This part of the iSHARE scheme is considered normative and is therefore compliant with RFC 2119.
For Certified Parties, the following service levels apply:
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Availability is a measure of the time a service is in a functioning condition. It includes the availability window and the maintenance window.
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The maintenance window includes the times at which Certified Parties can perform planned maintenance, that is likely to result in downtime, to their service(s). If no downtime is expected, maintenance can take place outside of the maintenance window. Planned maintenance does NOT include incident resolution, as this can take place outside the maintenance window as described under incidents.
Norm:
- The maintenance window includes the nights from Friday to Saturday and from Saturday to Sunday, from 00:00-5.59h;
- Maintenance MUST be announced to the impacted parties directly as well as to the Scheme Owner**;
- Announcements MUST be made at least 10 working days before the maintenance and MUST include date, time, and impacted service(s).
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An incident is an event, not part of the standard service operation, that results in a potential impact or risk with regards to the quality, availability, confidentiality and/or integrity of (data within) the iSHARE Scheme. This ONLY includes the data used for identification, authentication and authorisation purposes in the context of data exchange, but not the contents of the actual data exchange.
Three classifications of incidents are recognised within iSHARE, as explained in the incident management process:
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- All incidents MUST be communicated by the certified party(s) to the Scheme Owner directly after they are discovered;
- Communication MUST include date, time, incident level as estimated by the certified party(s), argumentation including impacted service(s), and a potential incident manager;
- In case of a calamity or crisis, the certified party MUST have an incident manager available during working days, and SHOULD have an incident manager available 24 * 7;
- An update on the incident MUST be communicated to the Scheme Owner*:
- For minor incidents, at the end of each working day;
- For calamities, within 2 hours of every significant update and at the end of each working day;
- For crises, within 2 hours of every significant update and every 4 hours.
- All incidents SHOULD be handled by the certified party (in cooperation with the Scheme Owner as per the incident management process) within 3 working days after being appointed as the responsible party - unless agreed otherwise.
*In line with the incident management process, the Scheme Owner presents an overview of current calamities and crises on its website
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Support
Support by certified parties includes answering questions and requests from adhering parties.
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