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Service Level Agreement
Name of Service
SUSGSERVER Virtual Server Service, short name "SUSGSERVER".
The service provides network access and hardware maintenance, as specified below, for a virtual web server w/ database.
The virtual server is provided without 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 22.214.171.124 and can be addressed by the name usg-server.jacobs-university.de.
The virtual server is equipped with:
- 2 CPU
- 2 GB RAM
- 100 GB virtual disk
Undergraduate Student Government: Tom Wiesing
This SLA has been agreed upon on August 12th, 2014.
Undergraduate Student Government: Nicholas Lee
The Service User appoints the server administrator.
The service is provided until end of August 2015.
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 Jacobs University's campus network.
The server is included in IRC-IT's monitoring system, see Key Performance Indicators below. (can be done upon request)
The service is 99% reliable, calculated per month. (only valid, if service is monitored by IRC-IT, see Service Availability)
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/server administrator 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.
- installation of monitoring tools (check_mk_agent) and providing access to the needed network ports. (only valid, if service is monitored by IRC-IT, see Service Availability)
- installation of VMware Tools inside operating system
- ssh access to server with reasonable permissions to execute rdiff-backup. (only valid, if backup and restore is executed by IRC-IT, see Backup and Restore)
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.
Backup and Restore
The Service User provides consistent database exports/dumps to the file system.
The Service Provider performs daily file system backups. (can be done upon request) In case of system breakdown, the Service Provider provides a fresh system installation. 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. (only valid, if backup and restore is executed by IRC-IT).
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.
(the following is only valid, is monitoring of the system performance is executed by IRC-IT)
Key Performance Indicators Monthly availability numbers of the SSH 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 Availability Service Live System Status For informational purposes and system management 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.