Service Level Agreement (SLA) for Enterprise Instructional Technology System Administrator Access


In this article

This document defines the service level agreement for administrative access to UMD Enterprise Instructional technology Systems that includes the Enterprise Learning Management System (ELMS-Canvas, UMD Open Learning), and the ELMS Management Tool (EMT).

Terms and conditions of the Service Level Agreement

Version

Document Owner and Service Provider: Division of Information Services (DIT), Learning Technology Strategy (LTS)
Version:1.0
Date:7-1-2019
Description:Service Level Agreement for Enterprise Instructional Technology System Administrator Access
Author: John Burke

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Agreement overview

This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between the Division of Information Technology, Learning Technology Strategy, and Customer for administrator access to ELMS-Canvas, Open Learning, and EMT.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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

IT Service Provider(s): Division of Information Services (DIT), Learning Technology Strategy (LTS) ("Provider")
IT Customer(s): Customer ("Customer")

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Periodic review

This Agreement is valid for up to one calendar year from the date of acceptance.

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: As needed

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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;

Requirements

Responsibilities and/or requirements in support of this Agreement include:

Service assumptions

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

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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:

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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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ELMS-Canvas Administrator Roles

This section is intended to clarify the ELMS-Canvas administrative roles and their use. Detailed permissions for these roles can be found in the EITS Compliance Procedures.

User roles and associated access summary and assignments.
Role Access summary Assignment
Enterprise Able to have complete access to all users, data, reports, functionality, and configurations ELMS-Canvas system administrator, select DIT ATI staff by ATI Assistant Vice President and Registrar
Deputy Able to have complete access to all users, data, reports, functionality, and configurations Select college/department support staff designated by dean, assistant dean, AVP
Manager Able to support users in specific college subaccounts, can masquerade as users, may be a Blueprint administrator upon request Select DIT ATI staff and college support staff by college director of technology or assistant dean
Executive Ability to manage all aspects of courses offered through UMD Open Learning Select college/department support staff designated by dean or AVP
Researcher Able to access data related to campus-wide outcomes and data related to approved research projects Staff in the Office of Institutional Research, Planning & Assessment Assistant VP, Office of Institutional Research, Planning & Assessment
Canvas Data Portal Manager Ability to add managers, grant admin permissions, download flat files Canvas Data Manager, select data scientists and analysts by Canvas Data Steward (Associate Provost for Academic Planning and Programs)

*Coordinators have unique responsibilities that will granted and governed through a separate SLA.

This section lists sub-accounts in ELMS-Canvas to which administrator assignments can be made. An assignment at the college or department level provides access to all sub-accounts within.

College subaccounts and their associated academic department subaccounts.
College/Non-Academic Department Subaccounts Academic Department Subaccounts
AGNR Agricultural & Resource Economics
Animal & Avian Sciences
College of Agriculture & Natural Resources
ENSP
ENTM
Environmental Science & Technology
Institute of Applied Agriculture
Nutrition and Food Science
Organizations
Plant Science & Landscape Architecture
Sensor Knowledge Center
Veterinary Medicine Program
ARCH ARCH
Organizations-ARCH
RDEV
School of Architecture, Planning, & Preservation
Urban Studies & Planning Program
URPD
ARHU

American Studies
Art
Art History & Archaeology
CINE
Classics
College of Arts & Humanities
Communication
English
FILM
FOLA
GERS
HDCC
HHUM
History
IMDM
IMMR
LACS
LEAD
LGBT
Linguistics
Meyerhoff Program & Center for Jewish Studies
Organizations-ARHU
Philosophy
School of Languages, Literatures, and Cultures
School of Music
School of Theatre, Dance & Performance Studies
SLAA
Women's Studies

BSOS

Afro-American Studies Program
Anthropology
College of Behavioral & Social Sciences
Criminology & Criminal Justice
Economics
Geography
Government & Politics
Hearing & Speech Sciences
HGLO
Joint Program in Survey Methodology
MLAW
MOCB
MSBB
Organizations-BSOS
Psychology
Sociology

