Common use of UPGRADES AND PATCHES Clause in Contracts

UPGRADES AND PATCHES. IT Services will lead major upgrades to the system and apply security patches as needed. FEES There are no fees associated with the Service. ACCESS TO SYSTEM The client can access the authoring environment to manage their content at ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇▇▇▇▇.▇▇/<pudID>/ using their Queen’s NetID and password. The authoring environment can also be accessed off campus. SERVICE AVAILABILITY The targeted availability of the Service is twenty-four hours a day, seven days a week. Users should expect occasional but infrequent service interruptions or slowdowns, both planned and unplanned. Where it is necessary to schedule system maintenance that necessitates a service outage, IT Services will do this outside of regular business hours (Monday to Friday 8:30 – 4:30 pm) whenever possible. Site Owners will be notified of the scheduled maintenance in advance of the outage. SUPPORT REQUESTS Support requests can be directed to IT Services via the Service Portal available at: ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇▇- ▇▇▇.▇▇▇/▇▇▇/. RESPONSIBILITIES Client Responsibilities • Clients will: 1. use the IT Services Service Portal to seek help for issues related to WebPublish. promptly inform IT Services when they no longer require the Service. 2. be responsible for the content on their site. 3. ensure that their content adheres to the WebPublish Usage Guidelines. IT Services Responsibilities • IT Services will: o offer on-demand training in the form of recorded videos that covers the basics of using WebPublish 3, and routinely update training and tutorial information, including step-by-step instructions for using Academia-specific features. o respond to incident reports and day-to-day requests for support. o communicate any intended service changes or updates to the client. o apply routine updates and critical security patches to the system.

UPGRADES AND PATCHES. IT Services will lead major upgrades to the system and apply security patches as needed. FEES There are no fees associated with the Service. ACCESS TO SYSTEM The client can access the authoring environment to manage their content at ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇▇▇▇▇.▇▇/<pudID>/ using their Queen’s NetID and password. The authoring environment can also be accessed off campus. SERVICE AVAILABILITY The targeted availability of the Service is twenty-four hours a day, seven days a week. Users should expect occasional but infrequent service interruptions or slowdowns, both planned and unplanned. Where it is necessary to schedule system maintenance that necessitates a service outage, IT Services will do this outside of regular business hours (Monday to Friday 8:30 – 4:30 pm) whenever possible. Site Owners will be notified of the scheduled maintenance in advance of the outage. SUPPORT REQUESTS Support requests can be directed to IT Services via the Service Portal available at: ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇▇- ▇▇▇.▇▇▇/▇▇▇/. RESPONSIBILITIES Client Responsibilities • Clients will: 1. use the IT Services Service Portal to seek help for issues related to WebPublish. promptly inform IT Services when they no longer require the Service. 2. be responsible for the content on their site. 3. ensure that their content adheres to the WebPublish Usage Guidelines. IT Services Responsibilities • IT Services will: o offer on-demand training in the form of recorded videos that covers the basics of using WebPublish 3, and routinely update training and tutorial information, including step-by-step instructions for using Academia-specific features. o respond to incident reports and day-to-day requests for support. o communicate any intended service changes or updates to the client. o apply routine updates and critical security patches to the system.