SERVICE LEVEL AGREEMENT. Mission: Certificates Management

Transcription

1 SERVICE LEVEL AGREEMENT BSM: This SLA is cvered by BSM s fr Infrastructure, Supprt and Prjects This SLA is a cmplement t the Master Service Agreement V5.0 as described in art 2.2 (MSA) Missin: Certificates Management Reference: Versin: 3.0 SLA Certificates management Date: June 28 th, 2016 Printed n: Friday 21 April 2017 Between : ehealth (Hereafter referred t as Cnstituent ) and: Smals (Hereafter referred t as Service Prvider )

2 Table f cntent 1. Management f this dcument Versin Management Related Dcuments Validity Precedence Descriptin f the Basic Service Certificates... 4 Purpse... 4 Features Scpe f the SLA Service Parameters Service Objectives - Overview Service Objectives - Details Standard changes Reprting Cmmunicatin f Incidents with High Impact Grup 1 Management Smals Grup 2 Management Cnstituent and Accunt Manager Grup 3 Helpdesk end-users Grup 4 Inspectrs Grup 5 End users SLA Certificates Page 2 f 17 Versin: 3.0

3 1. Management f this dcument 1.1. Versin Management Table belw gives an verview f the different versins which were discussed and/r apprved with the Cnstituent. Apprved versins always have a versin reference X.0. Intermediate versins have a versin reference X.Y Versin Date Authr Descriptin f the changes 1.0 April 2 nd, 2013 P. Hllande First apprved versin 2.0 December 16 th, 2013 P. Hllande Secnd apprved versin 2.1 June 20 th, 2016 P. Hllande Update fr intrductin f Quvadis (generalizatin with external prvider) 2.2 June 23 rd, 2016 P. Hllande Update after internal review 3.0 June 28 th, 2016 P. Hllande Third apprved versin 3.1 April,2017 P. Heller Mdificatin f cmmitted Objective 1.2. Related Dcuments Name Date Authr Remark Prject Charter Master Service Agreement V June 23 rd, 2016 M. Stuckens P. Hllande This SLA is a cmplement t the Master Service Agreement 1.3. Validity The validity f this SLA is defined in cnfrmance with the Master Service Agreement: Withut a cancellatin ntice frm the Cnstituent, the missin will be autmatically renewed. This missin will als be cnfirmed by respective BSM 1.4. Precedence The infrmatin in this dcument versin takes precedence ver the data regarding the same subjects given in frmer versins and in the MSA. SLA Certificates Page 3 f 17 Versin: 3.0

4 2. Descriptin f the Basic Service Certificates Purpse ehealth platfrm ffers its partners a Basic Service fr Certificates. Features The Basic Service fr Certificates is cmpsed f fllwing services: Creatin f Certificates; Manage the Revcatin f certificate; Manage the Renewal prcess; Cnsult the Certificates. SLA Certificates Page 4 f 17 Versin: 3.0

5 2.1. Scpe f the SLA General Fllwing table gives an verview f the different activities fr Certificates, Tkens and Encryptin and the SLA they can be fund in. Activity Needed fr/when: Cvered by SLA Dwnlad ETEE Requestr Request Certificates and Tkens ehealth Prtal Dwnlad the Encryptin Library Lcal encryptin ehealth Prtal Creatin f Certificate Including the transfer f the Certificate t the End-user t create an ETK Request an ETK (Tken) Only the Publicatin f the ETK ETK Dept Get the Public ETK f a Knwn Receiver KGSS Get Symmetric key fr an Unknwn Receiver Revcatin f Certificate Cnsult Certificates Renewal f Certificates Authenticatin E2E Encryptin enabling E2E Encryptin t a Knwn Receiver E2E Encryptin t a Unknwn Receiver Certificate has t be terminated ehealth Certificates E2E Encryptin E2E Encryptin E2E Encryptin ehealth Certificates ehealth Certificates But nt measured in this SLA ehealth Certificates SLA Certificates Page 5 f 17 Versin: 3.0

6 Services delivered by Service Prvider Fllwing Services are prvided by the Service Prvider t ensure that the Basic Service Certificate can be delivered with the requested quality: Husing See attachment in MSA Infrastructure Management See attachment in MSA Applicatin Management See attachment in MSA Fllwing deliverables are autmated prcesses: Creatin f a Certificate and related ETK The prcess is detailed in Fig.1 In exceptinal situatins (e.g.: Hspital nt registered in User Man, Autmatic prcedure desn t wrk, ) this prcess will be executed manually. Fr the Renewal f Certificates, the Service Prvider has t infrm the End-users that their Certificates will cme t expiratin. The prcess is detailed in Fig.2 The nly respnsibility f the Service Prvider is t infrm the End-user f the expiratin date. It is the End-users respnsibility t request a Certificatin Renewal. The prcess fr a renewal is the same as fr the Creatin f a Certificate. The Cnsult Certificate is part f this SLA but is nt measured nr reprted as such. As it is measured by the end-t-end mnitring f the different Added Value Services and/r Basic Services, reference is made t these metrics t evaluate this Service. Revcatin f Certificate. The prcess is detailed in Fig.3 In exceptinal situatins (e.g.: Hspital nt registered in User Man, Autmatic prcedure desn t wrk, ) this prcess will be executed manually. Supprt cncerning Certificate use. See MSA fr descriptin. SLA Certificates Page 6 f 17 Versin: 3.0

