Service Level Definition: Web Hosting

Description

The CIO Web Hosting service provides College of Education units and individuals a place (a host server) from which to host a web site or sites relevant to their work with the College of Education.

For more details on the service, see "what can I expect of this service" below, or see the CIO Web Services web page .

Who can use this service?

Any College of Education entity (group, unit, department, course, project), employee or student is eligible. Associated groups or individuals are also eligible at the discretion of the Associate Dean of Administration and Technology.

How does one request this service?

Staff and Faculty may create their own personal web folders from the College Intranet at https://www-s.ed.uiuc.edu/intranet/webs/ .

The creation of personal web folders for students (Student User Web Folders) can only occur while they are enrolled in a course led by instructors trained in the use of the Student User Web Folders administration interface. For more details, please refer to the CIO User Web Folders policy page .

To submit a request for a web site for your group, please contact John Barclay.

Feel free also to contact User Services at 265-6053 between 8am and 5pm, M-F.

What is expected of me and my unit?

Patrons must have a commitment from the unit executive(s) to the relevant resources required to implement and support the site including possible fees and appropriate staffing and training for...

  • planning and coordination
  • web site development, implementation
  • web site maintenance

The unit will be expected to provide staff to fill the following roles which may be met by one, or by many individuals depending on the complexity and size of unit and/or site:

  • Site Contact/Manager: Knows who is responsible for what roles and what pages. Primary liaison to CIO.
  • Content manager(s): Knows when/what should be created, edited, or removed throughout site or portion of a site
  • Content editor(s): Edits all or some pages on site
    Required skill: Facility with web editors such as Contribute and/or Dreamweaver
  • File editor(s): Moves/deletes files and folders on web server
    Required skill: accessing, navigating, and making changes to the files and folders on the web server as needed.

Other requirements and expectations...

  • All individuals needing to edit content will require the use of their UIUC AD account and password.
  • If your site is a department or unit web site, you may be required to follow the College's web site templates.
  • Sites should follow any applicable UIUC guidelines and copyright laws.

Unit will be asked to identify the following to facilitate communications regarding changes or disruptions to the web site or the service:

  • Name of site contact(s)
  • Preference of contact method (email, phone, pager, etc.)

When appropriate, the patron may be expected to articulate a plan for developing and maintaining the site and supporting its intended audience to ensure that responsibilities of patron unit and CIO are clearly defined.

For direct service fees, see cost section, below.

What can I expect from this service?

You can expect...

  • An assessment of your needs as appropriate and recommendations based on your needs, our infrastructure, and best practices
  • A highly available web hosting infrastructure for your web site (see "When will my web site be available for use?")
  • (under construction) Log analysis for any site other than Course and User Web Sites
  • College web widgets and templates such as faculty and staff listings, customized error pages, customized search pages. Some of these may require implementation of College design templates.
  • Support and Training (see "What kind of assistance is available?" below)
  • Timely responses to your enquiries and feedback

Administration of the hosting infrastructure includes the following:

  • Computing resources on an CIO server in a climate controlled environment with appropriate power, network and storage infrastructure.
  • Server administration including configuration, maintenance and tuning, web site management, SSL certificate support
  • Application environment administration including maintenance, access privileges and security -- application environments include ASP.NET, ASP, SSI, Cold Fusion

Problem response: Responses to problems, requests or feedback submitted by contacts can be expected within 24 hours. Resolution is dependent upon type of request and our ability to respond to it.

  • In the event of an emergency, contact the TLC during business hours for appropriate routing.
  • Emergencies are service interruptions during periods of critical availability and will be addressed immediately.
  • Non emergencies such as service enhancements or issues with workarounds will be addressed only as time permits.
What are the limits of the service?

This service offers a place to host your web site. CIO, through this service, will not design web pages, edit web content or program applications on your site unless contracted to do so. (See CIO's Custom Solutions Service )

Users are limited to 100MB of disk space on the web server. This is a per-user limit, not a per-folder limit. Requests for quota increases must be accompanied by justification from site contact. Part of the justification must include a report on an attempt to remove any unnecessary or inappropriate files. For more details, see <web page policy?>.

User Web Folders expire according to User Web Folder policy .

When will the hosting service be available for use?

The web site will remain available except during system or other dependency failures or when routine maintenance is required. Routine maintenance, including OS and environment updates and patches will be performed as needed during scheduled maintenance periods:

Maintenance periods: Daily 11pm-7am (negotiable)

Further, the contact will be asked to identify times of critical availability to help us make judgment calls regarding availability during crises.

How and when will patron be notified of changes or disruptions to this service?

How can I determine the status of issues the service?

Service interruptions and outages will be published to the CIO web site under Service Alerts.

When possible, unit contact(s) will be notified 24 hours in advance of interruptions as arranged.

User Services at 244-6053 will also be kept aware of any issues with the service.

Service changes will be coordinated with contact.

What kind of assistance is available?

Consultation with patron on…

  • Needs assessment
  • Best practices for our environment
  • Problems with web pages

Documentation, training and support for:

  • how to access your web site's filespace
  • how to edit and publish your web site
How do I get help?

Documentation is available from the CIO web services page .

Training and support are available from User Services at 244-6053.

Feel free also to submit a request via email.

Dependencies on other services

File Services, CIO

SQL Server (where applicable), CIO

Server and Network Infrastructure, CIO/CITES
Cost

To Be Determined

Date created November 17, 2003
Date reviewed November 17, 2003