1. UIUC Web Hosting SLD/SLA
CITES Service Level Definition/Agreement
This template provides a general description of the intent of the service level
agreement (SLD/SLA) as well as the customers, users, approval and review process,
and a definition of the terms used in the document.
Table of Contents:
1.0 Statement of Intent
1.1 Approvals
1.2 Review Dates
1.3 Time and Percent Conventions
2.0 About the Service
2.1 Description
2.2 User Environment
3.0 About Service Availability
3.1 Normal Service Availability Schedule
3.2 Scheduled Events That Impact Service Availability
3.3 Non-emergency Enhancements
3.4 Change Process
3.5 Requests for New Users
4.0 About Service Measures
1.0 Statement of Intent
This service level definition/agreement (SLD/SLA) documents the characteristics of
an IS service that is required by a business function as they are mutually understood
and agreed to by representatives of the customer groups. The purpose of the
SLD/SLA is to ensure that the proper elements and commitment are in place to
provide optimal data processing services for the business function. The customer
groups use this SLD/SLA to facilitate their planning process. This agreement is not
meant to override current procedures, but to complement them. Service levels
specified within this definition/agreement are communicated on a monthly basis to
the customer group representatives.
1.1 Approvals
Table A.1 shows which business groups and IS groups share ownership of the
service, and their representatives have reviewed and approved this SLD/SLA.
Ownership Type Organizational Group Representative
Business Unit or Customer UIUC None
IS Services CITES DS Richard Williams
Computing Services DS Technical Services Alex Breen

2. Table A.1 Organization Representation
1.2 Review Dates
Last Review: 4/18/07
Next Review:
1.3 Time and Percent Conventions
This SLD/SLA uses the following conventions to refer to times and percents:
• Times expressed in the format "hours:DRminutes" reflect a 24-hour clock in
the central standard time zone.
• Times expressed as a number of "business hours" include from the hours
from 8:30 to 17:00.
• Times expressed as a number of "business days" include business hours,
Monday through Friday, excluding designated holidays.
The symbol "---" indicates that no time applies in a category (for example, no
outages are scheduled for a day).
2. About the Service
This section provides a description of the service and the user community, including
their physical location.
2.1 Description
DS (Departmental Services) offers departments and units at the University of Illinois
the option to host websites from DS supported web servers. The following service
matrix defines the web hosting service:
Features Plan Charges
Website Hosting fee $450/year
One-time setup fee None
Data transfer (MB/month) Up to 10GB/month
Disk space (MB) 500
Email account/forwarding $5/month/account
options
Web usage statistics Default web site analysis available at
no additional cost.
UPS power backups Yes
Daily backups Yes
Customer support (email, HOSTING@AD.UIUC.EDU
phone?)
Support via CGI local directory No
Active Server Pages Yes
Perl scripts (Active Perl version Yes, simple script execution
5.8.4.810)

3. .NET Framework Version 1.1, Version 2.0 and Version
3.0
FrontPage Server Extensions Yes
SSL secure server Require purchase of certificate.
SQL database support $450/yr See database hosting SLA
Additional disk space $25/500MB
Additional data transfer $10/GB/month
(MB/month)
Bluestem (version 1.1.2b) Yes
Billing:
Billing is done at the start of every fiscal year. New hosted sites that join in the
middle of the fiscal year will have their fees pro-rated. Hard limits are not currently
placed on disk space and data transfer. A baseline cost based on disk space will be
assessed at the beginning of the fiscal year. Disk space and data transfer usage will
be monitored on a monthly basis. Clients will be notified of their utilization in a
monthly web site analysis that they receive. A grace period of one month is applied
to every client that exceeds their allocated disk space and data transfer. This means
that a client is only charged for additional disk space and data transfer after two
consecutive months above the allocated limits. This additional amount (based on the
previous matrix) is then charged to the unit via a mid-fiscal year invoice. If a client
falls below a purchased disk space utilization level, that reduction in cost will be
reflected in the baseline cost calculated at the start of each fiscal year.
Hardware:
The hosting servers are multiprocessor 2.8GHz Xeon systems with 3GB of RAM,
running Microsoft Windows Server 2003 R2, and Microsoft IIS 6.0 web server. The
servers are fault tolerant with RAID (0+1) and redundant power supplies. The
servers are located in the CITES data center at DCL. The service has been designed
for minimal downtime, but we don’t guarantee 24x7 service at the moment.
However, we strive to achieve this and often do.
Access:
Site maintenance can be performed via any WebDAV client, such as DreamWeaver
and FrontPage, and author access provided by authenticating via UIUC AD accounts
(http://www.ad.uiuc.edu/). Access is also provided via Microsoft share access. The
service does include standard maintenance on user authentication changes to the
hosted website. We allow customers to request regular user and author access
changes six to seven times a year. These requests should be for less than 25 users.
Requests that exceed this will be billed at a $75/hr rate. In addition, access rights to
the hosted website can be administered by the unit itself. The unit would need to
have an OU in the campus Active Directory. The unit would then need to create a
group in that OU that they wish to have a particular set of permissions to the site.
We would then grant that set of permissions to the group and the unit would control
membership of the group.
Backups:
As mentioned in the service matrix, daily backups are performed on the data.
Restores of data due to server/service failures are completed at no cost to the client.
User requested restores due to client destruction of data are billed at a $75/hr rate
with a minimum charge of 1 hour for each incident. Website logfiles will be

