Remote OS Support SLA
Remote OS Support SLA
Remote OS Support SLA
1. Introduction
The purpose of publishing this Service Level Agreement (SLA) is to define the service scope and response standards for Remote Operating System (OS) Support. An e-signable SLA can be provided on request as part of service signup.
2. Scope of Agreement
The following Operating System Support services are provided in order to ensure a stable and performant Moodle/IOMAD application.
3. Services automatically provided under this SLA
| OS patching | Operating System (OS) patching for security and bug fixes. |
| Software configuration | Configuration of the software required to host a Moodle/IOMAD site, including but not limited to Apache web server software, MySQL/MariaDB database server software, and PHP software and packages. |
| Firewall configuration | Configuration of firewall software and any other required changes to provide a secure and performant Moodle/IOMAD solution. |
| Issue identification | Identifying issues with performance or availability of the Moodle/IOMAD application using the system logs. |
| Nagios Monitoring | 24×7 monitoring of servers via Nagios to identify potential issues and actual issues before they can cause interruptions of service. |
| Out-of-hours monitoring | Out-of-hours monitoring and subsequent fault reporting will be automatic and provided to the client. |
| Server backups monitoring | Where explicitly agreed in writing, monitoring of server backups and quarterly DR testing. |
| Infrastructure management | Where explicitly agreed in writing, managing hardware and configurations of virtual machines and other required infrastructure to ensure a stable and performant Moodle/IOMAD application.
PLEASE NOTE: This does not include systems for which ELD does not have responsibility. |
4. Services provided on request under this SLA
The following service can be provided in response to a direct request from the Client:
| Server OS software upgrades | Upgrades of server OS software to new versions will be carried out at the request of the Client, where there is an available upgrade path and sufficient testing has already been performed to ensure no issues. |
5. Services not provided on request under this SLA
This agreement does not cover the following requests:
Evaluation of new software or hardware for use with the Client systems
This includes systems developed outside of the Client, such as third-party systems, or systems developed by the Client.
Procurement of new software or hardware
All software and hardware that is not directly provided by ELD is the responsibility of the Client.
On-call support management
ELD support staff are not required to be on-call. If the Client requires ELD support staff to be on-call for any purpose, then the Client shall be charged for this service at on-call rates.
Assistance with application usage with unsupported or non-standard hardware or software
As the use of unsupported or non-standard hardware or software often results in unexpected behaviour of otherwise reliable systems, ELD will not provide assistance with application usage if unsupported or non-standard hardware or software is involved.
Additional services not covered by this support agreement:
Server backups
New or added interfaces to other systems (such as integrations with other systems)
Intranet/Internet “front ends” to existing systems
Modifications to existing code
Report generation, if reporting tools exist for applications
Training requests and development tasks
6. Definitions
Support Request
For the purposes of this agreement, a Support Request is generally defined as a request for support in response to service interruption or a request for assistance that involves no modifications to application code, such as a question.
Level of Support
Under this agreement, a Client has determined that a normal level of support is appropriate (i.e., within ELD’s normal business working hours): 9:30 AM-5:30 PM UTC/UTC+1 Monday–Friday. Normal level support is provided via email/ticket. This level of support performs code corrections if required to resolve a problem (unless there is already a bug fix available in a newer release or patch available).
Levels of Response
| L1 | High | Loss of service, security breach, or loss of data. Respond within 1 hour and aim for resolution within 4 hours total. |
| L2 | Medium | Impacting user experience/support staff, preventing them from doing their normal tasks. Respond within 2 hours and aim for resolution within 6 hours total. |
| L3 | Low | Other requests, such as upgrade enquiries, or questions related to ELD services. Respond within 4 hours and aim for resolution within 8 hours total. |
PLEASE NOTE: Response and resolution times depend on the ability of ELD to access the Client’s remote server. Should access be unavailable, the SLA shall be paused.
7. Support Request Contacts
| Helpdesk | https://helpdesk.e-learndesign.co.uk |
| helpdesk@e-learndesign.co.uk | |
| Phone | 0845 474 4512 |
PLEASE NOTE: International clients lodging support requests should note that requests logged outwith normal ELD working hours will not be processed until the next working day.
8. General Terms and Conditions
In order for ELD to provide support, the necessary and appropriate access must be provided by the Client to ELD.
In order to make this agreement operational, all necessary approvals between ELD and the Client must be in place.
All ELD Terms & Conditions apply.
