Schedule C to Exhibit 1
Standard Maintenance Windows
The Standard Maintenance Matrix below applies to the Cloud Environment and Client's System identified in Schedule A.
Terminology
- General Hosting Infrastructure – Controlled by Ellucian and encompasses the following: Firewalls, Routers, Switches, DNS, Proxy, Hosting Environment, Operating Systems and Facilities.
- Client Specific Application/Services Infrastructure – Controlled by Client and encompasses the following: Database Software, Applications, Clones/Refreshes, System Configuration Changes, and Programming related activities.
- Ellucian Manager – Ellucian manager with direct responsibility for changes to a particular service area.
- Ellucian CAB – Change Advisory Board [General]. The Committee of Ellucian stakeholders that review and approve the change. Depending on the scope of the change, the CAB may involve managers, directors, general managers, and potentially vice presidents.
- Client CAB (Recommended) – Change Advisory Board [Client]. The Committee of Client stakeholders that review and approve the change. This committee will be defined by the Client. Examples are project managers or site CIOs/Directors who are directly responsible for the Hosting Services and Applications.
Standard Maintenance Matrix
Client Specific Application/Services Infrastructure
| Duration | Date | Anticipated service disruption | Notification | Final Approvals |
|---|
| Daily | 1 hours | Weekday | None | None | Ellucian Manager |
|---|
| Weekly | 4 hours | Weekend | Low | 1 week prior | Ellucian CAB and Client CAB |
|---|
| Monthly | 8 hours | Weekend | Likely | 2 weeks prior | Ellucian CAB and Client CAB |
|---|
Notes:
- a.Even though change windows are defined they will only be used as necessary. Emergency changes required to restore a disrupted service will follow documented change processes and may not occur during one of the windows defined above or during a defined window.
- b.For Client Specific Application/Services Infrastructure, Ellucian will discuss and mutually agree with the Client to schedule daily, weekly and monthly change windows. The above table is a suggested standard model and will be used pending such mutual agreement between Client and Ellucian.