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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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 partiesAdhering Parties.
Norm: Certified Parties are available for support via e-mail; they MUST confirm receiving a question/request within 1 working day. They SHOULD send an underpinned reaction (with an answer/solution or at the very least a direction) within 5 working days.
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- Availability;
- Number of relations with adhering partiesAdhering Parties;
- Number of transactions;
- Number of transactions per adhering partyAdhering Party;
- Number of incidents.
Certified Parties are expected to collect management information about each month: 0:00h on the first day to 23:59h on the last.
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