Document title

IFCA Corporate SLA

Document link

https://confluence.ifca.es/display/IC/Corporate+Level+SLA

Last Document Revision

20 May 2019

Status

colour	Green
title	FINAL

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

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Excerpt
This Corporate Service Level agreement (SLA) is valid for all IT services provided

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by 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.

1 - The services

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.

Services, for which even a short downtime has significant impact on business operations, are marked in the service catalogue as either a high-criticality service or a medium-criticality 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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Anchor
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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Support is provided in following languages: English, Spanish.
Downtimes caused due to upgrades for fixing critical security issues are not considered SLA violations.
Failures in the normal operation of the service caused by failures in service provided by the Customer are not considered SLA violations.
Force Majeure. A party shall not be liable for any failure of or delay in the performance of this Agreement for the period that such failure or delay is due to causes beyond its reasonable control, including but not limited to war, strikes or labor disputes, embargoes, government orders, natural phenomena or any other force majeure event.
The file system provides internal redundancy to the failure, implementing a RAID DDP, but there is always the possibility of a disaster. No backups are made, unless it is an explicit condition of the project coditions. Please make your own backups.

6 - Information security & data protection

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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).