Definition of the SLA

The FIWARE Lab nodes have to assure a certain level of quality defined through a Service Level Agreement (SLA). Nevertheless, the downtime of cloud computing relative to SLAs is very difficult to calculate as the root cause of this service interruption involves an evaluation of a complex environment. This is the reason why SLAs focus on the overall service provided by a node, including the response time to resolve issues reported from FIWARE Lab users. Therefore, the FIWARE Lab SLAs defined for each FIWARE Lab node are:

  • Services availability on the node above 95% threshold.

  • Level 1 and Level 2 support, Monday to Friday, 9 am to 5 pm CET.

  • Help-Desk tickets response time before EoB of the following working day for 95% of them.

  • Help-Desk tickets resolution time within 2 working days (EoB of the second one) for 95% of them. Tickets transferred and accepted by level 3 (FIWARE Lab nodes teams) support as tickets that will require a software patch or workaround to be developed by the them will be considered resolved at level 1 and 2 support levels.

Failures to meet the above SLAs, may lead, if not promptly fixed, to the termination of the rights of the node to use the FIWARE brand and its disconnection from the FIWARE Lab federation.