24×7 on-call support

Managed, Hosted and Standby Shibboleth IdP Service 24×7 on-call Support Service

HEAnet’s Managed, Hosted and Standby Shibboleth IdP Service has been extended to include out of hours support. This enables HEAnet to meet its 99.95% service uptime target by extending proactive and reactive support outside HEAnet’s normal business hours of 0900 – 1730 Monday – Friday. In the event of a Priority 1 or 2 Incident, HEAnet will act to resolve such issues and will be provide clients with a detailed Reason For Outage report within 5 working days of the incident.

Limitations

Out of hours proactive support extends to Priority 1 issues, while reactive support covers Priority 1 and 2 issues (see Priority Classifications below).

This service does not extend to incidents caused by loss of infrastructure managed by the client or its suppliers, and where such incidents are repeated, proactive out of hours support will be suspended for the affected client.

The out of hours service is accessible to a list of individuals agreed in advance with each client, the service is not accessible to end users such as students, researchers or members of teaching staff.

Incidents detected out of hours lasting less than 3 minutes in duration will not be acted upon unless the incident is repeated during a further 15 minute period (incidents detected out of hours lasting longer than 3 minutes in duration will be acted upon).

The out of hours service does not include scheduling of changes out of hours unless agreed in advance with HEAnet.

Loss of a single node will be acted upon when normal business hours resume unless the loss of the node impacts end users.

Priority Classification

Priority 1: An incident that results in a complete or partial loss of service, affecting more than one quarter of the normal number of users expected to use the service at the time of the incident.

Priority 2: An incident that results in a loss of service to less than one quarter of the normal number of users expected to use the service at the time of the incident.

All other issues and requests will be classified as priority 3 or 4 depending on the urgency specified by the client. HEAnet may reclassify a priority 3 or 4 issue to a higher classification at its discretion by agreement with the client.