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Annex A Services Provided by RDN
RDN Service Level Definitions
1st August 2005 to 31st July 2006
Contents
Definitions
A1.1 Standards Management Description
A2.1.2 User Registration and Authentication
A2.2 Documentation, Support Material and Training
A2.2.1 Documentation and Support Material
A2.4 Technical and Operations Support
A3.2 Subject Portals Development
Definitions
Resource Discovery Network (RDN): a distributed federation of subject-based information services seeking to enrich learning, research and cultural engagement by providing access to high-quality Internet resources.
Resource Discovery Network Executive (RDN): the organisation responsible for the Policy and Standards documentation that ensures coherence, consistency and interoperability across the RDN. The RDN central website is hosted by UKOLN who also delivers the Resource Finder service described below
Hub: an RDN organisation offering various services within the RDN framework. These services will include one or more Internet Resource Catalogues. A hub may also offer broker services in order to provide seamless access to the range of services that it offers.
Item: a physical or digital entity
Collection: an aggregation of one or more items
Service: the provision of, or system of supplying, one or more functions of interest to the end-user. A service may provide access to an item or collection at a particular location. The location may be physical or digital (on-line). Note that there will be services that do not provide access to items or collections, for example, photocopying, printing or banking services
Resource: an item, collection or service of interest to the end-user.
Network Service: a service that is provided on-line (digitally). Network services include those that provide access to items or collections at a digital location, for example Web sites, document supply services, abstracting and indexing services, data archives, online catalogues, databases, email archives, etc. Note that there will be network services that do not provide access to items or collections, for example format conversion, printing, authentication or e-commerce services.
Structured Network Service: a network service that provides structured access to structured resources based on protocols such as Z39.50, Whois++, LDAP or IMAP. Note that a HTTP-based service is typically not 'structured', in the sense that it doesn't provide structured access to structured resources - this may change in the future with the development of XML Query Languages and the increased delivery of XML-based resources to the end-user.
Portal: an unstructured network service that provides access to a range of heterogeneous network services, local and remote, structured and unstructured. Such network services might typically include resource discovery services, email access and online discussion fora. Portals are aimed at human end-users using common Web 'standards' such as HTTP, HTML, Java and JavaScript.
Broker: a network service that provides access to a range of other, heterogeneous, local or remote structured network services. In some cases a broker will provide a structured network service, intended for other software applications (non-human end-users). For example, a broker may function as a structured network service for another broker. A broker may comprise part of a portal.
Internet Resource Catalogue (IRC): a database of Internet resource descriptions that is made accessible through a structured and/or unstructured network service. The Internet Resource Catalogues provided by RDN hubs focus on particular subject areas.
Record: an individual resource description held in an Internet Resource Catalogue database
Subject Gatewayand Gateway: names often given to an Internet Resource Catalogue. Increasingly these names are also used synonymously with portal.
Resource Finder: an RDN Executive broker that provides a central cross-search of the Internet Resource Catalogues and other structured network services offered by the RDN hubs.
RDN core services: the core set of RDN services, comprising the Hub-based Internet Resource Catalogues and the RDN Executive Resource Finder service.
The RDN is a distributed federation of subject-based information services seeking to enrich learning, research and cultural engagement by providing access to high-quality Internet resources. Organisationally, the RDN is made up of a number of hubs, each offering several network services. The primary network services offered by the hubs are their subject-focused Internet Resource Catalogues. These are available from the hubs: BIOME, EEVL, Humbul, SOSIG and PSIgate, Altis, Artifact and GEsource. The RDN co-ordinates the technical, policy and other frameworks within which such network services are developed. The RDN Executive acts as managing agent for the development and availability of the subject-focused Internet Resource Catalogues by the hubs. The RDN Executive also offers network services for the RDN as a whole, including a central broker service, known as the RDN Resource Finder, providing a central searching function across all the RDN Internet Resource Catalogues.
