Qualtrics Service Level Agreement

1 General Overview

This is a Service Level Agreement (SLA) between UC Berkeley campus community and the Berkeley Information Technology (bIT) to document:

• Qualtrics Service Description
• General levels of response, availability, and maintenance associated with this service
• Responsibilities of bIT as a provider of these services
• Responsibilities of clients receiving services

2 Service Description

2.1 Service Scope

Qualtrics is a cloud-based survey solution that is highly customizable and has been used for complex research data collections, creating randomized survey experiments, and gathering sensitive personal information in secure ways.  With Qualtrics, you can design and distribute surveys, manage the responses, track participants, and analyze the data, all in a full-featured web-based interface that is easy to navigate. Qualtrics can work across many platforms and devices, collect data offline, and support secure anonymized data collection. It has automated evaluation of compliance with ADA accessibility standards and provides flexible logic and display features.

2.2 Operating Parameters

Qualtrics service is provided to people who work or attend UC Berkeley, including faculty, staff, students, and others for UC Berkeley-related business, education, and research.

2.3 Service Level Performance

For support requests submitted online via ServiceNow, response times will be tracked and reported as part of the bIT and Campus SLA.

3. Roles and Responsibilities

3.1 Parties

The following Service Owner(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

Stakeholder	Title/Role	Contact Information
Vahid Nadi	Imagine Team Manager	vnadi@berkeley.edu
Shirley Davis	Qualtrics Service Lead	shirley.davis@berkeley.edu
Qualtrics Operations Team	Qualtrics Operational Support	qualtrics@berkeley.edu

 

3.2 bIT Responsibilities

bIT responsibilities and/or requirements in support of this SLA include:

• Manage Qualtrics environment for UC Berkeley
• Provide technical support
• Manage Qualtrics add-on and integration requests
• Security policy - Disable accounts inactive for one year
• Meet response times associated with the priority assigned to incidents and service requests in the IT Request ticketing system (ServiceNow)
• Post scheduled changes on the bIT Change Management calendar, notify IT managers and campus business partners and notify all faculty, staff, and students when needed
• Follow the principle of least perusal, policy for access without consent, and other specifications in the University of California Electronic Communications Policy 

3.3 Client Responsibilities

Client responsibilities and/or requirements in support of this Agreement include:

• Any use of Qualtrics for purposes of institutional analysis, including enrollment, instructional workload, faculty positions and other institutional policies must follow standard policies and practices
• Any use that might contribute to the creation of a hostile academic or work environment is prohibited.
• Any use not required for coursework, research, or to conduct UC Berkeley business is prohibited.
• Any non-incidental personal use such as advertisements, solicitations, or promotions is prohibited.
  •  University of California Electronic Communications Policy
  • Campus Online Activities Policy
  • Data Classification Guideline
  • IS-3: Electronic Information Security
  • UC Berkeley Computer Use Policy
  • Confidentiality of Medical Information Act
  • Electronic Communication and Privacy Act of 1986
  • Federal Family Educational Rights and Privacy Act of 1974 (FERPA)
  • Federal Privacy Act of 1974
  • Federal Information Security Management Act of 2002 (FISMA)
  • Health Insurance Portability and Accountability Act of 1996 (HIPAA)

4. Request Service

4.1 Service Requests

Service requests will be accepted via email: qualtrics@berkeley.edu. Email requests for service will be processed during regular business hours, 8:00AM - 5:00PM, Monday through Friday excluding campus holidays. Submitters will receive an acknowledgment from our ServiceNow ticketing system.

4.2 Service Response Times

 

5. Hours of Coverage, Response Times and Escalation

5.1 Hours of Coverage

Qualtrics Service staff coverage is available 8am - 5pm, Monday through Friday, except for holidays and campus closures.

5.2 Incident Response

Any interruption in the normal functioning of a service or system is an incident.  However, interruptions caused by network problems or other issues outside of the Qualtrics Service’s control are NOT considered incidents requiring Qualtrics Service mitigation.  Response is defined as acknowledging receipt of the trouble ticket and providing a high-level description of mitigation activities and timing. Response is NOT defined as return to normal function; that is “Resolution”.  Due to the unpredictable nature of Service interruptions for emergency fixes and unscheduled outages, it is not possible to specify the exact outage duration, however, due diligence will be taken to resolve them in a timely manner.

5.3 Prioritization

The Qualtrics Service Team will prioritize incoming requests as follows:

5.4 Escalation

If you are not satisfied with the level of service on a request, contact the Service Desk at 510-664-9000, option 1. Escalation requests are categorized and processed as appropriate and will be responded to with the action taken.

6. Maintenance and Service Changes 

All services and/or related components require regularly scheduled maintenance (“Maintenance Window”) in order to meet established service levels. These activities will render systems and/or applications unavailable for normal user interaction. 

All campus outages are published on bIT’s System Status page (https://berkeley.statusdashboard.com/).

There are three categories of service changes:

• Planned Maintenance: Planned service maintenance is approved work that is planned and scheduled prior to the change. 

• Unplanned Maintenance: Unplanned service maintenance is priority work that is unplanned due to an urgent repair to prevent failure. Unplanned service outages will be given priority (and communicated immediately) on a case-by-case basis depending on the type and urgency of the service failure.

• Emergency Maintenance: Emergency maintenance is defined as a service failure that affects the entire campus or a significant number of users that requires immediate repair. 

7. Pricing

The campus Qualtrics license is currently funded through the IT Productivity Suite.

8. Reviewing and Reporting 

First-contact response time to incidents and service requests are published here:  https://berkeley.service-now.com/kb_view.do?sysparm_article=KB0013436