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Service Level Agreement
Name of Service
Student Server Service, short name "studserv".
The service provides network access to the student server "pandora".
The student server has the IP address 184.108.40.206 and can be addressed by the name "pandora.jacobs-university.de". The network access is located in Res.I, 51 ("Area 51").
Jacobs University Student Parliament, Internal Affairs Committee.
The server administrator(s) of the student server.
The service is provided until end of December 2008.
The service is available 24/7. Technical support and incident response is provided as described below.
The service is available world-wide.
In case of abuse of the service, the service will be temporarily suspended until the case is resolved. ( Read: If server abuse is detected, network access will be shut down until the server is cleaned.)
The service is 99% reliable, calculated per month.
The service covers only network access. IRC-IT is not providing service regarding server hardware or applications running on that server.
The server administrator is responsible for technical soundness of the server in all aspects. The service customer is responsible for the security of the server.
The hardware network address (MAC address) of the server has to remain fixed, as has the location of the server. LAN Service has to be used for assigning the IP address, DNS servers, default routes, etc.
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 User is responsible for:
- adequate maintenance of the system,
- coherence with IRC and Jacobs University policies, and German and International laws.
The Service User has to:
- prevent abuse of the system by enforcing adequate system, application and data security and integrity,
- update the system and all installed services timely.
The Service Desk for Faculty and Staff ensures availability of the service product s (i.e., network access).
Service support can be reached by employing the Service Desk for Faculty and Staff contact channels.
Incident response is available during business hours and performed pro-actively.
Configuration and extension requests, and other inquiries should follow the procedures and contact channels for Service Desk for Faculty and Staff.
There are no specific workflows defined for provisioning this service.
Requests and inquiries should follow the procedures and contact channels for Service Desk for Faculty and Staff.
Key Performance Indicators