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Box Service Level Agreement

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6.0 - Updated on 2022-03-16 by Sarah Bailey

5.0 - Updated on 2022-03-10 by Sarah Bailey

4.0 - Updated on 2022-03-10 by Sarah Bailey

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 Berkeley IT to document:

This Agreement is valid from March 2022. 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 Eligibility

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

Departmental Use

Personal Use

Not Eligible

Conditions of Eligibility for a Quota Increase

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. Collaborators outside of UC Berkeley can use their own consumer or enterprise Box accounts to access content shared with them from UC Berkeley Box accounts.

2.4 Service Level Performance

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

Sarah Bailey

Box Service Lead

sarah.bailey@berkeley.edu

3.2 Berkeley IT Responsibilities 

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

 

3.3 Customer Responsibilities

Customer 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 Service Outages and Major Incidents

The Box service is monitored by the Box service team. Any outage that impacts the ability for the campus community to complete work will follow standard notification procedures starting with the service desks and One IT, and will be posted at https://systemstatus.berkeley.edu/. Any support tickets related to outages will be addressed during the next hours of coverage, noted in section 5.1 of this document. Outages classified as a major incident will follow major incident protocols. 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 currently funded through the Productivity Suite, and have no direct charge to users. 

If a pay option is introduced, no earlier than fiscal year 2024, the customer will be responsible for payment to maintain a storage quota above the standard level. If a quota increase is requested and granted prior to the pay option implementation, this indicates the customer’s agreement to pay for the increased quota level if/when a pay for more storage option is introduced.

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