on clients 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. Page | 4

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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. 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 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 Colleges About Us section). 2.2.7 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 documented on the CWO website at http://cwo.ucsd.edu/cms/templates.html 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. 2.2.7.1 Accessibility The CMS template are built and tested to be conformant to Web Content Accessibility Guidelines. For more information about WCAG, see http://www.w3.org/TR/WCAG/ 2.2.7.2 Overriding Design Elements The CMS templates work hand and hand with HTML and CSS web technologies to power the layout of the web pages produced by the CMS. Each website has the option of overriding or augmenting certain elements of the campus CSS through a site-specific CSS file. This includes overriding colors or basic shading for call-out boxes, etc. The CWO will do this on the clients behalf.
1

This many not be the case if the clients content is part of Blink or TritonLink.

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If the client desires to have direct access to the site-specific CSS file, the CWO is no longer responsible for fixing broken elements that may occur as a result of overriding CSS elements. If the client can no longer support the site-specific CSS, the CWO will revert the site back to using the standard CSS only. 2.2.7.3 Access to Create or Modify Templates The CWO is responsible for the integrity of the CMS templates. The templates are designed and built in a way to share common elements and structures. This allows the CWO to deploy enhancements and fixes in one location that will benefit all CMS clients. Under our general service level, The CWO does not provide clients the ability to modify or create new templates to ensure stability across the system.

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 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 CMS 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 CMS can, however, produce a decorator that contains the header and footer elements of the website. CMS clients with advanced technical skills can leverage the decorator to provide integration of their web applications to the CMS powered website. 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/training/advanced/ . 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 cwo@ucsd.edu. If the client embeds dynamic code that is deemed to be detrimental to the health of the CMS or poses a security risk, 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. Page | 6

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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 clients datacenter will take place to ensure it meets the requirements to host the web site.

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. CMS clients can delineate two groups of users: those that have the ability to publish to the staging environment only and those that can publish to both staging and delivery. No further granularity can be supported at this time.

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.

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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. 2.9.1 ACT Hosted Web site

Website Viewers

HH Users

Internet

Production Cluster
Load Balancer

HH Users

HH Users

Web Server

Web Server

Staging Transport Production Transport

Application Server

Application Server

Master Database

Slave Database

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2.9.2 Externally Hosted Web site

Website Viewers

HH Users

Internet

Externally Hosted Website

Production Cluster
Load Balancer

Staging Transport Production Transport

HH Users

HH Users

Application Server

Application Server

Master Database

Slave Database

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UC San Diego Campus CMS SLA 2013

3. Campus Web Office Responsibilities

3.1 On boarding
The Campus Web Office will work with new clients to migrate their content into the CMS. The CWO will work with the client to perform a content analysis, if a web site already exists, and recommend a site structure and hierarchy. The milestones for website migration will be documented in a Statement of Work (SoW). More information about the on boarding process can be found at http://cwo.ucsd.edu/cms/services.html

3.2 Content Migration

The Campus Web Office is responsible for migrating the clients content into the CMS. This is to ensure a clean, accessible website is deployed.

3.3 Training
Prior to the website launch, the CWO will train the client on how to update their website in the CMS. In person and hands on training will be conducted. Training documentation can be accessed online at http://cwo.ucsd.edu/training/.

3.4 Testing/QA
The CWO will perform testing of the client web site in supported browsers and mobile devices.

3.5 Deployment
The service provider will assist in all aspects of the client web sites initial deployment including coordinating DNS changes with Hostmaster and redirects that need to change as a result of ACT hosting the website.

4. Customer Responsibilities
4.1 Content Guidelines
The client website 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

When the Statement of Work (SoW) is created, 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 clients side. Page | 10

UC San Diego Campus CMS SLA 2013

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. The CWO is available to help answer specific questions and provide support.

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/technology/security/SSO/business.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. Chrome Internet Explorer 8 and above (PC) Firefox 3 and above (Macintosh & PC) Safari 3 and above (Macintosh & PC) 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/technology/network/connections/off-campus/VPN/

5. Requesting Service
5.1 Existing Clients
The best way to contact the CWO is through email cwo@ucsd.edu. This will log a ticket in our tracking system which can be triaged to someone to help. Our turnaround time for contacting the client is generally one business day. 5.1.1 Emergency Requests If your request is an emergency, please contact the ACT Help Desk at 858-534-1853. More information about how to contact the CWO is here http://cwo.ucsd.edu/contact/

5.2 New Clients

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). Typically the CWO is migrating anywhere from 4-10 websites at a given time.

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5.3 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.

5.4 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 volume.

5.5 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 websites delivered via the UCOP servers. This is for websites that are hosted in the ACT datacenter.

6. Maintenance or Service Changes

With any software system, regular maintenance is necessary. Advanced notice to clients about regular maintenance is important to the CWO to ensure continuity of service.

6.1 Enhancements
The campus CMS is an out of the box solution. This means the underlying software code cannot be manipulated to change the systems 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. 6.1.1 Enhancement Requests Enhancement requests can be sent to cwo@ucsd.edu. 6.1.2 Enhancement Implementation Enhancements are logged and prioritized by the Campus Web Office. 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.

6.2 Upgrades
CMS upgrades will be generally performed to keep in line with each major release of the CMS. Typically, we will wait until several patch releases are available before upgrading to a new version. The CWO will Page | 12

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coordinate the upgrade installation through each environment, test to ensure the upgrade didnt break any current configurations. The service provider will fix any broken configurations due to the upgrade. The CWO 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.

6.3 CMS Restarts

CMS restarts occur on a weekly basis on Sundays at 5:00 AM. A cron job runs to reboot the servers. This is to keep things fresh in the system so response time is maximized for clients. The CMS is down for approximately 5-10 minutes when the servers are rebooted.

6.4 Assumptions
Major CMS software upgrades will be treated as projects that will be managed by the CWO. Changes to services will be communicated and documented to all stakeholders via the Campus Web Office Listserve and Campus Web Office web site http://cwo.ucsd.edu/ Service will be provided in adherence to any related policies, processes, and procedures

7. Pricing
As of the Effective Date of this agreement, the CWO does not charge for any services provided to the client. The CMS service is structured in a way to maximize efficiency to internally fund this service by ACT and still provide the most benefit possible to the clients.

8. 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: Annually Previous Review Date: January, 2013 Next Review Date: January, 2014 This Agreement will be posted to the following location and will be made accessible to all stakeholders: Document Location: http://cwo.ucsd.edu/

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9. Associated Policies, Processes and Procedures
9.1 Domain Names
The CWO 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.

9.2 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/) .

10. Alternate SLAs

This SLA outlines support services by the Campus Web Office to UC San Diego clients. Given limited staff, resources, and budget the CWO services contain parameters such that we can provide support to all CMS clients. We understand certain units on campus may have resources to augment or supplement the services provided by the CWO. In some cases it is possible to negotiate terms outside our standard SLA. In these cases clients will be giving up the right to have the CWO support them. Please contact the CWO for more details.

Bret Pollak Brett Pollak, Director Campus Web Office

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