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Service Level Agreement
Name of Service
GiroWeb Server Service, short name "giroweb".
The service provides network access and hardware maintenance, as specified below, for the GiroWeb server.
Backup is not included.
A virtual server running Windows 2003 operating system is hosted on Jacobs' virtual infrastructure. Virtual environment 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 10.12.31.128 and can be addressed by the names sgiroweb01.
The server is included in IRC-IT's monitoring system, see Key Performance Indicators below.
The server is NOT included in IRC-IT's backup system.
Purchasing Department: Hilke Kobbe.
This SLA has not explictily agreed upon, but the service is being used by the Service Customer for months, hence constituting an implicit acceptance.
GiroWeb ccs: Toni Rath.
The Service User provides the server administrator.
The service is provided until end of February 2009. artifically short due to upcoming PITID changes.
The service is available 24/7. Technical support and incident response is provided as described below.
The server is located in VLAN XXX (cash card terminals).
The server is neither accessible from Jacobs University's campus network nor the public Internet, except for maintenance operations and monitoring.
A VPN access account is provided to the Service User for access to the network, hence allowing remote desktop access to the server.
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.
Service Customer 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 User Responsibility
The Service User prevents abuse of the system by enforcing adequate system, application and data security and integrity.
The Service User ensures system and data security and integrity by applying security updates to the system and applications timely.
The Service User has to perform consistent database backup.
In case of a data restore, the Service User has to recreate the server configuration, the application, the database, and data files with the restored data.
The Service User configures the system and any applications as necessary for the intended purpose.
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.
Requests and inquiries should follow the procedures and contact channels for Service Desk for Faculty and Staff.
There is no backup performed by IRC-IT. The Service User has to provide consistent system, data, and application backup.
Key Performance Indicators
Monthly availability numbers of services as reported by IRC-IT's monitoring system. Fixing issues with the system, the web server, or the application is the responsibility of the Service User.
Measurements of Key Performance Indicators
not implemented yet.
Live System Status
The live status of the system implementing the service can be seen at this external page.