UC

San Diego Campus CMS SLA 2015

Campus Content Management System

Service Level Agreement (SLA)
Table of Contents
1.

GeneralOverview.................................................................................................................................3
1.1

2.

ServiceOwners.............................................................................................................................3

ServiceDescription...............................................................................................................................4
2.1

ServiceScope................................................................................................................................4

2.1.1

HannonHillCascadeServerCMS..........................................................................................4

2.1.2

GoogleSiteSearch(GSS).......................................................................................................4

2.1.3

GoogleAnalytics....................................................................................................................4

2.1.4

eforms...................................................................................................................................4

2.2

CMSFeatures................................................................................................................................4

2.2.1

CreateWebsite.....................................................................................................................4

2.2.2

Create,EditandPublishWebPages.....................................................................................5

2.2.3

Metadata...............................................................................................................................5

2.2.4

Versioning.............................................................................................................................5

2.2.5

DocumentandImageHosting..............................................................................................5

2.2.6

FriendlyURLs.........................................................................................................................5

2.2.7

ContentTemplates................................................................................................................5

2.3

Limitations.....................................................................................................................................6

2.3.1

Hostingvideofiles.................................................................................................................6

2.3.2

Onlineforms&WebApplications.........................................................................................6

2.3.3

CustomJavaScriptorEmbeddedDynamicCode..................................................................6

2.3.4

WikiandBlogfeatures..........................................................................................................7

2.4

Search............................................................................................................................................7

2.5

WebHosting..................................................................................................................................7

2.5.1

ACTWebHosting..................................................................................................................7

2.5.2

ClientWebHosting...............................................................................................................7

2.6

Security,AccessLevels&Roles.....................................................................................................7
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UC San Diego Campus CMS SLA 2015

2.7

AnalyticsandWebTrafficReporting............................................................................................7

2.8

ContentBackup.............................................................................................................................8

2.8.1
2.9
3.

4.

5.

SystemArchitecture......................................................................................................................8

CampusWebOfficeResponsibilities....................................................................................................9
3.1

OnBoarding..................................................................................................................................9

3.2

ContentMigration.........................................................................................................................9

3.3

Training.........................................................................................................................................9

3.4

Testing/QA....................................................................................................................................9

3.5

Deployment...................................................................................................................................9

CustomerResponsibilities.....................................................................................................................9
4.1

ContentGuidelines.......................................................................................................................9

4.2

DesignatedPointofContact.......................................................................................................10

4.3

VerifyingWebsite........................................................................................................................10

4.4

EndUserPrerequisites................................................................................................................10

4.4.1

BusinessSystemsAccountforAuthentication....................................................................10

4.4.2

SupportedBrowsersandOperatingSystems.....................................................................10

4.4.3

VPNAccess..........................................................................................................................10

RequestingService..............................................................................................................................10
5.1

ExistingClients............................................................................................................................10

5.1.1

6.

BackupandDisasterRecovery..............................................................................................8

EmergencyRequests...........................................................................................................10

5.2

NewClients.................................................................................................................................10

5.3

HoursofCoverage.......................................................................................................................11

5.4

Response.....................................................................................................................................11

MaintenanceorServiceChanges........................................................................................................11
6.1

Enhancements.............................................................................................................................11

6.1.1

EnhancementRequests......................................................................................................11

6.1.2

EnhancementImplementation...........................................................................................11

6.2

Upgrades.....................................................................................................................................11

6.3

CMSRestarts...............................................................................................................................12

6.4

Assumptions................................................................................................................................12
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UC San Diego Campus CMS SLA 2015

7.

Pricing..................................................................................................................................................12

8.

Reporting,Reviewing,andAuditing...................................................................................................12

9.

AssociatedPolicies,ProcessesandProcedures..................................................................................12
9.1

DomainNames............................................................................................................................12

9.2

URLGuidelines............................................................................................................................13

10.

