Download the complete service offering doc format of commonwiki_service_definition.doc

 


1. Description of Service

CommonWiki is provided by an Enterprise Wiki solution called Confluence. CommonWiki is primarily used as a collaboration and knowledge management tool and is not intended to be a repository for static documents or for storing source code or configuration data. This service is available to all customers

Support services include:

 


2. Service Targets/Hours of Availability

Service RequirementDescription
Service AvailabilityService availability hours are 24x7 with no after- hours support.
MaintenanceMaintenance is performed on an ad-hoc basis and is scheduled through change control. Customers are notified as part of the change control process .
Incident Management*ITD Service Management Office has standard processes to manage incidents, requests, changes or problems.

Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808.
Request Fulfillment

Staff will respond to service requests between 9:00 am - 5:00 pm Monday through Friday excluding holidays. Emergency requests must be opened as incidents to ensure they are acted on immediately out of normal business hours. 

Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808.

Planned Maintenance
 
Code-drops for updates to plugins or other configuration occurs on a bi-weekly basis on Wednesdays starting at 9:00am .
 

*ITD Service Management Office has standard processes to managing incidents, requests, change orders and problems.

 

No CommonHelp support required at this time.

 


3. Service Reporting

Currently, there are no reports available for this service.

 


4. Service Requests

COMiT Service Requests DescriptionLead Time-Business Days
User Account Maintenance*Password Reset, Remove Wiki Access, Unable to login to Wiki, Add/Remove User to/from a Group1 Business Day
create New User Accounts*Add Non-State User Account, Add a Group2 Business Days
Space Maintenance*Add/Remove a space/from the wiki2 Business Days
General Inquires*
 
Additional request such as unable to access a page, permissions, "How to", etc.2 Business Days

*For new service requests only. To manage existing requests, please log into COMiT.



5. Customer Responsibilities

The customer should report service unavailability or performance degradation to ITD. The customer should also notify ITD of incorrect permissions or expired user accounts.

For your convenience, you may also view a detailed list of customer responsibilities doc format of commonwiki_service_definition.doc .

 


6. Chargeback Rate Information

The costs pertaining to this service offering are currently funded out of Overhead. No additional detail is available for review.

 


Updated July 20, 2013
Reviewed November 18, 2013
Published August 19, 2011
Created August 31, 2011 :Information provided by the Integration Services Team.