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DRAFT Status, after finalization to be moved to IRC-IT space

Table of Content

Service Level Agreement

Name of Service

ALEA Server Service, short name "aleaserv".

Service Description

The service provides network access and hardware maintenance for the business administration server "alea".

Service Products

The server has the IP address 10.200.0.5 and can be addressed by the name "alea.iuhb01.iu-bremen.de". The server is member of the administration Windows server domain.

XXX HIER WEITER XXX

Service Customer

Business Administration: Marc Janke.

Service User

Company XAX.

Service Continuity

The service is provided until end of June 2007.

Service Availability

The service is available 24/7. Technical support and incident response is provided as described below.

The service is available world-wide.

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 server administrator is also 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 IUB policies, German and International laws apply.

The Service User is responsible for:

  • adequate maintenance of the system,
  • coherence with IRC and IUB 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.

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