University Content Management System
Service Level Agreement (SLA)
2015
University Content Management System
Service Level Agreement | 2015 v 1.7
For:
By:
Effective Date:
TABLE OF CONTENTS
1. GENERAL OVERVIEW ............................................................................................................. 3
2. GOALS & OBJECTIVES ........................................................................................................... 3
3. SERVICE DESCRIPTION .......................................................................................................... 3
3.1. SERVICE SCOPE ...................................................................................................................4
3.2. CMS FEATURES...................................................................................................................4
3.2.1. Create, Edit and Publish Web Pages ...........................................................................4
3.2.2. Versioning ..................................................................................................................4
3.2.3. Document and Image Hosting ....................................................................................4
3.2.4. Readable Aliases ........................................................................................................4
3.2.5. Content Templates.....................................................................................................4
3.2.6. Accessibility ...............................................................................................................4
3.2.7. Overriding Design ....................................................................................................... 5
3.2.8. Creating or Modifying Templates ............................................................................... 5
3.3. CMS LIMITATIONS ............................................................................................................... 5
3.3.1. Hosting Video Files ..................................................................................................... 5
3.3.2. Forms and Web Applications ...................................................................................... 5
3.3.3. Custom JavaScript or Embedded Dynamic Code ........................................................ 5
3.4. SECURITY, ACCESS LEVELS AND ROLES .................................................................................. 5
4. SERVICE PROVIDER RESPONSIBILITIES ................................................................................6
4.1. ON BOARDING ....................................................................................................................6
4.2. CONTENT MIGRATION ..........................................................................................................6
4.3. TRAINING............................................................................................................................6
4.4. DEPLOYMENT .....................................................................................................................6
5. CLIENT RESPONSIBILITIES ....................................................................................................6
5.1. CONTENT GUIDELINES ..........................................................................................................6
5.2. DESIGNATED POINT OF CONTACT ..........................................................................................6
5.3. PROCESS AND DELIVERABLES ................................................................................................ 7
5.4. APPROVAL .......................................................................................................................... 7
6. SERVICE MANAGEMENT ....................................................................................................... 7
6.1. NEW CLIENTS ...................................................................................................................... 7
6.2. EXISTING CLIENTS ............................................................................................................... 7
6.3. EMERGENCY REQUESTS........................................................................................................ 7
6.4. MAINTENANCE OR SERVICE CHANGES .................................................................................... 7
6.4.1. Upgrades....................................................................................................................8
7. ALTERNATE SLAS ..................................................................................................................8
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University Content Management System
Service Level Agreement | 2015 v 1.7
SIGNATURES .............................................................................................................................9
1. General Overview
This is a Service Level Agreement (SLA) between California State University, Long Beach’s Office of
Marketing and Communications (OMC) and the campus community (clients) to document:
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Services associated with allowing website owners to use the Drupal content management
system (CMS) to maintain web content
The process of requesting services and onboarding
Responsibilities of the service providers and clients
2. Goals & Objectives
The goal of this Agreement is to communicate all elements and commitments necessary to execute
proper and satisfactory onboarding of clients to the University CMS by OMC. The objectives are to:
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Provide clear explanations of service ownership, accountability, roles and responsibilities
Present a clear and measurable description of service provision
Ensure expected service is consistent with actual service support and delivery
OMC is the primary service provider responsible for overseeing the service offering and providing
processes and governance for the websites that will be maintained in the CMS. OMC will help to execute
migration of websites to the CMS and provide technical and administrative support of the CMS, including
content templates, content types, and roles. Identity standards and editorial style guidelines will also be
provided by OMC, which will continually monitor websites maintained in the CMS.
Academic Technology Services (ATS) has partnered with OMC to assist the campus community with
technical training and troubleshooting. Information Technology Services (ITS) will continue to maintain
legacy web servers, host non-drupal content and assist the campus community during emergency
outages.
3. Service Description
The service offering is only for academic and administrative departments associated with California State
University, Long Beach that meet the guidelines1 for service and want to use the campus CMS to manage
their website content.
