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This SLA has been agreed upon on (info) FIXME December , Day 2009Januar 28th, 2010.

Service User

Jacobs University Graduate Student Association: Jessica Price.
The Service User provides the server administrator, by agreement in the SLA this task is done by IRC-IT.

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

Costs resulting from maintenance or changing hardware, software, or external service contracts are charged to the service customer's cost center.

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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.

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The following items have to be provided by the Service Customer or Service User as a necessary pre-requisite for IRC-IT to fulfill this service agreement: ssh public keys for root access, a MySQL user and a HTML file in the web server root of the apache-virtual host scounsel.jacobs-university.de for service availability checking an 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.

The Service Customer provides updates of contact and contract information regarding this Service Level Agreement to ensure timely communication.

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 informing the Service Provider about necessary security updates to the system and standard applications timely.

The Service User configures the system and any applications as necessary for the intended purpose.

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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 Service Provider will inform the Service User, as soon as the updates are done.

The system is pre-configured to install critical security operating system updates automatically.

Backup and Restore

The Service User provides consistent database exports/dumps to the file system, to the directory /srv/backup.

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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

Support Extent

The Service Desk for Faculty and Staff ensures availability of the service products to the extent of this Service Level Agreement.

Support Channels

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

Support Availability

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Configuration and extension requests, and other inquiries should follow the procedures and contact channels for Service Desk for Faculty and Staff.

Service Workflows

Incidents

Upon incidents detected by IRC-IT's monitoring system and not immediately resolvable to the extent of this Service Level Agreement, the Service User and Service Customer will be informed.

After resolving an incident, the Service Desk for Faculty and Staff informs the Service Customer and Service User about the taken measures, configuration changes and results.

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

Requests and inquiries should follow the procedures and contact channels for Service Desk for Faculty and Staff.

Key Performance Indicators

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(info) Fixing issues with the system, the web server, or the application is the responsibility of the Service User.

Measurements of Key Performance Indicators

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