Banner Data Integrations
Service Level Agreement
Table of Contents
Support Hours and Maintenance Periods
Summary
The purpose of this Service Level Agreement (SLA) is to formalize service and support expectations between the Office of Information Technology (OIT), and the consumer of this service (Customer). This SLA clarifies areas of responsibility with regard to implementation and maintenance of Banner Data Integrations, typically used by Customer departments to enable or enhance software applications they offer and support.
Definitions
Integration
- Software that connects multiple independent applications by moving data between them in a secure manner
- The process of enabling independently designed software applications to work together. Commonly required capabilities include:
- Keeping separate copies of data (in independently designed applications) consistent
- Orchestrating the integrated flow of multiple activities performed by disparate applications
- Providing access to data and functionality from independently designed applications through what appears to be a single user interface or application service [Source]
API
Application Programming Interface, used by software applications to communicate with one another
Data Transformation
The process of changing the format, structure, or values of data
Enterprise Technology Coordinator (ETC)
A PSU employee designated as a “power user” or deep functionality expert of the data within the Banner module under their purview
Vendor
The purveyor/provider of a software application used by Customer
Service Description
Software applications may need to be integrated with Banner for several reasons:
- to provide the application with data needed for its basic functionality;
- to automate data exchange or synchronization that might otherwise have to happen manually (saving staff time, reducing waste & errors); and/or
- to get more accurate & timely data to application users.
PSU staff typically request Banner Data Integrations on behalf of Customer departments when new software applications are under consideration, and OIT develops and maintains integrations to meet Customer and Vendor requirements. OIT reviews and evaluates requests in consultation with Customer, ETCs, and other campus partners regarding feasibility, sustainability, and appropriate data utilization (etc.) to determine whether or not to fulfill integration requests.
Each Banner Data Integration facilitates one business process by exchanging data between Banner and Customer’s software application. Anything beyond ordinary maintenance for each integration may be considered a new integration or may upgrade the integration into a higher tier.
Integration Tiers
OIT offers Banner Data Integration at three distinct scale tiers: Small, Medium, and Large. OIT determines the appropriate tier for each Customer integration, based on requirements of the software application.
Small
A typical Small integration uses existing technical infrastructure to implement a daily file transfer for a single PSU stakeholder, exporting a few fields with little or no transformation. Requirements are clear and the vendor’s technical staff is reliable and responsive, so implementation typically takes about 30-45 person-hours over 2-4 months. An example: We send a CSV or text file once per day to a software party application with name, email address, and PSU ID number.
Medium
Medium integrations may require bespoke technical infrastructure, and likely require OIT to develop APIs or interact with vendor APIs. They may involve simple transformations of data to or from several Banner data tables, at close to real time. Requirements may be unclear or unknown, vendors may have lower technical competence, and multiple PSU stakeholders may be involved, so implementation typically requires 55-95 person-hours over 3-6 months. An example: We update Banner using an API when a user or users take a specific action. The data may need to be transformed in order to be stored in Banner.
Large
Large integrations are similar to Medium except that data often flows both to and from Banner, involves many more data sources, and complex data transformation is required. The impact of transaction failure is high, requiring more attention to error prevention, monitoring, and response. Implementation typically requires 135-300 person-hours over 6-10 months, often involving formal project management and subject matter expertise from across OIT. An example: We update Banner and update the software party application using custom APIs when specific actions or changes occur. Successful data transfer is critical to business processes or student success, and end users will notice right away.
Implementation Time
Requests for new integrations are evaluated and prioritized against existing and pending work, and OIT may not be able to start implementing Customer’s integration for 6 months or more. Once work begins, every integration is different, and the rough time estimates above are just that: estimates. OIT can not guarantee any particular implementation timeframe.
Support Hours and Maintenance Periods
- Support is provided during PSU business days/hours
- Integrations may be unavailable during standard Banner Reserved Maintenance/Downtime Windows:
- Weekdays: 6:00am - 7:00am
- Fridays 5:30pm to Saturdays 6:00am (until 11:59pm once per quarter)
OIT Responsibilities
- Work with Customer, Vendor, and the appropriate Enterprise Technology Coordinator (ETC) to understand integration requirements, feasibility, and maintainability
- Design and develop integrations with Banner
- Determine which data types should be exchanged, according to security, privacy, and performance considerations
- Maintain integrations with Banner
- Make changes necessary to preserve or restore existing or intended functionality
- Update code to address security concerns or OIT technology changes
- New features or components may be considered a new integration or may upgrade the integration into a higher tier
- Troubleshoot and repair issues
- Perform maintenance during normal Banner maintenance windows
Customer Responsibilities
- Procure software application according to PSU Technology Procurement procedures
- Define integration requirements in collaboration with Vendor and OIT
- Test the integration in a non-production environment in collaboration with the appropriate ETC and OIT
- Act as primary vendor contact and liaison to OIT
- Perform any manual (non-automated) work required to implement an integration (e.g., SFTPing a file from vendor server to Banner server)
Communication
- To request a new integration, submit a support request, report an issue, create a change request, or discontinue an integration, use the Banner Data Integration form.
- Service disruptions or outages will be posted on the OIT Status Page.
- OIT and Customer will provide each other with updated contact information should there be any changes to personnel, email addresses, phone numbers, etc.
Changes to this SLA
Changes to this SLA will be announced by OIT with at least 60 days advance notice. Customer may cancel this agreement with at least 60 days advance notice.