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 catalogue, 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.

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.

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For planned interruptions and (unplanned) incidents, the following targets apply:

High-criticality services

• 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 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)

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

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Support is provided via the IFCA helpdeskHelpdesk ¹², which is the single point of contact for users for support requests and incident handling.

Service communication support is available all bussiness days from 09:00 to 17:00.

Incident handling

Disruptions to the agreed service functionality or quality will be handled according to an appropriate priority based on the impact and urgency of the incident. The IFCA will endeavour to resolve incidents within five working days.

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

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The following are the agreed service level targets for Services: 

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• 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.

References

1. IFCA Status Website:   https://status.ifca.es/ (1)

2. IFCA Helpdesk:   https://support.ifca.es/ (12)