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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 This availability also includes a reachability of the VM/service from Internet. | 99% | Measured over a month, excluding planned service interruptions |
Availability of Cloud Management Services services (see above) | The EWC (tools such as the 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) | |
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