1 Visit csulb.edu/marcomm/cms to view guidelines.
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3.1. Service Scope
The CMS offers clients a way to manage and update content with support from the Marketing
and Communications team using templates that are consistent with university branding and are
accessibility (ADA) compliant.
OMC will work with the client to develop a recommended site architecture and navigation
structure based on the client’s goals and objectives. In most cases, the client will develop the site
content.
3.2. CMS Features
3.2.1. Create, Edit and Publish Web Pages
Clients have the ability to freely edit their web pages within the confines of the CMS after the
initial site deployment. Clients can edit and save changes as a draft for review before publishing
live.
OMC has published a digital style guide for background colors, fonts and appropriate use of
content blocks.
3.2.2. Versioning
The CMS supports versioning of web pages so the client can retrieve previous versions of a page
and republish older versions if needed.
3.2.3. Document and Image Hosting
The CMS supports hosting of documents and images that are linked or appear on an associated
web page.
3.2.4. Readable Aliases
The CMS supports manual creation of easy-to-read URLs via aliases. These URLs are considered
“search engine friendly” based on the semantics matching the content of the web page.
3.2.5. Content Templates
The CMS provides general page templates that allow clients to display content in a variety of
layouts that are consistent with the University brand. Template samples can be viewed at
csulb.edu/marcomm/cms.
As the service offering matures, OMC will offer more templates to campus clients. Clients will be
notified of new templates, their features, and how to implement them.
3.2.6. Accessibility
Templates are built and tested to be accessibility (ADA) compliant. However, clients are
responsible for reviewing new and revised content to ensure that these also adhere to
accessibility standards. OMC and ATS will provide training materials as to best practices in
content creation regarding accessibility, usability and writing for the web.
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3.2.7. Overriding Design
The CMS templates work with HTML and CSS to provide the layout of web pages. If the client
creates or modifies the CSS on their web pages, OMC is not responsible for fixing broken
elements that may occur as a result of overriding CSS elements. If the client cannot support the
CSS changes on their pages, OMC will revert the site back to using the standard CSS only.
3.2.8. Creating or Modifying Templates
OMC is responsible for the integrity of the CMS templates. The templates are designed and built
in a way to share common elements and structures to maintain unity and cohesion throughout
the entire university website. This also allows OMC to deploy enhancements and fixes in one
location that will benefit all CMS clients. To ensure stability across the system, OMC does not
provide clients the ability to modify or create new templates.
3.3. CMS Limitations
3.3.1. Hosting Video Files
While clients have the ability to embed videos within their web pages, the CMS does not support
the hosting of multimedia, Flash, or video files. These files are typically very large, which is cost
prohibitive to host. Clients are encouraged to utilize YouTube or Vimeo and embed videos onto
their pages.
3.3.2. Forms and Web Applications
The primary function of the CMS is to manage web content. OMC discourages clients from using
the platform to develop web applications.
The CMS can be used to create customizable electronic forms primarily to be utilized as a
contact form, provided they do not collect Personally Identifiable Information (PII). Surveys
should be created using Qualtrics through ATS.
3.3.3. Custom JavaScript or Embedded Dynamic Code
The Drupal platform does support add-ons and widgets. However, if the client embeds dynamic
code that is deemed to be detrimental to the health of the CMS or poses a security risk, OMC
reserves the right to remove such code.
3.4. Security, Access Levels and Roles
The CMS is integrated with the University Single Sign-on (SSO) system. Clients can access the
CMS with their campus ID and password.
Clients can determine three groups of users:
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“Content Editors” have the ability to create and edit pages and save them as drafts
“Content Approvers” have the ability to create and edit pages, save them as drafts, and
also publish to the live site.
“Group Administrators” have the ability to do all of the above and create new users
within the group and designate roles
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4. Service Provider Responsibilities
4.1. Onboarding
OMC will work with new clients to help migrate their content into the CMS. This includes
performing a content analysis to eliminate extraneous or outdated content and a
recommendation for site structure and hierarchy. Milestones for website migration will be
documented in a Timeline provided to the client.
