Status of Document: This is version is 1.1 and is dated 24 November 2014.
Oxford Nexus provides a suite of software applications to promote collaborative working within groups. The suite includes: email, online calendar, online forms tool (Nintex), shared documents, web pages, shared contact lists and other collaboration tools. Oxford Nexus is built on the Microsoft Exchange and SharePoint platforms. The Service is available to all staff and students within the collegiate University. The functionality offered via SharePoint is also available to authorised external users.
This Service Level Description (SLD) describes the document repository, online forms tool (Nintex) and collaboration service provided via SharePoint. A separate SLD exists for the Nexus email and calendar service provided via Microsoft Exchange. The SharePoint Service is focused on document sharing, online forms and other basic collaboration activities (e.g. group-based calendars, tasks).
The intended scope of the service, in summary form, is currently as follows:
· Anyone holding valid Oxford Single Sign-on (SSO) credentials is entitled to access the SharePoint service and resources to which they are separately authorised.
· A focus on serving four distinct types of activities:
· My Sites: Personal intranet sites to enable sharing of documents and other forms of collaboration.
· Committees: to support typical committee workflows, including meeting scheduling and document sharing.
· Research: to support collaborative research activities, including formal and informal collaboration.
· Clubs and Societies: to supporting the internal management of student clubs and other approved University societies.
· Access to an Online Forms toolkit that enables teams to create and distribute electronic forms that are completed and returned by the user. This is provided via Nintex forms and workflows.
· Devolved site provisioning and quota allocation to Site Collections to enable the efficient creation, management and deletion of sites within each of the core site collections.
1.1.1. Out of scope
The Oxford Nexus SharePoint Service is not currently resourced:
· as a replacement to file servers or electronic archives and the emphasis of the Service is on documents subject to active collaboration;
· to replace existing public websites;
· to manage or be responsible for the configuration of clients (e.g. web browsers) with which the Service is accessed;
· to manage forms and workflows created using the Online Forms Toolkit (Nintex).2. Summary of IT Services' responsibilities
2.1. Service availability
2.1.1. Hours of Service
The Service operates as follows:
· 9am-5pm on working weekdays: the service operates with systems administration support.
· At all other times the service operates without technical support. Automatic monitoring of the main service elements takes place outside these hours, and informal arrangements exist for staff to be notified of exceptions. However, no funding is provided for contractual cover or guaranteed response.
· Exclusions: service maintenance may be carried out during the JANET Maintenance Period (7am-9am every Tuesday).
· The IT Service Desk provides a telephone line which is open 24 hours, 7 days a week. Please see further details at http://help.it.ox.ac.uk/help/request.
· If a fault is notified between 9am and 5pm on a working day, IT Services will commence investigation within one hour (provided that no similar fault is also being handled by the same team).
If a fault is notified outside these hours, IT Services will use reasonable endeavours to rectify the fault, but no funding is allocated to this purpose.
The Oxford Nexus hardware is located in two physical locations within the Oxford network. Complete failure at one site should result in failover to the second site with minimal loss of service. Within each site, components such as servers and storage have been deployed with resilience and business continuity in mind.
The underlying databases are backed-up to the HFS on a daily basis. The backups are intended, as part of the IT Services disaster recovery procedures, to assist in system restore, not for restoring files deleted as a result of user error (restoration of which are undertaken via the chargeable IT Services File Recovery Service, http://help.it.ox.ac.uk/services/recovery). Users are responsible for the offline archiving of data.
2.1.4. Hardware and Software Maintenance
The hardware on which the Oxford Nexus services are hosted is supported by maintenance contracts from the relevant manufacturers. Software updates are provided by the relevant vendor and applied by IT Services. Where possible the JANET Maintenance Period (Tuesdays, 0700-0900) is reserved for maintenance work that may affect service availability. Except in the case of emergency maintenance (e.g. security upgrade), scheduled downtime will be advertised at least a week in advance.
2.2. Service level targets
It is intended, as far as is possible, to maintain service availability at all times apart from exclusions listed under section 2.1. However there are no formal targets.
2.3. Migration from local facilities
Some departments and colleges run their own SharePoint services. No resources have been allocated for IT Services to support migration from a department service to the Nexus Service or for interoperability between Nexus and a department or college SharePoint instance. IT Services may provide advice to departments on a reasonable efforts basis, including an initial assessment of the complexity and likely resources required to undertake any migration. Departments may also propose pilot projects in order to evaluate the potential for Nexus to replace their local SharePoint service. However, IT Services normally requires additional resources in order to assist and support any projects intending to make use of Nexus outside the existing scope of the service. IT Services may assist departments in evaluating the feasibility of any such project and in assessing the additional resources required. Departments seeking a hosting facility for their own SharePoint service should contact NSMS in the first instance.
2.4. Administration information, training and support documentation
An overview of the Oxford Nexus Service is provided at http://help.it.ox.ac.uk/nexus/index.