4. maintained for six months. After six months they will be deleted. If you have a
business case that requires the logfiles to be kept longer, let us know and we can
send you the raw logfiles on a monthly basis. Website usage reports will also be
kept for six months and then deleted.
Website Monitoring:
Websites are monitored via Microsoft Operations Manager (MOM) using the following
MOM management packs:
Website Naming:
Website name redirection will be provided at no cost if it can be accomplished via
server-side host headers. In cases where a server-side host header will not work,
name redirection can be accomplished by the creating of a redirection website on the
hosting server. In this case, a one time fee of $40 for each domain name redirection
website will be charged.
Hosted Application Support:
Hosted .NET applications can not over utilize server resources so as to detrimentally
affect other hosted webs. DS reserves the right to temporarily suspend applications
not fulfilling this service level. Clients .NET applications that require DS Hosting
assistance or maintenance are updated via the following change control process:
Regular Build Process:
• Hosting will install client code with appropriate ACL’s and test to make sure
basic website is up.
• Clients should provide build as a ZIP file of entire web
• Clients are charged $30 for each build that takes under 15 minutes for
Hosting to install. If the build takes longer than 15 minutes for Hosting to
install, the client is charged $30 for this initial 15 minutes and then $75/hr for
all time after this.
• Hosting will install client builds between 1:30pm and 4:30pm on Monday
through Friday during non University holidays. Clients can schedule builds
with Hosting either at least 2 business days prior to the desired build date or
on a regular schedule. In either case, the build should be sent to Hosting by
noon of the build day. Clients are charged $30 for scheduled builds that can’t
be completed because the build is not ready by noon of the build day.
Emergency Build Process:
• Hosting will install client code with appropriate ACL’s and test to make sure
basic website is up.
• Clients should provide build as a ZIP file of entire web
• Clients are charged $60 for each build that takes under 15 minutes for
Hosting to install. If the build takes longer than 15 minutes for Hosting to
install, the client is charged $60 for this initial 15 minutes and then $150/hr
for all time after this.

5. Emergency builds are offered during 8am-5pm on Monday thru Friday. Emergency
builds will be completed ASAP.
Other Notes:
Email accounts are part of the Microsoft Exchange service (http://exchange-
accounts.ad.uiuc.edu/default.htm). Clients are responsible for the purchase of the
SSL certificate if secure access is required. Contacts for information and ordering:
send mail to hosting@ad.uiuc.edu. The web hosting service is a production service.
This means that it is not designed as a development platform. User changes to the
website go “live” immediately upon saving the web page. It is recommended that
website development be done elsewhere and only final production web pages
uploaded to the web hosting site. A developmental website may be offered in the
future at an additional cost.
2.2 User Environment
The business function is conducted in the following data processing environment as
shown in Table A.2.
Eligible Users All departments, units, groups affiliated
with the University of Illinois.
Where Service is Delivered Users can authenticate and access the
web sites anywhere on the Internet.
Computer Platforms Required to Use All users must have IP connectivity to the
the Service client machine. Users can access web
from any platform with a browser.
User Background or Training Web development skills are necessary for
Required to Use the Service web work.
Table A.2 Service User Community Characteristics
2.3 User Support Services
Phone Assistance 217-244-7000
800-531-2531
See http://www.cites.uiuc.edu/help/ for
available hours.
Walk-in Assistance 1211 DCL
See http://www.cites.uiuc.edu/help/ for
available hours and further information.
E-mail Assistance Information:hosting@ad.uiuc.edu
General Help:consult@uiuc.edu
Specific Questions:hosting@ad.uiuc.edu
Documentation/FAQ http://www.ds.uiuc.edu/webhosting/default.htm
Notification to Users of Service Send email to hostingcontacts@ad.uiuc.edu
Changes
Service Status Information http://status.cites.uiuc.edu/
Reporting Problems with the 217-244-1000
Service net-trouble@uiuc.edu