A1.1 Standards Management Description
Description
The RDN Executive is responsible for the definition and continued development of the RDN Policy and Standards documentation applicable across the RDN for ensuring maximum coherence, consistency and interoperability. The RDN Executive manages and monitors the adoption of and adherence to this Policy and Standards documentation by each RDN service.
Service Level
The RDN Policy and Standards documentation comprises: collections management policy; marketing and communications plan; RDN strategic plan 2004-2007; technical integration plan; cataloguing guidelines; interoperability framework; and performance measurement framework.
Performance Indicators
a) RDN Policy and Standards documentation reviewed at six monthly intervals
b) positive feedback from the hubs on the implementation and relevance of the standards
c) Within one month of release of revised documentation, agreement with each hub of a programme for implementation of any revisions to the RDN Policy and Standards documentation
Reporting
Quarterly:
- List of new releases of Policy and Standards documentation with date of release to hubs and date of agreement per hub of implementation schedule
- Six-monthly Review reports
Exception reports by hub on noncompliance with any part of the Policy and Standards documentation
A1.2 Hub Management
Description
The RDN Executive acts as managing agent, on behalf of the JISC, for the RDN hubs. This includes:
- ensuring the adoption of the RDN Policy and Standards documentation
- reporting on the expansion and enhancement of the online catalogues and the continuing development of Internet Resource Catalogues,
- overseeing the implementation of training and awareness programmes that most suit the needs of the individual hubs but within the compliance framework,
- monitoring the performance of each hub,
- evaluating and reporting on developments undertaken by each hub.
Service Level
The RDN Executive has in place a Memorandum of
Understanding (MoU), including SLDs, with each hub specifying
the operational services, the performance targets and the
monitoring reports required to measure the performance of their
components of the RDN core services. These MoUs complement the
MoU in place for the RDN Executive itself. Together they define
the range of operational services, the quality and scale of
operational services required for the RDN as a whole.
Eight hubs are currently operational: BIOME, EEVL, Humbul,
SOSIG and Psigate, Altis, Artifact GEsource.
The RDN hubs identify, evaluate and describe high-quality
Internet resources of relevance to research, learning and
cultural engagement in a number of defined subject areas for
which they have responsibility. Resource descriptions
(including links to the underlying Internet resources) are
accessible in the Internet Resource Catalogues developed and
maintained by the hubs. The descriptions are also available
through the central Resource Finder service.
Performance Indicators
- Quarterly reports to the MU, in an agreed format, on the service performance of each hub
- Formal report to each scheduled meeting of the RDN Policy Strategy Forum, on the implementation of the RDN Policy and Standards documentation, progress and evaluation of hub development projects.
Reporting
Quarterly:
- Number of new, reviewed, updated and deleted descriptions added this quarter and year to date, by hub.
- RDN Board of Management reports.
Annually:
- Schedule of updates and increase of descriptions per hub
A1.3 RDN Services
A1.3.1 RDN Core Service
Description
The RDN core services comprise the delivery of
the hub-based Internet Resource Catalogues and the RDN
Executive-based Resource Finder service.
Each Internet Resource Catalogue is delivered through a Web
interface, offering searching and browsing facilities. A Z39-50
service is available for use by third party search
services.
The Resource Finder currently searches across all the available
catalogues using a central amalgamated database of metadata
records, harvested using the Open Archive initiative protocol.
The Resource Finder is available through a Web interface. (This
is also available for use by third party search services).
Service Level
The RDN core services will be available 365 days per year (or 366 days in a Leap Year) and 24 hours per day, apart from planned maintenance times, which shall be published at least two weeks in advance to all client institutions.
As far as possible, maintenance times shall be synchronised and shall fall during the 'scheduled maintenance' period from 0700 and 0900 hours on Tuesdays. The availability of RDN core services shall be calculated on the basis of scheduled availability (i.e. the time when the service was actually available to users divided by the time when it was scheduled to be available). For any one of the RDN core services, planned maintenance averaged over a twelve-month period is not expected to exceed 10% of the total available 'scheduled maintenance' hours.