CMNS

AMSC
Astronomy
Atmospheric & Oceanic Science
Biology
BISI
BSCI
BUSO
Cell Biology & Molecular Genetics
CBMG
CHEM
Chemical & Life Sciences
Chemistry & Biochemistry
CHPH
College of Computer, Math & Natural Sciences
Computer Science
Entomology
Geology
HACS
HLSC
Inst for Physical Science & Technology
Marine & Estuarine Environ Sci Prog
Mathematics                                                  MSQC
Organizations-CMNS
Physics
PSCI

EDUC

CHSE
College of Education
COPE
Counseling, Higher Education and Special Education
Education Policy and Leadership
HDQM
HESI
Human Development and Quantitative Methodology
Organizations-EDUC
Teaching, Learning, Policy and Leadership
TLPL                                                              WEID

ENGR Aerospace Engineering
A. James Clark School of Engineering
Chemical & Biomolecular Engineering
Civil & Enviromental Engr
Electrical & Computer Engineering
Fire Protection Engineering
Fischell Department of Bioengineering
HACS
HEIP
Institute for Systems Research
Materials Science & Engineering
Mechanical Engineering
MEES
Organizations-ENGR
EXST Office of Extended Studies
Organizations-EXST
GRAD Graduate School
Organizations-GRAD
INFO College of Information Studies
Organizations-INFO
JOUR Organizations-JOUR
Philip Merrill College of Journalism
R.H. Smith

AOL
BMGT
BUAC
BUDT
BUFN
BULM
BUMK
BUMO
BUSI
BUSM
DCW Blended
EMBA
HBUS
OMBA
Organizations-BMGT

School of Public Policy ENPP
Organizations-PUAF
PUAF
SPHL Behavioral & Community Health
Epidemiology & Biostatistics
Family Science
Health Services Administration
Kinesiology
MD Institute for Applied Environmental Health
Organizations-SPHL
PHSC
School of Public Health
TOXI
SVPAPP Academic Services Planning
Office of the Registrar
Organizations-SVPAAP
SVP Sr VP Academic Affairs & Provost
UGST

AAPS
AFROTC-Air Science
Army ROTC
College Park Scholars
CPBE
CPET
CPGH
CPJT
CPMS
CPPL
CPSA
CPSD
CPSF
CPSG
CPSN
CPSS
Division of Letters & Sciences
FIRE
GEMS
HACS
HBUS
HDCC
HEIP
HGLO
HHUM
HLMN
HLSC
Honors College
NEUR
Organizations-UGST
Undergraduate Studies

USG Organizations-USG
Shady Grove Center
VPAA Organizations-VPAA
VP Administrative Affairs

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EMT Administrator Roles

This section is intended to clarify the EMT administrative roles and their use.

EMT administratrive roles and their associated access summary and assignment.
Role Access summary Assignment
Manager

This role has access to all tools in EMT that can be used to support faculty and can act on behalf of any user.
Additional system administration tools are available

This role is assigned by the AVP Academic Technology and Innovation.
It is currently held by select DIT and OES staff that support faculty.
Deputy This role has access to all tools in EMT that can be used to support faculty and can act on the behalf of any user. Approval of this role is the responsibility of college Assistant Deans or Department Chairs.
It is currently held by select college staff that supports faculty.
Support This role has access to select tools to support faculty and staff. Approval of this role is the responsibility of the Manager of the Service Desk and Store.

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UMD Open Learning: ELMS-Canvas Executive

This section is intended to clarify the Executive role as it relates to UMD Open Learning. Organizations that use the payment gateway also need a transaction administrator.

The Executive role and its access summary and assignment.
Role Access summary Assignment
Executive
  • Attend Open Learning training
  • Create course shells
  • Add instructors and other staff to individual courses
  • Create Open Learning course and/or program listings
  • Communicate with instructors about course offering details
  • Manage special case student enrollments and withdrawals including reimbursement if needed.
  • Manage promotions for course offerings
  • Update listings which appropriate information for certificate of completion, course description, image, and teaser
  • Act as the single point of contact with the DIT Open Learning 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 Open Learning including responding to inquiries
  • Reconcile enrollments in Open Learning and ELMS-Canvas as a result of refunds
  • Provide support to participants with enrollment and payment questions
  • OES ONLY: Approve courses for delivery through Open Learning

This role is assigned by the Learning Technology Strategy team in Academic Technology and Innovation.
It needs approval by Academic Deans or Directors.

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