ITS and Distance Learning Blackboard LMS SLA

1 – General Overview

This is a Service Level Agreement (SLA) between the Hudson Valley Community College (HVCC) campus community and the Information Technology Services (ITS) to document:

  • Services for the HVCC Blackboard Learning Management System (LMS)
  • The general levels of response, availability, and maintenance associated with LMS services
  • The responsibilities of ITS as a provider of LMS services
  • The role of Distance Learning staff as support providers of LMS services
  • The responsibilities of the clients receiving LMS services
  • Processes for requesting services on existing LMS facilities
  • Deviations from the standard processes documented in the ITS Campus SLA

This Agreement is valid from May 2015. Review is every two years or as otherwise needed.

2 – Service Description

The Blackboard LMS provides an online presence for academic and administrative services.

The provisioning and management of Blackboard LMS resources is a best effort to provide the customer with the tools for an online experience with sufficient resources for optimal performance and stability.

2.1 – Service Scope

ITS provides Blackboard LMS services that include:

  • Operating System maintenance
  • Product upgrade and maintenance
  • DBA support
  • LMS level backup and restore procedures
  • User, course and organization management
  • Module creation and maintenance
  • Liaison with external publishers

2.2 – Service Level Performance

Support response times will be tracked and reported as part of the ITS Campus SLA.

2.3 – Assumptions

  • ITS works closely with Distance Learning in all aspects of technical support for Blackboard LMS.
  • ITS operates as a Level 2 support agent. Level 1 services are provided by members of the Distance Learning staff.
  • ITS public notifications are in accordance with the Blackboard Notification Procedure.

3 – Roles and Responsibilities

3.1 ITS Responsibilities

  • Operate a reliable, robust and redundant infrastructure to provide a minimum uptime level of 99%.
  • Meet response times associated with the priority assigned to incidents and service requests.
  • Post scheduled maintenance on the ITS Maintenance Calendar.

3.2 Distance Learning Responsibilities

3.3 – Customer Responsibilities

  • Adherence to ITS Policies and Procedures that address the handling of restricted and sensitive data over the wired and wireless network.
  • Reasonable availability of customer representative(s) when resolving an incident or service request.
  • Contacting the ITS CIO for additions or changes in established service levels.

4 – Requesting Service

See the ITS Campus SLA.

5 – Hours of Coverage, Response Times & Escalation

See the ITS Campus SLA.

6 – Maintenance and Service Changes

See the ITS Campus SLA.

7 – Reviewing and Reporting

7.1 – System Performance and Availability Reporting

Blackboard LMS outages are recorded in the Web Services Log and additionally reported based on the Blackboard Notification Procedure.

7.2 – SLA Reviews

The Designated Review 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.

Designated Review Owners:

Sarah Garrand, Interim CIO
Susan Gallagher, Director of Distance Learning
Previous Review Date: May 2015
Next Review Date: May 2017