Service Level Agreement

2.1 Description

The minimum level of Service is Basic Service, which includes free web hosting on the Drupal 10 platform; a columbia.edu domain name; access for multiple users to manage content; access to Google Analytics; a dedicated calendar that integrates with the University Events Calendar; course listings; pre-approved, custom-designed branding options; and free workshops and trainings. 

Features include but are not limited to:

• fully responsive, mobile-friendly website that adheres to accessibility and Columbia University web design (visualidentity.columbia.edu) and development guidelines
• third- or fourth-level columbia.edu domain name
• secure, user-friendly web interface for managing content
• access to manage content for multiple users
• website search
• optional Columbia University ID (UNI) authentication for accessing content
• University-approved branding

2.2 Eligibility

The Sites platform is made available to research, academic, and administrative units of Columbia University, as well as recognized Columbia student groups.

CUIMC Eligibility
Those affiliated with Columbia University Irving Medical Center need approval from the Office of Communications at Columbia University Irving Medical Center to build websites on the Sites platform.

Student Group Eligibility
With the approval of the Office of University Life and a faculty or administrative sponsor who will serve as the official Client representative and assume responsibility for website content and for maintaining user access to the website, student groups may have access to the Sites platform.

Not Eligible
Websites that contain the following are not eligible to use the Sites platform:

• high-risk data, including data subject to HIPAA, FERPA, or other regulatory laws
• third-party embeds containing content hosted outside CUIT
• personal information for faculty, students, or staff

2.3 Maintenance

Maintenance will be performed periodically. This includes but is not limited to:

• security upgrades
• feature and performance enhancements
• new features
• bug fixes
• accessibility improvements

Interruptions to Service will be minimized during maintenance periods. During the maintenance period, to prevent errors, Client should refrain from making site changes.

Maintenance Windows

The standard maintenance window for Service is between 7:00 p.m. and 10:00 p.m. EST and will occur on a regular basis. In some circumstances, emergency maintenance windows will be required.

Maintenance Notifications and Announcements

Sites maintains the right to perform updates outside of the standard maintenance window in cases of emergency or urgent bug fixes. Sites will announce emergency maintenance windows to Client via email and include the approximate time and duration of said work.

Sites will communicate with Client primarily via email using the main contact information provided to us by Client.

• Client must provide Sites with at least one valid Columbia email.
• Client must notify Sites promptly of any change to that email address.

2.4 Service Continuity

Should Service be interrupted, CUIT will investigate and formulate a plan to recover the Service. Client will be notified via email.

2.5 Service Offerings

Sites Basic Service is free for research, laboratory, administrative, and academic units. Assistance with content strategy, content migration, user experience, accessibility, and content development is available for an additional cost. See Appendix A for more info.

2.6 University Events Calendar Integration

The Sites platform integrates with the University Events Calendar, which runs on the Bedework platform. Client is responsible for engaging with administrators of the University Events Calendar ([email protected]) for training and setup of Client calendar. Client should review the Columbia Sites User Guide for instructions on how to import a public-facing calendar. The Sites platform synchronizes every 24 hours with the University Events Calendar to pull in the latest updates and new events. Additionally, Client can manually initiate synchronization. Events information imported into a Sites website is read-only and cannot be altered, except through the Bedework administrative interface.

2.7 Course Information Integration

Sites integrates with CourseWorks and Student Information Systems (SIS) to create a composite set of information on courses. This information can be imported into Sites. Course information is read-only and cannot be altered, though the feed can be manually refreshed to update changes made in the original source system (i.e., SIS).

2.8 Security

Sites will conform to the security and data classifications policies outlined by CUIT. Sites will be updated regularly to maintain code security (also see section 2.3 Maintenance). When security problems are identified, CUIT will apply updates to fix the problem.

3.1 Hosting

The Sites platform is hosted in the CUIT data center free of charge. See the CUIT Hosting Service Level Agreement for details.

3.2 Choosing a Service Package

Sites offers four Service levels, each designed to address Client needs based on the size of Client’s existing site and Client’s available resources for content layout and migration:

• Basic (Free): This level is ideal for smaller sites or for teams with content development and site-building experience as well as the resources to build a site on their own. The Basic model provides a blank site template, system patches, and security updates.
   