4.2. Content Migration
OMC is responsible for overseeing the migration of the client’s content into the CMS. This is to
ensure a clean, effective and accessible website. OMC will:
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Provide web page templates
Train staff and designees on how to update the website
Work with client to audit existing web pages and revise as necessary
Validate that the site meets client vision and goals
Align the client’s website with current University branding
Ensure the site meets accessibility guidelines
4.3. Training
Prior to the website launch, OMC and ATS will train the client on how to use the CMS.
4.4. Deployment
OMC will assist in all aspects of the client website’s initial deployment including redirects that
need to change.
5. Client Responsibilities
Upon receiving the Timeline, the client is responsible for identifying an individual or individuals who will
serve as CMS administrator(s) and content creator(s). All clients must attend mandatory training sessions
on how to utilize the CMS. In the event that the client does not have staff members to fill those roles,
OMC will provide migration services.
5.1. Content Guidelines
The client website must be in line with the mission and vision of the University. Clients are
responsible for using appropriate, professional language throughout the site. If at any time the
client deviates from these guidelines, OMC has the right to remove offending content.
5.2. Designated Point of Contact
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When the Timeline is created, one designated point of contact shall be assigned for OMC to
work with. This point of contact will coordinate all activities from the client’s side.
5.3. Process and Deliverables
To initiate the project, the client is responsible for completing the online questionnaire to
determine the scope of the project, set priorities and define roles/team. OMC will set up an
initial meeting with the client to discuss the project and receive the signed Agreement. Clients
are then responsible for providing OMC with a complete sitemap and web analytics. Client must
also initiate an in-house audit of their existing web pages (identify old content/pages and
unnecessary or missing information) and provide revised and refreshed content to be migrated.
5.4. Approval
Clients are responsible for reviewing and approving their website prior to initial launch. It is up to
the client thereafter to keep their site current. OMC/Tech Support Services is available to help
answer specific questions and provide support.
6. Service Management
The following sections provide relevant details on service availability, monitoring of in-scope services and
related components.
6.1. New Clients
Clients can request migration to the University CMS using the request form located on the OMC
website. New clients will be prioritized to be onboarded to the CMS in the most efficient manner
possible. Prioritization depends on staffing, scope of projects and University priorities. Typically,
OMC is migrating anywhere from 2 – 3 websites at any given time.
6.2. Existing Clients
Requests will be entered into a queue to be answered by a team member. Turnaround time for
contacting the client can take 3-5 business days depending on the workload or day of the week
the request was made.
6.3. Emergency Requests
If the request is an emergency, clients can contact webteam@csulb.edu.
6.4. Maintenance or Service Changes
With any software system, regular maintenance is necessary. Advanced notice about regular
maintenance will be provided to clients via email.
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6.4.1. Upgrades
CMS upgrades will periodically occur with major releases of the CMS. Each upgrade will be
followed by tests to check if there were any broken configurations due to the upgrade and any
necessary fixes.
Updates to the CMS will involve a server reboot. The CMS will be down for a short period of time
when this occurs. The updates will generally occur between the hours of 10:30 p.m. and 1 a.m.,
and will avoid peak website usage periods such as the beginning of the semester, midterms and
finals weeks. Change management email alerts will be sent to all clients prior to the event.
7. Alternate SLAs
This SLA outlines support services by OMC to California State University, Long Beach clients. Given
limited staff, resources and budget, OMC services are restricted to the parameters specified above.
We acknowledge that certain units on campus may have resources to augment or supplement the
services provided by OMC. In some cases, it is possible to negotiate terms outside our standard SLA. In
these cases, clients may be giving up the right to have OMC support them. Please contact OMC for more
details.
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University Content Management System
Service Level Agreement | 2015 v 1.7
Signatures
This service level agreement is agreed as part of the University Content Management System support
contract between [
] and University Marketing and Communications:
Signed on behalf of the client:
Name:
Position:
Date:
Signed on behalf of the service provider:
Name:
Position:
Date:
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