Glossary of terms

For the purpose of this SLA, the following terms and definitions apply:

The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", "MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119.

General

This corporate service level agreement (SLA) is valid for all IT services provided to support business processes according to the current valid IT service catalogueby the IFCA Advanced Computing and e-Science group, if no other agreements are in place. The Corporate Level SLA may be extended or replaced by specific SLAs.

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Service delivery & operating times

IT services according to the service catalogue are in general delivered during 24 hours per day, 7 days per week (i.e. 365 days or 8,760 hours), to seamlessly support business operations. Planned and announced interruptions may reduce the effective operating time of a service.

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service.

2 - Service hours & exceptions

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For each service provided, the minimum annual availability target is 99%, independent from the criticality of the service. This means that in one year, the service must not be unavailable for more than 87 hours, if the effective operating time is 8,760 hours. Planned and agreed interruptions (e.g., for maintenance) are not considered as unavailability, since they are not part of the effective operating time. We target 99% availability time, but we do guarantee it, therefore we not exclude lower levels of availability.

Planned interruptions & incidents

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Maximum of 4 planned interruptions per year.
Maximum duration of planned interruption: 1 day.
Support and incident handling between 9:00 and 17:00 on business days.
Target resolution time in case of incidents: less than 1 working day.

All other services

Support and incident handling between 9:00 and 17:00 on bussiness business day.
Target resolution time in case of incidents: depending on the individual priority according to incident prioritization guidelines – up to 3 business days (less than 2 or 1 business days in more urgent cases).

Any planned interruption will be announced in advance via IFCA Status Website ¹ and agreed communication channels.

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Response and resolution times are provided as service level targets (see section "Service level targets 2949154").

Fulfilment of service requests

In addition to resolving incidents, standard service requests (e.g. change or information request, documentation) will be fulfilled through the defined support channels in section "Support 2949154". Response and fulfilment times are provided as service level targets (see section "Service level targets 2949154").

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Service level targets
Service level targets
4 - Service level targets

The following are the agreed target service level targets for Servicesall services:

Service level parameter	Target
Overall service availability	99%, no access <3 days a year
Response time for a support request	Next Business Day
Target resolution time for a support request	5 working days

5 - Limitations & constraints

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The responsibilities of the Customer Customers and Users are:

Provide feedback on the quality of the service received as described in the corresponding CRM.
Raise any issues deemed necessary to the attention of the Provider.
Respond to incident and problem records from the Provider in a timely manner.
Promote an adequate and fair usage of IFCA services, including but not limited to hardware, software and middleware. In particular it is strictly forbidden to try any action that may impact its performance and/or is not indicated in this SLA, including "stress tests" or "benchmarking exercises".
Ensure that any program/data/service using the IFCA services is under the terms of this SLA.
Comunicate if any of his organization users accessing the IFCA services are no longer part of his organization, or should not have access to the services anymore.
The Customer commits to acknowledge IFCA in the scientific publications benefiting from the Service and will provide during Agreement review (yearly) list of scientific publications benefiting from the Service.
The data stored in the system by the Customer must not cause any legal violation due to the content type (such as copyright infringement, dual use, illegal material).