Document title

IFCA Corporate SLA

Document link

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

Last Document Revision

 

Status

Glossary of terms

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

General


This 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

IT services 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.

2 - Service hours & exceptions

Overall availability target

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

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

High-criticality services

All other services

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

Any incident reported through approved channels will be acknowledged and reacted upon next business day (target reaction time). To accelerate the response to critical incidents, users recognizing a potentially critical or major incident are obliged to report this incident through dedicated emergency channels, allowing for a target reaction time of less than 60 minutes.

3 - Support

Support is provided via the IFCA Helpdesk 2, 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").

4 - Service level targets

The following are the target service level targets for all 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

The provisioning of the service under the agreed service level targets is subject to the following limitations and constraints:

6 - Information security & data protection

The following rules for information security and data protection apply:

7 - Responsibilities

The responsibilities of the Customers and Users are:

References

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

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