This Service Level Agreement (SLA) between UIS and the user (Customer) of UIS Storage Services (Services) sets forth the service level terms and conditions and is an integral part of the Agreement. This SLA defines the terms of the Customer’s responsibility with respect to the Services that UIS provides and the Customer’s remedies in the event that UIS fails to meet these Service Commitments.
The SLA set forth herein represents UIS' sole obligations and the Customer’s sole remedy in the event of failure to meet such Service Commitments. This SLA does not apply to the availability of Third Party Services (TPS) which are subject to the TPS Agreements. The SLA is binding only on the Customer and UIS and does not apply to any Third Parties, including Customer's End Users.
Business Hours - means (local UK time), Monday-Friday 9:00 a.m. to 5:00 p.m. and notwithstanding the foregoing, does not include times during Service Maintenance.
Service Maintenance - means maintenance of the Service including software. Service Maintenance includes (but is not limited to) hardware upgrades, software upgrades and consistency checking.
UIS retains copies of system log files for at least seven (7) days for the purposes of system monitoring and analysis.
UIS' goal is to provide Service Availability twenty-four hours per day, seven days per week (referred to as “24x7 Availability”) EXCEPT during times of Service Maintenance as set forth in the Section 'Service Maintenance' herein. However, the parties recognize that 24x7 Availability is only a GOAL, and UIS cannot represent or guarantee that this goal will be achieved.
Service Availability Level Goals
UIS shall use reasonable efforts to achieve the target Service Availability Goal of 99% uptime excluding Service Maintenance (“Service Commitment”). Notwithstanding the foregoing, the Customer recognizes that the Internet is comprised of many autonomous systems that are beyond the control of UIS.
It is understood that UIS is unable to remedy problems using the services arising from issues with infrastructure not managed by UIS, such as failures of networks external to the University or hardware problems with the Customer's own equipment and such instances shall not be considered any failure of service availability.
Response Time to Issues for UIS Storage Services
In the event of service issues, the Customer may report problems to the UIS Service desk . The UIS Service desk will respond and commence investigation within one working day.
Note that these guidelines specify the time at which investigation of the problem will begin, not the length of time within which such a problem will be resolved.
The parties agree that UIS shall provide Service Maintenance, which may cause errors within the period of the maintenance. UIS shall notify the Customer by announcing the maintenance using UIS news channel prior to performing any Service Maintenance which UIS predicts will cause a Severity 1 Error outside of standard Service Maintenance Times.
The Service Availability goals exclude any time required for implementing Customer-requested changes that may due to their nature require temporary loss of availability.
UIS shall attempt to schedule Service Maintenance during the times as specified below. However, the parties agree that it may be necessary for UIS to perform Service Maintenance during times other than business hours , and UIS reserves the right to perform Service Maintenance during times other than those specified as 'business hours' should the need arise, e.g. in order to perform a pre-emptive action to safeguard the integrity of the data stored or in the event of serious hardware or environmental issues.
Where possible, maintenance activities involving a level of disruption to service will be scheduled on:
Tuesdays, 10:00-18:00 (local UK time).
Please note that this does not mean that there will be disruption at this time every week, merely that if potentially disruptive maintenance is necessary we will do our best to ensure it takes place during this period, in which case there will be advance notification.
Establishing a predictable time slot for planned maintenance has the advantage that users may be confident that `dangerous' changes will not intentionally be undertaken at other times.
Disclaimer of Actions Caused by and/or Under the Control of Third Parties. UIS DOES NOT AND CANNOT CONTROL THE FLOW OF DATA TO OR FROM UIS STORAGE SERVICES ON LOCAL NETWORKS AND OTHER PORTIONS OF THE INTERNET. SUCH FLOW DEPENDS IN LARGE PART ON THE PERFORMANCE OF INTERNET SERVICES PROVIDED OR CONTROLLED BY LOCAL INSTITUTIONS OR THIRD PARTIES. ALTHOUGH UIS WILL USE COMMERCIALLY REASONABLE EFFORTS TO TAKE ACTIONS IT DEEMS APPROPRIATE TO REMEDY AND AVOID SUCH EVENTS, UIS CANNOT GUARANTEE THAT SUCH EVENTS WILL NOT OCCUR. ACCORDINGLY, UIS DISCLAIMS ANY AND ALL LIABILITY RESULTING FROM OR RELATED TO SUCH EVENTS.
Exceptional Maintenance and Unplanned Disruptions
It may happen that despite best efforts, it becomes necessary to reduce or withdraw service at short notice and/or outside the planned maintenance time slot. This may happen e.g. for environmental reasons, such as air conditioning or power failure, or in an emergency where immediate shutdown is required to save equipment or data.
It is hoped that these situations will arise rarely, and obviously in such cases service will be restored as rapidly as possible.
UIS cannot assume responsibility and shall not be liable for any impacts on Service Availability due to:
(i) any requests for non-standard environment or Customer machine access;
(ii) any downtime caused by Customer actions. UIS will make reasonable efforts to ensure that Service changes do not affect customers.
UIS reserves the right to change this SLA at any time, and without notice.
All SLA claims should be communicated to the UIS Storage services by email to customer support within seven (7) days of the incident. The notice must include all relevant information, including service name, full description of the incident, and any logs (if applicable).
Primary incident-reporting is done via our Customer Ticketing System (powered by HEAT). Through this system you have access to all tickets on your account, both open and completed, both current information and historical. We prioritize tickets by severity, so for example issues where a service is completely unavailable will be processed before tickets where a service is slow, and those before general questions about our service or general advice covering the software offered inside UIS storage services.
Internally, our support team consists of Tiers, in which some groups respond more swiftly and handle more common questions and problems, and other groups handle issues which take more time or effort or expertise to solve. We also have a Developer Operations group which have daily responsibilities outside of support, but are "on call" to assist in especially difficult cases or simply to handle overload from support. These groups, the processes we use therein, the people therein, etc., change over time as we grow and as we learn how to better serve our customers, and therefore they are not documented here.
The goal of the Support Team is to provide specific support around the features and functionality of the UIS storage services. While our support staff may offer help where they can in order to alleviate client issues, we do not guarantee support for issues relating to connecting client systems owned by the Customer. We will, however, do our best to help any Customer with their issues to the best of our abilities.