• Extended ($3,000, fewer than 20 pages): The Extended package builds upon the Basic package and adds 10 hours of content management and site-building support. This plan is ideal for teams that have smaller websites but lack the resources needed to migrate content from their existing site to Sites.
   
• Premium ($6,000, 20-50 pages): This package includes most offerings from the Extended level and is designed for teams with larger sites. It is ideal for those with the resources needed to migrate content from an existing site to the Columbia Sites platform, but need assistance with organizing and planning content migration.
   
• Ultimate (Custom quote): The Ultimate package includes all Sites Service offerings and is ideal for teams with larger sites or significant user research, content analysis, analytics, or content migration needs.

3.3 Provisioning a New Website

All requests for a website must be approved by Sites. Client requests will be reviewed and further discussion may be needed to determine if Client needs can be met by Sites. If the request is approved, Sites will provide Client with the following:

• a Sites SLA
• an overview of Service packages
• an explanation of the Sites production process
• a recommendation for a specific Service package
• access to a staging website subject to Client meeting training requirement (see section 3.5 Workshops and Trainings)

3.4 Columbia Sites Onboarding

Once Client and Sites have agreed on a Service package, Sites will request a meeting with Client to plan the following, one or more of which will be applicable depending on the chosen Service level:

• content audit and website analytics
• workshops and training
• production schedule
• user interviews and testing
• domain name (URL)
• content creation and development
• information architecture
• content migration
• website launch process

3.5 Workshops and Trainings

Sites provides regular workshops and trainings; Client can attend all workshops and trainings provided space in each training is available. Topics covered in workshops include content strategy, search engine optimization, information architecture, Google Analytics, accessibility, and how to use the Sites platform.

Sites requires that Client attend the How to Use Columbia Sites training to be eligible to access a staging site. A provisioned site will not be made accessible to Client until the requested training has been completed. Sites will consider exceptions at its discretion and only if Client has completed training for another website on the Sites platform. Additional trainings are optional, and custom training for your team can be arranged.

See Appendix B for a complete list of trainings and workshops.

3.6 Access to the New Website

Upon completion of training, Client will receive instructions on accessing their staging website. Also note that:

• CUIT will be the sole possessor of root or administrator credentials to Sites.
• Using UNI(s) and password(s), Client will be given Content Manager access, which allows sufficient privileges to create, edit, publish, unpublish, and perform periodic updates to the website.

3.7 Pre-launch Procedure

Once Client has approved the content and layout, Client should inform Sites that the website is ready for pre-launch review by Sites. Sites must receive a request for pre-launch review no later than two weeks prior to the proposed launch date. A content freeze will be in effect 24 hours before launch.

Sites reserves the right to inspect Client’s new website to perform a quality control audit and platform testing to determine if the website is ready for launch. Sites will also spot check the following aesthetic and technical characteristics of the website to determine whether its launch should proceed:

• aesthetics of layout
• branding approved by Public Affairs
• image quality
• language, tone of voice, and overall writing quality
• accessibility of content, with particular attention to descriptiveness of alt text
• appropriateness of content
• quality of video, transcripts, and captioning
• efficiency of information architecture

Sites Responsibilities

• review information architecture, structure, layout, branding, and content
• platform testing
• confirm domain name
• act as liaison with other CUIT teams to facilitate launch

Client Responsibilities

• request domain name from Hostmaster
• notify Sites website is ready to launch two weeks before proposed launch date

3.8 Website Launch

Once Sites has completed its pre-launch review and cleared the website for launch, and a URL has been approved by Hostmaster, the website will be scheduled to launch into production. Sites should receive a request for launch no later than two weeks prior to the proposed launch date. A content freeze will be in effect 24 hours before launch.

On the agreed upon launch date and time, Sites will run all necessary scripts, configure Google Analytics, and make any necessary domain name switches. Sites will notify Client when the website is live and confirm that it is working as expected.

3.9 Post Launch

Once the new website has been deployed, all content should be updated on the new domain. The staging site will be decommissioned.

4.1 Service Support

Live technical support is available Monday through Friday, 9:00 am to 5:00 pm EST, excluding holidays and University closures. Outside of normal support hours, Sites will work to resolve issues on a best-effort basis.

