This document contains the complete Service Level Agreement (SLA) between the parties and shall not be changed, amended or altered except in writing and signed by each party. This document shall be in effect until June 30th of the following calendar year.

Version

Version	Date	Description	Author
2.0	4-3-2019	Service Level Agreement for Canvas Catalog	John Burke

Approval

By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.

Approvers	Role
DIT LTS	Service Provider
Dean/AVP*	Customer

• College requires dean approval; non-academic area requires AVP approval

Catalog administrators

By signing below, all Catalog Administrators agree to all terms and conditions outlined in this Agreement.

Name	Role
Primary CA	Catalog Admin
Secondary CA	Catalog Admin

Transaction managers (Optional)

By signing below, all Transaction Managers agree to all terms and conditions outlined in this agreement.

Name	Role
Primary TM	Transaction Manager
Secondary TM	Transaction Manager

KFS number (Optional)

Please provide a KFS Number and Object Code below, if you intend on using Catalog to distribute funds from Catalog back to your department.

Department name

KFS number

Object code

Business manager

 

Agreement overview

This Agreement represents a Service Level Agreement (SLA or Agreement) between Division of Information Technology, LTS and Customer for the use of Canvas Catalog

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

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Goals and objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

• Provide clear reference to service ownership, accountability, roles and/or responsibilities.
• Present a clear, concise and measurable description of service provision to the customer.
• Match perceptions of expected service provision with actual service support & delivery.

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Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

• IT Service Provider(s): Division of Information Services (DIT), LTS (Provider).
• IT Customer(s): Customer (Customer).

Periodic review

This Agreement is valid for one calendar year for the date of acceptance. This Agreement should be reviewed once a year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. 

The Business Relationship Manager (Document Owner) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

Business relationship manager: LTS

Review Period: Yearly

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Service agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

Service scope

The following Services are covered by this Agreement:

• Canvas Catalog – including Authorize.net.
• Canvas.

Customer requirements

Customer responsibilities and/or requirements in support of this Agreement include: 

• Identify Catalog Administrators.
• Attend training.
• Approve courses for delivery through Catalog.
• Manage all aspects of Canvas course creation and offerings through Catalog.
• Marketing and promotion of courses offered through Catalog.
• Payment for non-UMD use of Catalog at the agreed interval.
• *Manage payments with the Office of the Bursar.
• *Manage refunds.
• Adhere to Guidelines for Using Catalog, attachment A=

*If using the payment gateway (Authorize.net)

Service provider requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

• Access to Canvas Catalog.
• Create Catalog sub accounts and assign Catalog Administrator(s).
• Training and Support for Catalog Administrator(s).

Procure and configure payment gateway if needed.

Appropriate notification to Customer for all scheduled upgrades and maintenance.

Service assumption

Assumptions related to in-scope services and/or components include:

• Changes to services will be communicated and documented to all stakeholders.

Service management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

Service availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

• Catalog, including ELMS-Canvas and Authorize.net are available 24/7/365.
• Catalog Administrator telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday.
• Catalog Administrator email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday.
• Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.
• Authorize.net Support Hours: Monday through Friday, 6 AM to 5 PM Pacific time (closed major holidays).
• Contact Authorize.net Support by phone: 1-888-437-0481.
• Email: resellersupport@authorize.net
• Authorize.net Online Chat: Log into the Reseller Interface and click on Live Help.
• Catalog Administrator onsite assistance guaranteed within 72 hours during the business week.
• Student support on Canvas issues available 24/7 through Canvas Support.
• Faculty support on Canvas issues available 24/7 through Canvas Support and UMD Service Desk from 8:00 am – 5:00 pm during the business week.
• Faculty instructional design support is available from 8:00 am – 5:00 pm during the business week by emailing itsupport@umd.edu or by calling 301-405-8702. 

Service requests

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

• 0-8 hours (during business hours) for issues classified as High priority.
• Within 48 hours for issues classified as Medium priority.
• Within 5 working days for issues classified as Low priority.

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Guidelines for using catalog

Catalog is used in concert with UMD ELMS-Canvas to deliver courses not associated with a UMD degree to students, staff and faculty and those not associated with the university in any way. These courses can be offered free of charge or bearing a cost to students.

The primary or secondary Catalog Administrator assumes full responsibility for the approval, creation and ongoing administrative management of courses offered through Canvas Catalog. See below for specific responsibilities.

There is no usage fee for free or paid courses offered to the UMD students, staff and faculty. The usage fees for non-UMD registrants, regardless if the course is offered free or paid, are listed in the table below. The Division of Information Technology will be reimbursed on, an quarterly basis, for the use of Canvas Catalog according to the following cost structure >The cost per student will be used to offset the cost of:  the annual subscription to Catalog, transaction fees for the payment gateway, fees from Bank of America Merchant Services (BAMS), and fees from credit cards used to pay for courses.) Amounts to be billed will be sent to the Customer and/or Business Manager in a spreadsheet which will be included in the KFS billing..

Number of Student Enrollments	Cost per Student	Maximum Cost
1 - 2000	$7.00	$14,000
2001 - 5000	$5.00	$25,000
5001 – 10,000	$3.00	$30,000
Over 10,000	$2.00	No Maximum

Support for students using Catalog is only provided through Canvas Support.

Student support for registration and course related questions will be directed to the Catalog Administrator. Instructors and other UMD staff can seek support through the UMD Service Desk as well as from Canvas directly.

Canvas configuration modifications and new third-party integrations require the approval of the DIT Canvas Catalog team.

Colleges/departments are responsible for customization in their sub-accounts; ie as custom certificates, interface designs and user defined fields. DIT Canvas Catalog team will provide consultation on issues such as this.

Currently, Catalog Administrator are able to see and make changes to other college/department offerings. Catalog Administrator agree to only view and make changes to their own offerings.

There are some global settings and branding that must be observed. Some examples include global branding, payment gateway, and performance configuration settings.

Catalog administrator roles and responsibilities:

• Attend Canvas Catalog training.
• Approve courses for delivery through Canvas Catalog.
• Create course shells.
• Add instructors and other staff to individual courses.
• Create Catalog course and/or program listings.
• Communicate with instructors about course offering details.
• Manage special case student enrollments and withdrawals including reimbursement if needed.
• Manage customization to college/department Catalogs.
• Act as the single point of contact with the DIT Canvas Catalog team.
• Respond to, or pass on to appropriate college/department personnel, student questions about registration and course content.
• Manages all marketing efforts, inside and outside of Catalog including responding to inquiries.
• Reconcile enrollments in Catalog and Canvas as a result of refunds.

Transaction manager roles and responsibilities:

• Attend Canvas Catalog training.
• Monitor transactions.
• Issue refunds and manage all communications with students.
• Manage payments and dispersals.

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