This part of the iSHARE scheme is considered normative and is therefore compliant with RFC 2119.
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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 availability window includes the times at which certified parties Certified Parties guarantee the availability of their service.
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- 95% of messages MUST be responded within 2 seconds;
- 99% of the messages MUST be responded within 5 seconds;
- Each certified party Certified Party MUST be able to process at least 100 simultaneous messages while meeting above requirements.
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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:
- Minor incident;
- Calamity;
- Crisis.
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- All incidents MUST be communicated by the certified partyCertified Party(s) to the Scheme Owner directly after they are discovered;
- Communication MUST include date, time, incident level as estimated by the certified partyCertified Party(s), argumentation including impacted service(s), and a potential incident manager;
- In case of a calamity or crisis, the certified party 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 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 Certified Parties includes answering questions and requests from adhering parties.
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Reports are meant to monitor both compliance to the service level agreements and the (growing) use of the iSHARE network, as described in the management reporting process. The following will be reported on (non-exhaustive):
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Certified Parties are expected to collect management information about each month: 0:00h on the first day to 23:59h on the last.
Norm: each certified party Certified Party MUST deliver the management information about the last month, conform the iSHARE template, before 23:59h on the 5th working day of the current month