AlternateSLAs.................................................................................................................................13

1. General Overview
ThisisaServiceLevelAgreement(SLA)betweentheServiceProvider:

CampusWebOffice(CWO)

Andthecampuscommunity(clients),todocument:

ServicesthatallowwebsiteownerstousetheHannonHillCascadeServercontentmanagement
system(CMS)tomaintainWebcontent
Generallevelsofresponse,availability,andmaintenanceassociatedwiththeseservices
Responsibilitiesoftheserviceprovidersandclients
Theprocessforrequestingservices

ThisversionoftheSLAbeganApril24,2015andwillbereviewedandupdatedasneeded.

1.1 Service Owners

ThefollowingServiceOwnerswillbeusedasthebasisoftheAgreementandrepresenttheprimary
stakeholdersassociatedwiththisSLA.
Stakeholder
CMSOperationsManager

Responsibilities
Overseestheserviceoffering,promotestheCMS,andprovides
processesandgovernanceforthewebsitesthatwillbemaintainedin
theCMS
CampusWebTechnologies ProvidestechnicalandadministrativesupportoftheCMS,including
Manager
contenttemplates,transports,contenttypes,roles
UNIXSystemsManager
ResponsiblefortheinfrastructurethatsupportstheCMSandGSS
includingWebservers,applicationservers,databaseserversand
disasterrecovery

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2. Service Description
2.1 Service Scope
Thegeneralofferingdescribedinthisdocumentisforqualifyingacademicandadministrative
departmentsthatmeettheguidelinesforserviceoutlinedat:http://cwo.ucsd.edu/prodserv/cms/
andwanttousetheCampusCMStomanagetheirwebsitecontent.
TheCMScontainstemplatesthatreflectcurrentUCSanDiegobrandingandareaccessibility(ADA)
conformant.Itprovidesauserfriendlywayforwebsiteownerstoupdatecontentandastable
environmentsupportedbydedicatedstaff.
Inaddition,complementarysystemsarecoupledwiththecampusCMStoenhancetheserviceoffering.
Thefollowingsoftwaresystemsmakeupthecampuswideserviceoffering:
2.1.1 Hannon Hill Cascade Server CMS
CascadeServerisapowerfulWebcontentmanagementsolutionthatgivespeoplethefreedom
tomanagetheirWebcontentthroughauserfriendlyinterface.DesignedaroundXMLandfor
anynetworkenvironment,userscanaccessCascadeServerthroughanyInternetconnected
browser.CascadeServerhelpsorganizationsmaintainahighquality,standardscompliant
website,whileprovidingdeploymentflexibility,azerofootprintclient,andfastimplementation.
http://hannonhill.com/
2.1.2 Google Site Search (GSS)
GoogleSiteSearchisaGooglehostedsearchsolutionthatprovidesuniversalsearch.Itincludes
enterprisespecificrelevancealgorithmsinasingle,easytodeploysolution.
https://www.google.com/work/search/products/gss.html
2.1.3 Google Analytics
WebsitesmaintainedinthecampusCMSareconnectedtoGoogleAnalytics,whichallows
statisticalreportingpageviewsandothermetricstoassistclientswithanalyzingthebehaviors
oftheirWebvisitors.
2.1.4 eforms
TheCWOprovidescustomizableelectronicforms(eforms)forsitesintheCMSprovidedthey
arentusedtocollectPersonallyIdentifiableInformation(PII)orusedforapplicationsfor
academicprograms.Eformswillberetainedforonefullyearfromthedateofcreationandmay
bedisabledorremovediftheyaredeemedinappropriateorcauseanysecurityissues.