The RDN core services will be staffed from 0900 to 1700 hours on weekdays, excluding the following public holidays
Christmas Day
Boxing Day
New Year's Day
Good Friday
Easter Monday
Last Monday in May
In addition, individual components of the core services will not be staffed when the relevant host institutions are officially closed.
Performance Indicators
- Availability:
Resource Finder - 99% of scheduled uptime.
Each Internet Resource Catalogue - 99% of scheduled uptime.
- Access rate supported
Resource Finder - 15,000 queries per day.
Internet Resource Catalogues per Hub - 15,000 queries per day
- Each Z39.50 and Whois++ component of the RDN core services will support a response time of less than 5 seconds for each query (measured locally).
- Accuracy and value of online catalogues as perceived by users.
- Evidence of continuing maintenance of the accuracy of the Internet Resource Catalogues reviewed quarterly
Reporting
Quarterly:
- Scheduled downtime (downtime advertised and downtime used) of each RDN core service
- Unscheduled downtime of each RDN core service (number of breaks and length of each break).
- Number of pages served (broken down by 'home' page and other HTML pages) by month, by core service
- Number of Resource Finder searches performed by month and by protocol
- Number of searches performed by month, by Internet Resource Catalogue and by protocol
- Number of sets of results served by month, by Internet Resource Catalogue and Resource Finder, by protocol and type of result
- Number of direct catalogue accesses, number of accesses referred from the Resource Finder, per month, per Internet Resource Catalogue, per protocol
- Sample reports for indicator c) above.
- Number of new, reviewed, updated and deleted Catalogue entries by hub.
A1.3.2 Behind the Headlines
Description
A collection of links to background information about the
latest headlines.
A list of 15 current news topics is displayed on the 'Behind the Headlines' home page. Links giving background information to these topics are gathered from existing RDN holdings. Three new topics are added each working day and three are removed. Topics may be accessed either from the Behind The Headlines home page or directly.
Performance Indicators
Availability: - 99% of scheduled uptime.
Access rate supported - 15,000 accesses per day.
Currency of subject matter
Accuracy and value of service as perceived by users.
Reporting
Quarterly:
Scheduled downtime (downtime advertised and downtime
used)
Unscheduled downtime (number of breaks and length of each
break).
Number of accesses to BTH home page
Number of requests for XML source file
Number topics added
Number of topics removed
A1.3.3 Virtual Training Suite
Description
A set of online tutorials designed to help students, lecturers
and researchers improve their Internet information skills. The
tutorials take around an hour each to complete, and include
interactive exercises.
Performance Indicators
Availability: - 99% of scheduled uptime.
Access rate supported - 15,000 accesses per day.
Accuracy and value of service as perceived by users.
Reporting
Scheduled downtime (downtime advertised and downtime
used)
Unscheduled downtime (number of breaks and length of each
break).
Number of accesses to VTS home page
Number tutorials added
Number tutorial removed
A2.1 User Support
A2.1.1 Help Desk
Description
A helpdesk facility is provided at the RDN Executive and at each hub.
Service Level
The helpdesk facility is staffed to deal with email enquiries only. Responses to telephone enquiries are dealt with on a best efforts basis.
Performance Indicators
- 100% email enquiries acknowledged within 1 working day.
- 90% email enquiries resolved within 5 working days.
- 98% of enquiries resolved within 20 working days
Reporting
- Number of enquiries by RDN Executive and hub, by category.
- Number of enquiries outstanding after 1 working day, after 5 working days, after 20 working days.
- On request, access to descriptions of unresolved enquiries.
A2.1.2 User Registration and Authentication
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A2.2 Documentation, Support Material and Training
A2.2.1 Documentation and Support Material
Description
The RDN will provide documentation to encourage educational and cultural exploitation of RDN resources. The RDN will provide appropriate on line user documentation to provide on line help facilities for the use of the RDN resources. Information about the RDN and its resources is available on the RDN web site http://www.rdn.ac.uk.
