Web Development & Hosting

Websites Service Level Agreement (SLA)

This agreement covers thIncident Type e service level for the provision and support of the Websites Service provided by Quorium Solutions. This agreement remains valid until revised and will be reviewed at least annually by the Service Owner.

Service Description

The Websites Service provides solutions to build and manage websites and content in order to facilitate the exchange of information on the internet. This service is intended for public-facing informational content in support of Clients of Quorium Solutions.

Service Offerings

Web Content Management  

The Web Content Management provides an easy-to-use interface that allows users to author, administer, and manage web pages.

NOTE: Quorium Solutions currently maintains accounts with 2 web hosting service providers; Amazon Web Services (AWS) and Hostmedia.co.uk.

Included Services:

  • Website support, such as bug fixes and access changes, for one instance of the website, for the duration of this agreement.
  • Creation and maintenance of Standard Content types and the Standard Theme

Cost:

This will be operated at a cost that will be agreed upon by Quorium Solution and the Client.

Service Levels:

Standard Website Service:

The Standard Website service level is offered to fill the most common types of website requests from the broadest range of university departments and planning units.

Standard Website Service Includes:

  • New websites and website additions of any size or scope utilizing the Standard Theme and Standard Content Types:
    • Planning and coordination for the project.
    • Creating the shell website layout using the Standard Theme and Standard Content Types
    • Performing design, build, and accessibility quality assurance reviews of sites and pages prior to deployment.
    • Training for Content contributors.
    • Granting access to content contributors.
    • Establishing redirects in support of site launches
    • Indexing of site to collect, parse and store key information to facilitate searching of web pages and documents
    • Embedding of Google Analytics code on the website.
    • Creating designs that conform to the Standard Theme.
    • Formatting of provided content and images to fit with existing Standard Content Types.
  • • Minor enhancements and support of existing websites:
    • Application or removal of Standard Content Types
    • Identifying and troubleshooting bugs and problems.
    • Granting and removing content contributors.
    • Decommissioning and exporting website content.
    • Training for content contributors.

Cost:

This will be operated at a cost that will be agreed upon by Quorium Solution and the Client.

Designated Website Owner:

Each Client must designate one Application Owner for each software project who can authorize the maintenance of the project.

Basic Website Service

The Basic Website service level is offered to provide a framework to rapidly create very simple, templated new websites for Clients that have limited resources and modest website needs. Significant limits are placed on the scope and features offered under this service level to ensure a predictable workload. No changes to the basic layout of the Standard Theme or Standard Content Types will be permitted. Subsequent requests for enhancements and updates in excess of the activities listed below are not covered under the Basic Website service level and instead fall under either the Standard Website or Custom Website service level, depending on the nature of the request.

Basic Website Service Includes:

  • Creation of a single, new basic website using the Standard Theme, Basic Page,
    • The homepage of the website may include a full-page width “hero” image.
    • The website may include internal Basic Pages. All internal pages will be identical in layout and content types. No changes to the basic layout of the Standard Theme or Standard Content Types will be permitted.
    • Quorium Solutions will create up to 10 pages for the creation of the site. Editors will be able to create unlimited additional pages.
  • Granting of access to the website editor for up to 3 content contributors.
  • Embedding of Google analytics code on the website.
  • Indexing of the website to collect, parse and store key information to facilitate fast and accurate searching of web pages and documents.
  • Content contributor training as needed. Self-guided training will be provided via the Quorium Solutions website.

Cost:

This will be operated at a cost that will be agreed upon by Quorium Solution and the Client.

Custom Website Service

The Custom Website Service is offered to meet unique or special Web Application needs of Clients which are not included in the Standard Website or Basic Website services. The Custom Website Service can be requested through Quorium Solutions Custom Services.

Custom Website Service activities may include but are not limited to:

  • Creation of web design objects such as image objects, custom designs for standard content types, views, and custom module functionality.
  • Custom theme and site design.
  • Installation and support of 3rd-party modules.
  • Creation of new content types.

Cost:

The Custom Website Service is operated on a cost-recovery basis. Because each custom request is unique, the Custom Website Service is used to provide a quote for the full costs of the initial implementation, ongoing support, and maintenance, as well as any recurring annual costs.

Resource Management:

Requests are serviced in the order in which they are received.

Website Inactivity and Deactivation:

Websites that are not updated for a period of two years will be deactivated and deleted. Notice will be given to the Application Owner at least 90 days in advance of the deactivation. Site owners may request an exception to the deactivation from the Service Owner.

Project Inactivity and Deactivation:

If at any time during a website project there is no response from the Customer for 30 days, after the expiration of the date of service, the service request or project will be closed and marked as abandoned. Any work that has been done by Quorium Solutions on the Web Project may be removed. If the Customer wishes to re-open the project, it will be placed at the end of the prioritization queue.

Backups & Data Retention

All Web Projects include “Revisioning” which allows content contributors to compare current and previous versions of each page and revert a page to a previous version as needed.

Supported Web Browsers:

Websites and web projects developed by Quorium Solutions will be supported in the current desktop and mobile web versions of the following web browsers:

  • Google Chrome
  • Microsoft Edge
  • Apple Safari
  • Mozilla Firefox

While other browsers and versions of the supported browsers may work, Quorium Solutions does not guarantee all functionality will be useable in non-supported browsers.

