In this article
- Terms and conditions of the Service Level Agreement
- Service management
- ELMS-Canvas Administrator Roles
- EMT Administrator Roles
- UMD Open Learning: ELMS-Canvas Executive
This document defines the service level agreement for administrative access to UMD Enterprise Instructional technology Systems that includes the Enterprise Learning Management System (ELMS-Canvas, UMD Open Learning), and the ELMS Management Tool (EMT).
Terms and conditions of the Service Level Agreement
Version
Document Owner and Service Provider: Division of Information Services (DIT), Learning Technology Strategy (LTS)
Version:1.0
Date:7-1-2019
Description:Service Level Agreement for Enterprise Instructional Technology System Administrator Access
Author: John Burke
Agreement overview
This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between the Division of Information Technology, Learning Technology Strategy, and Customer for administrator access to ELMS-Canvas, Open Learning, and EMT.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered, as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
Goals & objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).
The objectives of this Agreement are to:
- Provide clear reference to service ownership, accountability, roles and/or responsibilities.
- Present a clear, concise and measurable description of service provision to the customer.
- Match perceptions of expected service provision with actual service support & delivery.
Stakeholders
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
IT Service Provider(s): Division of Information Services (DIT), Learning Technology Strategy (LTS) ("Provider")
IT Customer(s): Customer ("Customer")
Periodic review
This Agreement is valid for up to one calendar year from the date of acceptance.
The Business Relationship Manager ("Document Owner") is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
Business Relationship Manager: Learning Technology Strategy
Review Period: As needed
Service agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
Service scope
The following Services are covered by this Agreement;
- Administrator access to ELMS-Canvas (See Attachment A)
- Administrator access to ELMS Management Tool (EMT) (See Attachment B)
- Administrator access to UMD Open Learning (See Attachment C)
Requirements
Responsibilities and/or requirements in support of this Agreement include:
- Customer will:
- Successfully complete UMD FERPA training
- Attend meetings called by LTS related to ELMS-Canvas and EMT administrators
- Act exclusively on behalf your organization even though your access and privileges may extend beyond your organization
- Following UMD regulations related to term-based courses; such as providing access to only individuals officially enrolled.
- Approvers will:
- Grant access to administrators
- Complete annual review of this SLA
- Notify LTS when an administrator should be terminated
- Service Provider responsibilities and/or requirements in support of this Agreement include:
- Grant access to administrators as designated in this SLA
- Training and Support for administrator(s) as needed
- Appropriate notification to Customer for all scheduled upgrades and maintenance.
Service assumptions
Assumptions related to in-scope services and/or components include:
- Changes to services will be communicated and documented to all stakeholders.
Service management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Service availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
- ELMS-Canvas, Open Learning, EMT, are available 24/7/365
- Administrator telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday
- Administrator email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
- Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day
- Administrator onsite assistance guaranteed within 72 hours during the business week
Service requests
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
- 0-8 hours (during business hours) for issues classified as High priority.
- Within 48 hours for issues classified as Medium priority.
- Within 5 working days for issues classified as Low priority.
ELMS-Canvas Administrator Roles
This section is intended to clarify the ELMS-Canvas administrative roles and their use. Detailed permissions for these roles can be found in the EITS Compliance Procedures.
| Role | Access summary | Assignment |
|---|---|---|
| Enterprise | Able to have complete access to all users, data, reports, functionality, and configurations | ELMS-Canvas system administrator, select DIT ATI staff by ATI Assistant Vice President and Registrar |
| Deputy | Able to have complete access to all users, data, reports, functionality, and configurations | Select college/department support staff designated by dean, assistant dean, AVP |
| Manager | Able to support users in specific college subaccounts, can masquerade as users, may be a Blueprint administrator upon request | Select DIT ATI staff and college support staff by college director of technology or assistant dean |
| Executive | Ability to manage all aspects of courses offered through UMD Open Learning | Select college/department support staff designated by dean or AVP |
| Researcher | Able to access data related to campus-wide outcomes and data related to approved research projects | Staff in the Office of Institutional Research, Planning & Assessment Assistant VP, Office of Institutional Research, Planning & Assessment |
| Canvas Data Portal Manager | Ability to add managers, grant admin permissions, download flat files | Canvas Data Manager, select data scientists and analysts by Canvas Data Steward (Associate Provost for Academic Planning and Programs) |
*Coordinators have unique responsibilities that will granted and governed through a separate SLA.
This section lists sub-accounts in ELMS-Canvas to which administrator assignments can be made. An assignment at the college or department level provides access to all sub-accounts within.
| College/Non-Academic Department Subaccounts | Academic Department Subaccounts |
|---|---|
| AGNR | Agricultural & Resource Economics Animal & Avian Sciences College of Agriculture & Natural Resources ENSP ENTM Environmental Science & Technology Institute of Applied Agriculture Nutrition and Food Science Organizations Plant Science & Landscape Architecture Sensor Knowledge Center Veterinary Medicine Program |
| ARCH | ARCH Organizations-ARCH RDEV School of Architecture, Planning, & Preservation Urban Studies & Planning Program URPD |
| ARHU |
American Studies |
| BSOS |
ABRM African American Studies Department |
| CMNS |
AMSC |
| EDUC |
CHSE |
| ENGR |
Aerospace Engineering
Chemical & Biomolecular Engineering |
| EXST | Office of Extended Studies Organizations-EXST |
| GRAD | Graduate School Organizations-GRAD |
| INFO | College of Information Studies Organizations-INFO |
| JOUR | Organizations-JOUR Philip Merrill College of Journalism |
| R.H. Smith |
AOL BDBA |
| School of Public Policy | ENPP Organizations-PUAF PUAF |
| SPHL | Behavioral & Community Health Epidemiology & Biostatistics Family Science Health Services Administration Kinesiology MD Institute for Applied Environmental Health Organizations-SPHL PHSC School of Public Health TOXI |
| SVPAPP | Academic Services Planning Office of the Registrar Organizations-SVPAAP SVP Sr VP Academic Affairs & Provost |
| UGST |
AAPS |
| USG | Organizations-USG Shady Grove Center |
| VPAA | Organizations-VPAA VP Administrative Affairs |
EMT Administrator Roles
This section is intended to clarify the EMT administrative roles and their use.
| Role | Access summary | Assignment |
|---|---|---|
| Manager |
This role has access to all tools in EMT that can be used to support faculty and can act on behalf of any user. |
This role is assigned by the AVP Academic Technology and Innovation. It is currently held by select DIT and OES staff that support faculty. |
| Deputy | This role has access to all tools in EMT that can be used to support faculty and can act on the behalf of any user. | Approval of this role is the responsibility of college Assistant Deans or Department Chairs. It is currently held by select college staff that supports faculty. |
| Support | This role has access to select tools to support faculty and staff. | Approval of this role is the responsibility of the Manager of the Service Desk and Store. |
UMD Open Learning: ELMS-Canvas Executive
This section is intended to clarify the Executive role as it relates to UMD Open Learning. Organizations that use the payment gateway also need a transaction administrator.
| Role | Access summary | Assignment |
|---|---|---|
| Executive |
|
This role is assigned by the Learning Technology Strategy team in Academic Technology and Innovation. |