2.4.1. Documentation and courses
Support documentation for all aspects of the Oxford Nexus SharePoint Service is provided online at http://help.it.ox.ac.uk/nexus/index/ (introductory) and more fully from https://sharepoint.nexus.ox.ac.uk/support.
The IT Services IT Learning Programme (ITLP) provides training for group working as well as training in the most effective use of selected clients (e.g. Outlook, SharePoint Web access, Online Forms Toolkit – i.e. Nintex).
IT Services will review the content of documentation and courses annually.
2.5. Fault notification
2.6. Service components
2.6.1. Account management, access and authorisation
Access to the functionality provided by Oxford Nexus SharePoint, including for non-University (external) users, requires Oxford Single Sign-on credentials. The provision of Oxford Single Sign-on credentials is undertaken by the IT Services Registration Service (for SLD see http://help.it.ox.ac.uk/internal/sld/registration).
Predefined groups (e.g. by unit affiliation, selected roles) are derived from Active Directory and may be used for scoping access to resources within SharePoint.
2.6.2. Site collection storage quota
Site collections are subject to a quota. This quota is given to the site collection depending on the initial categorisation and is ‘consumed’ by the main site, plus all of the sites grouped within. If a site collection finds that it is likely to hit its quota, we will firstly see if a discretionary increase is possible. If this is not deemed possible, then we may propose an annual charge for the storage above the standard quota on a cost recovery basis (based on hardware and backup costs). SharePoint quotas will nevertheless be reviewed on an annual basis, with an expectation that they shall increase with time.
The quota currently given to site collections is as follows:
· My Sites: 2 GB, increasing to 5 GB on request
· Large Unit Site Collection: 50 GB
· Other Site Collection: 5 GB, increasing to 10 GB on request
2.6.3. Site provisioning
The process for proposing, allocating and provisioning sites within the core site collections (to support committees, research projects, student societies and My Sites) is fully described within the Oxford Nexus SharePoint Governance Policy. Please note that site provisioning responsibilities may lie with the SharePoint Co-ordinator and Site Owners, and not with IT Services.
In summary, a request for a SharePoint site should be put to the owner of a departmental (or other large unit) Site Collection. These individuals are usually referred to as SharePoint Co-ordinators. If no appropriate Site Collection appears to exist, the request should be put to the IT Services Help Centre, outlining the purposes of the site, the numbers of anticipated users, and anticipated storage required.
Where IT Services has to play a role in site provisioning and where a request for such is received between 9am and 5pm on a working day, IT Services will endeavour to begin servicing the request within one working day.
2.6.4. Site templates and support expertise
IT Services provides predefined templates for committee sites only (two examples). Other activities have been shown to be best supported by the standard SharePoint team sites. The following sub-sites are also available to all site owners:
· Meeting workspace (to support specific meeting instances)
· Document workspace (to support collaborative working on one or more documents; version control may be enabled by the user; the maximum size of any given document uploaded is currently 100 MB)
· Blog function
· Wiki function
Other site types are available, although IT Services has developed documentation and expertise limited largely to the above functions. Due to the broad scope of functions and activities within SharePoint, and the wealth of support documentation available across the world wide web, IT Services direct support should be seen as ‘reasonable efforts’ and users are strongly encouraged to use local IT support, external documentation, and postings on the Oxford Nexus Support Forum as much as possible, in order to solve problems.
The default SharePoint search function is available for all sites.
2.6.5. Client access
18.104.22.168. Client access: generally
IT Services provides support documentation for a range of software clients that may be used to access the Nexus SharePoint service. The specific functionality available depends on the client being used. In general, Web-based access to SharePoint is supported by Internet Explorer, Firefox and Safari browsers (on any of Microsoft Windows, Apple OS X, or Linux), and desktop access with Microsoft Office 2007 and 2010 (Windows only).
Access to the Oxford Nexus SharePoint Service is available to authenticated users both within and outside the University network.
Public, unauthenticated access to Nexus SharePoint sites is not available.
2.6.6. Site de-provisioning
IT Services is responsible for the removal of inactive sites as per the SharePoint Governance Policy. These include My Sites where an account has been deleted from the Oxford Nexus Active Directory.
2.6.7. Register of SharePoint Co-ordinators
IT Services endeavours to keep current the list of SharePoint Co-ordinators (see below). However, IT Services is reliant upon the SharePoint Co-ordinators themselves for the accuracy of this list.
2.6.8. Online Forms Toolkit (Nintex)
The Nexus groupware service also includes an online forms toolkit that enables teams to create and distribute electronic forms that are completed and returned by the user. Users are also able to attach appropriate supporting documents, such as references or CVs.
Access to the Online Forms Toolkit can be provided by IT Services or the Site Administrators on request.
3. Summary of client’s responsibilities
Clients of the Oxford Nexus SharePoint Service include those engaged in the following roles, which are addressed in this section:
- All end users
- SharePoint Co-ordinators
- Site Owners
- Sponsors of external users
Within SharePoint, users may be allocated one or more roles, including the above, plus Site Collection Administrator, Site Owner, Site Member, and Visitor. The role determines which rights the user has, including the extent to which the user may grant rights to other users.
