Skip to end of metadata
Go to start of metadata
Table of Content

Service Level Agreement

Name of Service

Student Server Service, short name "studserv".

Service Description

The service provides network access to the student server "pandora".

Service Products

The student server has the IP address 212.201.46.104 and can be addressed by the name "pandora.jacobs-university.de". The network access is located in Res.I, 51 ("Area 51").

Service Customer

Jacobs University Student Parliament, Internal Affairs Committee.

Service User

The server administrator(s) of the student server.

Service Continuity

The service is provided until end of December 2008.

Service Availability

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. ((info) Read: If server abuse is detected, network access will be shut down until the server is cleaned.)

Service Reliability

The service is 99% reliable, calculated per month.

(info) The service covers only network access. IRC-IT is not providing service regarding server hardware or applications running on that server.

Service Charging

No costs for service provisioning is charged to the Service Customer or Service User.

Service Security

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.

Service Prerequisites

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.

Service Support

Support Extent

The Service Desk for Faculty and Staff ensures availability of the service product s (i.e., network access).

Support Channels

Service support can be reached by employing the Service Desk for Faculty and Staff contact channels.

Support Availability

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.

Service Workflows

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

None.

Additional Links

IRC-IT policies can be found at Policies. A collection of relevant German laws can be found at Legal.

2 Comments

  1. Hi,

    I was trying to access pandora, but I was unsuccessful, after reading this site, i saw that the service was only going to be provided until june 2007. Is pandora going to be up again for next semester? if yes, when and under what address, as i assume that is not going to be pandora.iu-bremen.de

    thanks
    Daniel

    1. Thanks for the request for clarification.

      This IRC-IT service assures network access to pandora (see "Service Description" and "Service Product" above). If I send network packets to the name/address specified above, I see a system responding. Hence, network access works fine, the service is fulfilled.

      This service does not assure working applications on pandora, which is the responsibility of the server administrator, who is appointed by the student parliament (see "Service Customer" and "Service User" above).