7 Creatin f Certificate Fllwing figure shws the flw f the autmated prcess Fig 1 SLA Certificates Page 7 f 17 Versin: 3.0

8 Renewal f Certificate Fllwing figure shws the prcess executed by the Service Prvider in rder t infrm the End User that the certificate he uses will cme t expiratin. The renewal prcess itself is the same as the initial creatin f a certificate (Fig 1) with an additinal step fr the activatin f the renewed Certificate t allw prper installatin f this Certificate and prevent unavailability f applicatin s access. Fig 2 SLA Certificates Page 8 f 17 Versin: 3.0

9 Revcatin f Certificate Fllwing figure shws the flw f the autmated prcess Fig 3 Fr the Revcatin, the CERT RA WS waits fr the respnse f the External Prvider befre sending back its respnse t the Requestr (synchrnus access t External Prvider s Certificate service). As several prviders can be implied ver the time in the creatin f the Certificates, the revcatin f ne specific Certificate has t be handled by the prvider that has created it. SLA Certificates Page 9 f 17 Versin: 3.0

10 Services delivered by the Cnstituent Define the rules and deliver the up t date parameters fr Validatin f Certificate Requests, Define the rules and deliver the up t date parameters fr Revcatin f Certificates. Update f abve when needed Services cvered by anther SLA Cntact Center Service (see MSA) See als table in Par Out f scpe Request fr Certificate is dne n the lcal PC f the end-users r thrugh external sftware. Therefre this is ut f scpe f this SLA. Hwever when issues arise, the end-users can submit their questins r remarks at the Cntact Center. Supprt will be delivered when needed. SLA Certificates Page 10 f 17 Versin: 3.0

11 2.2. Service Parameters The Service Parameters and Objectives described belw are valid nly fr the Prductin envirnment Service Level Criticality The Service Level Criticality (as described in the MSA) fr this nline Basic Service is GOLD Service Windw fr CERT-RA and ETK-RA The default service windws defined in the MSA (Chapter Service, Supprt and Maintenance windw) is applicable fr this SLA. Service Windw Day f the week (clsing days f Service Prvider = Sunday) Day perid 00:00 07:00 07:00 08:00 08:00 16:30 16:30 19:00 19:00 21:00 21:00 24:00 Mnday Tuesday Wednesday Thursday Friday Saturday Sunday Service Windw fr manual Creatin, Revcatin and Renewal f Certificates Service Windw Day f the week (clsing days f Service Prvider = Sunday) Day perid 00:00 07:00 07:00 08:00 08:00 16:30 16:30 19:00 19:00 21:00 21:00 24:00 Mnday Tuesday Wednesday Thursday Friday Saturday Sunday Legend Timeslts where the Service must be available accrding t the SLA and where crrective actins will be taken t reslve detected Incidents. Timeslts where the Service will be available prvided there are n blcking Incidents. If incidents d appear, n crrective actin will be taken. Timeslts where unavailability can ccur. SLA Certificates Page 11 f 17 Versin: 3.0

12 Supprt Windw The default supprt windws defined in the MSA (Chapter Service, Supprt and Maintenance windw) is applicable fr this SLA. Supprt Windw Day f the week (Clsing days f Service Prvider = Sunday) Day perid 00:00 07:00 07:00 08:00 08:00 16:30 16:30 19:00 19:00 20:00 20:00 21:00 20:00 24:00 Mnday Tuesday Wednesday Thursday Friday Saturday Sunday Legend Timeslts fr which the ehealth Call Center is available fr the End-Users with a secnd line supprt fr Infrastructure (HW, OS, Middleware and DB) Timeslts fr which the ehealth Call Center is available fr the End-Users with a secnd line supprt, including Applicatin Supprt Timeslts fr which the ehealth Call Center is unavailable fr the End-Users. The End-User will have the pssibility t recrd a vice message that will be treated n the next Wrkday Maintenance Windw During the switch ver between P1 and P2, a dwntime f maximum 30 minutes is authrized. This dwntime will nt be taken int accunt when calculating the Availability f the different Services. Interventins authrized n the Active envirnment 1 are Crrective actins intended t enhance the availability r stability f the Service. Unavailability caused by these interventins will be recrded as dwntime. 1 Active envirnment being the envirnment (P1 r P2) effectively running the Prductin. The ther ne is than the Next Release envirnment. SLA Certificates Page 12 f 17 Versin: 3.0

