...
Following service level objectives are expected:
Service Element | Description | Target | Notes |
|---|---|---|---|
Infrastructure | |||
Expected availability of deployments and reachability of the VM/service | |||
The availability of the deployed resources including the whole virtual environment explained above. The availability includes a reachability of the from Internet. | 99% | Measured over a month, excluding planned service interruptions |
Availability of |
|---|
Cloud Management Services services (see above) |
|---|
The EWC (provisioning portal, |
metering and accounting services, etc.) shall be available at least 99% of the time |
. | 99% | Measured over a month, excluding planned service interruptions |
| Support | |||
|---|---|---|---|
Time to first | |||
response | Lead time to respond to the ticket and start the task |
|---|
1 day on business hours | |||
Time to resolution of service request | Time to the resolution of the service request including support requests and service change requests | 8 business days | |
|---|---|---|---|
Time to resolution of incident | Time to the resolution of the incidents | 1 business day for blocking |
incidents 3 business days for major incidents | |||
Lead time to on-board | Lead time to on-board new user counted from the approval by Computing Representative / R&D project and Special Project acceptance | 3 business days (after approval) |
|---|