Pantheon Drupal Hosting Terms & Conditions Service Level Agreement


Table of contents

This document outlines the services provided and the roles and responsibilities of DIT and Site Owners using self-service Pantheon Drupal hosting. Site Owners must review and acknowledge this document before launching their sites.

Service description

DIT has partnered with an off-campus vendor, Pantheon, to provide self-service web hosting to the UMD campus community. DIT has negotiated reduced rates and access to Pantheon diamond support for our sites participating in this program.

Pantheon provides tools and services for Drupal website development. Their offerings may expand to include other content management systems in the future.

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Documentation and support

Site Owners who opt to use this service should have the technical knowledge and skills to build and maintain their own sites. Pantheon maintains extensive documentation. See Pantheon documentation topics for details.

Support summary

For all other questions, Site Owners must use their own resources, publicly available resources, or third-party vendor resources.

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DIT response time

The expected response time for new site requests, billing inquiries, and other routine support requests is within 2 business days. We will respond to reports of large-scale unscheduled outages as soon as possible during normal business hours.

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Roles and responsibilities

Definition of roles

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Summary of roles and responsibilities

This chart indicates whether a given role has any hands-on responsibilities for an aspect of Pantheon hosting.

 

Site owner

DIT Platform Engineering

Pantheon

DIT NOC

Initial site creation

Yes

Yes

No

No

Site building

Yes

No

No

No

Initial site launch

Yes

Yes

No

Yes

Domain name changes

Yes

Yes

No

Yes

Billing changes

Yes

Yes

No

No

Site retirement

Yes

Yes

No

Yes

Hosting technical support

Yes

No

Yes

No

Drupal technical support

Yes

No

Yes

No

Training

Yes

No

No

No

Authentication

Yes

Yes

No

No

Applying core updates (Dev)

No

Yes

No

No

Applying core updates (Test/Live)

Yes

No

No

No

Applying other code updates (Dev)

No

Yes

No

No

Applying other code updates (Test/Live)

Yes

No

No

No

Backups

Yes

No

No

No

Site outages/downtime

Yes

No

Yes

No

Large-scale outages/downtime

No

Yes

Yes

No

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Plans, rates, and billing

Pantheon offers multiple levels of service. Higher levels of service provide faster performance, more features, and improved availability in case of scheduled maintenance or unscheduled outages. All plans include Pantheon Diamond support. For plan limits and pricing, see Drupal Hosting.

Site owners are billed monthly for hosting.  Site utilization will be reviewed every 6 months in April and October and the associated plan adjusted if needed. Site owners and KFS budget owners will be notified for approval of these changes.

Site owners may terminate service at any time. Terminations and other billing changes will take effect in the next monthly billing cycle after the request is received. Requests made within 5 business days before the end of the billing cycle may require one more cycle to take effect.

Charges are not prorated.

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