Open Catalog Service Level Agreement (SLA)


In this article

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

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, Learning Technology Strategy 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This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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:

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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:

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: Learning Technology Strategy

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:

Customer requirements

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

*If using the payment gateway (Authorize.net)

Service provider requirements

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

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:

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:

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:

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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:

Transaction manager roles and responsibilities:

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