Computing Services
Research and Development Group (RDG)
Service Level Agreement
RDG provides the following services to Faculty and Staff of Haas School of Business:
- Development of enterprise, research and instructional software.
- Maintenance of the software developed and delivered by RDG.
- Support for software experiments in the Experimental Laboratory (Xlab).
New software development
RDG develops software that targets the following platforms:
- Microsoft Windows Server 2003 SP2 or newer
- IIS 6.0 or newer
- .NET Framework 2.0, C# 2.0 or newer
Requests for new software development undergo the following process:
- 1. A customer submits the request to the HCS Associate Director for R&D.
2. RDG determines resource requirements necessary to fulfill the request. A request
requiring more than 40 man-hours to fulfill is considered be a ‘Project’, otherwise
it is considered to be a ‘WeekDev’
3. The request is assigned to an RDG developer who writes a detailed technical
specification for the Project (‘Project Specification’) or a brief description for the
WeekDev (‘WeekDev Description’).
4. The customer and RDG agree on the request definition and scope as follows:
- Projects: HCS Associate Director for R&D obtains a ‘Specification Sign-off’ via
email from the customer for the Project.
- For WeekDevs: an RDG developer obtains a ‘Description Sign-off’ via email
from the customer for the WeekDev.
- Forms of approval other than the emailed sign-offs are invalid.
5. Implementation:
- No software development (‘implementation’) for a request can be performed
without a corresponding Specification Sign-off for Projects or Description Signoff
for WeekDevs.
- For Projects: Following the Project Specification Sign-Off, the Project is added
to the proposed HCS Project Portfolio for the next Fiscal Year in order to be
considered for funding. In case of budget funding RDG implements the Project
according to the timeline and deliverable defined in the Specification.
- For WeekDevs: Following the WeekDev Description Sign-Off, RDG
implements the WeekDev according to the timeline and deliverable defined in the
Description.
Last saved by karals 5/2/2007 2
Maintenance of delivered software
Software maintenance performed by RDG is a process of correcting errors in the software
that was developed by RDG and has already been delivered to the customer, an error
being defined as one of the following:
- a) unintended operation: a deviation from the intended operation, the latter being
described in the original Specification or Description for the software
b) a typographical error
c) a security vulnerability
d) adjustments required by changes in the hosting environment for the application
All requests not covered by the above definition are considered to be New Software
Development requests.
Requests for software maintenance undergo the following process:
- 1. A customer submits the request to the HCS HelpDesk system.
2. RDG determines resource requirements necessary to fulfill the request.
3. RDG informs the customer of the estimated completion date for the request.
4. RDG fulfills the request.
Experimental Laboratory (Xlab) experiment support
Support for software experiments in the Experimental Laboratory is covered in a separate
document, “Xlab Service Level Agreement”.
last update
September 24, 2008
-kv
