U-M Hosting Platform Service Level Agreement (SLA)

This document describes the service level agreement (SLA) for the U-M Hosting Platform and defines what you should expect as a customer of the service. This document also describes your responsibilities as a consumer of the service and what we need from you to ensure that the environment is a safe and reliable hosting platform for your sites.

The hosting platform is here so that our customers can help put the best face of the university forward.  We look forward to doing that together.


About the U-M Hosting

U-M Hosting, or the "service," refers to the collective set of components that make up the entirety of the environment, and includes web servers, SQL servers, Apache Solr servers as well as task servers.  This SLA does not include the virtual machine (VM) and networking infrastructures on which the service relies.  For more information on the SLAs for the VM and network environments, please contact the MSIS Desk at msishelp@umich.edu or 763-7770.

Service Expectations

Our customer should expect the following from us:

  • A response to all questions within 3 business hours to everything sent to uofmhosting@umich.edu

  • A response to outages within 30 min during hours of operation

  • Drupal core security updates applied on your behalf

  • “Highly Critical” Drupal security contributed module updates applied on your behalf

  • Highly critical WordPress updates applied on your behalf

 

We expect the following from our customers:

  • Respond to security requests within 24 hours

  • Write and maintain secure code

  • Have a basic understanding of Drupal/Wordpress or LAMP platforms

  • Report all issues between 7 A.M. and 7 P.M. to uofmhosting@umich.edu

  • Keep your sites up to date


Hours of Operation

Our hours of operation are 7 A.M. to 7 P.M, Monday through Friday.  The service is monitored via automated tools and our staff receives notification of outages 24/7/365.  We do our best to resolve all outages within 4 hours of notification, but there is no guarantee of resolution outside of our defined hours above

You can view current service status at: status.uofmhosting.net.

Support

Site support is available on a fee basis and cost is based on our prevailing recharge rate.

After Hours Support

If you would like us to investigate an issue outside of standard operating hours, you may request service by calling (888) 454-8932.  Support fees will apply to all after hours requests.

This level of service is intended to provide assistance with critical outages and should not be used for standard support requests.  Examples of critical outages include:

  • Web server has failed or is inaccessible

  • Web server is compromised

Still have questions?

E-mail us at uofmhosting@umich.edu.