Arizona Sites - Terms of Service

Services To Be Provided

Campus Web Services will provide website hosting, maintenance and support services described in this agreement in good faith and following best practices.

Campus Web Services will provide website hosting services for the Arizona Site through our partnership with Pantheon Systems, Inc. The provided Pantheon Hosting Package encompasses the infrastructure and capacity aspects of providing a web site such as storage for files, network connectivity, maintenance of servers, backups and other server related items.

The Pantheon Personal Hosting Package is intended for sites with less than 10,000 page-views per month, and if that limit is exceeded for two consecutive months Campus Web Services will notify the Client to discuss necessary upgrades and any additional fees.

Website maintenance will be ongoing and will not require any initiation from The Client. Campus Web Services will provide the following website maintenance services to The Client for the Websites:

  • Application of available Drupal Security Patches in accordance with Drupal’s Security Advisory Policy. https://www.drupal.org/node/475848
  • Campus Web Services’ Security Risk Manager will notify the client of any significant concerns identified by the Information Security Office.

Website support can be used for any of the following:

  1. Limited troubleshooting and Q&A
  2. Help with using the included functionality
  3. Enabling additional modules that are available as part of Quickstart and listed here: https://quickstart.arizona.edu/available-modules
  4. Adding additional users

Scheduling the launch of your Arizona Site will require a week’s advance notice. Campus Web Services will provide the following launch services for the Websites:

  1. Provide the initial starter site.
  2. Review the site prior to go live to:
    1. Update the site with appropriate branding assets (webheaders).
    2. Make suggestions for accessibility improvements.
    3. Make suggestions for minor design improvements.
  3. Update the Website’s Pantheon plan from Sandbox for launch.
  4. Configure domains and https enforcement to send visitors to primary domain.
  5. Work with UITS Operations to implement all necessary DNS changes to launch the site or coordinate DNS changes with the Client if DNS records are not controlled by UITS Operations.

Project work and site enhancement work, including website usability, design or development requests requiring more than five hours of resource time will be addressed with a separate Service Agreement.

Modifying or building any custom modules or themes is out of scope of any service levels.

Client Responsibilities

  • The Client is responsible for making all content updates to their site and making sure that the content remains up to date and relevant.
  • The Client will respond in a timely manner to any and all communications from Campus Web Services.
  • The Client will proactively communicate any changes in personnel that affect who the appropriate contacts for the Websites should be.
  • The Client will notify Campus Web Services immediately if any evidence of a security breach is discovered, such as: hacking, defacement or denial of service attacks.
  • The Client will request work in accordance with the terms identified in this agreement.

Access to websites and environment

  • Members of the Campus Web Services team will be added as Drupal Admin users in order to fulfill our obligations and provide the services outlined in this SLA.
  • The Client and their designated representatives’ will be added as Content Administrators.

Contact Information

 

Contact personnel are listed below. Each party is responsible for notifying the other of any changes to the contact information. Any issues regarding this Agreement, including renewals or notices, should be addressed to the contact personnel listed below.

Should either party fail to provide timely communication of contact personnel changes, the other party shall bear no responsibility for any failures in communication that result.

Non-Business Hours Emergency Contact
24/7 IT Support Center
626-8324 (626-Tech)
support@arizona.edu

Primary Contact
Web Services Request:
https://it.arizona.edu/web-services-request

Escalation Contact
Donna Bieg
Director, Campus Web Services
621-4860
donnabieg@arizona.edu

Billing Contact
Sarah Swanson
Program Coordinator
520 626-5918
sarahs@arizona.edu

Appendix A – Issue Priority Levels and Responses

In the case that Campus Web Services becomes aware of an issue before the Site Owner does, we will open a support ticket and contact the Site Owner via the dedicated Slack channel. If the Site Owner becomes aware of an issue before Campus Web Services, they must follow the process below to receive the appropriate response times for the priority level of the issue.

Definition: User facing minor cosmetic issues, or functionality that only affects admin users and is not time critical.

Process: Submit a Service Request through it.arizona.edu/web-services-request.

Response times: Campus Web Services will contact the Site Owner regarding the ticket within two business days and make a best effort to have the issue resolved within a week.

Definition: User facing major cosmetic issues, or functionality that only affects admin users and is time critical. Alternatively, one or more of a Site Owner’s websites are down that only affect a small number of campus stakeholders or is during a non-critical time.

Process: Submit a Service Request through it.arizona.edu/web-services-request.

Response times: Campus Web Services will contact the Site Owner regarding the ticket within 4 business hours and make a best effort to have the issue resolved within two business days.

Definition: One or more of the Site Owner’s websites are down that affect a large number of campus stakeholders or is during a critical time such as during an event or event registration drive.

Process: Submit a Service Request through it.arizona.edu/web-services-request.

Response times: During business hours Campus Web Services will contact the Site Owner regarding the ticket within 30 minutes and make a best effort to have the issue resolved as quickly as reasonably possible.

Appendix B - General Terms and Conditions

Campus Web Services and The Client agree to comply with all applicable University of Arizona security standards, guidelines and policies as noted at https://security.arizona.edu/content/policy-and-guidance. As noted above, The Client agrees to contact Campus Web Services immediately if a website security issue is noticed or suspected. Campus Web Services reserves the right to disconnect from the network any website that has been compromised. ISO must be notified by The Client, of any event that has the potential to negatively impact the confidentiality, integrity, or availability of University Data.

UA WebAuth will be used to authenticate all user logins to Drupal sites. Campus Web Services uses the Drupal CAS module (https://www.drupal.org/project/cas) for this purpose and disables non-CAS logins.

Payment Card Transactions are not allowed within Arizona Sites. Sites that link out to a separate payment gateway may require additional levels of compliance and both Campus Web Services and the University Financial Services Office must be notified.

Personally Identifiable Information (PII) is not allowed on the provided hosting environment. This includes any data that is considered protected under HIPAA or FERPA. Campus Web Services and The Client mutually agree to keep all non-public information and data concerning the other party’s business confidential, including, but not limited to, ideas, products, customers or services. This includes any information or data that is of a personal, proprietary or trade secret nature. Confidential information will remain the property of the disclosing party and the receiving party will not acquire any rights to that information. Both parties agree to adhere to the policies available at https://security.arizona.edu/content/policy-and-guidance

If The Site Owner requires Campus Web Services resources beyond the services outlined in this SLA, there may be an additional charge to be determined at the time of the service request. If the services are extensive or require significant Campus Web Services staff time, then Campus Web Services may require a new SLA or an addendum to this Agreement before rendering services.