MyBeach Employee Intranet - Service Level Agreement

Background

The CSULB Intranet is intended for use by staff and faculty as a source and location for sharing information, to the exclusion of access by non-employees. It will serve as a hub for internal resources.

The Intranet will be used to maintain and store information such as forms, internal guidelines, processes, and procedures. It can also be used to advertise events and activities relevant to employees.

General Overview

This is a Service Level Agreement (SLA) between the Division of Information Technology (DoIT) and participating College and Department Intranet Site Owners to document:

Services associated with allowing Intranet Site Owners to use the SharePoint-based site to maintain internal employee web content for college or department specific sites
The process of requesting services and onboarding a new site
Responsibilities of the service providers and Site Owners, also know here as the Customer

Duration of the Agreement

This is a Service Level Agreement (SLA) that will be reviewed and approved on an annual basis based on Fiscal Year (FY). Alterations may occur throughout the duration of this agreement with approval from both parties.

Parties

Division of Information Technology (DoIT): Service Provider
University Department/Functional Group site owner: Customer

Contact Information

During the onboarding process, Customers will be in regular contact with DoIT staff and be provided with contact information. After site is live, see Service Management section below for contact information.

Service Description

This service offering is only for University intranet sites which meet these guidelines for service and Customers that want to use the established SharePoint templates to manage their website content.

MyBeach Intranet SharePoint Sites (https://csulb.sharepoint.com/)

DoIT is the primary service provider responsible for overseeing the service offering and providing processes and governance for the sites that will be maintained. DoIT will help to execute creation of sites and provide technical and administrative support of the sites, including content templates, content types, and access controls. Identity standards will also be provided by DoIT, which will continually monitor sites. Technical training and troubleshooting will be conducted by DoIT.

Service Scope

The MyBeach Intranet offers departments or functional groups a way to manage and update content with support from DoIT using templates that are consistent with university branding and meet accessibility (ADA) compliance standards set forth by the Chief Information Officer. DoIT will work with departments/functional groups to develop a recommended site architecture and navigation structure based on the customer’s goals and objectives. In most cases, the customer will develop the site content.

Features

Content Templates

Pre-established site and page templates are provided to allow the display of content in a variety of layouts that are consistent with the service. As the service offering matures, DoIT may offer more templates and webparts. Customers will be notified of new templates and webparts, their features, and how to implement them.

Create, Edit and Publish Site Pages

Customers have the ability to freely edit their site pages after the initial site deployment. Customers can edit and save changes as a draft for review before publishing live.

Background colors, fonts and appropriate use of webparts are built into exiting templates.

Versioning

MyBeach supports versioning of site pages so customers can retrieve previous versions of a page and republish older versions if needed.

Accessibility

Templates are built and tested to be accessibility (ADA) compliant. However, customers are responsible for reviewing new and revised content to ensure that these also adhere to accessibility standards. Please refer to Campus Accessibility Best Practices.

Overriding Design

If the Customer creates or modifies their site pages, DoIT is not responsible for fixing broken elements that may occur as a result of overriding template elements. If the Customer cannot support their changes on their pages, DoIT will revert the site back to using the standard templates and features only.

Creating or Modifying Templates

DoIT is responsible for the integrity of the MyBeach templates. The templates are designed and built in a way to share common elements and structures to maintain unity and cohesion throughout the entire site. This also allows DoIT to deploy enhancements, fixes and emergency notifications in one location that will benefit all users. To ensure stability across the system, DoIT does not provide customers with the ability to modify or create new templates.

Limitations

Hosting Video Files

Customers have the ability to embed videos within their site pages. MyBeach can support the hosting of multimedia, Flash, or video files up to 1 terabyte. If more storage is necessary, a request may be required to consider increasing default storage size limits. Alternatively, customers may also use YouTube or Vimeo and embed videos onto their pages.

Forms and Web Applications

The primary function of MyBeach intranet is to manage internal employee content. DoIT discourages Customers from using the platform to develop web applications.

MyBeach can be used to create customizable electronic forms primarily to be utilized as a contact form, provided they do not collect Personally Identifiable Information (PII). Surveys should be created using Qualtrics.

Security, Access Levels and Roles

MyBeach utilizes University Single Sign-On authentication services and is an available chiclet in SSO for all employees. Access to site content is managed by Site Owners.

There can be three groups of users:

Owners (administrator/full control): have the ability to create and edit pages and webparts of a site and save them as drafts and publish live; also can add and remove access of site Members and Visitors.
Members (contributor/edit): have the ability to edit existing pages and webparts and save them as drafts and publish live.
Visitors (reader): view-only access can be granted by Owners to view a site's top-level content and sub-sites. Visitors/readers can only see content they are permitted to see by site Owners

Roles & Responsibilities

DoIT Responsibilities

Onboarding

DoIT will work with new customers to create a site with desired site templates. This includes performing a content analysis to recommend site structure and hierarchy.

