Service Level

An overview of the terms of service for Oxford Mosaic is outlined below. For more detailed information read our full Service Level Agreement.

Summary of the responsibilities of IT Services

Hours of Service

The service is offered as follows:

  • Platform availability is supported 24x7 by our hosting provider with a 1-hour response to issues that result in the platform going offline.
  • Platform availability operates with a 99.95% uptime SLA. Site configuration and content management support is from 9am to 5pm Monday-Friday, except for UK national holidays and IT Services’ fixed closure days.

We will monitor and report on service availability as outlined above. Service usage information will be reported annually in the IT Services Annual Report. The service will be reviewed annually by the Service Owner and the Service Delivery Manager, during which this SLA will also be reviewed.

Any notification of service maintenance during normal hours of service will be notified to Mosaic users by email from a list maintained by the service team.

Service Window

The hours of service exclude a regular service window for scheduled maintenance. This service window is Thursday 8am-10am. (An alternative window of Tuesday 8am-10am is occasionally used instead, when it is not possible to schedule maintenance on a Thursday.) During this service window the quality of service may be impacted for 45 minutes during maintenance activity. Service announcements for planned maintenance will be notified in advance by email to all Mosaic users. Updates on unplanned or emergency maintenance will be given retrospectively.

Emergency Maintenance

The hours of service exclude emergency maintenance that is required outside of the service window: users or site owners will be notified with as much notice as possible before emergency maintenance takes place.

Emergency maintenance will be required if any Critical defects are identified in the platform, these levels are explained in more detail in section 2.3 of the full Service Level Agreement.

Planned Maintenance

The hours of service exclude routine planned maintenance where 2 days' notice is provided to users (i.e. 40-48 hours prior, depending on the time of day that the email is sent). Exceptionally, and very rarely, a longer period of maintenance is required. 2 weeks' notice will be given to site owners of any maintenance that will take longer than the standard service window, or that is made as a planned change that has to be undertaken during business hours outside the standard service windows.

Standard Incident Response

Service requests and fault reports relating to this service should be sent to the IT Service Desk:

IT Services will commence investigation of faults reported through our standard channels within one hour, during normal working hours.

Platform Software Updates

  • Feature Requests
  • Ongoing Platform Improvement
  • Defects

Summary of the responsibilities of the Website Owner and all other delegated content creators

Collective Responsibility

Website Owners and all users who have delegated content creation permissions, hereafter collectively referred to as “users”, are responsible for ensuring that this service is suitable for their needs and that they use it according to the help and guidelines available. All use of the service must be in compliance with the Terms of Usage (see below).

Users are responsible for the content displayed on their websites.

Use of this service is subject to, and implies acceptance of any applicable regulations including but not limited to:

  • the General Data Protection Regulation
  • The Data Protection Act
  • The Public Sector Bodies (Websites and Mobile Applications) (No.2) Accessibility Regulations 2018
  • The University Information Security Policy
  • The University Information Security Policy regarding anti-virus software installation
  • Regulations Relating to the use of Information Technology Facilities
  • Janet Acceptable Use Policy
  • Software Licences and Data Set Licences (e.g. CHEST Code of Conduct for Site Licensed Software and Datasets)

Users should report any defect, malfunction, or performance degradation of the service promptly (through the Service Desk) to enable remedial action to be taken.

Terms of Usage and Service Specific Requirements

Website owners are solely responsible for their use of the Site and Services. The Web CMS Platform allows for the posting of content to your public website(s). These public websites' content and privacy policies are not under our control, and IT Services are not responsible for the content of any public website hosted on the Oxford Mosaic Web CMS Platform or any links contained in these websites.

The Web CMS Platform is designated to hold Public information only: it is not managed as a repository suitable for storing Internal or Sensitive content. On a per-site, request-only basis, functionality can be enabled to allow specific web-pages or files on those sites to have their access restricted only to web-users who login using Oxford Single Sign-on credentials (for ‘Oxford-only’ and 'Staff-only' content). This is provided solely to enable customisation of the site navigation experience of users, to help ensure they see only content relevant to them; it is NOT to ‘Secure’ content. Mosaic should only be used to store Public content.

Mosaic does not provide the granular permissions and security auditing tools used by Intranets. It is not an appropriate tool for hosting Intranet sites. It can, however, be used to create engaging and user-friendly web sites containing public information, providing navigation and signposting to internal information stored in SharePoint.

The use of custom CSS (aka ‘custom styling’) on Oxford Mosaic websites is permitted but not supported. The Service will not troubleshoot or investigate issues arising from its use, which is the sole responsibility of Site Owners and content editors. Users should be aware of the difficulties involved in implementing such customisation successfully, including: incompatibility with Mosaic styles, incorrect rendering on mobile devices, accessibility issues for users with disabilities, and conflicts with future updates to the platform. Further information about using custom styling is available in our FAQ.

You are responsible for compliance of your Users with this Agreement and for all activity occurring under your User accounts. You will: (i) maintain the accuracy and completeness of the registration, payment and other information you provide to us; and (ii) keep your login credentials for the Oxford Mosaic Web CMS Platform Service confidential and notify the Web CMS Platform Team immediately of any unauthorised use of your credentials or account or any other known or suspected breach of security. User log-in credentials are for individual, named Users and cannot be shared or used concurrently or by more than one User. You also agree to ensure that your Users exit from their accounts to the Web CMS Platform service at the end of each session. You are responsible for obtaining, maintaining, and supporting all internet access, computer hardware, and other equipment and services needed for access to the Oxford Mosaic Web CMS Platform Service.

You agree not to engage in any of the following prohibited activities in connection with the Oxford Mosaic Web CMS Platform Service: (i) using the Web CMS Platform Service for file storage or sharing purposes (other than incidentally to support your Website’s other functionality as permitted in the Documentation); (ii) transmitting spam, chain letters, or other unsolicited email; (iii) transmitting, storing or using invalid data, viruses, worms, or other software agents; (iv) transmitting, storing or using data that is harmful, threatening, defamatory, sexually explicit, pornographic, obscene or that violates any applicable laws or regulations; (v) harming or exploiting minors in any manner; (vi) obtaining unauthorized access to any other customer’s account to the Web CMS Platform Service; or (vii) impersonating another person, misrepresenting your affiliation with a person or entity, conducting fraud or hiding or attempting to hide your identity. IT Services may, but is not obligated to, monitor Websites and data for compliance with these restrictions and (in addition to its other suspension and termination rights hereunder) may take-down Customer Data from your Websites that does not comply.

The 'powered by Oxford Mosaic' text and logo, link to, and IT Services logo displayed at the bottom of Oxford Mosaic websites are mandatory branding elements of the Oxford Mosaic Web CMS Platform Service. They may not be removed, hidden, repositioned or otherwise altered in any way.

The .web address for your site is tied to the Mosaic platform. The .web address cannot be taken elsewhere if you decide to move away from the Mosaic platform.

For more detailed information read our full Service Level Agreement