- IT Home
- How Tos
- IT Support
- Office Hours for Staff Support
- Office Hours for Student Support
Service Level Agreement
Name of Service
Pandora Virtual Server Service, short name "pandora".
The service provides network access and hardware maintenance, as specified below, for a virtual server running web and mail services for the undergrad students.
The virtual server is provided running openSuSE operating system and is hosted on Jacobs' 64bit virtual infrastructure. Virtual environment maintenance is performed upon incident or request.
Air condition, power supply, and uninterruptible power supply is provided.
The virtual server has the IP address 18.104.22.168 and can be addressed by the name pandora.jacobs-university.de.
Network access to the TCP listening ports for SSH, SMTP, MYSQL and HTTP on the server is provided.
SSH service and account credentials to access the service is provided.
The virtual server is equipped with:
Mihai Cîrlănaru Frédérique Mittelstaedt, evtl. Vlad Kim
The Service User provides the server administrator.
The service is provided until end of March 2011 November 2012.
The service is discontinued Feb 28, 2013, according to IT Support Ticket 2013022111000181
The service is available 24/7. Technical support and incident response is provided as described below.
The server is located in VLAN 3 (public Internet).
The server is accessible from the public Internet and from Jacobs University's campus network.
ssh root access to the server is provided to the service customer and service users.
The production server is included in IRC-IT's monitoring system, see Key Performance Indicators below.
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 provider is responsible for technical soundness of the server.
The Service User is responsible for the security of the system, employed services, and applications.
The Service User will inform the server provider, if operating system updates are required.
The system is preconfigured to install critical security operating system updates automatically. See Service Provider Responsibility.
The following items have to be provided by the Service Customer or Service User as a necessary prerequisite for IRC-IT to fulfill this service agreement: ssh public keys for root access have to be provided to the service provider.
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 configures the system and any applications as necessary for the intended purpose.
Service Provider Responsibility
IRC-IT as service provider will update the operating system and standard applications. Updating is only done, after an update request is received from the Service User (see below).
Updating is done with standard operating system tools (i.e., YaST) and includes only those applications included in YaST.
The update request should include the list of packages to update. The update request should include a list of exemptions, if any.
The system is preconfigured to install critical security operating system updates automatically.
IRC-IT's monitoring checks for the availability of compliant updates and notifies the Service Provider and the Service User of the need of manually executed update.
IRC-IT's monitoring system checks the version of the currently running kernel and compares it with the version of the currently installed kernel and notifies the Service Provider and the Service User of the need of a reboot of the machine.
Backup and Restore
The Service User provides consistent database exports/dumps to the file system.
The Service Provider performs weekly snapshot backup of the file systems each Saturday at 6 a.m. The snapshots are maintained for standard intervals, at least 3 clean snapshots are kept. In addition, daily file system copies are made.
In case of system breakdown, the Service Provider provides an image snapshot restore. In addition, the last file system copy is recovered. The Service User restores all application(s) to a running and available instance. The Service User recreates the server configuration, the application, the database, and data files with the restored data.
The content of the following directories is backed up once per day each day and retained for 30 days:
Directories in Backup
Restoring data from backup should follow the procedure for incident response. Data will be restored to the original directories, unless requested different.
In case of system breakdown, the Service Provider provides a clean operating system installation. In addition, the last file system copy of the mentioned directories is recovered. The Service User restores all application(s) to a running and available instance. The Service User recreates the server configuration, the application, the database, and data files with the restored data.
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.
Incidents include only failures due to defects to the extent of standard installation software as defined this agreement. Incidents do not include failures of additional components or software or applications maintained by the Service User or Service Customer.
Requests and inquiries should follow the procedures and contact channels for Service Desk for Faculty and Staff.
Key Performance Indicators
Monthly availability numbers of the SSH, SMTP, MYSQL and HTTP 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
Live System Status
For informational purposes and system mangement by the Service Customer, the following links to live system monitoring can be used.
The live status of the server can be seen at this external page.