CoursEval is a centrally provisioned, locally administered tool which supports online summative student evaluations of teaching. Support services provided by CTLT include training, ensuring information from UBC systems of record are available in the system, sending global emails, and Tier 1 and Tier 2 support. Tier 3 support is coordinated with UBC IT and/or the vendor, as appropriate.
Community of Practice
CTLT supports a Community of Practice for CoursEval which meets once per term to discuss issues arising, provide input into process changes and/or view new software releases.
Incident Handling
- All incidents will be reported through courseval.support@ubc.ca.
Request Handling
- All incidents will be reported through courseval.support@ubc.ca.
Data Retention / Back-up Commitments
- All application data (e.g., survey records) are backed up on a daily basis to a secure network volume (provided by UBC IT)
- Archival back-up files are maintained for one year.
Maintenance
- CTLT may institute standard maintenance windows for security and OS patching.
- CTLT may schedule downtime for application update once every term.
- Maintenance windows will be documented and communicated in advance to CoursEval administrators.
Security Commitments
- Production servers are configured behind firewalls, restricting access to/from ports, protocols and client IP-addresses as appropriate.
- Appropriate administrative level of access to the CoursEval application is granted with the Department Head and Associate Dean’s written permission.
- Users are responsible for understanding and respecting UBC Policy #104.
Time-sensitive requests/incidents
Pre-Survey Period
- CTLT works with Faculty administrators to prepare for survey setup.
- CTLT provides QA to ensure surveys are set up according to Senate Policy requirements.
- CTLT manages the global messaging for survey participation, announcements and reminders.
- Course and instructor changes prior to survey open dates will be escalated to high priority.
Survey Period
- CTLT troubleshoots issues such as: login problems, course enrolment, inquiries about surveys.
- Course and instructor changes after survey open dates will be escalated to high priority.
Availability Commitments
- Hours of service will be 9:00 – 5:00 for primary support
- Any reported issues or modification requests will be considered “normal” priority. (Please see below for time-sensitive requests.)
- Work requested outside of “normal office hours” will normally be performed on a best effort basis.
- For standard support issues, CTLT commits to a normal first response of 1 business day during normal office hours.
- After hour emergency support is available 24/7.
