Service Level

Explanation

Service Level Provided

System Security

Security threats are most frequently introduced by "software vulnerabilities" of the ]project-open[ code and underlying software components such as the OpenACS platform and the AOLServer web server.

Reaction time to security exploits is 24 hours during working days. We continuously follow up relevant security bulletins of OpenACS and AOLServer.

First-Level Support

Support for the end-users of the system.

No first-level support.

Second-Level Support

Support to customer employees in charge of providing support

2^nd Level support to one "named user" during business days.

Included Support Hours

How much support is included with the contract?

Level 1-3: 3 hours
Level 4: 4 hours

System Recovery

The customer's server computer had a crash, so ]project-open[ needs to be reinstalled and the most recent backup data have to be loaded into the system.

System recovery takes typically between 4 and 24 hours during business days, depending on the connection to the affected system and other circumstances.

Guaranteed "Job Stopper" Incident Reaction Time

"Job Stoppers" are system errors that make it impossible for the user to continue using the system.

Level 2: 36h
Level 3: 24h
Level 4: 8h

Guaranteed "Serious Error" Incident Reaction Time

"Serious Errors" are system errors that affect the ability to perform important system functionalities while part of the system is still available.

Level 2: 36h
Level 3: 24h
Level 4: 8h

Guaranteed "Minor Error" Incident Reaction Time

"Minor Errors" are errors that affect system functionalities which are not essential to daily operations.

Best-effort reaction time.

System Monitoring

We can monitor the availability of your server using "Big Brother", a solution for system monitoring.

24/7 monitoring with e-mail to the system administration team .