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Definition of the SLA - FIWARE Forge Wiki

Definition of the SLA

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The nodes that are funded by the FI-NEXT project, have to assure a certain level of quality defined through a Service Level Agreement (SLA). Nevertheless, the downtime of cloud computing relative to SLAs is very difficult to calculate as the root cause of this service interruption involves an evaluation of a complex environment. This is the reason why SLAs focus on the overall service provided by a node, including the response time to resolve issues reported from FIWARE Lab users. Therefore, the FIWARE Lab SLAs defined for each node funded under FI-NEXT are:

  • Services availability on the node above 95% threshold
  • Level 1 and Level 2 support, Mon to Fri, 9 am to 5 pm CET
  • Ticket response time before EOB of the following work day for 95% of requests.
  • Ticket resolution time within 2 working days (EOB of the second one) for 95% of requests. Tickets transferred and accepted by level 3 support as tickets that will require a software patch or workaround to be developed by the level 3 support team will be considered resolved at level 1 and 2 support levels.

In the case of nodes financially supported by FI-NEXT, failure to meet the above SLAs during the execution of the project may lead to adjustments in the financial contributions to be provided to the responsible beneficiary to the extent that, in the worst case, the corresponding node may be terminated and related financial contributions can be stopped. This will be definitively the case if for a period of 2 consecutive weeks the node is not operational.

In the case of nodes not financially supported by FI-NEXT, failures to meet the above SLAs, may lead, if not promptly fixed, to the termination of the rights of the node to use the FIWARE brand and its disconnection from the FIWARE Lab federation.

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