This part of the iSHARE scheme is considered normative and is therefore compliant with RFC 2119.
For the Scheme Owner, the following service levels apply:
Availability is a measure of the time a service is in a functioning condition. It includes the availability window and the maintenance window.
The availability window includes the times at which the Scheme Administrator guarantees the availability of its service.
Norm: 24 hours * all days of the year
Minimum level required: 99% availability* per calendar month, from 00:00-23:59h
*Planned maintenance does NOT count as unavailability
The maintenance window includes the times at which the Scheme Administrator can perform planned maintenance, that is likely to result in downtime, to its 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.
- The maintenance window includes the nights from Friday to Saturday and from Saturday to Sunday, from 00:00-5.59h;
- The maintenance MUST be announced**;
- Announcements MUST be made at least 10 working days before the maintenance and MUST include date, time, and impacted service(s).
**The Scheme Owner presents an overview of its own and Certified Parties' current and planned maintenance on its website
Performance includes the time it takes for a service to respond when requested or called upon; i.e. the time the Scheme Administrator's service takes to respond to a received message.
- 95% of messages MUST be responded within 2 seconds;
- 99% of the messages MUST be responded within 5 seconds;
- The Scheme Owner MUST be able to process at least 100 simultaneousmessages while meeting above requirements.
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;
Incident at the Scheme Administrator:
- In case of a calamity or crisis, the Scheme Administrator MUST have an incident manager available 24 * 7;
- An update on the incident MUST be communicated*:
- 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 Scheme Administrator within 3 working days - unless unreasonable.
Incident at another party:
- In case of any crisis, the Scheme Administrator SHOULD be available 24 * 7 for assistance.
*In line with the incident management process, the Scheme Administrator presents an overview of current calamities and crises on its website
Support by the Scheme Administrator includes answering questions and requests from Certified Parties and Adhering Parties (other than incidents).
Norm: the Scheme Administrator is available for support via e-mail; it MUST confirm receiving a question/request within 1 working day. It SHOULD send an underpinned reaction (with an answer/solution or at the very least a direction) within 5 working days.
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):
- Number of relations with Adhering Parties;
- Number of incidents.
The Scheme Administrator is expected to collect its own management information about each month - 0:00h on the first day to 23:59h on the last -and to collect and process Certified Parties' management information into a quarterly management report.
- The Scheme Administrator MUST have collected its own management information about the last calendar month before 23:59h on the fifth working day of the current month;
- In January, April, July and October, the Scheme Administrator MUST process and anonymise its own and the received management information about the last three months into a quarterly report, and distribute this report before 16:59h on the 10th working day of the current month