1. General Overview
This UCSC service level agreement (SLA) defines the level of service the campus community can expect from Information Technology Services (ITS). This document specifically defines:
- The UCSC WordPress service description
- The general levels of response, availability, and maintenance
- The responsibilities of ITS as a provider of these services
- The responsibilities of the clients receiving these services
- Deviations from the standard processes documented in the ITS and Campus SLA .
2. Service Description
2.1 Service Scope Overview
Purpose: The service provides users with a centrally-managed content management tool to facilitate the creation of websites within the UCSC WordPress theme.
- A single website, using the WordPress content management system, including the official UCSC WordPress theme (look and feel) that has been tested for accessibility and security.
- Built-in official UCSC web branding and identity.
- A core set of approved plugins (link coming soon).
- Shared authoritative content:
- Course catalog, directory, class schedules, news, events
- Support services including: help, consultation, training, and 24/7 end-user support through Campus Press (our vendor partner).
- Ongoing updates and improvements to the UCSC WordPress theme.
- Vendor management and negotiations of the contract with CampusPress.
- Pre-website launch quality assurance testing for accessibility and usability.
- Website standards.
What’s not included:
- Design, troubleshooting, and/or support of websites not using the UCSC WordPress service, not using the UCSC WordPress theme, and/or custom design, development, and plugins outside the approved list of plugins.
- Ability to install additional themes and plugins.
- Creating the content for your website.
- Developing your content strategy.
- Migrating content to WordPress.
- UCSC’s main website, academic and administrative divisions, departments, programs, colleges, and units.
- Faculty, researchers, labs, and graduate student websites (use the Faculty website service.)
- Instructional or classroom websites (use the Canvas service.)
- Personal websites (use the Personal website service, aka Slugsites)
- Intranets or internally-focused sites (use the Google Sites service.)
2.3 Removal of Websites
Websites with security vulnerabilities or inappropriate content will be taken offline.
2.4 Service Level Performance
Performance, infrastructure security (websites are scanned daily), and service metrics are managed through CampusPress, with a provided status dashboard.
2.5 ITS Responsibilities
ITS responsibilities and/or requirements in support of this Agreement include:
- Fully-supported and centrally-managed enterprise UCSC WordPress theme and plugins.
- Intake, management, and deployment of change requests to enterprise UCSC WordPress theme and plugins.
- Website and content strategy training and guidance provided via the ITS Experience Strategy and Design Team.
- Standardized centrally-managed integrations; e.g. campus directory, class schedule, and course catalog applications.
- ITS service lifecycle management.
- ITS will notify all account holders of major changes or planned outages.
- Follow the UC Electronic Communications Policy.
2.6 Customer Responsibilities
Customer responsibilities and/or requirements in support of this Agreement include:
- Website ownership including content strategy, content creation/ updates, and maintenance following established website standards.
- Responsibility for monitoring and updating the website as needed when WordPress functionality changes.
- Removal of users who should no longer have access to the website.
- Adherence to UCSC policies, processes, and procedures regarding the use of electronic data. UCSC Policies
- Website managers and content editors must attend the required training.
- All UCSC websites must meet defined UCSC information security, accessibility, and identity/brand standards defined in Web Standards and Procedures.
- Continuity of Operations: If a website owner develops customizations with the enterprise tools, or custom websites not using the enterprise tools the website owner should provide a plan detailing how the website will be maintained and managed.
- For example, an outside agency provides custom CSS code to design your website home page, that custom code is the responsibility of the website owner.
- A continuity of operations plan should also explain how the website will continue to operate after the site is launched.
2.7 Outsourcing your website work
- If you outsource the website design or development with a supplier, including theme customizations outside of the enterprise UCSC WordPress theme and UCSC-built custom plugins, initial and ongoing costs for any/all customizations, support for customizations, staffing, information security, maintenance, and functionality outside of the standard UCSC WordPress service are the sole responsibility of the department/division that manages and/or owns the website.
- All websites, digital resources, and information technology hosted, developed, or provided by third parties must meet standards as defined in UCSC Web Standards.
- Guide: Outsourcing your web redesign
3. Requesting Service & Support
See the ITS and Campus SLA for standard methods of contacting ITS for service.
- All user accounts must be a UCSC CruzID using the Gold password.
- Website administrators can create new accounts and assign user roles as needed.
- Websites requests and website launches are requested through SlugHub.
- Help and support:
- Related to the use of WordPress is available via CampusPress
- Related to the UCSC theme and any custom blocks can be requested through SlugHub.
- Additional training, labs, guidance, and support are available at websites.ucsc.edu.
4. Hours of Coverage and Response Times
- When contacting CampusPress, help, and support are available via CampusPress as needed, 24 hours a day/7 days a week.
- When contacting UCSC via SlugHub, expect the main Campus/ITS SLA response times.
5. Maintenance and Service Changes
Web Services abide by the standard maintenance and service change process whenever possible. See the ITS and Campus Service Level Agreement for additional details.
- Web Service maintenance window: Tuesdays from 7 PM to 9 PM and Thursdays from 5 PM to 7 PM.
- Changes are listed on the ITS Maintenance Calendar.
The UCSC WordPress service comes at no cost to campus partners and is funded through the Information User funding model.
Costs related to theme customizations outside of the enterprise UCSC WordPress theme and custom plugins, including support for customizations, staffing, information security, maintenance, and functionality outside of the standard UCSC WordPress service are the responsibility of the department/division that manages and/or owns the website.