The Course Production Support Service offering provides support for course development, redesign, and maintenance through course quality exams, program and schedule updates, course module development, course copy, and course link updates. “Service Level” means the standard set forth below by which Supplier measures the level of service it provides in this SLA. Unicorn offers a very robust service, the service level for LMS availability is 99.75% based on 24 hours x 365 days, with no planned or planned downtime. Purpose This document formalizes an agreement between LAN Management Services (LMS) and the departments of Vanderbilt University. It defines the appropriate procedures, requirements, and service levels to provide consistent support and service delivery by the Lan Management Services (LMS) team. In this document, the customer is defined as the one who pays for the services (usually a department). Scope This Agreement applies to customers who use our cafeteria plan service and use desktop management, server management, desktop hosting, and storage and backup services. This Agreement does not apply to customers who use human resources and consulting services. Service Level Requirements The hours of service in this Agreement are Monday to Friday from 7:30 a.m. to 4:30 p.m.m.m. Incidents reported outside of normal business hours follow on-call procedures. LMS prioritizes incidents based on impact and urgency. For examples, see Appendix A.
Priority-based service level objectives Table 1 Assumptions about the services and/or components involved include: Support costs Support costs are addressed in the cafeteria plan cost worksheet. Measuring Service Results The following measures are implemented and maintained by the service provider to ensure the delivery of IT services to the client. Measurements are collected weekly and are available upon request. Service Results Table 3 This is not an exhaustive list. For more information on these service offerings, see the ILO Service Catalogue and the full Service Level Agreement (SLA) for Teaching and Learning. The offering of instructional technology services provides a consultative approach to support our campus stakeholders in the research and selection of academic technological tools, assistance with course development and maintenance, the introduction of new academic technologies on campus, the audio and video production of courses, the support of interactive learning content and the creation of pedagogically instructive teaching and learning environments Solid. The Digital Course Materials service uses technological tools that give students access to affordable course materials. There are two different areas of intervention supported in this service offer: inclusive access and OER (open educational resources). Ohio`s digital course material/including access management platform is VitalSource.
It covers the proper functioning of the web-based e-learning platform provided and hosted by ScholarLMS in our e-learning management system for clients (“LMS”, “Website”). Effective support for the services in question is the result of maintaining consistent service levels. The following sections provide relevant details about service availability, service monitoring in scope, and related components. Incident reports The customer can report incidents by contacting the help desk at 3-HELP or via the Employee Self Service (ESS) page. If a customer feels that an incident is not being handled properly, they can contact 3-HELP`s support department and escalate the incident. After the escalation, the supervisor contacts the customer within 30 minutes during normal business hours. Projects that have a broader scope, such as moves or changes to a particular department, require additional use of resources and a managed or coordinated approach. In order to facilitate these large-scale projects, the client undertakes to report these projects at least 2 weeks before the required start date.
These types of projects include, but are not limited to, new application installations, departmental moves or relocations, system reconfigurations, new full system implementations, or multiple desktops/laptops. On-demand procedures On-demand incidents are incidents reported outside of normal business hours. A high- or high-priority incident requires a maximum of 15 minutes to respond to the customer by phone and one hour and 15 minutes to be on-site and work to resolve the incident. All other medium or low priority incidents are handled during normal business hours. Vendor Exceptions Ohio`s plagiarism detection tool examines submitted documents against its database and the content of other websites in order to identify plagiarism and return the results to students and faculty. This service is available both through the LMS and through a standalone software application. OHIO`s preferred LMS also provides an integrated solution for academic integrity checks via SafeAssign. Ohio`s plagiarism detection tool is Turnitin. Exceptions to maintenance and support services are as follows: This Agreement constitutes a service level agreement (“SLA” or “Agreement”) between ScholarLMS (“ScholarLMS”, “we”, “us” or “our”), whose unified resource locator is “www.ScholarLMS.com”, and our customer (“Customer”, “Customer”, “you”, “your”) for the provision of IT services designed to support and maintain web services provided and hosted by ScholarLMS.
An eLearning platform is needed. .
