1. Introduction

The purpose of publishing this Service Level Agreement (SLA) is to define the service scope and response standards for Remote Operating System (OS) Support. An e-signable SLA can be provided on request as part of service signup.

2. Scope of Agreement

The following Operating System Support services are provided in order to ensure a stable and performant Moodle/IOMAD application.

3. Services automatically provided under this SLA

OS patching
Operating System (OS) patching for security and bug fixes.

Software configuration
Configuration of the software required to host a Moodle/IOMAD site, including but not limited to Apache web server software, MySQL/MariaDB database server software, and PHP software and packages.

Firewall configuration
Configuration of firewall software and any other required changes to provide a secure and performant Moodle/IOMAD solution.

Issue identification
Identifying issues with the performance or availability of the Moodle/IOMAD application using the system logs.

Nagios Monitoring
24×7 monitoring of servers via Nagios to identify potential issues and actual issues before they can cause interruptions.

Out-of-hours monitoring
Out-of-hours monitoring and subsequent fault reporting.

The following services will be automatically provided only if explicitly agreed in writing:

Server backups monitoring
Monitoring of server backups and quarterly DR testing

Infrastructure management
Managing hardware and configurations of virtual machines and other required infrastructure to ensure a stable and performant Moodle/IOMAD application.

PLEASE NOTE: This does not include systems for which ELD is not responsible.

4. Services provided on request under this SLA

The following service can be provided in response to a direct request from the Client:

Server OS software upgrades
Upgrades of server OS software to new versions will be carried out at the request of the Client, provided there is an available upgrade path and sufficient testing has already been performed to ensure no issues.

5. Services not provided on request under this SLA

This agreement does not cover the following requests:

Evaluation of new software or hardware for use with the Client systems
This includes systems developed outwith the Client, such as third-party systems, or systems developed by the Client.

Procurement of new software or hardware
All software and hardware not directly provided by ELD are the responsibility of the Client.

On-call support management
ELD support staff are not required to be on-call. If the Client requires ELD support staff to be on call for any purpose, the Client shall be charged for this service at on-call rates.

Assistance with application usage with unsupported or non-standard hardware or software
As the use of unsupported or non-standard hardware or software often results in unexpected behaviour of otherwise reliable systems, ELD will not provide assistance with application usage if unsupported or non-standard hardware or software is involved.

Additional services not covered by this agreement:

New or added interfaces to other systems (such as integrations with other systems)
Intranet/Internet “front ends” to existing systems
Modifications to existing code
Report generation, if reporting tools exist for applications
Training requests and development tasks
Assistance with tool use or application configuration changes

6. Definitions

Service Request

For the purposes of this agreement, a Service Request is generally defined as a request for assistance in response to service impact or interruption, or a request for assistance that involves no modifications to application code, such as a question.

Level of Service

Under this agreement, a client has determined that a normal level of service is appropriate (i.e., within ELD’s normal business working hours): 9:30 AM–5:30 PM UTC/GMT–UTC+1/BST Monday–Friday.

Normal level service is provided via email/ticket. This level of service performs code corrections if required to resolve a problem (unless there is already a bug fix available in a newer release or patch).

Levels of Response

L1 High
Loss of service, security breach, or loss of data. Respond within 1 hour and aim for resolution within 4 hours total.

L2 Medium
Impacting user experience/support staff, preventing them from doing their normal tasks. Respond within 2 hours and aim for resolution within 6 hours total.

L3 Low
Other requests, such as upgrade enquiries, or questions related to ELD services. Respond within 4 hours and aim for resolution within 8 hours total.

PLEASE NOTE: Response and resolution times depend on ELD’s ability to access the Client’s remote site. Should access be unavailable, the SLA shall be paused.

7. Service Request Contacts

Helpdesk: https://helpdesk.e-learndesign.co.uk
Email: helpdesk@e-learndesign.co.uk
Phone: 0845 474 4512

PLEASE NOTE: International clients lodging service requests should note that requests logged outwith normal ELD working hours will not be processed until the next working day.

8. General Terms and Conditions

To make this agreement operational, all necessary approvals between ELD and the Client must be in place.

For ELD to provide support, the Client must provide and maintain the necessary and appropriate access to ELD.

All ELD Terms & Conditions apply.