ITS Custom Applications & Consulting Services
Hosting Agreement (SLA)
General Agreement:
The Customer Department and ITS Custom Applications and Consulting Services (CACS) understand and agree to
carry out all responsibilities listed in Service Level Agreement and corresponding attachment. All services provided
under this SLA are subject to monthly billing. You will be billed at an hourly rate of $84.
ITS’ Downtime Policy governs the way users of ITS services are notified of activities that have potential to interrupt
access to networks or systems. Regularly scheduled maintenance can be found at
http://its.virginia.edu/pubs/systemstatus/scheduled.html. ITS’ list of Critical Services are listed at
https://www.its.virginia.edu/itil/criticalsystems.html.
Core Business Hours
With the exception of University academic holidays, the CACS Support Team can be reached by emailing
CACSSupport@virginia.edu . The CACS Support Team is generally available by email Monday through Friday
from 8:00 AM to 4:00 PM.
I.
Support for Server Hardware and Operating System Software Upgrades
i.
Server hardware and operating system software have an expected life span of approximately 3 years.
Hardware vendors typically limit the hardware warranty based on expected life span. For this reason,
ITS has a replacement schedule for all production systems to ensure that in the event of a hardware
failure the parts and support needed to recover the server are available. When the life span is reached
the CACS consultant will work with you to move your system to the new platform.
As part of your ongoing service and to adhere to warranty requirements, all servers are routinely
patched to keep the operating system running at the recommended version. These patches are critical
for keeping the server secure.
II.
Application Components Upgrades
In addition to operating system and browser upgrades, there are software components used by your
system that must be updated as new versions are released.
Note: Requests for Modifications, Reports and Enhancements
1. Modifications or enhancements are not covered by this agreement.
2. To request modifications or enhancements please contact ITS CACS at
CACSSupport@virginia.edu.
III.
Browser Upgrades
ITS and ITS-CACS support the current and prior major releases of Internet Explorer, Firefox and
Safari. When a new version is announced as Release to Web (RTW), support will cease on the thirdoldest major version. (Exception) IE8 will be supported on a “best effort” basis until further notice.
IE8 users encountering issues who can upgrade their browser should do so to improve functionality
and service access.
Note: Upgrades to OS and browsers may cause the application features to stop working. This will
require CACS to modify the application; appropriate charges will apply.
Reviewing Application Information
The customer is responsible for their data; however, CACS can assist with communications and meetings if
needed. The Information Security, Policy and Records Office (ISPRO)
ITS CACS Service Level Agreement rev. 9/22/2015
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http://its.virginia.edu/security/dataprotection/ provides the requirements and standards for handling
University data. They can be reached via email at it-policy@virginia.edu and will provide support in
determining your data security level.
Retention policies should be coordinated with Records Management
http://www.virginia.edu/recordsmanagement/ .
CACS may take the application down if issues occur with the application which impact security.
Backup and Recovery Plan
In the event of a hardware failure, power outage or natural disaster that impacts the primary database server
a CACS consultant will need to configure your web application to point to the mirrored server. If the
outage occurs outside normal business hours, the system will remain down until the next business day. If
the outage occurs during normal business hours, the system could be down for up to 8 hours.
In the unlikely event that both the primary and mirrored servers are destroyed there is the potential for data
loss. The time needed to restore the system is dependent upon the extent of damage and amount of time
required to replace the servers.
Enhanced backup and recovery plans are available at an additional cost. A private consultation with a
system engineer team can be arranged if you wish to discuss alternatives.
ITS CACS Service Level Agreement rev. 9/22/2015
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