Services

SpeakApps Services

FUOC offers two ways of using the SpeakApps tools based on the Software as a Service (SAAS) model:

a) SpeakApps Cloud: This mode allows the use of the SpeakApps tools from the cloud and includes a Learning Management System (LMS) Moodle.

b) SpeakApps Plug-in: This mode allows the integration and use of the SpeakApps tools in the educational platform of the client, provided that it is compliant with the IMS LTI specification.

These modes are offered in two types of services:
I. Standard Service: This service guaranties the clients’ access to the most stable versions of the tools and the educational platform. Standard service does not include the either customization of graphics nor any ad hoc adaptations or customized developments. Other exclusions: monitoring services, client access to backups, individual support service.

II. Premium Service: This service includes the coverages described in the Standard service. It also includes support in the configuration and the set up of the tools and the educational platform. It also allows customization (logo and corporate image of the client) and updates of tools and the educational platform. Other services included: monitoring services, periodic reports, client access to backups incidences, individual support service and the possibility contracting ad hoc developments.

 

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* Standard service clients will receive updates of the tools periodically at the discretion of the SpeakApps technical team
 

Service Coverages

Standard Service

Technical conditions of Standard service

Servers SpeakApps tools will be installed on servers managed by FUOC that could be accessed via cloud computing.
Service Availability SLO: 99,5% (percentage of monthly service with 24×7 availability, excluding planned service interruptions).
Problem-solving FUOC is committed to make its best efforts to resolve incidences within 48 hours on weekdays and 72 hours on weekend or holiday.
SLO: 90% problem solving in the defined timeframe, annually measured.

 
Maintenance general conditions of Standard service

Service coverages SpeakApps Plug-in:
- Administration of servers and cloud services (virtual machines, databases, release updates, etc.) and connectivity to the Internet.
- Correction of errors (under specifications).
- Correction of bugs.
- Correction of plug-in errors in the integration of SpeakApps tools (in the clients’ LMS).
- Security management and data protection.
- SpeakApps tools release updates (determined by provider).

SpeaApps Cloud:
- Services described in SpeakApps Plug-in.
- Super-Admin of the LMS.
- Management of administration users ( virtual classrooms and LMS).
- LMS release updates (determined by provider).

Service Availability Maintenance service is available 24×7 and ensures a recovery procedure in case there is a service failure during the weekend or holiday
Exclusions Not covered:
- Client’s internet connectivity.
- Problems on the client’s LMS.
- New features and additional plug-ins.
- Errors in hosting servers (e.g. Amazon).
- Support on installation and configuration of the LMS and SpeakApps tools
- Support on content creation and management in the LMS.
Severity Levels FUOC will determine the severity level of the incidence together with the client and will jointly set the deadlines for its resolution.
Client data Backups Daily client data backups for internal management of the tools and the educational platform. Standard service does not give access to those backups and the client will be responsible of backing up the contents for internal management

 

Premium Service

Technical conditions of the Premium service

Servers SpeakApps tools will be installed on servers managed by FUOC that could be accessed via cloud computing services exclusively for the client.

Service availability SLO: 99,5 % (percentage of monthly service time with 24×7 availability, excluding planned service interruptions).
Problem-solving FUOC is committed to make its best efforts to resolve incidents within 48 hours on weekdays and 72 hours on weekend or holiday.
SLO: 90% problem solving in the defined timeframe, annually measured.

 

Maintenance general conditions of Premium service
Premium service includes the coverages described in the Standard service. Moreover, it provides the following services:

Service coverages SpeakApps Plugin:
- Support on installation and configuration of the SpeakApps tools.
- Support on content creation and management in the SpeakApps tools.
- Release updates of SpeakApps tools agreed with the client.
- Request of read access to servers and data by the client.
SpeakApps Cloud:
- Services described in SpeakApps Plug-in.
- Support on installation and configuration of the LMS (IMS LTI compliant, other ask for a customized service)
- Support on content creation and management in the LMS.
- Release updates of LMS agreed with the client.
Exclusions Not covered:
- Client’s internet connectivity.
- Problems on the client’s LMS.
- New features and additional plug-ins.
- Errors in hosting servers (e.g. Amazon).
Client data Backups Daily client data backups for internal management of the tools and the educational platform. The client can request access to those backups.
Reports The client may request the following progress reports:
- Registered users
- Concurrent users analysis
- Use statistics
- Support service statistics