A site or resource owner may authorise access to a site or resource to anyone holding Oxford Single Sign-on credentials (including staff, students, and virtual access card holders).
3.1. Local IT support
Many aspects of the service are dependent upon client desktop set up. These include, but are not limited to:
- General network access
- Opening of documents in client software (e.g. Microsoft Word)
- Interfaces with other client software (e.g. Groove, Filamente, Shareplus, Microsoft Outlook)
- Local storage of documents in ‘SharePoint Drafts’ folders
- Local archival of documents
Such matters are beyond the scope of IT Services support and local IT assistance should be sought.
3.2. All users
All users of the Oxford Nexus SharePoint Service are responsible for:
· Reporting, in a timely manner, any fault which becomes apparent
· Complying with the University Regulations Relating to the use of Information Technology Facilities (see http://www.admin.ox.ac.uk/statutes/regulations/196-052.shtml)
· Operating within the Guidelines for Acceptable Use of the SharePoint Service
· Use of this service is subject to, and implies, acceptance of any applicable regulations, including but not limited to:
Oxford University IT regulations policy - http://www.it.ox.ac.uk/policies-and-guidelines
JANET(UK) Statement of JANET acceptable use policy - https://community.ja.net/library/acceptable-use-policy
University Policy on Data Protection - http://www.admin.ox.ac.uk/councilsec/compliance/dataprotection/policy/
Information Security Policy - http://www.it.ox.ac.uk/policies-and-guidelines/information-security-policy
3.2.1. Fault reporting
Problems with the Service should be reported to the IT Service Desk (http://help.it.ox.ac.uk/help/request) in the first instance where, if appropriate, the issue will be escalated to the Oxford Nexus Service Team for specialist diagnostics and advice.
3.3. SharePoint Co-ordinators and Site Collection Administrators
Each Site Collection associated with major unit of the collegiate University, as defined in the PRAS organisational chart (see http://www.admin.ox.ac.uk/pras/uniorg/) must have one or more individuals taking the role of SharePoint Co-ordinator for that unit. Owners/Administrators of ‘other’ Site Collections have similar responsibilities. These include:
· Management of the ‘top level’ or ‘root’ site of the site collection
· Creation of sites within the Site Collection
· Managing the permissions for user access to the root site of the Site Collection and, where necessary, to the sites beneath the root site
· Preventing unauthorised access to materials
· Removing content and sites where no longer active or required
· Complying with the University Regulations Relating to the use of Information Technology Facilities (see http://www.admin.ox.ac.uk/statutes/regulations/196-052.shtml), especially regarding the clauses within ‘Examining Users' Data’
· Managing the storage demands of the Site Collection under the quota assigned to it
· Notifying IT Services when the roles of SharePoint Co-ordinator or Site Collection Owner or Site Collection Administrator is relinquished and supplying the name of the replacement
· Point of contact for user support within the site collection
· Participating in, or coordinating the unit's response to, any evaluation of the service; and generally providing feedback to IT Services on the quality of service and suggestions for future enhancements.
Further guidance is given in the Guide for SharePoint Co-ordinators document. The above list is broad and encompasses a variety of skills and responsibilities. Thus, it is appropriate and desirable that the role of SharePoint Co-ordinator is shared amongst a group of individuals for each site collection.
Administrative tasks associated with Nintex Forms and Workflows (for example, activating or retracting site collection features and controlling user access to Nintex solutions).
3.4. Site owners
Site owners, including the owners of My Sites, are responsible for:
· Maintenance of the assigned site(s)
· Creation and maintenance of any sub-sites
· Managing the permissions for user access to the site where these are required to be different from the Site Collection to which the site belongs
· N.B. Note that the Shared Documents area of a My Site is open to all authenticated users, but that these permissions can be easily changed by the owner of the site
· Removing content and sites where they are no longer active
· Archival or deletion of old or inactive material, especially when requested by the SharePoint Co-ordinator or Site Collection Administrator
· Nintex Forms and Workflows related responsibilities (for example management of Nintex forms and workflows, ending any faulty or malfunctioning Nintex workflows within a site).
3.5. Sponsors of external users
Site Owners, SharePoint Co-ordinators and Site Collection Administrators can request that an individual, external to the University, be given access to Oxford Nexus SharePoint. The method of access/request is outlined in the SharePoint Governance Policy. The sponsor of the external member is responsible for:
· Ensuring that the external member is aware that s/he should comply with the University Regulations Relating to the use of Information Technology Facilities (see http://www.admin.ox.ac.uk/statutes/regulations/196-052.shtml)
· Ensuring that the external member has appropriate access to the document library or site which prompted the membership request in the first instance
· Informing IT Services when the external member no longer has need to access Oxford Nexus SharePoint
Note that some sites within Oxford Nexus SharePoint are set to allow access to ‘any authenticated user’. External users will have the same access to such sites, and their content, as most Oxford University members.
4. Premium services
None apply at present. A policy of charging for storage quota increases may be introduced in future.