2.2 CMS Features

2.2.1 Create Website
TheCWOwillworkwiththeclienttodeveloparecommendedsitearchitectureandnavigation
structurebasedontheclientsgoalsandobjectives.Inmostcases,theclientwilldevelopthesite
content.
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2.2.2 Create, Edit and Publish Web Pages

ClientshavetheabilitytofreelyedittheirWebpageswithintheconfinesoftheCMSaftertheinitial
sitedeployment.Editingofcontentoccursintwoways:throughtheWYSIWYGinterfaceorthrough
theHTMLeditor.Onceeditsaremade,clientscanpublishthechangestoastagingenvironmentfor
reviewbeforepublishingtotheliveenvironment1.
2.2.3 Metadata
StandardmetadatasetsareincludedintheUCSanDiegotemplates.Specificmetadataelementswill
bereviewedintrainingandorientationwiththeclient.
2.2.4 Versioning
TheCMSsupportsversioningofWebpagessotheclientcanretrievepreviousversionsofapage,
compareitwithcurrentversions,andrepublisholderversionsifneeded.
2.2.5 Document and Image Hosting
TheCMSsupportsthehostingofdocumentsandimagesthatarelinkedorappearonanassociated
Webpage.Themaximumfilesizeis10MB.
2.2.6 Friendly URLs
ContentmaintainedintheCMSisdeliveredwithhumanreadableURLs.TheseURLsareconsidered
searchenginefriendlybasedonthesemanticsmatchingthecontentoftheWebpage(e.g.,
http://roosevelt.ucsd.edu/about/wouldbetheURLforRooseveltCollegesAboutUssection).
2.2.7 Content Templates
TheCampusCMSprovidestemplatesthatreflectUCSanDiegobrandingandallowclientstodisplay
contentinavarietyoflayouts:http://cwo.ucsd.edu/support/documentation/templatesstyles/.
Astheserviceofferingmatures,theCWOwilloffermoretemplatestocampusclients.Allclientswill
benotifiedofnewtemplates,theirfeatures,andhowtoimplementthemwithintheirwebsite.
2.2.7.1 Accessibility
TheCMStemplatesarebuiltandtestedtobeconformanttoWebContentAccessibilityGuidelines:
http://www.w3.org/TR/WCAG/andcomplywithUCOPpolicy:http://www.ucop.edu/electronic
accessibility/initiative/policy.html.
2.2.7.2 Overriding Design Elements
TheCMStemplatesworkhandinhandwithHTMLandCSStoprovidethelayoutofCMSpages.The
CWOalsoofferssitewidethemeswithalternativestylescombinationsofbackgroundcolorsand
modernWebfontsthatallowsitestobeuniquelybrandedwhilemaintainingconsistency,
responsiveness,andaccessibility.

Publishingrightsmayberestrictedtothestagingenvironmentifthecontentispartofaportal,e.g.,TritonLink.

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UC San Diego Campus CMS SLA 2015

IftheclientcreatesormodifiestheirCMSsitespecificCSSfile,theCWOisnotresponsibleforfixing
brokenelementsthatmayoccurasaresultofoverridingCSSelements.Iftheclientcannotsupportthe
sitespecificCSS,theCWOwillrevertthesitebacktousingthestandardCSSonly.
2.2.7.3 Access to Create or Modify Templates
TheCWOisresponsiblefortheintegrityoftheCMStemplates.Thetemplatesaredesignedandbuiltina
waytosharecommonelementsandstructures.ThisallowstheCWOtodeployenhancementsandfixes
inonelocationthatwillbenefitallCMSclients.
Underourgeneralservicelevel,TheCWOdoesnotprovideclientstheabilitytomodifyorcreatenew
templatestoensurestabilityacrossthesystem.

2.3 Limitations
2.3.1 Hosting video files
WhileclientshavetheabilitytoembedvideoswithintheirWebpages,theCMSdoesnotsupport
thehostingofmultimedia,Flash,orvideofiles.Theprimaryreasonisthesefilesaretypicallylarge
anddatabaseintensive.MultimediaserversareoptimizedforhostingvideofilesandtheCWOcan
referclientstoonandoffcampusresourcesthatprovidethistypeofservice.
2.3.2 Online forms & Web Applications
Atthistime,theCMSwillnotsupportthedevelopmentofwebapplications.Theprimaryfunctionof
theCMSistomanagewebcontentanddoesnotprovideaplatformfordevelopingWeb
applications.

