SURF publishes its service levels in its Service Level Specification (SLS) document. This document describes what can be expected from SURF for every service (including SURFconext). It specifies key performance indicators for each service. It also specifies the procedures regarding error handling and maintenance and specifies how SURF reports on the key performance indicators.
The SLS specifies SURF's services for its member institutions. If you are not a member institution you cannot make claims on the content of the SLS. This page is for information purposes only.
On this page you'll find a summary of the most important parts of this document related to SURFconext. The complete document is available on the website of SURF. (in Dutch only)
SURFconext key performance indicators
Based on the SLS you can expect the following availability of SURFconext:
Performance indicator | Year-based value |
---|---|
Availability SURFconext Login (SAML) | 99,9% |
Availability SURFconext API | 99,9% |
Availability SURFconext Teams | 99,5% |
The availability of the SURFconext login and Group API
Reporting an incident
There are three methods for reporting an incident. The method to use depends on your role:
- You are a registered SURF helpdesk caller. In this case, you officially represent a SURF member institution. This helpdesk registers, coordinates and monitors reported incidents. Registered helpdesk callers can reach the helpdesk 24/7 on +31 88 787 36 38. It's also possible to send an email to: helpdesk@surfnet.nl. An error which is reported via telephone is attended to directly. E-mails are handled within 30 minutes. Availability of the helpdesk is 99.9% on a monthly basis for all days between 00.00 and 24.00.
- You are an employee of a Service or Identity Provider. In this case you can report your incident to SURFconext Support.
- You are a user of a service that is connected to SURFconext. In this case you can report your incident to the SURFconext helpdesk (help@surfconext.nl).
Incidents handling
SURF assigns priorities to incidents based on the time and impact of the disruption. The table below shows an overview of the priorities:
Priority | Description |
---|---|
Priority 1 | Complete failure of the service |
Priority 2 | Reduced functionality for the majority or all users of the service |
Priority 3 | Reduced functionality for a limited amount of users of the service |
Depending on the priority, SURF pursues certain response and recovery time. Detailed information on this can be found in the SLS document on the website.
A specific procedure exists to inform stakeholders in the case of a big disruption. A big disruption is an interruption that lasts more than 30 minutes and where SURFconext as a whole is not available for (users) of more than 1 Identity Provider or Service Provider. In such a case, information is published at http://grotestoring.surf.nl.
Maintenance
Maintenance on the SURFconext platform that interrupts its service takes place in the maintenance window.
The maintenance window for SURFconext is every Tuesday- or Thursday morning from 5.00 - 7.00 hours. SURFconext will utilize 1 maintenance window a week as a maximum.
In some cases maintenance will be executed outside the maintenance window. This happens if:
- maintenance takes more time than the duration of the maintenance window, or
- not more than 3 institutions are involved.
In these cases activities will be planned in negotiation with the SURFconext member institutions involved. The SURFconext administrators of these institutions and Service Provider technical contacts receive an announcement of the service interrupting maintenance at least 5 days beforehand.
Communication in case of disruptions
If SURFconext is affected by a disruption, we will notify the technical contact listed in your SP metadata as soon as possible. Updates on disruptions can also be followed via: http://grotestoring.surf.nl
If you want other persons (for example the end-user helpdesk) to be informed in case of disruptions and releases, then you can sign them up to our Alert mailing list. This can be done here: https://list.surfnet.nl/mailman/listinfo/surfconext-alert (Subscribing to SURFconext alert) or you can send a request to support@surfconext.nl.