Manual E-bill 499.41

Service Level Agreement (SLA)
System availability and maintenance window
Services Services Comments
Machine time 7/24 hours Minus maintenance window
Availability 99.5% per
quarter
Maximal contiguous
down-times:
• Total down-time
• Partial down-time
max. 12 hours
max. 24 hours
Only total down-times
are included.
Malfunctions reported during operating hours will be remedied within
the agreed down-times for total and partial down-times. The agreed downtimes
include the response time and the report that the malfunction has
been remedied. The restoration time for data records depends on their size
and cannot be guaranteed.
Maintenance window Activities Comments
Server Back-up of the
application and
database
Back-up
of system data
Maintenance Maintenance
required
for technical
reasons
Maintenance
required
for application-
related reasons
Daily
Once a week, each Sunday
between 2 and 6 a.m. The
storage period is 30 days. In
the event of a “restore”, the
data can only be restored
back to the previous back-up.
For maintenance of general
IT infrastructure there is a
4-hour service window, usually
on Sundays between 2 and
6 a.m.
Maintenance required for
application-related reasons
will be discussed in advance
with and announced
to the persons concerned.
Manual E-bill Version October 2010 58/64