SCiMMA Baseline Service Level Agreement

Rev March 2024

Executive Summary

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.

Unplanned Outages – Priorities and Response Times

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 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 2
Elevated The issue prevents some acceptable use 2 5
Normal The issue causes degraded performance (e.g. there is a workaround) 3 30

Exposure or Loss of Data

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.

Service Availability and Outages

The Dev/Ops team will strive for less than one hours of downtime each month.

Support Procedures

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.

Planned Service Changes and Planned Downtimes.

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.

Requests for Service Enhancements

Stakeholders may request service enhancements via 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.

Problem Reporting

Service problems should be reported immediately at

Routine Requests

Routine requests include group creation (ablity to publish), and removal from the scimma system. Routine requests are supported by forms at The nominal response time for these requests is three business days or less.


Stakeholder Responsibilities

Stakeholders agree to:

SCiMMA Responsibilities

SCiMMA agrees to:

SLA Change Procedure

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.