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What are the Terms of Service for Box?

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3.0 - Updated on 2021-04-06 by Jen Bellenger

2.0 - Updated on 2021-04-06 by Jen Bellenger

1.0 - Authored on 2014-02-25 by Paula Shimada

Box Service Level Agreement

1 General Overview

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

This Agreement is valid from February 2021. Review will be completed every year, or as otherwise needed.

2 Service Description

2.1 Service Scope 

Box is an online option ideal for sharing individual, group, or departmental files, including documents, photos, research, and more. Integration with Microsoft Office online, mobile and desktop apps, cloud-based hosting. Accessible via the web, desktop, or mobile app.

2.2 Service Offerings

The Berkeley Box service is available to the following campus affiliations:

2.3 Operating Parameters

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

2.4 Service Level Performance

For support requests submitted online via ServiceNow, response times will be tracked and reported as part of the IST 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

Jon Hays

IT Service Manager

jonmhays@berkeley.edu 

Ian Crew

Box Service Lead

icrew@berkeley.edu 

3.2 IS&T Responsibilities 

IS&T responsibilities and/or requirements in support of this Agreement include:

3.3 Client Responsibilities

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

4 Requesting Service

5 Hours of Coverage, Response Times and Escalation

For all requests, the IS&T goal is to have a staff member assigned and acknowledge requests within four business hours of receipt. Campus priorities may require exceptions to this goal during certain periods of the Academic year, including curtailment and holidays. 

5.1 Hours of Coverage

Box Service staff coverage is provided 8AM - 5PM, Monday - Friday except for holidays and campus closure, including curtailment days. 

5.2 Incident Response, Prioritization, Escalation, Service Request

Box service disruptions that impact essential campus business or are identified as impacting a division or the entire campus, will be responded to by the Box Service Team as soon as they learn about the outage. Information about Box service disruptions is available at https://status.box.com/

6 Maintenance and Service Changes

The Box Service abides by the standard maintenance and service change process whenever possible. Changes are listed on the Berkeley System Status page: http://systemstatus.berkeley.edu/

7 Pricing

Berkeley Box accounts are funded through the Productivity Suite tax, and have no direct charge to users. 

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