Issue Date Comment. Author FINAL Final version of OLA Xxxxxxxxxx Xxxxxxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
Issue Date Comment. Author FINAL 21/11/2020 Agreed SLA with the Customer till 10/2021 Xxxxxxxx Xx Xxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
Issue Date Comment. Author FINAL 13/10/2020 Agreed SLA with the Customer Xxxxx Cauhé Enol Xxxxxxxxx, Xxxxxxxx Xx Xxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents The Services 4 Service hours and exceptions 6 Support 7 Incident handling 7 Service requests 8 Service level targets 8 Limitations and constraints 8 Communication, reporting and escalation 9 General communication 9 Regular reporting 10 Violations 10 Escalation and complaints 11 Information security and data protection 11 Responsibilities 11 Of EGI Foundation 11 Of the Customer 12 Finance and administration 12 9.1 Service Offers 12 9.2 Invoicing and Payment Schedule 13 Review, extensions and termination 13 The present Service Level Agreement (“the Agreement’) is made between EGI Foundation (the Service Provider) and PolicyCLOUD/xx.xxxxxxxxxxx.xx (the Customer) to define the provision and support of the provided services as described hereafter. Representatives and contact information are defined in Section 6. PolicyCLOUD1 aims to harness the potential of digitisation, big data and cloud technologies to improve the modelling, creation and implementation of policy. In three years (2020-2023) the project will address challenges faced by many businesses and public administrations of improving how they make policy decisions by accessing and using data. The Customer is a consortium represented by ATOS. This Agreement is valid from 01/08/2020 to 31/12/2022. The Component Provider will guarantee the availability of the platform for a maximum of 90 days from the end of the agreement, or until the final PolicyCLOUD review takes place (with no additional costs). In order to review the terms and conditions for a possible additional extension, a check-point will take place 3 months before the end of this agreement (September-October 2022). The Agreement was discussed and approved by the Customer and the Provider on 13/10/2020. 1 The Services All services provided by EGI are listed under: xxxxx://xxx.xxx.xx/services/ Possible allocation types: ● Pledged - Resources are exclusively reserved to the Community and the job will be executed immediately after submission. ● Opportunistic - Resources are not exclusively ...
Issue Date Comment. Author FINAL 17/03/2020 OLA agreed with the provider Xxxxxxxxxx Xxxxxxxxx Xxxxxxxx Xx Xxxxx v0.2 15/10/2020 Extended agreement till 03/2021 Xxxxxxxx Xx Xxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
Issue Date Comment. Author FINAL 17/12/208 Final version agreed with the Customer Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
Issue Date Comment. Author FINAL 17/03/2020 SLA agreed with customer Xxxxxxxxxx Xxxxxxxxx Xxxxxxxx Xx Xxxxx v0.2 15/10/2020 Extended the agreement till 03/2021 Xxxxxxxx Xx Xxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
Issue Date Comment. Author FINAL 16/09/2016 SLA signed Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx v2 13/03/2018 Updated SLA until 01/2019 Xxxxxxxx Xx Xxxxx v3 19/12/2018 Extended SLA with Customer till 01/2020 Xxxxxxxx Xx Xxxxx v4 24/07/2019 Changed the name of the provider from CESNET-MetaCloud to CESNET-MCC Xxxxxxxxxx Xxxxxxxxx v5 22/11/2019 Extended SLA with Customer till 01/2021 Xxxxxxxx Xx Xxxxx v6 19/03/2020 Extended the OLA with GPU resource Xxxxxxxx Xx Xxxxx v7 21/01/2021 Extended the SLA with Customer till 06/2023 Xxx Xxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents 1 The Services 4 2 Service hours and exceptions 14 3 Support 14 3.1 Incident handling 14 3.2 Service requests 15 4 Service level targets 15 5 Limitations and constraints 17 6 Communication, reporting and escalation 18
Issue Date Comment. Author FINAL 17/12/208 Final version agreed with the Customer Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx v2 24/07/2019 Changed the name of the provider from CESNET-MetaCloud to CESNET-MCC Xxxxxxxxxx Xxxxxxxxx v3 22/11/2019 New final version of the SLA agreed with the Customer. SLA extended till Dec. 2020 Xxxxxxxx Xx Xxxxx v4 15/09/2020 New final version of the SLA agreed with the Customer. SLA extended till Dec. 2021 Xxxxxxxx Xx Xxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
Issue Date Comment. Author FINAL 21/03/2016 Final version Xxxxxxxxxx Xxxxxxxxx 1.1 18/05/2017 Yearly review, no changes Xxxxxxxxxx Xxxxxxx 2.0 12/12/2017 New OLA covering 2018, 2019, 2020 Xxxxxxxxxx Xxxxxxx, Xxxxxx Xxxx, Xxxxxxx Xxxxx
Issue Date Comment. Author FINAL 13/12/2016 Final version of SLA Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx 15.05.2017 Change in 8.2 Responsibilities of the Customer Of acknowledgement statement requirement (agreed via email with customer) Xxxxxxxxxx Xxxxxxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
