This Service Level Agreement (hereafter called SLA) is made between the customer, Satama service user, and the service provider, CSC - IT Center for Science Ltd., to cover the provision and support of the service as described hereafter. Amendments, comments and suggestions must be addressed using the communication channels defined in section Communication, reporting and escalation.
The service provider retains right to introduce changes to the infrastructure. If the Customer does not accept the changes, this service subscription can be terminated
This SLA applies to Satama service.
Satama is a container registry that stores, manages, and secures container images and Helm charts. It provides role-based access control (RBAC), image vulnerability scanning, and content signing, ensuring a trusted supply chain for containerized workloads. Satama is based on open-source, cloud-native container registry called Harbor. Satama is running on top of Rahti and can be used by either web interface or command line.
This service is provided under CSC's General Terms of Use for CSC's Services for Research and Education and CSC's Security Policy.
The service is designed to run continuously. However, the following exceptions apply:
The service covered by this SLA is made up of the following (technical and logical) service components:
Identity Management System (IdM)
Resource usage follow-up and reporting (Reppu)
Support to the services covered by the scope of this SLA are provided through CSC Service Desk channels and under CSC Service Desk policies:
CSC Service Desk
Operating hours: Mon-Fri (excluding Finnish public holidays), see CSC's contact information page
Phone: +358 (0) 94 57 2821
E-Mail: servicedesk@csc.fi
Web page and contact form: https://research.csc.fi/support
Response time target: Within Three Working Days
Disruptions to the agreed service functionality or quality will be handled according to an appropriate priority
based on the impact and urgency of the incident. In this context, the following general priority guidelines
apply:
1. Ensuring normal levels of security
2. Restoring normal service operation
Response and resolution times are provided as service level targets (see section 6).
In addition to resolving incidents, the following standard service requests are defined and will be fulfilled through the defined support channels:
Response and fulfillment times are provided as service level targets (see section 6).
The Satama service adheres to the following targets specified in ..:
Service level: A (Basic)
Service time / incident handling: P1 Weekdays 8.00-16.00
Availability: K1 95%
Availability is calculated by subtracting the service break time from the ideal availability during service time. This information is obtained from internal monitoring systems and defined as Customers' ability to
The Service Provider commits to inform the customer if this SLA is violated or a violation is anticipated. For this, email as a communication channel will be used. A Customer may contact the CSC Service Desk for the case of a possible SLA violation. The case will be analyzed internally and, if the violation is confirmed, CSC will inform the Customer about the reasons for the violation, planned mitigation actions and expected resolution time.
The provisioning of the service under the agreed service level targets is subject to the following limitations and constraints:
The following contacts will be generally used for communications related to the service in the scope of this
SLA:
Contact for the customer and user: servicedesk@csc.fi
Security incident reporting (CSC's Head of Security): security@csc.fi, +358 (0)
94 57 2253
Service reports regarding availability will be available from the servicedesk by request. The information provided on requested Service Reports is limited to data availability and by data security and privacy constraints.
For escalation and complaints, the defined service provider contact point shall be used, and the following rules apply:
First contact shall be established, preferably by e-Mail, to Contact for Customers address (See section Communication, reporting and escalation) explaining the reason for the complaint with a sensible level of detail and clarity. Please also include, if possible, the following information:
CSC has approved a security policy and also follows security best practices. For CSC's customers, providers and staff there are detailed security guidelines. Many items in our security policies and guidelines refer to external compliance requirements. CSC has also procedures for risk and security management. For more information, please refer to the following page: https://www.csc.fi/security.
The handling of personal information on the Satama service will be described soon.
Additional responsibilities of the Provider are as follow:
The Customer agrees to follow CSC's General Terms of Use for CSC's Services for Research and Education and CSC's Security Policy.
There will be reviews of the service performance against service level targets and of this SLA at planned intervals according to the following rules:
For the purpose of this SLA, the following terms and definitions apply:
An extended list of term definitions adopted on this document can be found in FitSM-0: Overview and vocabulary document.
This document is based on the FitSM SLA template which is shared under the Creative Commons Attribution 4.0 International License.