Client can request support by contacting Sites using the following methods:

• email: [email protected]
• phone: 212-853-1437

4.2 Handling and Response Times

Sites will work to resolve known and reported Service problems and provide relevant progress reports to Client.

Handling

• Requests for support will be fulfilled based on Priority (Critical, High, Medium, Normal) as determined by CUIT’s estimation of urgency and level of impact (see below).
   
• Response is defined as a “good faith” effort to communicate with Client using contact information provided by Client. Response may be via phone or voice mail, email, or personal visit. See Appendix C for more information.
   
• Response times for Service requests are measured once a request is submitted via the CUIT issue-tracking system, ServiceNow.. Other forms of contact—direct email, phone call, or other contact with individual support personnel—may negatively affect the ability of CUIT to meet the requests in a timely fashion.

Priorities

Requests for support will be prioritized based on the following criteria:

• Critical—issues that affect Service on all websites on the Sites platform and prevent them from functioning at a basic level
• High—issues that prevent Client from meeting a priority deadline that is within 14 days
• Medium—issues that prevent Client from meeting a deadline that is more than 30 days away
• Normal—issues that affect Client efficacy but are not urgent

Response Times

• Response times will be driven by the Priority assigned to the Service as defined in this SLA.

4.3 Escalation Requests and Procedures

1. In the event Service is unsatisfactory, Client should contact a Sites Service Owner identified in Appendix D to request escalation of an incident, problem, or request.
2. If needed, a joint meeting between Client and Sites will be convened to discuss and resolve issues to restore Service to satisfactory levels.
3. In the event additional escalation is determined to be necessary, Sites will contact its Senior Leadership Team (see Appendix D) for a resolution.
4. Sites may periodically request Client feedback.

5.1 Responsibilities
 

Sites Responsibilities

1. Sites, CUIT, and Public Affairs agree to act with good intentions.
2. In the event of planned changes that may have an impact on the performance of the Service, Sites will inform Client at least three business days prior to any change.
3. Sites shall provide the Service identified in the SLA and shall ensure Service is maintained at all times and to agreed-on, pre-­defined standards. Sites agrees to exercise professional care and diligence in the discharge of all Service and to comply in all respects with relevant standards.
4. Sites will act as owner, supplier, maintainer, and supporter of the herein identified and defined Service that has been requested or required by Client, except where Sites has employed third parties who will assume those responsibilities.
5. Sites will be responsible for day-­to-day management of the SLA and will liaise with Client to ensure that information flows freely between both parties.
6. Sites will follow established internal processes and procedures, and adhere to policies and standards.
7. Sites will not make changes to the Service provided to Client without prior notification.
8. Sites will inform Client in the event of any incident likely to affect the availability or performance of Service.

Client Responsibilities

1. Client agrees to act with good intentions.
2. Client is responsible for updating, maintaining, and assessing the accuracy of information posted on their website.
3. Client must obey University copyright policy and respect the copyright(s) of others.
4. Client must use branding (an identity or logo) that is in compliance with University Branding and Identity Guidelines as judged by Public Affairs.
5. Client must comply with all CUIT and University policies regarding the use of University network and computing resources. For a list of relevant CUIT policies, visit cuit.columbia.edu/cuit/it-policies.
6. Client will follow Columbia internal processes and procedures and adhere to policies and standards.

5.2 Service Exclusions

The Sites platform may not be used for:

• websites that might contain high-risk data, including data subject to HIPAA, FERPA, or other regulatory laws
• websites that require sophisticated forms, custom layouts, credit card payments, or other complex user interactions
• personal websites for faculty, students, or staff
   

The Sites platform may not be used by other research, academic, or administrative units that levy any fees or charges for its use or services related to its use.

Signature, name, and date are required.

Client Representative

__________________________________________

Client Representative (Print name)

__________________________________________

Client Representative Signature

__________________________________________

Date Signed

__________________________________________

Sites Representative

__________________________________________

Sites Representative (Print name)

______________________________________________________________________

Sites Representative Signature

_____________________________________________________________________

Date Signed

__________________________________________

In addition to the offerings above, Sites can connect you with photography, videography, digital asset management (DAM) services.

How to Use Columbia Sites is offered weekly; visit sites.columbia.edu/events to register. All other trainings are available upon request.