TheCMScan,however,produceadecoratorthatcontainstheheaderandfooterelementsofthe
website.Clientswithadvancedtechnicalskillscanleveragethedecoratortoprovideintegrationof
theirwebapplicationswiththeirCMSsite.

TheCWOcancreatecustomizableelectronicforms(eforms)forsitesintheCMSprovidedthey
arentusedtocollectPersonallyIdentifiableInformation(PII)orusedforapplicationsforacademic
programs.Eformswillberetainedforonefullyearfromthedateofcreationandmaybedisabledor
removediftheyaredeemedinappropriateorcauseanysecurityissues.

2.3.3 Custom JavaScript or Embedded Dynamic Code

WebsitesmanagedintheCMScanleverageaddonssuchasimageslideshowsandotherpre
definedwidgets.Iftheclientwantstoembedcodethatpullsinfunctionality,videos,orother
dynamiccontent,weaskthemtouseourpredefinedwidgets:
http://cwo.ucsd.edu/support/documentation/templatesstyles/kitchensink.htmlorasktheCWO
forassistance.ClientscanrequestenhancementsontheCWOUservoicepage:
http://cwo.uservoice.com/.Iftheclientembedsdynamiccodethatisdeemedtobedetrimentalto
thehealthoftheCMSorposesasecurityrisk,theCWOreservestherighttoremovesuchcode.
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UC San Diego Campus CMS SLA 2015

2.3.4 Wiki and Blog features

Atthistime,interactivefeaturessuchasupdatingWebpagesinrealtime(wiki)arenotavailable.
TheCWOcanreferclientstoothersolutionsthatprovidethistypeoffunctionality.

2.4 Search
CampusCMSsitesareindexedbyGoogleSiteSearch(GSS),andincludethesearchboxintheheaderof
theirwebsite.
Thesearchboxincludesasearchthissitefeature.Thisallowssearchresultstobelimitedtothesite
theuserison.Theusercanalsotoggletothecampuswideandpeopledirectorysearch.

2.5 Web Hosting

2.5.1 ACT Web Hosting
ACTprovidesawebsitehostingservicepoweredbyAmazonWebServices(AWS)forsitesmaintainedin
theCMS.ACTusesaWebserverclustertopropagatecontentacrossmultiplephysicalservers.This
maximizesuptimeincaseoneoftheserversbecomesdisabledforanyreason.
TheWebserverclusterrunsApacheandexceedsthespecificationsrecommendedbyHannonHillfor
theCMS.MoreinformationcanbefoundintheSystemArchitecturesectionbelow.
2.5.2 Client Web Hosting
ProvidedclientsmaintainaWebserverenvironmentthatmeetstherequirementsforwebsitehosting
theycanhosttheirwebsiteinadatacenteroutsideofACT.Anevaluationoftheclientsdatacenterwill
takeplacetoensureitmeetshostingrequirements:http://cwo.ucsd.edu/prodserv/cms/next
steps/hostown.html.
Iftheclientchoosesthisoption,theyarewaivingtherighttohaveACTsysadminsupportontheir
websitemaintenance.Risksincludenetworkrelatedoutagesthatcanaffectwebsiteuptime.

2.6 Security, Access Levels & Roles

ThecampusCMSisintegratedwiththecampusSingleSignOn(SSO)system.Onceloggedin,userswill
beabletoworkwithintheCMSforaperiodof8hoursbeforetheirsessiontimesout.After8hoursof
inactivity,auserwillbepromptedtologbackinwiththeirSSOcredentials.
CMSclientscandelineatetwogroupsofusers:thosethathavetheabilitytopublishtothestaging
environmentonlyandthosethatcanpublishtobothstaginganddelivery.Nofurthergranularitycanbe
supportedatthistime.

2.7 Analytics and Web Traffic Reporting

WitheachnewwebsiteaddedtotheCMS,clientswillgetaccesstotheirownwebsiteprofilewithinthe
GoogleAnalyticsdashboard.ThisallowsthemtouseallthereportingfeaturesGoogleAnalytics
provides.

