Benutzerspezifische Werkzeuge

SLA

Service Level Agreement

  1. Service Window
    1. It may be necessary to shut down or reboot a server in a service window. Such disruptions are usually not commented. The service windows for such disruptions is usually between 21.00 and 24.00 CET on week days and the whole day on weekends. These interruptions will not last more than a few seconds or minutes. Special service windows (e.g. for other time zones) are possible.
    2. For longer interruptions (more than 5 minutes) we will inform the customer, even in service windows, except in emergency situations.
  2. Reaction time
    1. Definition
      Our reaction will happen per phone, e-mail, IM or per SMS to the defined contact person of the customer usually in a few minutes. The reaction contains a description of the symptom or of the problem (if recognized) and a guessed deadline for the solution (if possible).
    2. Standard
      Standard reaction time is not more than 4 hours at office hours (CET) and 12 hours out of office time. Normally reaction time is a few minutes. But these hours are guaranteed.
    3. 24x7
      24x7 support is possible but will be charged separately.
  3. Availability
    1. Office hours
      Monday - Friday 08:00 - 12:00 and 13:00 - 17:00 CET.
    2. Phone
      1. Calls with hidden phone number are not answered.
      2. Calls outside of office hours are answered for emergency situations. Technical information should be sent per e-mail to avoid misunderstandings and errors.
    3. E-Mail
      1. At office hours we are always available per e-mail and phone. Standard reaction time applies.
    4. Instant Messaging (IM)
      1. We may be available per IM. Contact us for details.
    5. Customers
      Every customer should tell us contact details of the person responsible for emergency and administration. We need the phone number, e-mail address and possibly the mobile number.
  4. Security
    1. Backups
      All data is backed up daily with an archive of 10 days. Variants are possible if needed, but may be charged separately.
      1. Deadline for restore
        We don't guarantee deadlines for a restore.
      2. Archive Time
        Backups are archived for 10 days.
      3. Excluded Files
        Logfiles and temporary files will not be saved by backups.
      4. Backup window
        Backups are usually done between 24.00 - 6.00 CET.
      5. Guarantee Limitation
        Backups are not allways accessible or restorable. We try to assure the consistency but cannot guarantee it.
    2. Mirroring
      1. Disks
        All our servers contain mirrored hard disks.
      2. Server
        Mirroring of whole servers is possible for high availability. Such a mirroring is charged with additional 50% of the plan's price.
    3. Upgrades
      1. Security relevant upgrades of the operating system are done immediately.
      2. Security relevant upgrades of the hosted applications are done with high priority. In case of doubts customers are contacted before.
      3. Important hotfixes for Zope are installed and tested. This can happen without contacting the customer.
    4. Monitoring
      1. Monitoring Type
        Resources and availability via network and the different services are permanently monitored. In case of a problem a system administrator is immediately contacted by e-mail and sms.
      2. Reservations
        In case of connectivity- and telecommunication-problems by phone and internet providers, the transmissal of such notifications (4.1) may be delayed.
      3. Variants
        1. Dedicated physical and virtual servers
          Monitoring the availability via network (ping) and different services (e.g. Zope).
        2. Private Zope- and Plone Server
          Monitoring of the Zope service and website content/availability.
        3. Shared Zope- and Plone Instance
          Monitoring of the Zope service.
    5. Encryption
      1. Unencrypted logins with system accounts are not allowed (Telnet, FTP).
      2. Unencrypted Logins in applications (Zope, Plone etc.) are possible, but authentication with system accounts ist not possible.
      3. For Dedicated and Private Virtual Servers Exceptions are possible.