Engineering Web Apps (Software) SLA

version 1.0 07.2024

Overview

This service level agreement defines software developed by ETS and delivered as a service on behalf of our Partners during the Service Term. Services or features not covered by this agreement fall outside the scope of service. Any modifications to this standard agreement are made through a separate Memorandum of Understanding (MOU).

Definitions

• ETS: Engineering Technical Services, or service provider
• Partner: Department, school, or business unit receiving services
• Software: Executable computer application provided as a service
• Hardware: Physical (or virtual) machine on which Software executes
• Developer: Designee within ETS with stewardship over maintenance of Software
• Service Term: One fiscal year, spanning July 1 to June 30
• MOU: Memorandum of Understanding; a separate document that defines unique circumstances not covered in this SLA

Amendment Process

Amendments to this agreement require a separate MOU, with director approval from ETS and Partner.

Renewal and Termination

Any changes to the terms or conditions requires a renewed agreement from Partner. Agreement is renewed annually. In the absence of changes to the agreement, annual renewal occurs automatically.

Either party may terminate this agreement by providing written notification to the other party ninety (90) days in advance of termination.

ETS Provides

Setup

Configuration and Training

• Integrate Partner’s organization into the Software such that functional use may begin
• Configure one or more individuals from Partner’s organization as system administrators
• Provide one-time demonstration session, including:
  • Standard user training
  • System administration training

Maintenance

Ongoing

• Tune Software performance for efficiency
• Incorporate current UI and UX standards and experience
• Ensure network connectivity of Software and hardware
• Perform regular cleaning of file system and database
• Monitor for outages or other technical issues that impede functionality
• Ensure Software adheres to security standards and policies
• Deliver Software with 99.9% uptime

Communication

• Respond to service, support, and upgrade requests (response times listed below)
• Notify Partner of any planned or unplanned outages extending beyond 1 hour
• Escalate to appropriate personnel or 3^rd parties when issues go beyond ETS capability
• Follow-up with Partner, vendors, or other personnel to resolve issues
• Consult with Partner on proposed enhancements in conjunction with other users’ needs

Infrastructure

• Host Software in an environment that meets ASU standards for security and stability
• Perform daily backups of Software and Partner data
• Maintain Hardware and network connections, including all associated expenses
• Maintain server operating system, underlying software applications, and related expenses
• Follow ETS change control procedures for any server or Software updates

Partner Expectations

• Discuss implementation plans with ETS prior to initialization
• Report incidents, requests, and service disruptions directly to ETS through ServiceNow
• Adhere to ASU Computer, Internet, and Electronic Communications Information Management Policy
• Respond to ETS in a timely manner after initializing a service-related incident or request
• Perform Routine configuration and administrative tasks as system administrator
• Access Software through a modern web browser
• Identify points of contact for general inquiry or emergency notifications
• Identify persons authorized for administrative access and system management duties
• Notify ETS with changes in contact information as personnel changes occur
• Provide performance and process feedback in a timely manner
• Document special requirements or service level amendments through a separate MOU
• Remit payment for Software (when applicable)
• Notify ETS with intentions to discontinue the use of Software

Financial Responsibilities

• $1,400 for first year
• $700 for each subsequent year
• Paid in full, annually
• ETS will invoice Partner

Risk Management

ETS reserves the right to remove users or whole organizations that are out-of-compliance or pose an otherwise unnecessary risk to the safety, stability, or cybersecurity requirements of ETS, FSE, or ASU.

Contact ETS

Reports: Create a ticket in ServiceNow (Application: “Web Applications”, Web Application Request: please indicate the specific title of the Software)

Inquiries: Developer, Jeff Carpenter

Business Hours: Weekdays 8AM to 5PM, except during ASU holidays and academic break periods

After Hours Support: ServiceNow ticket or call ASU Help Center at 480-965-6500 for best effort support

Response Times