Eligibility:

This service is available to all Clients of Quorium Solutions. All software projects must be sponsored by a Client with budgetary authority, and that person agrees to take responsibility for the content and oversight of that project.  

Customer Responsibilities:

The customer/client is responsible for the following activities associated with each software project:

  • Creating, updating, and posting website content.
  • Approving of website designs and website launches.
  • Storing archives of decommissioned websites.
  • Allocating sufficient time to collaborate and continuously engage with Quorium Solutions throughout the entire software project.
  • Designating Website/Project Owner(s)

Resource Management:

Requests are serviced in the order in which they are received. Website projects that are not updated for a period of two years will be deactivated. Notice will be given to the site owner at least 30 days in advance of the deactivation. Site owners may request an exception to the deactivation from the Service Owner. Sites that become deactivated will be permanently deleted 30 days after deactivation. This service does NOT provide unlimited disk space for online storage, backups, streaming media, or archiving of electronic files, including historical audio/video files of lectures, documents, log files, etc., and any such prohibited use of this service may result in the termination of Customer's account, with or without notice.

Service Hours and Availability

Websites:

All websites service offerings are available 24 hours a day, 365 days a year with a comprehensive uptime, inclusive of both planned and unplanned service interruptions, of 99.6%. Not more than 15 hours of unplanned downtime will occur during a fiscal year and unplanned downtime will not occur in any continuous timespan longer than 4 hours. 

Support:

  • Service Requests will be addressed Monday – Friday, between 8am and 5pm GMT+1 (normal business hours), exclusive of holidays, with response and resolution times as described in Response and Resolution Commitments below.
  • Incident resolution is available 24 hours a day, 365 days a year, with response and resolution times as described in Response and Resolution Commitments below.

Response and Resolution Commitments

Incidents and Service Requests will be assigned a priority, determined by Quorium Solutions in collaboration with Customer, based on the impact and urgency, as defined below. Quorium Solutions's response to high priority requests or incidents may delay responses to other requests

  • Impact: Company loss and potential damage (e.g. financial, staff, regulatory, security, reputation, brand) caused by the incident.
  • Urgency: Speed at which the Quorium Solutions expects the incident to be resolved

Incidents and Service Requests must be submitted through email to support@quoriumsolutions.ng or calls to the Service Desk at +234-81-8869-3356. Requests submitted through other channels are not covered by this agreement.

A Service Request means any request made by a Customer to Quorium Solutions for routine operational support, modifications, and additions. Service Requests are managed on a first-come, first-served basis.

An Incident means an outage or degradation of the normal functionality of the service where it is malfunctioning.

If an Incident or Service Request is not responded to with the response times outlined below, the Customer may escalate by directly contacting the Service Owner. Please refer to the ticket number when escalating

Incident Response and Resolution Times

Incident Type Initial Response Time* Resolution Time*

High Priority Incident
Outages impacting multiple service offerings, entire segments of the infrastructure or high traffic / high visibility websites.

 

Hour During normal business hours

4 Hours Outside normal business hours

4 Hours During normal business hours.

8 Hours Outside normal business hours.

Low Priority Incident 1 Business Day 2 Business Days


* From the time Quorium Solutions is made aware of the issue.

Service Request Response and Resolution Times

Service Request Type Initial Response Time* Resolution Time*

High Priority Service Request

 

 

 


 

 

4 Hours During normal business hours

8 Hours Outside normal business hours

 

 


 

8 Hours During normal business hours.

12 Hours Outside normal business hours.

 


 

 

Low Priority Service Request
This includes Web Standard and Basic Website maintenance activities, Custom Web Addresses, and Static and Personal Website provisioning.
 

2 Business Days


 


 

5 Business Days

 

 

 

New Standard Website Service Request
New sites and significant site redesigns.

 

 

 


 

2 Business Days

 

 

 

 

 

 

Varies according to site size, and complexity. Within 10 business days of initial response, Quorium Solution will schedule a discovery meeting. Initial effort estimate and approximate resource scheduling availability will be provided within one month of the Standard Website request. The actual schedule, execution, and delivery of the site are dependent on agreements between Quorium Solution and the Customer.
New Basic Website Service Request 2 Business Days
 
5 Business Days
 

Cost Recovery Service Request
 


 

2 Business Day
 


 

Varies according to the service requested and resource availability. The resolution time will be provided with the project charter for a cost-recovery service request.

 

 


* From the time Quorium Solutions is made aware of the issue.

Support Contact Information

To make a Service Request or report an Incident, the Customer must create a ticket in the IT Help Desk ticketing system. Please provide information that the report is for a Websites Service customer along with the website name and specific page URL. One of the following methods may be used for creating a ticket:

It is advised to call the service desk for High Priority Incident tickets.

How We Communicate with Customers

Depending on the request we use following methods:

  • IT support ticket platform
  • Phone for urgent incidents (as necessary).
  • Email

Billing

Customer will be billed based on the schedule below. Any billing questions should be directed to the Service Owner.

  • Web Standard Website Service: Billed annually for the next year's overage usage.

Rates are calculated by Quorium Solutions to achieve cost recovery and approved by their platform service providers. Items not covered in this SLA are subject to additional charges,