Service policy description

Service Policy Description

DISCLAIMER: THIS DOCUMENT DOES NOT CREATE ANY ENFORCEABLE RIGHTS OR OBLIGATIONS OF ANY PROPERTY BUT RATHER IS A DESCRIPTION OF HOW THE GCP INTENDS TO SUPPORT THE INTEGRATED BREEDING PLATFORM.

Introduction

The purpose of this Service Policy Description (hereafter SPD) is to define the support that the Integrated Breeding Platform will endeavour to provide to users of its tools, services, and other resources. Service definitions include availability, support levels, or duration and restrictions on support provided by IBP based on compliance with the Acceptable Use Policy (AUP). The introduction and system services define IBP’s general support services; the additional level of service, if any, that will be provided to users of specific IBP tools, resources, or services are defined in each Addenda.

By requesting and accepting a user account with IBP, a user accepts that this document merely describes the support that the Integrated Breeding Platform will endeavour to provide to users of its tools, services, and other resources, and does not create any enforceable rights or obligations of any property.

This SPD is effective on the earlier of the date when the user accepts a user account with the IBP, or the date when the eser begins using any IBP tools, services, or other resources. This SPD, and any subsequent modifications to it, are in effect for the duration that the user maintains an account with IBP or until the account is otherwise terminated.

Definitions

  • IBP means the Integrated Breeding Platform, together with its successors and assigns.
  • User means any person or entity who requests, registers, and activates an IBP user account.
  • Atmosphere means public cloud computing services and infrastructure provided by iPlant for the use and benefit of IBP users..
  • VM means virtual machine services provided by iPlant Collaborative on behalf of and for the IBP.

Systems services

The IBP will endeavor to provide the following services to the registered users of IBP resources:

  • Maintenance - Scheduled maintenance of the site will occur from time to time, and most planned outages will occur during this scheduled maintenance windows. Planned outages will in as far as it is possible and practical be scheduled during nights and weekends following at least 24-hours prior notification of users via email. Unscheduled outages may occur at any time and IBP staff will strive to communicate such outages to the affected users or designated alternative contacts within 6 hours. "Emergency maintenance" refers to any corrective action intended to remedy conditions likely to cause severe Service degradation, as determined by IBP in its sole discretion.  IBP will make reasonable efforts to inform users in advance before interrupting service for emergency maintenance but such notice is not guaranteed.
  • Operation support - Ongoing support includes systems performance tuning, software patches, software installation, systems automation, and server configuration.
  • Monitoring - iPlant and IBP staff monitor on daily basis vital data center and server information.
  • Network connectivity – iPlant and IBP Systems Administrators complete the installation and set up of the VM with an operating system.  This includes the creation and configuration of the VM with the requested services, network address, back-up system software, security administration, monitoring and account management.
  • Backup services - iPlant and IBP will backup persistent virtual machines and data stored within iRODS regularly and preserve the same for a period of upto for one month. Atmosphere EBS volumes and S3 data will also be backed up regularly, and preserved for one month.
  • Notification - Users will be notified of planned outages affecting the VMs.  Email notification will be sent to the contact email address provided by the user at least 24 hours prior to the planned outage.

Service availability

iPlant and IBP will endeavor to provide the services described herein on a 24-hours a day basis, seven days a week, every week of the year, with incident response within 24 hours for urgent issues (see below), or within 2 business days for normal priority issues, service requests, or business inquiry.

Service constraints

  •  Users must notify the Service Provider when a contact changes, provide a new contact person, and update contact information.  IBP is not responsible for timely outage notification if a user fails to update their contact information.
  • It is understood that iPlant, GCP and the IBP are not-for-profit, humanitarian ventures, and that they are unable to guarantee any particular level of service. Accordingly, iPlant, the GCP and its Consortium Members, and GCP’s host agent CIMMYT shall not be liable under any circumstances for any failure or delay in performing the services described in this SPD.

Incident management

The services provided by the Integrated Breeding Platform, including incident response, are in effect 24-hours a day, seven days a week, every week of the year. Incident response will be within 24 hours for urgent issues (see below), or within 2 business days for normal priority issues, service requests, or business inquiry. In responses to a support ticket, an IBP staff member will respond by email to the incident(see criteria below).

