Information Technology Services
Service Definition
ITServices Learning Management
System
Final
Information Technology Services
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Author
Thomas Kelly
Role
Director, IT Services
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Final
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Date
April 16, 2010
April 29, 2010
May 6, 2010
June 2, 2010
June 4, 2010
June 9, 2010
Service Definition – ITS LMS
Information Technology Services
1. Introduction
This agreement describes the ITServices Learning Management System (LMS) to be
provided by ITServices (the service provider) to the Queen’s community (the client).
It outlines the responsibilities of ITServices as service provider, and the responsibilities of
the client as end user.
This agreement will be reviewed yearly, at which time it may be revised to reflect changes in
the availability, service levels, fees or any other aspect of the service.
2. Service Definition
2.1 Purpose of the Service
The ITServices Learning Management System (LMS) is based on Moodle, an opensource, password-protected management system for teaching and learning.
It is provided to the Queen’s University community in support of their academic and/or
administrative activities.
2.2 Target Audience
The Learning Management System (LMS) can be used to supplement face-to-face
instruction or to deliver complete courses on the Web using a web browser. It provides a
variety of tools for managing and delivering instruction. The target audience for the service is
current faculty and staff.
2.3 Service Availability
Normal Service Availability Schedule
The targeted availability of the Learning Management System (LMS) is 99.5% uptime. This
target reflects a twenty-four hours a day, seven days a week (24x7) availability commitment,
with allowance for an aggregate average of one hour per week of outages during planned
maintenance windows as defined in Non Emergency Enhancements below. See Section
3.2 for information regarding unplanned service interruptions. Where it is necessary to
schedule system maintenance that necessitates a service outage, ITServices will, wherever
possible, do this outside of core daytime business hours (Monday to Friday, 8am to 6pm),
and will provide appropriate notice as outlined in section 3.3.
Monday
Tuesday
Wednesday
Thursday
Friday
Normal Availability
00:00-24:00
00:00-24:00
00:00-24:00
00:00-24:00
00:00-24:00
Reduced Availability
02:00-04:00 Backup
02:00-04:00 Backup
02:00-04:00 Backup
02:00-04:00 Backup
02:00-04:00 Backup
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Planned Maintenance
07:00-08:00
07:00-08:00
07:00-08:00
07:00-08:00
07:00-08:00
Service Definition – ITS LMS
Information Technology Services
Saturday
Sunday
Holidays
00:00-24:00
00:00-24:00
00:00-24:00
02:00-04:00 Backup
02:00-04:00 Backup
02:00-04:00 Backup
n/a
n/a
n/a
Non Emergency Enhancements
Enhancements and changes that do not require a service outage and that do not impact
user workflow are implemented as required.
Enhancements and changes that require an outage of less than one hour to implement are
scheduled on weekday mornings between 07:00 and 08:00.
Enhancements and changes that require an outage of one hour or more to implement
require notification to space owners, and will also be posted to the Learning Management
System login page and the main ITServices website (queensu.ca/its).
2.4 Service Performance
Service performance is predicted based on projections from historically achieved
performance levels. Performance will be reviewed annually at the end of the school year to
enable any required hardware upgrades and/or software modifications to be made during the
period May to August when active use of the system is at a reduced level of demand.
For school year 2010-11, the targeted service performance level is to ensure that up to 500
concurrent users will experience page load times of 5 seconds or less.
2.5 Change or Discontinuation of Service
When considering any substantive changes to the service, ITServices will consult with the
appropriate advisory committee(s).
If it is determined that it is no longer necessary or possible to provide the service, all clients
within the Queen’s University community will be given a minimum of 12 months’ notice of
discontinuation of the service.
3. Support Definition
3.1 Support Services
Support is provided by three teams within ITServices:
 the IT Support Centre team provides standard end-user support for all ITServices
supported systems – this support is available as defined in Section 3.2 below
 the IT Learning Management team provides expert development and administrative
support for the Moodle application and related services – this support is available to
space owners during regular business hours of 08:30 to 16:30 Monday to Friday
 the IT Infrastructure team provides systems and network support for the Moodle
environment – this support is provided as indicated in the schedule in Section 2.3
above – emergency support is activated by 24/7 automated system monitoring which
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Service Definition – ITS LMS
Information Technology Services
triggers alerts in the event of systems and/or environmental failures – it may also be
engaged by the IT Support Centre or the IT Learning Management team as required
based on standard ITS internal escalation procedures
The IT Support Centre logs and tracks all problem reports or questions submitted to the
Support Centre.
3.2 Contact for Support
Support is accessed by:
 calling the IT Support Centre at extension 36666 (613-533-6666), or
 using the form available on the IT Support website at www.its.queensu.ca/itsc
IT Support Centre Hours of Operation are at www.queensu.ca/its/contact/hours.html
3.3 Communication
Notification Process
ITServices will distribute notices regarding planned or unplanned interruptions of the service
or significant changes to the service as follows:
 Notices will be sent by email to Learning Management System space owners and
instructors (moodle-l)
 Notices will be posted in the Notifications block on the ITServices website
Planned Service Interruptions
ITServices will on occasion need to schedule service outages in order to improve the
service, install new hardware or resolve problems. In such cases, ITServices will provide a
minimum of 36 hours’ notice, communicated according to the above notification process.
Unplanned Service Interruptions
In the event of a system failure or other problem that results in interruption or significant
degradation of the service, ITServices will use the stated notification process to a) issue a
service interruption alert, and b) issue a notice when the service has been restored.
3.4 Documentation and Training
ITServices provides the following:
 The LMS Service page and launch page both provide links to vendor documentation,
and to Queens’s specific documentation including UseIT, FAQ, and tutorials at
moodle.queensu.ca
 For end-user training including: scheduled workshops, consultation, or online
materials, etc. visit moodle.queensu.ca
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Service Definition – ITS LMS
Information Technology Services
4. Space-Owner and End-User Responsibilities
4.1 General
 Ensure legislative and policy compliance, including security policy (use of the Queen's
Learning Management System space must be consistent with Queen's educational
goals and comply with the Queen's Computer User Code of Ethics and Network
Security Policy – any breach of these policies may result in suspension of service)
 Anonymous postings have been disabled as the default setting. If the Client chooses
to enable anonymous postings, the Client is responsible for ensuring postings fall
within the Queen's Computer Code of Conduct. Failure to do so will result in
revocation of the Client’s space (and depending upon the seriousness of the event,
additional steps may also be taken)
 Space owners are encouraged to keep data space usage to a reasonable level for the
purpose of their space. ITServices reserves the right to impose quotas if necessary.
 Space owners are responsible and accountable for maintaining their space, including
assigning an administrative resource and ensuring the required training.
 Retention of Course Space - When someone ceases to be an eligible space owner,
their space ownership authority will cease and authority to manage their space will
revert to the administrator. A space that is inactive (has not been updated within 1
year) will be kept for a full academic calendar year (May – April). After the year, the
space will be archived or deleted according to Queen's document retention policy.
4.2 Respect of Policy
End users of the service are responsible for reading the Queen’s University Computer Code
of Ethics and adhering to this and other relevant University policies.
4.3 Definitions
“Space Owner” – this term shall be understood to refer to anyone holding the “Course
Owner” role for the Learning Management System.
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Service Definition – ITS LMS