Service levels for Scheme Owner

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:

Availabiltity

Availability is a measure of the time a service is in a functioning condition. It includes the availability window and the maintenance window.

Availability window

The availability window includes the times at which the Scheme Owner 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 

Maintenance window

The maintenance window includes the times at which the Scheme Owner 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

Norm:

  • 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

Performance includes the time it takes for a service to respond when requested or called upon; i.e. the time the Scheme Owner's service takes to respond to a received message.

Norm:

  • 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.


Incidents

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.

Norm:

Incident at the Scheme Owner:

  • In case of a calamity or crisis, the Scheme Owner 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 Owner within 3 working days - unless unreasonable.

Incident at another party:

  • In case of any crisis, the Scheme Owner SHOULD be available 24 * 7 for assistance. 

*In line with the incident management process, the Scheme Owner presents an overview of current calamities and crises on its website


Support

Support by the Scheme Owner includes answering questions and requests from Certified Parties (other than incidents and NOT from Adhering Parties).

Norm: the Scheme Owner 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.



Reporting

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):

  • Availability;
  • Number of relations with Adhering Parties;
  • Number of transactions;
  • Number of transactions per Adhering Party;
  • Number of incidents.

The Scheme Owner is expected to collect its own management information about each month - 0:00h on the first day to 23:59h on the last -andto collect and process Certified Parties' management information into a quarterly management report.

Norm:

  • The Scheme Owner MUST have collected its own management information about the last calendar month before 23:59hon the fifth working day of the current month;
  • In January, April, July and October, the Scheme Owner 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