6. Table A.2.1 Support Services for the User Community
Note: The scope of customer support covers issues with hosting servers/service and
how to connect to the hosted servers. Customer support does not include web page
design, SQL design, or programming. Contact CITES DS Software Services for cost
based help with these issues.
3.0 About Service Availability
This section provides information about the normal schedule of times when the
service is available. It also describes the process for enhancing or changing the
service.
3.1 Normal Service Availability Schedule
Table A.3 shows the times the service is available for customer use.
Times Sunday Monday Tuesday Wednesday Thursday Friday Saturday
Start 0:00 0:00 0:00 0:00 0:00 0:00 0:00**
Stop 24:00 24:00 24:00 24:00 24:00 24:00 24:00
Table A.3 Service Availability
**Adjusted when necessary for scheduled outages and nonemergency
enhancements.
3.2 Scheduled Events That Impact Service Availability
Regularly scheduled events can cause a service outage or have an impact on
performance (such as slow response time). Table A.4 shows when these are
scheduled to occur.
Times Sunday Monday Tuesday Wednesday Thursday Friday Saturday
Start 5:30 AM 5:30 AM 5:30 AM 5:30 AM 5:30 AM 5:30 AM 5:30 AM
Stop Noon 7:30 AM 7:30 AM 7:30 AM 7:30 AM 7:30 AM 10:00 AM
Table A.4 Scheduled Maintenance for the CITES Data center
3.3 Nonemergency Enhancements
All changes that take more than four hours to implement or that impact user
workflow are reviewed by the hosting service team for approval and prioritization.
This team is currently comprised of Josh Mickle, Kevin Bird, Devin Gengelbach, Ben
Farmer, and Alex Breen.
Enhancements and changes that do not require a service outage and that do not
impact user workflow are implemented upon completion.

7. Enhancements and changes that require a service outage are scheduled outside
business hours. Users are notified at least two business days in advance when a
nonemergency service outage is required to implement an enhancement or change.
To request an enhancement, submit a problem by sending email to
hosting@ad.uiuc.edu.
3.4 Change Process
Changes to any hardware or software affecting the application should be requested
by sending email to hosting@ad.uiuc.edu.
3.5 Requests for New Users
To request a web site, requires notifying hosting@ad.uiuc.edu. Requests are usually
satisfied within 2 business days. Additional time may be necessary for URL alias
creation. Units will be billed following the creation of the web site.
4.0 About Service Measures
The Hosting Service Team monitors and reports the service quality. Table A.5 shows
the service measures that are reported along with the performance targets.
Measurement Definition Performance Target
Service Availability Percent The percent of time that 87.5%
the application is available
minus the impact time
from any events
(scheduled or
unexpected) other
than loss of network
or other contingencies
specified in 4.1
User Response Time The time taken for the
application to complete a
user request and
return a response
Problem Response The time required for a 1-High Priority
user to receive a response Within 1 hour
after reporting a problem 2-Normal Priority
to the Help Desk Within 1 business day
3-Low Priority
Within 2 business days
Problem Circumvention or The time required for a 1-High Priority
Resolution Time user to receive a Within 2 hours
circumvention or a solution 2-Normal Priority
after reporting a problem Within 1 week
to the Help Desk 3-Low Priority
Within 2 weeks

8. Table A.5 Service Quality Measurement
The Hosting Service Team prioritizes requests for support according to the following
priority-level guidelines:
1-High Priority
The hosted web sites are not operational for multiple users during scheduled
availability.
A major function of the hosting service is not operational for multiple users
during the hours that the service is scheduled for availability to users.
2-Normal Priority
A minor function of the hosting service is not operational for one or more
users (who can continue to use other application functions).
A user has questions about the hosting service functionality or needs
assistance in using the service.
A user needs administrative assistance.
3-Low Priority
The hosting service is not operational for one or more users outside the hours
during which the service is scheduled for availability to users. A major
function of the hosting service is reported as non-operational during the time
period for which normal service is not available.
Enhancement requests are logged as Priority 3-Low Priority, but are reviewed
and scheduled by the hosting service team.
4.1 Service Dependencies
This service depends on other services offered by CITES or by other service
providers. These services are listed below along with the service provider and where
available the service level definition/agreement between internal CITES services or
external vendors.
Service Dependency on Service Provider
Service
Power The hosting web CITES, IP, and O&M
servers are located in http://status.cites.uiuc.edu/
the CITES data http://opcenter.cites.uiuc.edu/
center and are http://www.oandm.uiuc.edu/ (217/333-
dependant on power 2082)
to this location.
Campus Network The hosting web CITES
Access servers are located in http://status.cites.uiuc.edu/

9. the CITES data http://opcenter.cites.uiuc.edu/
center and are
dependant on
network access to
this location.
Environmental The hosting web CITES
Controls servers are located in http://status.cites.uiuc.edu/
the CITES data http://opcenter.cites.uiuc.edu/
center and are
dependant on a
stable environment
at this location.
UIUC Campus Active Permissions beyond CITES
Directory viewing of web pages http://www.ad.uiuc.edu
are dependent upon
the UIUC campus
active directory to
authenticate users.
Building Local Area On-campus users Each building LAN is currently
Network (LAN) connect to service via maintained by local network
Environment the building Local administrators.
Area Network (LAN) CITES provide connectivity services
environment and between buildings and UIUCnet
through connections backbone services.
to the UIUCnet http://status.cites.uiuc.edu
backbone network. http://opcenter.cites.uiuc.edu/
Operations Center Problems with the http://opcenter.cites.uiuc.edu/
service will often be
reported to the
Operations Center.
Resolution of these
issues is dependant
on the Operations
Center notifying the
proper people.
Table A.5.1 Service Dependencies