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Service Level Agreement
Name of Service
Alumni Email Server Service, short name "alumnimail".
The service provides email service, network access and hardware maintenance for the alumni email server "helena".
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 126.96.36.199 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.
Resource Development/Alumni Office: Hagen Böttcher.
This SLA has been agreed upon on 05.03.2008.
Jacobs University Bremen Alumni Association e.V.: Abdu Mudesir.
The service is provided until end of May 2008. artifically short due to upcoming PITID changes.
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.
The service is 99% reliable, calculated per month.
Costs resulting from maintenance or changing hardware, software, or external service contracts are charged to the service customer's cost center.
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.
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.
Service support can be reached by employing the Service Desk for Faculty and Staff contact channels.
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.
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 and inquiries should follow the procedures and contact channels for Service Desk for Faculty and Staff.
The content of the following directories is saved each work day and retained for thirty days:
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
Live System Status
The live status of the system implementing the service can be seen at this external page.
User-related access information can be found at Alumni Email.