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D4science Data Infrastructure Service Level Agreement Service Level D4Science Data Infrastructure Service Level Agreement Service Level Agreement Data Customer OpenMod Initiative Provider D4Science.org Start Date TBC End Date TBC Status DRAFT Agreement Date TBC D4Science https://www.d4science.org/ CHANGE LOG Reason for change Issue Actor Date Proposed Service Level Agreement 1.0 D4Science.org 30/08/2019 Service Level Agreement Page 2 of 42 D4Science https://www.d4science.org/ LIST OF ABBREVIATIONS ABAC Attribute-based access control D4Science Distributed infrastructure for collaborating communities IT Information Technology TLS Transport Level Security VRE Virtual Research Environment SDI Spatial Data Infrastructure Service Level Agreement Page 3 of 42 D4Science https://www.d4science.org/ TABLE OF CONTENTS CHANGE LOG ............................................................................................................................ 2 LIST OF ABBREVIATIONS ........................................................................................................... 3 TABLE OF CONTENTS ................................................................................................................ 4 LIST OF TABLES ........................................................................................................................ 6 1 SLA COORDINATES ........................................................................................................... 7 2 D4SCIENCE INFRASTRUCTURE SECURITY .......................................................................... 9 3 THE SERVICES ................................................................................................................ 10 4 THE D4SCIENCE SERVICES TERMS OF USE ...................................................................... 12 4.1 Virtual Research Environment Management Service ................................... 12 4.2 Workspace Service .............................................................................................. 12 4.3 Social Networking Collaborative Platform ...................................................... 13 4.3.1 Messaging Service ........................................................................................ 14 4.3.2 Notification Service ...................................................................................... 15 4.4 Catalogue Service ............................................................................................... 15 4.5 Data Analytics Platform ...................................................................................... 17 4.6 Tabular Data Manager (TDM) Platform ........................................................... 19 4.7 Spatial Data Infrastructure (SDI) .................................................................... 21 4.8 Gateway Service .................................................................................................. 23 5 VRE SPECIFIC SERVICES TERMS OF USE ......................................................................... 25 5.1 Share Latex (fully integrated) .......................................................................... 25 6 SERVICE CAPACITIES ...................................................................................................... 26 7 SERVICES HOURS AND EXCEPTIONS ................................................................................ 28 8 SERVICE LEVEL TARGETS ................................................................................................. 29 9 SERVICE LEVEL COMPENSATION ...................................................................................... 30 9.1 Training Module Cost .......................................................................................... 32 10 SUPPORT ..................................................................................................................... 34 10.1 Incident handling ............................................................................................. 34 10.2 Service requests .............................................................................................. 34 10.3 Service Operation ............................................................................................ 34 11 LIMITATIONS AND CONSTRAINTS ................................................................................. 36 12 COMMUNICATION, REPORTING AND ESCALATION ......................................................... 37 12.1 General communication .................................................................................. 37 12.2 Regular reporting ............................................................................................. 37 12.3 Escalation and complaints .............................................................................. 37 Service Level Agreement Page 4 of 42 D4Science https://www.d4science.org/ 13 INFORMATION SECURITY AND DATA PROTECTION ......................................................... 38 14 RESPONSIBILITIES ....................................................................................................... 39 14.1 Of the Provider ................................................................................................. 39 14.2 Of the Customer ............................................................................................... 40 15 REVIEW, EXTENSIONS AND TERMINATION .................................................................... 41 16 GENERAL PROVISIONS ................................................................................................. 42 16.1 Non-assignability ............................................................................................. 42 16.2 Entire Agreement ............................................................................................. 42 16.3 Governing Law .................................................................................................. 42 16.4 Force Majeure ................................................................................................... 42 Service Level Agreement Page 5 of 42 D4Science https://www.d4science.org/ LIST OF TABLES Table 1. Service Level Targets 29 Table 2. Compensation Costs per Bundle 31 Table 3. Maintenance and Operation Effort in Working Days per Bundle 32 Table 4. Response times to incidents according to the incident priority of “Medium” services table 34 Table 5. Service Operation Procedures and Rules 34 Table 6. Contacts 37 Table 7. Reporting 37 Service Level Agreement Page 6 of 42 D4Science https://www.d4science.org/ 1 SLA COORDINATES The present Service Level Agreement (“the Agreement’) is made between the D4Science.org, legally represented by CNR (the Provider) and Openmod Initiative (the Customer), legally represented by _________________________________ to define the provision of the OPENMOD VRE equipped with the services described hereafter. Representatives and contact information are defined in Section 12. With the term provision it is intended the deployment and operation of the dedicated Virtual Research Environment. Summary coordinates: VRE Name: OPEMOD VRE Description: The OPENMOD VRE _________________________________ ______________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ VRE Access policies: Restricted One of the following VRE access policies can be selected at any time during the operation of the VRE: • Private access policy: the VRE is private and a user can access it only by invitation issued by the VRE Manager. Upon acceptance of the user of the invitation, the user becomes member of the VRE with a user role; • Restricted access policy: a user registered to the gateway and with a valid identity can request access to the VRE. The VRE Manager can approve or reject any user request. In case of approval, the user becomes member of the VRE with a user role; • Public access policy: a user registered to the gateway and with a valid identity can become member of the VRE by simply accessing it. The VRE Manager is just notified. Four different roles are supported by default and additional ones can be defined as per request of the Customer: Service Level Agreement Page 7 of 42 D4Science https://www.d4science.org/ • VRE Manager role: any user with this role can manage user registration/deregistration to the VRE and assign/remove roles by accessing the Administration dashboard. • User role: any user with this role can access the VRE data and share private data with other selected members of the VRE; • Processor role (Optional): any user with this role can register its own process and execute a process by accessing the Method Engine service; • Editor role: any user with this role can publish data to all members of the VRE by exploiting the Catalogue service. This Agreement is valid from _______ to _______ and it can be renewed up to 5 years from the signature at the condition reported in this document. After 5 years from the signature of this SLA, the cost per month for the services can be varied and increased / decreased to an extent not exceeding 15% of what is currently established. The Agreement was discussed and approved by the Customer and the Provider on _______ (DATE). Service Level Agreement Page 8 of 42 D4Science https://www.d4science.org/ 2 D4SCIENCE INFRASTRUCTURE SECURITY D4Science.org provides access to a set of services, as reported
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