Acquia Service Level Agreement (SLA)

General overview

This is a Service Level Agreement (“SLA”) between Enterprise Technology and the Sponsoring Unit that the site requestor represents. The Sponsoring Unit is defined as the department that is assuming responsibility and is accountable for the website's content, maintenance and hosting costs. This SLA outlines:

The technology services provided to Arizona State University users or customers who represent the Sponsoring Unit
The targets for response times, availability, and maintenance associated with these services
The responsibilities of Enterprise Technology as a provider of a subscription based service provided from off-campus vendor(s) that provide the ability to develop and host Drupal and WordPress websites and applications “the service”
The responsibilities of Acquia as the vendor of a subscription based service
The responsibilities of the Sponsoring Unit (Customer) as the subscriber of a subscription based service
Processes for requesting services and access to support resources
Review and Reporting SLA process

This SLA will be reviewed annually to assess hardware, software and procedural accuracy.

two people chatting and sitting on purple chairs in a public area

Service Description

Scope

Enterprise Technology has partnered with off-campus vendor(s) to broker a subscription-based service to Arizona State University units for developing and hosting websites and applications. Service(s) are inclusive of the monitoring and reporting of service availability and addressing/routing problems for campus personnel.

Should the chosen vendor(s) services terminate, Enterprise Technology will make available an alternative vendor(s), as well as ensure a straightforward migration process of data from one vendor to another.

Enterprise Technology and our off-site vendor(s) are committed to providing ASU customers technical support within scope of the terms-of-service (TOS) free of charge as described below:

Setup of an account (Enterprise Technology shall assist with initial provisioning of the service)
Access and site related issues
Online tools, control panel and site management - Customer is provided with certain online tools, and it is expected that the Customer use these tools to perform all available account and site management tasks
Online tools, together with site management documentation and help, are available online at the support section of the Vendor’s website.

Enterprise Technology will:

Provision user access to the Vendor's platform
Provide the ability to sign up for plans and will bill customers annually for their usage in accordance to the TOS as agreed between Enterprise Technology and vendor(s)
Will escalate issues with Vendor as appropriate to ensure the terms as described herein are adhered to

Please note: Support prioritization is given to those issues that affect system availability and platform issues

Out of Scope

Billing

See Rates Below

Assumptions

All Subscription Services are provided on a annual recharge basis
Service & Support Documentation by Vendor
Additional support resources specific to Arizona State University are available through Enterprise Technology’s Paid Service Offerings or ASU approved vendors
Service will be provided assuming adherence to any related policies, processes and procedures, and are offered assuming practices outlined in vendor(s) Terms of Service. Enterprise Technology is not responsible for the content of the site, copyright, policy compliance, etc.
Hosted content will not contain protected health information (PHI) according to Health Insurance Portability and Accountability Act (HIPAA), payment card information protected by the Payment Card Industry (PCI) other than cardholder name and address, nor data that is described as highly sensitive in the ASU Data Handling Standard at IT Policy | ASU Enterprise Technology. If you have any questions regarding data classifications feel free to contact a team member at https://getprotected.asu.edu/contact-us
Vendor(s) services are not appropriate for restricted data. Refer to Get Protected for further information.
Use of vendor(s) services must comply with ASU's Academic Affairs Manual - ACD 125: Computer, Internet, and Electronic Communications Policy.
When there is an issue that cannot be resolved through vendor(s) online resources, training and consulting will be recommended. Additional monthly consulting can be arranged on a Time & Materials (hourly) basis via Enterprise Technology’s Paid Service Offerings.

Roles and responsibilities

Parties

The parties to this Service Level Agreement are Enterprise Technology (Service Provider), Acquia, Inc., (Vendor), and the Sponsoring Unit for the hosted website or web application (Customer).

Enterprise Technology Responsibilities

Enterprise Technology responsibilities and/or requirements in support of this Agreement include:

Representation of University constituents in brokering Vendor’s services
Representation of Customer when escalation is warranted to Vendor beyond basic technical support. Please contact us at https://asu.edu/launchsite – Service Provider Manager.
Maintain, augment, and link to up-to-date user documentation
Review Service Level Agreement annually and notify Customer of updates or changes
Communicate changes in terms of service or support policies from Vendor
Communicate major service outages – scheduled and unscheduled. Status will also be updated on https://status.acquia.com/.
Provision, de-provision sites and manage (compute) resource reallocation. Will respond with site creation instructions.
Manage access to the ASU Organization on Acquia. ASU affiliation and email accounts are required for Acquia access to the ASU Organization on Acquia. Websites hosted on the ASU Organization are property of ASU; thus, access to the ASU Organization will be removed upon employee separation from the university.
Manage ASU Organization website footprint by deleting non launched websites that have been inactive for 6 months or more.
Decommission site tasks
- Update billing information
- DNS cleanup
- Remove domain name from Site Factory

Vendor's Responsibilities

Provide a platform for developing and hosting Drupal websites.
Adhere to Terms of Service as documented.
Provide notifications of service outages—scheduled and unscheduled
Provide support for troubleshooting, account setup, and use of online tools.
Provide 24/7 emergency support
Maintain and augment product documentation
Optimize performance and service needs, including automatically upgrading service plans to better fit site traffic profile.

