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 HITS Service Desk at 734-936-8000.
Our customer should expect the following from us:
A response to all questions within 3 business hours to everything sent to firstname.lastname@example.org
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 email@example.com
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.
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 firstname.lastname@example.org.