CDL's Service Commitment to UC-eLinks Users

Purpose

The UC-eLinks and Information Services teams at CDL are committed to meeting the needs of the campus UC-eLinks users.

Commitments

1. Open Communication

• Ownership of the CDL UC-eLinks website. This contains how-to instructions, documentation, policies, contact information, and usage statistics.

2. Problem Resolution

We provide a clear set of expectations for resolution of UC-eLinks problems.

• We provide a single point of contact for problem reporting, the Report a Problem option in the UC-eLinks menu window. (This form automatically captures the user's context to assist CDL in responding to the problem.)
• We attempt to respond fully so that our respondents do not have to ask multiple questions to get their issues resolved.
• To report a problem with the functionality of UC-eLinks in general, email cdl-sfx-tech-l.

We define a critical issue as one that does any of the following:

• Makes unavailable a system required to do necessary work
• Makes unusable a system required to do necessary work (with no workaround)
• Jeopardizes the integrity of the data
• Causes system instability.

3. System Maintenance

We maintain stable systems with high availability and performance.

• We schedule standard maintenance for low-use hours.
• For large scale maintenance: 12:01 a.m. to 8 a.m. Saturday and 12:01 a.m. to 10:00 a.m. Sunday.
• We carefully monitor our own (in-house) systems, both for performance and availability.
• We regularly upgrade vendor software to ensure it is current.
• We keep our operating environment up to date in support of the current supportable hardware and software and to keep the systems secure.