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UC San Diego Campus CMS SLA 2015

2.8 Content Backup

2.8.1 Backup and Disaster Recovery
TheCMSdatabasearchitectureusesamasterslavereplicationrelationship.Replicationisconfigured
atthesafestpossiblesetting.Intheeventofacrashthemostthatcanbelostisonedatabase
transaction.

Campusorregionalincidentsthatcausemajorpower/systemoutagesareofthehighestpriority,and
theCampusCMSfitsintotheoverallACTDisasterRecoveryPlan.TheCMStakesadvantageofAWS
availabilityzonesforbackupanddisasterrecovery.

2.9 System Architecture

TheCampusCMSishostedattheTorreyPinesdatacenter.Itisaclusteredenvironmentwithload
balancingandredundancybuiltintothearchitecturedesign.Allofthehardwareexceedstheminimum
requirementsrecommendedbythevendor.Adetailedsystemarchitecturediagramoftheproduction
environmentisincludedbelow.

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UC San Diego Campus CMS SLA 2015

3. Campus Web Office Responsibilities

3.1 On Boarding
TheCWOwillworkwithnewclientstomigratetheircontentintotheCMS.Thisincludesperforminga
contentanalysisifawebsitealreadyexistsandrecommendingasitestructureandhierarchy.The
milestonesforwebsitemigrationwillbedocumentedinaStatementofWork(SoW).

3.2 Content Migration

TheCWOisresponsibleformigratingtheclientscontentintotheCMS.Thisistoensureaclean,
effective,accessiblewebsite.TheCWOwill:

CreateanewshellusingthelatesttemplatesandCSS.
Trainstaffanddesigneesonhowtoupdatethewebsitebeforedeploymentsostaffcan
makeongoingupdates.
Validatethatthesitemeetsthestatedcustomerandtargetusergoals.
AlignwebsitewithcurrentUCSanDiegobranding.
EnsurethesitemeetsallUCSanDiegostyleguidelines,usability,andaccessibilityincluding
conformancetosection508guidelinesforaccessibilityandqualitycriteria.

3.3 Training
Priortothewebsitelaunch,theCWOwilltraintheclientonhowtoupdatetheirwebsiteintheCMS.In
personandhandsontrainingwillbeoffered.Trainingdocumentationcanbefoundat
https://cwo.ucsd.edu/support/documentation/.

3.4 Testing/QA
TheCWOwillperformtestingoftheclientwebsiteinsupportedbrowsersandmobiledevices,including
accessibilityaccordingtoUCpolicy:http://www.ucop.edu/electronicaccessibility/initiative/policy.html.

3.5 Deployment
TheCWOwillassistinallaspectsoftheclientwebsitesinitialdeploymentincludingcoordinatingDNS
changeswiththeHostmasterandredirectsthatneedtochangeasaresultofACThostingthewebsite.

4. Customer Responsibilities
4.1 Content Guidelines
TheclientwebsiteshallbeUCSanDiegorelated,thetargetaudienceconsistingprimarilyofprospective
students,currentstudents,facultyandstaff,orrelatedaudiences.Theclientisresponsibleforusing
appropriate,professionallanguagethroughoutthesite.Ifatanytimetheclientdeviatesfromthese
guidelines,theCWOhastherighttoremoveoffendingcontent.

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UC San Diego Campus CMS SLA 2015

4.2 Designated Point of Contact

WhentheStatementofWork(SoW)iscreated,onedesignatedpointofcontactshallbeassignedforthe
CWOtoworkwith.Thispointofcontactwillcoordinateallactivitiesfromtheclientsside.

4.3 Verifying Website

Clientshavetheresponsibilityofreviewingandapprovingtheirwebsitepriortoinitiallaunch.Itisupto
theclientthereaftertokeeptheirsitecurrent.TheCWOisavailabletohelpanswerspecificquestions
andprovidesupport.

