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Service Element | Description | Target | Notes |
|---|---|---|---|
Expected availability of tenants’ deployments and reachability of the VM/service | Reachability of the very simple service (e.g. ping) deployed into the EWC, probed from Internet. | 99% | Measured over a month, excluding planned service interruptions |
Availability of operational EWC services (see above) | The EWC (provisioning portal, storage services, etc.) shall be available at least 99% of the time (excluding the scheduled maintenance windows), measured over a month, excluding planned service interruptions. | 99% | |
Time to first response | Lead time to respond to the ticket and start the task | 1d on business hours | |
Time to resolution of service request | 8 business days | ||
Time to resolution of incident | 1 business day for blocking, 3 business days for major | ||
Lead time to on-board | 3 business days (after approval) |
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