Document title | IFCA Corporate SLA | ||||||
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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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This |
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Corporate Service Level agreement (SLA) is valid for all IT services provided 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
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Response and resolution times are provided as service level targets (see section "2949154Service level targets").
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 "2949154Support". Response and fulfilment times are provided as service level targets (see section "2949154Service level targets").
Anchor Service level targets Service level targets
4 - Service level targets
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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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