4.4 End User Prerequisites

PrerequisitesCMSuserswillneed:
4.4.1 Business Systems Account for Authentication
ClientscanselfregisterforaBusinessSystemsaccount:http://blink.ucsd.edu/go/access.
4.4.2 Supported Browsers and Operating Systems
ThefollowingbrowsersareusedtotestwebsitesmanagedintheCMS.Thesebrowsersmakeup95%
thewebsitetraffictoUCSDsites,accordingtoGoogleAnalytics.

RecentreleasesofChrome(Mac&PC)
RecentreleasesofFirefox(Mac&PC)
InternetExplorer711(PC)
Safari7(Mac)

4.4.3 VPN Access

ClientswhowanttoaccesstheCMSoffcampuscandosothroughtheuseofVirtualPrivateNetwork
(VPN):http://blink.ucsd.edu/go/vpn.

5. Requesting Service
5.1 Existing Clients
ClientscancontacttheCWOthroughemailcwo@ucsd.edu.Thiswilllogaticketinourtrackingsystem,
whichcanbetriagedtoateammemberhelp.Turnaroundtimeforcontactingtheclientisgenerallyone
businessday.MoreinformationabouthowtocontacttheCWO:http://cwo.ucsd.edu/contact/.
5.1.1 Emergency Requests
Iftherequestisanemergency,contacttheACTHelpDeskat(858)5341853.

5.2 New Clients

ClientswillbesequencedtocomeintotheCMSinthemostefficientmannerpossible.Ultimately
sequencingwilldependonstaffingandtheguidanceprovidedbytheCampusWebsiteSteering
Committee(CWSC).Typically,theCWOismigratinganywherefrom410websitesatanygiventime.

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UC San Diego Campus CMS SLA 2015

5.3 Hours of Coverage

Typicalhoursofcoveragearefrom8a.m.5p.m.,MondaythroughFriday.HelpDeskhoursfor
incidentsare7a.m.7p.m.,MondaythroughFriday.
Forafterhoursincidents,clientscanreachtheOperationsCenteratTorreyPinesCenterSouthbycalling
(858)5341853andappropriatetechnicalstaffwillbecontacted.Onweekends,incidentsloggedwith
theHelpDeskwillbetriagedtothenecessarypointsofcontactforinvestigation.

5.4 Response
Basedontheseverityoftheincident,andcurrentstateofknownissues,responsetimewillvary.
Generally,aonedayturnaroundshouldbeexpectedforlowerlevelincidentsandupto48hoursduring
increasedvolume.

6. Maintenance or Service Changes

Withanysoftwaresystem,regularmaintenanceisnecessary.Advancednoticetoclientsaboutregular
maintenanceisimportanttotheCWOtoensurecontinuityofservice.

6.1 Enhancements
ThecampusCMSisanoutoftheboxsolution.Thismeanstheunderlyingsoftwarecodecannotbe
manipulatedtochangethesystemscorefunctions.However,thecampusCMShascertain
configurationsthatcanenableanddisablecertainfeatures.Inaddition,HannonHillofferspluginsthat
allowforadditionalfeaturestobeaddedtothesystem.
6.1.1 Enhancement Requests
EnhancementrequestscanbesenttotheCWOUservoicepageathttp://cwo.uservoice.com/andwillbe
implementedbasedonclientvotesandfeasibility.
6.1.2 Enhancement Implementation
EnhancementsareloggedandprioritizedbytheCWO.Implementationwillbebasedonfeasibilityand
overallbenefittotheentireCMSusergroup.Clientswillbenotifiedofthenewfeatureorchangeprior
toimplementation.Insomecasesclientsmaybeaskedtotesttheenhancement.

6.2 Upgrades
CMSupgradeswillbegenerallyperformedtokeepinlinewitheachmajorreleaseoftheCMS.Typically,
theCWOwillwaituntilseveralpointreleasesareavailablebeforeupgradingtoanewversion.Wewill
coordinatetheupgradeinstallationthrougheachenvironment,testtoensuretheupgradedidntbreak
anycurrentconfigurations,andfixanybrokenconfigurationsduetotheupgrade.TheCWOcoordinates
allchangemanagementactivitiesassociatedwiththeupgradeincludingcommunicatingwithclients
regardinganyassociateddowntimeandadditionalfeaturesorcapabilitiesavailabletotheclients
availableinthelatestsoftwarerelease.