Customer Responsibilities

Customer responsibilities and/or requirements in support of this Agreement include:

Prompt payment
Designate department billing contact
Customer is expected to review the online Vendor(s) user manuals (Technical Documentation, FAQs & Tutorials can be found in Acquia's documentation and Terms of Service and adhere to policies and best practices described therein
Consult ASU specific documentation.
Customers will be fully responsible to maintain site content.
ASU Single Sign-On Authentication and SSL: The preferred way to authenticate to a website is by using ASU Single Sign-On (SSO) Authentication. If there is some reason that Customer cannot use ASU SSO authentication with the website, Customer should use SSL (https://) to secure the CMS’ standard authentication mechanism.
Service cancellation must be submitted by filling out and submitting the decommission request.
Manage access permissions for paid site level accounts. ASU affiliation and email addresses are required for Acquia access to the ASU sites on Acquia. ASU websites launched via this SLA agreement are property of ASU; thus, access to said sites must be removed by the Sponsoring Unit upon employee separation from the university.
Request and manage security scans and remediation efforts.
Follow ASU Web Standards and guidelines
Designate and maintain current contact information for “User in Charge”, “Billing Contact”, Technical Contact with Acquia and in ASU's CMDB and official Web Inventory Document
Create site backups; download and store copies of said backups for safekeeping.
Properly manage and secure data stored on the site(s) and minimize risk of data breaches: This includes but is not limited to the implementation of measures such as the appropriate configuration of file storage; limiting the collection of sensitive data to only what is truly needed; storing sensitive data only as long as necessary; anonymize or pseudonymize data before sharing, transmitting or storing; limiting access to sensitive data, both within and outside ASU; establishing processes and mechanisms to purge sensitive data from the site(s) when it is no longer needed.
Decommission Acquia hosted sites by filling and submitting the form.
Update ASU's CMDB and official Web Inventory Document

Contact Information Request Services

*The Enterprise Technology team can be contacted for service provisioning and billing-related requests via our service request form. These email requests will be processed during regular business hours, 8:00 a.m. to 5:00 p.m. MST, Monday through Friday except University holidays, and announced University closures.

Hours of coverage, response times and escalation

Vendor vs. Enterprise Technology

This section refers to the Enterprise Technology role in provisioning sites, billing and support escalation
Vendor Coverage, Response Times and Escalation are outlined in their support page.

Hours of Coverage

Enterprise Technology hours of operation are 8:00 a.m. to 5:00 p.m. MST, Monday – Friday except University holidays and announced University closures. Customers may use any of the methods of contact as stated in Section 4.
Requests via our contact form can be submitted 24 hours a day, 7 days a week and will be processed during the next business day.

Incident acknowledge times

Incident acknowledge times: Although the team may not be able to provide resolution immediately, Enterprise Technology has a goal to do its best to acknowledge incidents within four (4) business hours, this may vary depending on prioritization of service requests as described in this document.

Prioritization

Enterprise Technology will prioritize incoming incident requests based on the following criteria:

Number of departments or people affected
Impact on scholarship (research or teaching) or administrative function
Risk to safety, law, rule, or policy compliance
First-come, first-serve basis (above criteria being equal)

Service requests

A service request means a request is made by Customer to Enterprise Technology for support of a service that the Customer has already provisioned. Service requests will be processed during normal business hours via any of the methods outlined in Section 4.

Enterprise Technology's general response to requests is within 4-8 business hours of receipt. Some service requests have faster response times. Please refer to the service catalog for individual response times.

Other requests

Requests for changes to Enterprise Technology hosting plans can be submitted via our form.

Service Exceptions to Coverage

Exceptions to Hours of Coverage (Section 5.3) for Enterprise Technology support for site provisioning, billing, and support escalation:

Exceptions	Parameters	Coverage
University holidays	N/A	No coverage
Scheduled Maintenance(s)	As scheduled	No coverage

Maintenance and Service Changes

The Change Management process by vendor(s) minimizes unintended service disruptions or other impacts to the Campus as a result of changes in the production environment. Vendor(s) does this by monitoring, managing, and evaluating changes to maximize the service benefits to Customer, while minimizing the risks involved in making those changes.

Vendor will be responsible for communicating services, maintenance, and outages via email, vendor status page.

Major vendor(s) related services, maintenance, and Campus outages will be published in the Enterprise Technology System Health page.

Categories of service changes

ASU sign with yellow flowering palo verde trees in the background

Rates

Charges

Customers will be billed for the fiscal year; fiscal year hosting costs are prorated as applicable. Pricing through ASU's partnership with Acquia is available.

Customers will be billed the prorated difference between service level plans for the months remaining in the fiscal year when a service level plan upgrade occurs. Customers will be refunded the prorated difference between service level plans for the months remaining in the fiscal year when a service level plan downgrade occurs.

Customers may opt to receive a credit in place of a refund and apply it to the costs of another website hosted on the service. Customers may opt to pay for multiple fiscal years upfront.

Customers may terminate the service at any time without charge with 30 days advance notice. No refunds will be issued for unused service.

Any billing questions should be directed our form.

Billing Help

SLA Reviews

This Agreement will be reviewed annually or as otherwise needed.

The Enterprise Technology maintains responsibility for the content of this document, may amend it as required and communicate changes to all affected parties.

All Service Level Agreements can also be accessed for Enterprise Technology in the Service Catalog.