Service Level Agreement Overview
Users of the WordPress Hosting Service are subject to a Service Level Agreement (SLA) which outlines the responsibilities of OIT and the customer, and provides some general information on policies of NC State University. In general, OIT is the owner of the service, but the customer is the owner of the content on the web site. Please be sure to read the SLA for all of the details.
Service Level Agreement
The customer will be responsible for:
- receiving the approval of the site’s URL (third-tier or lower domain names)
- providing OIT with the names, phone numbers, and e-mail addresses of critical contact personnel
- making sure content stored within the website, or requested by the website is in compliance with:
- requirements of University policies,
- FERPA, HIPPA, GLB, ECPA, CFAA and all other applicable federal and state laws regarding confidentiality of information,
- the University’s Computer Use Regulation.
- site maintenance including but not limited to:
- content, including links
- RSS feeds
- user access
Customers of the WordPress Hosted service must be aware of the following rules regarding PCI Compliance:
- This service is NOT PCI-compliant. You are not permitted to accept, receive, or transmit any sort of credit card information through this service, nor may your site link or transmit information to a payment processor.
- If you need to accept credit card information for any purpose, you are required to contact NC State Merchant Services (firstname.lastname@example.org) to arrange for use of the University’s e-storefront service or other Merchant Services-approved options.
If the site’s URL is not registered in the .ncsu.edu domain, the customer is also responsible for:
- registration and payment of domain registration fees and charges
- securing approval for NC State to handle the domain
- Continuing renewal payments for domain registration
OIT will not be responsible for:
- maintaining or creating any content to be delivered by the service (unless otherwise contracted by a separate SLA)
- any copyright infringements caused by the unauthorized use of copyrighted material
- any authorizations, approvals, or payments for non-“ncsu.edu” domains
- migration of any and all content as a function of executing an exit strategy
OIT will be responsible for:
- providing backups
- generating renewal SLA’s and any required accompanying information on an annual basis
- introductory information about getting started with the service
OIT will attempt to answer any and all questions, however there is no guaranteed level of support.
Restrictions on this service
- Customer may not implement a course management service or a mail hosting service
- OIT reserves the right to disable any site that is – in the opinion of the OIT Design and/or Manager of Identity & Web Services (or their designate) – misbehaving, run-away, or consuming excessive CPU resources.
Hosted Site Life-Cycle Overview
Initial Request – All introductory and descriptive information is available at http://wordpress.ncsu.edu and its derivative websites. It is the responsibility of the client to read and understand the requirements and features of the WordPress Hosted Service before submitting a request.
Request Moderation – All requests are individually moderated to ensure that the site purpose matches the capabilities of the WordPress Hosting Service. The approval/denial decision will be discussed as soon as possible with the requester.
Site Deployment – Shortly after approval, the new website will be deployed on the hosting service, and permissions will be granted to the necessary users who will administer the site.
Content Transition – The client is responsible for all content creation on the hosted website. This includes any content migrated from another website. OIT Design does provide content migration services, but this requires a separate fee and service level agreement.
Site Launch – The new website will be launched when the site owner is ready. This may involve changing the site URL from the development version to the real production URL. Upon request, OIT will help facilitate the launch of the new website.
Maintenance – OIT Design is responsible for the maintenance and upkeep of the underlying WordPress code, plugins, and themes. There is no additional cost for OIT’s maintenance of these elements. The client is responsible for the maintenance of the site’s content, and the configuration of any features. OIT Design does offer content maintenance services, however this requires a separate fee and service level agreement.
Site Removal – If a hosted website is no longer needed, OIT Design will facilitate its removal from the WordPress Hosting Service in a timely manner. There should be no expectation of fee reimbursement if the site was decommissioned before the end of the fiscal year. However, OIT Design can discuss this on a case-by-case basis.