Service Level
Documentation will be produced in electronic form and, where appropriate, will be made available for downloading by users.
Performance Indicators
- New/updated documentation will be available by the start of any new/updated service.
- The information on web sites of the RDN will be up to date and accurate.
- Value of the documentation as perceived by users.
Reporting
- List of new/updated items of documentation by service.
- Annual list of available documentation with dates of publication.
A2.2.2 Training
Description
The RDN will operate training and awareness programmes to encourage educational and cultural exploitation of the RDN resources.
Service Level
Training and Awareness programmes are provided by each hub, normally on a full cost recovery basis. Forthcoming events are advertised via the RDN and RDN hub web sites.
Performance Indicators
- Value of events as perceived by attendees.
- Value for money of events.
3. Publication of a training and awareness schedule for the RDN as a whole on each web site.
Reporting
- List of events, date, location, number of attendees, funding indicator (for profit/ break even/ subsidised).
- Updates to training and awareness schedule
Description
The RDN will promote the use and value of its resources to UK education and research communities. The RDN will market its resources to potential business partners. The RDN will maintain a mailing list and contacts database.
Service Level
RDN promotes its resources by attending and giving presentations at a wide range of events and meetings, through mail shots and press releases, and in conjunction with JISC ASSIST.
Performance Indicators
-
Reporting
List of events and activities
A2.4.1 Operations Support
Description
Operations staff will be responsible for the day to day running of hardware and communications equipment associated with the RDN core services. They will raise fault reports with the relevant supplier for any faults and will escalate problems as appropriate. Operations staff will be responsible for taking regular filestore backups and for placing backup tapes in a fire safe.
Technical support staff will be responsible for maintaining the operating system and database software, and for any database and filestore administration for the RDN core services.
Service Level
Operations and technical support staff will be available during normal staffed periods. The hardware and communications equipment will run in 'unattended mode' when operations staff are not present.
The RDN core services are distributed as follows:
- Resource Finder at the University of Bath
- Biome at the University of Nottingham
- EEVL at Heriott-Watt University
- Humbul at Oxford University Computing Services
- SOSIG at University of Bristol
- PSIgate at Manchester Computing
- Artifact at Manchester Metropolitan University
- GEsource University of Manchester
- VTS at University of Bristol
- RDN Executive at UKOLN
Performance Indicators
- The Service machines and communications facilities used to deliver individual components of the RDN core services will be available 99% of scheduled uptime.
Reporting
- Number of breaks in service per machine per core service. Machine downtime per break.
- Number of periods and length of time per period per machine per core service for scheduled downtime.
A2.4.2 Network Connectivity
Description
The hardware for each core service is linked to the host institution's local area network with onward connection to the institution's gateway to JANET
Performance Indicators
a) Availability of 99% of scheduled uptime for the LAN for each core service
b) the LAN for each core service will have sufficient capacity to maintain local response times as defined in A1.3
c) the 'gateway' machine at the host institution for each core service will have sufficient capacity to support a total of 15,000 accesses per day to the core service
Reporting
Number of breaks in LAN or gateway service per site per core service. Length of time per break.
A3.1 Business Development
Description
The RDN, Executive in liaison with the hubs develops and maintains a business plan for the RDN to fulfill the business objectives of the RDN to sustain the growth of the hubs and to reduce the dependency of the RDN on funding input from the JISC. The business plan includes a technical development strategy
Service Level
Performance Indicators
- Updated business plan, including targets and milestones, to be presented to the RDN Steering Committee annually.
- Quarterly progress report on the achievement of targets and milestones to the RDN Steering Committee.
- Interim reporting to the JISC Executive, as required.
Reporting
Quarterly:
- Progress report to the RDN Board of Management
Annually:
- Annual updated business plan to the RDN Board of Management
A3.2 Subject Portals Development
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