Service Level Agreement
The University of Texas at Austin
Effective Date: 8/3/2009
Last Edited: 7/3/2009
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Overview
UTForge is a Web interface designed to allow campus developers to manage and share in-house developed source code. The UTForge interface includes features that allow campus developers to collaborate among colleges and departments. Furthermore, it provides the ability to increase efficiencies in development time, communication and issue resolution. Individuals with a UT EID can browse and be authorized to work on projects, though only users with a developer entitlement are allowed to create projects. Project administrators have the ability to restrict access to any and all aspects of their project.
Review Process
This document defines the practices that Information Technology Services (ITS) will use for the UTForge service. The details of this document may be reviewed and amended as required, or at least annually, to accurately reflect business and service needs.
Time Conventions
Unless otherwise indicated, business hours are from 8 a.m. to 5 p.m., Monday through Friday, excluding holidays and reduced schedule days.
Scope
The following user communities at the university are the intended recipients for the UTForge service: Campus Software Developers.
Service Criticality
This service has been identified as Very Important, based on the ITS Critical Services Assessment Criteria. Please refer to the Critical Services Assessment Criteria for more information on the assessment methodology.
Service Description
UTForge provides a means for collaboration between software developers across campus. Moreover, it provides the ability to manage a Subversion repository via a Web interface. It is managed by the ITS Applications group.
Supported Computing Environment
The UTForge Web interface may be accessed via a PC, Linux or Macintosh computer. The following browsers are supported:
- Firefox 2.0+
- Internet Explorer 6.0+
- Safari 3.0+
UTForge Subversion repositories may be accessed via a standalone, desktop integrated or IDE plug-in client:http://subversion.tigris.org/links.html#clients
The service administrators currently use the svn command-line client for testing purposes. Other clients should work, but are not explicitly tested. Support of those other clients is limited.
Technical Support
Help is provided by e-mailing the UTForge Administrators at utforge-admin@utlists.utexas.edu.
Tier 1 Support
UTForge administrators are currently the only level of support.
Service Availability
This section provides information about the normal schedule of times when the service is available, the times specified for scheduled maintenance, and defines expectations for reporting service problems and changes.
Normal Service Availability
The UTForge service is available 24-hours-per-day, seven days-per-week, 365 days-per-year (24x7x365); however technical support is only available during normal business hours described above.
Scheduled Maintenance
Scheduled maintenance for the UTForge service is essential for upgrades and to maintain security, and may occur the fourth Monday of the month from 7 - 8 am.
Problem Reporting and Change Notification
ITS will notify customers using the ITS Services Status page, e-mail notifications (to the UTForge project administrators and txedge mailing lists) about service availability and service delivery issues for UTForge. To the maximum extent possible, installation of service, application and security updates will be performed during scheduled maintenance.
Key Service Indicators
List of Metrics/Measures
ITS will measure the performance of the UTForge service in the following ways:
- Annual customer satisfaction survey. Annual survey of each project administrator in UTForge with a goal of a 90% satisfaction rating.
- Availability of the UTForge service. The UTForge service will have 99.5% availability excluding scheduled maintenance.
Dependencies
- ITS filer
- ESX server
Service Report Card
ITS will publish performance for this service in the public ITS Services Report Card.
Other Party Responsbilities
In addition to the services provided by ITS, subscribers (users) of the service and identified owners/administrators agree to certain important responsibilities. All parties agree to be aware of and adhere to the university's Acceptable Use Policy.
User/Subscriber Responsibilities
UTForge users agree to:
- Be responsible for creating and managing their projects in the repository
- Manage any and all authorizations necessary for developers to view and update the data in their repository.
- Manage any permissions needed by others to manage the above authorizations for developers.
- Delete the project and repository when it is no longer needed.
Cost of Service
UTForge is provided at no cost.