 

Impact

Criteria

Escalation and procedure

Response time

Urgent

A component, application or critical feature is down and as a result, no work can be performed

Contact ibp@cgiar.org. If no response in a reasonable timeframe contact Fred Okono on Tel +52 55 5804 2004 Ext 1322

 24 hours

Non-Urgent

Abnormal or inconsistent system behavior or a system problem that does not prevent work on the system

Contact ibp@cgiar.org. If no response in a reasonable timeframe contact Fred Okono on Tel +52 55 5804 2004 Ext 1322

2 business days

Service Request

 Routine request for maintenance

Contact ibp@cgiar.org. If no response in a reasonable timeframe contact Fred Okono on Tel +52 55 5804 2004 Ext 1322

2 business days

Inquiry

 A question regarding a change to the service

 Contact ibp@cgiar.org. If no response in a reasonable timeframe contact Fred Okono on Tel +52 55 5804 2004 Ext 1322

2 business days

 

Important contact information

 

Name

Email

 

Telephone

General Support issues

Fred Okono

f.okono@cgiar.org

+52 55 5804 2004 Ext 1322

Graham McLaren

g.mclaren@cgiar.org

+52 55 5804 2004 Ext 1320

Data & Information Management Tools

Clarissa Pimentel

c.pimentel@cgiar.org

+52 55 5804 2004 Ext 1183

Arllet Portugal

a.portugal@cgiar.org

+52 55 5804 2004 Ext 1322

Graham McLaren

g.mclaren@cgiar.org

+52 55 5804 2004 Ext 1320

Capacity building & Communities of Practice

Ndeye Ndack Diop

f.okono@cgiar.org

+52 55 5804 2004 Ext 1318

Fred Okono

f.okono@cgiar.org

+52 55 5804 2004 Ext 1322

Analytical Pipeline and Decision Support Tools

Mark Sawkins

m.sawkins@cgiar.org

+52 55 5804 2004 Ext 2018

Graham McLaren

g.mclaren@cgiar.org

+52 55 5804 2004 Ext 1320

 

Security, access, and opt-out option

  • Security, Privacy and Confidentiality – iPlant and IBP will endeavour to maintain current patch levels on the operating system and any applications running to ensure network security.  A user will have access only to their assigned VM(s); IBP and iPlant staff will have access to users' VMs for the purposes of maintaining security and a functional operating system.  Periodic security scans will occur to ensure that all IBP Systems maintain a satisfactory security level.
  • Physical Access - Physical access to IBP’s physical cyberinfrastructure resources, hosted by the  iPlant Collaborative,  is restricted to authorized iPlant and IBP personnel.
  • Root Access - IBP may grant root access, which is the ability to modify the configuration of a system, to users on virtual machines or to the physical systems.   All IBP physical systems and VMs will be configured to permit iPlant Collaborative and IBP staff access; however, these staff will not use root access unless permission is explicitly granted.
  • Atmosphere Root Access - Atmosphere users will be granted root access for many VM images using the Atmosphere portal; for those VMs that do not allow root access to the user, a notice will be provided.  The iPlant and IBP staff will not access any Atmosphere VM if the Opt-Out option is invoked for a given VM, except for situations related to security and the overall operations of IBP and iPlant's infrastructure (see "Opt-Out Option").
  • Atmosphere Opt-Out Option - A user may "Opt-Out" of the standard IBP and iPlant security procedures identified in this SPD during registration or at any time by contacting ibp@cgiar.org.  "Opt-out" means that neither IBP nor  iPlant will intervene in a user's VM; any operations, configurations, tools, data analysis, workflows, etc., created by a user with root access who has opted-out will remain as is in the user's VM.  In the event that a user with root access who has opted-out impairs their VM's functionality through the installation of software of any sort, or through the configuration of the VM, then IBP and iPlant shall have NO obligation to provide any incident management with respect to their VM's functionality. The only obligation IBP and iPlant has in such situations is to disable the Opt-Out user's VM(s) should their installations or configurations result in threats to the overall system security and/or the functionality of the operating system for Atmosphere and/or the system as a whole, as determined solely by IBP and iPlant.  In the event that an "opt-out" Atmosphere VM is disabled due to security concerns or a misconfiguration and data recovery on the volatile storage on the Atmosphere VM is deemed possible by IBP and iPlant staff, they will provide sufficient access to the user to copy the data elsewhere; no other recovery efforts will be performed to triage or remedy the issue.

Compensation

Given that the IBP resources and iPlant's cyberinfrastructure resources are free, publicly-available, open-source computing resources and services, neither IBP nor iPlant will compensate for failure or a user's loss of service, data, results, images, etc. that may occur during a scheduled or unscheduled outage of servers and services.

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