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UC San Diego Campus CMS SLA 2015

6.3 CMS Restarts

CMSrestartsoccuronaweeklybasisonSundaysat5a.m.tokeepthingsfreshinthesystemso
responsetimeismaximizedforclients.Acronjobrunstoreboottheservers.TheCMSisdownfor
approximately510minuteswhentheserversarerebooted.

6.4 Assumptions

MajorCMSsoftwareupgradeswillbetreatedasprojectsthatwillbemanagedbytheCWO.
Changestoservicesandnewfeatureswillbecommunicatedanddocumentedtoall
stakeholdersviatheCampusWebOfficemailinglistandCampusWebOfficewebsite
http://cwo.ucsd.edu/.
Servicewillbeprovidedinadherencetoanyrelatedpolicies,processes,andprocedures.

7. Pricing
AsoftheEffectiveDateofthisagreement,theCWOdoesnotchargeforanyservicesprovidedtothe
client.TheCMSserviceisstructuredinawaytomaximizeefficiencytointernallyfundthisserviceby
ACTandstillprovidethemostbenefitpossibletotheclients.

8. Reporting, Reviewing, and Auditing

ThisAgreementisvalidfromtheEffectiveDateoutlinedhereinandisvaliduntiltheDateof
Termination.TheAgreementshouldbereviewedataminimumonceperfiscalyear;however,inlieuof
areviewduringanyperiodspecified,thecurrentAgreementwillremainineffect.

TheDesignatedReviewOwner(DocumentOwner)isresponsibleforfacilitatingregularreviewsofthis
document.Contentsofthisdocumentmaybeamendedasrequired,providedmutualagreementis
obtainedfromtheprimarystakeholdersandcommunicatedtoallaffectedparties.TheDocument
Ownerwillincorporateallsubsequentrevisionsandobtainmutualagreements/approvalsasrequired.

DesignatedReviewOwner:AllisaBecker
ReviewPeriod:Annually
PreviousReviewDate:April2015
NextReviewDate:April2016

ThisAgreementwillbepostedtothefollowinglocationandwillbemadeaccessibletoallstakeholders:
DocumentLocation:http://cwo.ucsd.edu/prodserv/cms/nextsteps/sla.html

9. Associated Policies, Processes and Procedures

9.1 Domain Names
TheCWOwillhandleregisteringdomainnamesonbehalfoftheclient.Iftheclienthasanexisting
domainnameandwishestohosttheirwebsitewithintheACTdatacenter,theywillneedtotransfer
ownershipofthenametoACT.
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UC San Diego Campus CMS SLA 2015

Domainnamesfortoplevelwebsitesshouldabidebythefollowingformat:http://sitename.ucsd.edu/.
ContentrenderedunderthesitewillfallunderneaththisURLstructure.

9.2 URL Guidelines

ContentmaintainedinthecampusCMSisdeliveredwithhumanreadableURLs.URLsreflecttheWeb
sitetaxonomy,e.g.,http://roosevelt.ucsd.edu/about/.

10. Alternate SLAs

ThisSLAoutlinessupportservicesbytheCampusWebOfficetoUCSanDiegoclients.Givenlimitedstaff,
resourcesandbudget,theCWOservicesarerestrictedtotheparametersspecifiedabove.
Weunderstandcertainunitsoncampusmayhaveresourcestoaugmentorsupplementtheservices
providedbytheCWO.InsomecasesitispossibletonegotiatetermsoutsideourstandardSLA.Inthese
cases,clientsmaybegivinguptherighttohavetheCWOsupportthem.PleasecontacttheCWOfor
moredetails.
AllisaBecker
AllisaBecker,CMSOperationsManager

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