Content

DoIT does not furnish any content for site owners. Customer is responsible for creating or migrating any pre-existing content into their designated MyBeach site. DoIT will:

Provide site templates
Train designated staff and designees on how to update the site
Validate that the site meets Customer vision and goals
Align the Customer’s site with current University branding
Review and report site accessibility issues

Training

During the onboarding engagement, DoIT will provide training to Customers on how to use the MyBeach site features. Customers can then train their own new departmental staff, or if necessary, refer them to DoIT for training.

Deployment

DoIT will assist in all aspects of the Customer’s MyBeach site initial deployment, including redirects that need to change if they are under the access control of DoIT.

Maintenance

DoIT will continually monitor MyBeach sites after deployment to ensure identity standards and editorial style guidelines are met. DoIT reserves the right to notify the office of the Chief Information Officer of pages that consistently fail to adhere to university standards and guidelines. Consequences of failing to adhere to university standards and guidelines outlined for the MyBeach intranet can include taking pages offline until they are fixed or having pages edited by DoIT.

Site Owner Responsibilities

The customer is responsible for identifying an individual or individuals who will serve as site Owner(s)/administrator(s) and content creator(s). All Customers must attend training sessions on how to utilize the MyBeach intranet.

Content Guidelines

The Customer site must be in line with the mission and vision of the University. Customers are responsible for using appropriate, professional language and images throughout the site. If at any time the Customer deviates from these guidelines, DoIT has the right to remove content in non-compliance.

Designated Point of Contact

One designated point of contact shall be assigned to work with DoIT. This point of contact will coordinate all onboarding activities for their site.

Process and Deliverables

To initiate the project, the Customer is responsible for determining the scope of the site content, set priorities and define roles/team. DoIT will set up an initial meeting with the Customer to discuss the project and receive this Service Level Agreement. Customer must initiate an in-house audit of their existing web pages (identify old content/pages and unnecessary or missing information) and establish a scope of content to be created and/or migrated to their MyBeach site.

Approval

Customers are responsible for reviewing and approving their MyBeach site prior to initial launch. It is up to the Customer thereafter to keep their site current and in adherence to identity and style guidelines set forth by DoIT. DoIT is available to help answer specific questions and provide support.

Service Management

The following section provides relevant details on service availability, monitoring of in-scope services and related components.

Prioritization of New Customers

New Customers will be prioritized in the most efficient manner possible. Prioritization depends on staffing, scope of projects and University priorities.

Existing Customers

Requests will be entered into a queue to be answered by a team member. See below response times and resolutions for issues with the MyBeach intranet. Turnaround time for contacting the Customer can take 3-5 business days depending on the workload or day of the week the request was made.

DoIT Contact Info

During Normal Business Hours (8:00 a.m. to 5:00 p.m.)

In order of escalation:

Off-Business Hours (5:00 p.m. to 8:00 a.m., all day Saturday and Sunday, and Holidays)

In order of escalation:

Email DoIT-ServiceManagement@csulb.edu

Response and Resolution Times

The following guidelines will be used for determining the severity of an issue by descriptions given by the Customer when submitting a request or report:

Severity Level Descriptions

Critical – Proven failure of the MyBeach site. The site or page, or a key part of it, is unusable, resulting in a critical impact on the operation. No workaround is available.
Serious – The site or page will operate but its operation is severely restricted. No workaround is available.
Moderate – The site or page will operate with limitations that are not critical to the overall operation. For example, a workaround forces a user to use a time consuming procedure to operate the system or removes a non-essential feature.
Low – The site or page can be used with only slight inconvenience.

Response Time/Resolution Time

Critical

Response: 30 minutes
Resolution: 4-6 hours – DoIT will remedy critical issues as soon as possible.

Serious

Response: 1 – 2 hours
Resolution: 1 business day – DoIT will remedy serious issues within 24 hours.

Moderate

Response: 24 hours
Resolution: 2 business days or next release – Remedy or response implemented within 2 business days or routed into our next release with communication to users.

Low

Response: 24 hours
Resolution: Added to list of issues to be addressed for further research and remediation.

Maintenance or Service Changes

With any software system, regular maintenance is necessary. Advanced notice about regular maintenance will be provided to Customers via email at least 48 hours before scheduled maintenance when it is expected to be service-impacting.

Software Updates and Upgrades

SharePoint upgrades will periodically occur with major releases. Each upgrade will be preceded with testing for service continuity followed by post-upgrade tests to check if there were any broken configurations due to the upgrade and any necessary fixes.

SharePoint Server Updates will involve a server reboot. The MyBeach intranet will be down for a short period of time when this occurs. The updates will generally occur between the hours of 5 and 8 am. and will avoid peak site usage periods such as the beginning of the semester, midterms and finals weeks.

Change Management email alerts will be sent to all Customers prior to these activities

Alternate Service Level Agreements

This SLA outlines support services by DoIT to California State University, Long Beach Customers. Given limited staff, resources and budget, DoIT services are restricted to the parameters specified above.

We acknowledge that certain units on campus may have resources to augment or supplement the services outlined in this agreement. In these cases, Customers may be giving up the right to have DoIT support them. Please contact DoIT for more details at DoIT-ServiceManagement@csulb.edu.

0 reviews

Print Article

Updating...