Skip to end of metadata
Go to start of metadata
Table of Content

Service Level Agreement

Name of Service

Alumni Email Server Service, short name "alumnimail".

Service Description

The service provides email service, network access and hardware maintenance for the alumni email server "helena".

Service Products

A physical server running Linux operating system is hosted in the server hall. Hardware maintenance is performed upon incident or request.

Air condition, power supply, uninterruptible power supply, and network access is provided.

The server has the IP address 212.201.44.34 and can be addressed by the names "helena.jacobs-university.de" or "mailhost.jacobs-alumni.de".

The server is included in IRC-IT's monitoring system.

The server is included in IRC-IT's backup system.

The server provides email sending, delivery and retrieval services.

The service provider provides the server administrator.

Service Customer

Resource Development/Alumni Office: Hagen Böttcher.

This SLA has been agreed upon on 05.03.2008.

Service User

Jacobs University Bremen Alumni Association e.V.: Abdu Mudesir.

Service Continuity

The service is provided until end of May 2008. (warning) artifically short due to upcoming PITID changes.

Service Availability

The service is available 24/7. Technical support and incident response is provided as described below.

From Jacobs University's campus network and the public Internet TCP port 25 (SMTP), TCP port 465 (SMTPS protocol), TCP port 587 (SMTP submission), TCP port 80 (HTTP protocol, web application for email access), TCP port 443 (HTTPS, web application for email access), TCP ports 110 (POP3), 995 (POP3S), 143 (IMAP4), 993 (IMAP4S), are accessible.

From the Alumni Application Server, a service user can access, via ssh protocol, the command line and start a program for email box creation. Parameters to the call are mailbox name and a list of aliases for that account.

Service Reliability

The service is 99% reliable, calculated per month.

Service Charging

No internal costs for service provisioning is charged to the Service Customer or Service User.

Costs resulting from maintenance or changing hardware, software, or external service contracts are charged to the service customer's cost center.

Service Security

The server administrator is responsible for technical soundness of the server in all aspects. The server administrator is also responsible for the security of the server, services and applications.

Service Prerequisites

To verify email logins, SASL-based access to the Alumni Application Server is required.

Service Customer/User Responsibility

The Service Customer is responsible for any content stored on or published by the server. IRC and Jacobs University policies, German and International laws apply.

The Service Customer prevents abuse of the system by enforcing adequate system, application and data security and integrity of the Alumni Application Server.

The Service Customer provides updates of the contact information regarding this Service Level Agreement to ensure timely communication.

Service Support

Support Extent

The Service Desk for Faculty and Staff ensures availability of the service products to the extent of this Service Level Agreement.

Support Channels

Service support can be reached by employing the Service Desk for Faculty and Staff contact channels.

Support Availability

Incident response is available during business hours.

Configuration and extension requests, and other inquiries should follow the procedures and contact channels for Service Desk for Faculty and Staff.

Service Workflows

Incidents

Upon incidents detected by IRC-IT's monitoring system and not immediately resolvable to the extent of this Service Level Agreement, the service user and service customer will be informed.

After resolving the incident, the Service Desk for Faculty and Staff informs the service customer and service user about the taken measures, configuration changes and results.

Requests

Requests and inquiries should follow the procedures and contact channels for Service Desk for Faculty and Staff.

Backup Configuration

The content of the following directories is saved each work day and retained for thirty days:

Directories in Backup
/etc
/usr/local/etc
/srv
/var (excl. /var/lib/imap/socket)

Restoring data from backup should follow the procedure for incident response. Data will be restored to the original directories.

Key Performance Indicators

Monthly availability numbers of the IT services as reported by IRC-IT's monitoring system.

Measurements of Key Performance Indicators

Availability Service

External pages show the availability of HTTP, POP3, IMAP4, and SMTP for the last month and, for informational purposes only, for the last 7 days.

Live System Status

The live status of the system implementing the service can be seen at this external page.

Additional Links

IRC-IT policies can be found at Policies. A collection of relevant German laws can be found at Legal.

User-related access information can be found at Alumni Email.