Terms and conditions

Below you can find the NORDUnet master service agreement with general terms and condition for all NORDUnet services, plus addenda covering service levels, privacy, and support. A PDF os attached to each item with the full text of the terms and conditions. 

 

Attachment: PDF icon NORDUnet Master Service Agreement.pdf

NORDUnet’s Master Service Agreement outlines all general terms and conditions including fault reporting, service levels and availability commitments.

 

Scope

NORDUnet Network Services as listed below:

  • IP Transit
  • IP Peering
  • Lambda and OTN

NORDUnet operated Services as listed below:

  • Zoom – Real Time Communication
  • Kaltura – Media Management
  • Panopto – Media Management
  • Speech2text – Media Transcription
  • Dedicated Network Services

Service Availability
NORDUnet will endeavour to meet the Service availability at the following levels: Non-redundant Services 99.50%
Redundant Services 99.99%

Definition and Measurement:
Service Availability is a measure of the relative amount of time during which a Service is available for Customer use during a calendar month. „Service Unavailability“ for a Service is defined as the periods for which a Service is experienced as unusable, and is measured from the time:

  • An alarm is received in the NORDUnet monitoring system or
  • that the Customer reports unavailability of the Service to the NORDUnet NOC and NORDUnet opens a trouble ticket, until the time
  • that NORDUnet advises the Customer that the Service is restored and operating in accordance with agreed specifications.
    Any periods of time which a trouble ticket is kept open following notification by the NORDUnet NOC that Service has been restored, is not included in measuring the duration of a period of Service Unavailability.

Service interruptions not counted as Service Unavailability:

  • Planned work announced to the Customer at least five calendar days in advance.
  • Any interruptions of a redundant link or service that are not affecting the service.
  • Planned or unplanned interruptions caused by customer.
  • Interruptions caused by incidents in Customer’s own network, equipment or services that the specific service depends on.
  • Interruptions caused by another NORDUnet service that the specific service depends on.
  • Force majeure or similar in accordance with the Agreement. 

   Planned Maintenance:

  • Planned maintenance will be announced no later than that five calendar days in advance.
  • Emergency maintenance may be announced on a shorter notice.

Service Status and availability reports
Service Status Overview – http://stats.nordu.net/service_status/overview.html 
Service Status Summary – http://stats.nordu.net/service_status/summary.html 
Service and availability Reports – http://stats.nordu.net/reports/index.html

Attachment: PDF icon Generic Service Support.pdf

Objective

The objective of this procedure is to describe the actions and work-flow involved in Services Support and Incidents for the below services.

  • Zoom – Real Time Communication
  • Kaltura – Media Management
  • Panopto – Media Management
  • Speech2text – Media Transcription
  • Dedicated Network Services

Target audience

The target audience of this document is the University IT helpdesk / SME’s, NREN NOC’s, NREN Media and Network teams, as well as the NORDUnet Media and Network Teams and all other parties involved in Services support.

Introduction

The below goes for all Services supplied by NORDUnet to all Nordic NREN’s.
For the service delivery and support to scale there must be a layered support structure in place.

  1. Local organization IT helpdesk or similar
  2. NREN NOC or similar for incident handling and SME and/or product owners for support
  3. NORDUnet

Each level in the support structure has it’s own roles and responsibilities as described below.

All incidents can be reported 24/7 to NORDUnet, and will be handled according to the Incident Classification.

Current service status: https://status.nordu.net/
Support information and FAQ’s: https://support.nordu.net/hc/en-us

Incident Classification

Incident Classification and actionsDefinition/Description
Critical/P1
Should be reported by phone and email as soon as possible

·       Incidents that cause loss of service or continuous instability of mission critical functionality and has no workaround.

·       Inability to use a feature or functionality that is currently relied upon for mission critical functionality.

Major/P2
Should be reported by email during business hours		·       Incidents that are impairing, but not causing loss of service or loss of mission critical functionality. Intermittent issues that affect mission critical functionality.
Minor/P3
Should be reported by email during business hours		·       Issues that are not impairing / interrupting the service or any mission critical functionality. Single users or groups could be affected.
Informational/P4
Should be send by email during business hours, no Trouble Ticket will be raised

·       Information requests.

·       Standard questions on configuration or functionality.

·       Cosmetic defects, and feature requests.

Incident registration and verification

Local organisation IT helpdesk or similar

Description

Information registration

  • Organization: <name> (needed for reporting to NORDUnet NOC)
  • Product: <Kaltura, Zoom,,,,>
  • Is the issue affecting the whole service or a single user or group? (see incident classification)
    • Username(s): <user name>
    • Device info: <ie. MacBook xyz>
    • OS and version: <ie. MacOS xyz>
    • When was the issue first seen? (needed for log debugging etc.)
    • Is the issue associated with functionality that has previously worked?
    • Issue description?

Verification

  • Check open issues and planned maintenance activities
  • Can problem be reproduced on another device?
  • Can problem be reproduced using another username?
  • Is problem a known issue (check FAQ)

 

Support Tiers

Support TierDescription

Level 1
Local organization IT helpdesk or similar

  • Registration and verification
  • Incident classification
  • If issue is associated with a single user or group and cannot be reproduced on another device or username, the issue should initially be handled by the local organization ie. SME.
  • If unable able to resolve locally, incident to be reported to NREN.
Level 2
NREN NOC or similar
  • Check for alarms or other indication
  • System health check and verification
  • Correlation with other fault reports
  • Incidents to be reported to NORDUnet Media (incident level 1-3)
  • Support issues to be reported to NREN Media group or product owners (incident level 4)
Level 3
NORDUnet
  • Resolve issue or escalate to provider for resolution.

 

Procedure and workflow

END OF DOCUMENT

 

General description of NORDUnet Identity Provider

The service includes authentication of employees and other staff at NORDUnet, as well as attribute transfer regarding the authenticated user. NORDUnet is a member of SWAMID, the Swedish identity federation for research and higher education. The identity publisher is set up in accordance with policy and other rules and guidelines established by SWAMID.

Policy for personal integrity

NORDUnet’s identity publisher performs authentication on behalf of users active at NORDUnet. The users are responsible for which services they need to connect to in order to carry out their work at NORDUnet. Regardless of the service in question, the purpose of the service and the relationship the service has with NORDUnet, a standard set of personal data (a unique identifier, name, e-mail address and that you are active at NORDUnet) is delivered to the service. This procedure follows the intentions of the Swedish and Danish personal data protection legislations.

The service and limitations of service

NORDUnet guarantees an availability of the service that is in line with NORDUnet’s requirements and expectations. NORDUnet’s identity issuer transmits a defined set of attributes according to the privacy policy.

Service desk

For questions and error reports regarding NORDUnet and its SAML2 WebSSO service, please refer to the e-mail address sei@nordu.net.