Rev March 2024
This service level agreement (SLA) is between SCiMMA and its Stakeholders, and applies to all centrally provided SCiMMA production services, including Hopskotch and SCiMMA Admin. Specific SLAs may augment or supplant this agreement for particular services and/or for particular stakeholders. Specific stakeholder SLAs, when applicable, will be referenced in Memoranda of Understanding between that stakeholder and SCiMMA.
This SLA is owned by SCiMMA and will be reviewed an approved upon by the director of SCiMMA. The ultimate responsibility for abiding by the SLA lies with the SCiMMA Director.
This section deals with unplanned outages. Please see Planned Service Changes for information on planned maintenance outages. The determination of the severity level of unplanned outages is the responsibility of the SCiMMA Dev/Ops team.
Services generally operate all the time, but support will be within business hours -- 9 a.m. to 5 p.m. US Central time on business days (abbreviated b.day below). The exception is for security incidents judged to be urgent.
|Severity|Description|Response Time|Target Resolution Time| |--------|-----------|-------------|----------------------| |High|The issue prevents any use of the service|1 b.day | 2 b.day| |Elevated| The issue prevents some acceptable use| 2 b.day| 5 b.day | |Normal| The issue causes degraded performance (e.g. there is a workaround) | 3 b.day| 30 b.day|
While the project works diligently to implement authorized access to data, there is no guarantee that data will not be exposed to unauthorized parties. While protection of proprietary data is a core SCiMMA goal, unless explicit agreements dictate otherwise, SCiMMA cannot guarantee data protection. Likewise, SCiMMA cannot guarantee that all data will reach its target audience. Use of resources and services through SCiMMA is at your own risk. There are no guarantees that resources and services will be available, that they will suit every purpose, or that data will never be lost or corrupted. Users are responsible for backing up critical data.
The Dev/Ops team will strive for less than one hours of downtime each month.
SCiMMA is not presently structured to provide support outside of business hours. Any off-hours support that may be provided is based on exceptional efforts from staff members, Off hours response cannot be relied on.
SCiMMA services incurr planned outages from time to time. No outage will occur without notifying Stakeholders at least 5 business days in advance. Notice is given via
Notice will be given for planned outages, as well as changes in functionality that do not substantially change the nature of the service. More substantial changes require more planning and longer lead times.
Stakeholders may request service enhancements via https://support.scimma.org/. It is up to the Dev/Ops team to assess the impact of the requested changes and assign appropriate planning and review. Enhancement requests will be intially evaluted by occureance of SciMMA planning meetings, which have a nominal 2-week cadence.
Service problems should be reported immediately at https://support.scimma.org/
Routine requests include group creation (ablity to publish), and removal from the scimma system. Routine requests are supported by forms at support.scimma.org. The nominal response time for these requests is three business days or less.
Stakeholders agree to:
SCiMMA agrees to:
This SLA remains in effect until such time as a replacement is approved by the SCiMMA director. Substantive changes to this SLA will be circulated to stakeholders for comment at least one week prior to approval. Stakeholders may recommend amendments to this SLA at any time as an enhancement requests.