13 2.3. Service Objectives - Overview Service KPI SL ID Cnditin Measure based n Creatin f Certificate Availability - CERT-RA and ETK-RA Perfrmance CERT-RA Respnse time 4 sec Perfrmance ETK-RA Respnse time 1 sec Limit Service Windw Test script passes Fictitius request M Su 0:00 24:00 Real transactins Real transactins M Su 0:00 24:00 M Su 0:00 24:00 Objective Objective Target Cmmitted 99,5% 99,9% 98% 98% SLA Certificates Page 13 f 17 Versin: 3.0

14 2.4. Service Objectives - Details Availability f CERT RA and ETK RA Objectives Definitin The CERT RA and the ETK RA services are cnsidered t be available when the fllwing test is crrectly executed: getcertificate fr CERT RA, accessing the ETEE Repsitry startetkregistratin fr ETK RA, accessing the ETEE Repsitry Measuring methd The availability f the different functinalities is measured by executing the test scripts every 5 minutes. When the script is executed with as result a Status OK, the test passed. When the script is executed with an ther result, the test failed Calculatin Availability = Passed Tests x 100 % Ttal Tests Ttal Tests = Ttal number f tests launched within crrected timeframe Passed Tests = Ttal number f tests that resulted in a status OK within the same timeframe Crrectins are applicable n tests that are nt taken int accunt because they were caused : by a Validated Authentic Surce r partner applicatin ut f scpe f this SLA by a failing mnitring tl Reprting and evaluatin perid The availability is calculated and reprted mnthly. Crrective actins are initiated when apprpriate. The frmal evaluatin hwever is dne n a yearly basis. Cmment regarding ETK RA As described in Par this SLA nly cvers the dwnlad f the Certificate t the enduser. Making the ETK available in the Repsitry is part f the ETEE SLA. Service Level Objectives Functinality Service Windw Service Level Objective Cmmitted Target CERT RA Mn Sun 0:00 24:00 99,5% 99,9% ETK RA Mn Sun 0:00 24:00 99,5% 99,9% SLA Certificates Page 14 f 17 Versin: 3.0

15 Perfrmance f CERT RA and ETK RA Objectives Definitin The perfrmance f the CERT RA and ETK RA refers t its respnse time. Respnse time meaning the time needed t execute a request. This request can be Fr CERT RA: getactrqualities getgenericorganizatinstypes getexistingapplicatinids generatecertificate generatecertificatefrrenewal getcertificate validaterenew getrevcablecertificates revke Fr ETK RA: startetkregistratin cmpleteetkregistratin ActivateETK Attentin: The respnse time des nt include: The time needed t deliver the infrmatin ver the Internet The time needed t prcess the infrmatin at the End Users premises. Nte fr CERT RA: the validatin f the requestr authrizatin fr the request with the authentic surces (IAM AA) takes time(getactrqualities), reasn fr the difference f expected respnse time regarding the ETK RA. Additinally, the synchrnus call t the External Prvider fr the revcatin (revke) extends the treatment time f the crrespnding request in CERT RA. Measuring methd This respnse time is measured n the Reverse Prxies..Bth start time (request received) and stp time (answer sent t the End User) are measured and stred in a database. Measuring is dne n real transactins, and nly n thse having a stp time within the measuring perid. Calculatin All respnse times are calculated: Stp time Start time fr every request. The percentage that meets the target is calculated based n fllwing frmula: Perfrmance = Tests meeting the target x 100 % Ttal Tests Reprting and evaluatin perid The perfrmance is calculated and reprted mnthly. Crrective interventins are initiated when apprpriate. The frmal evaluatin hwever is dne n a yearly basis. Service Level Objectives Functinality Target Service Level Objective Cmmitted Perfrmance CERT RA < 4 sec 98% Target Perfrmance ETK RA < 1 sec 98% SLA Certificates Page 15 f 17 Versin: 3.0

16 Capacity The Service Prvider will mnitr and reprt the use f the cmmunicatin line t the Internet. This will cnsist f Prducing a mnthly reprt abut the utilizatin f the cmmunicatin line and evaluate the used capacity against the maximum capacity. Generating a warning message at 80% f maximum capacity. Generating an incident and infrming the Cnstituent at 90% f maximum capacity. The Cnstituent will prvide n a mnthly basis all available infrmatin abut the expected increase in internet traffic. This must help the Service Prvider in anticipating capacity expansin Standard changes T be cmpleted when needed Reprting Fllwing tpics are cvered in the mnthly reprt: Usage f the Basic Service Availability and Perfrmance results Overview f the Incidents Overview f the implemented Changes SLA Certificates Page 16 f 17 Versin: 3.0

17 3. Cmmunicatin f Incidents with High Impact 3.1. Grup 1 Management Smals Name Organisatin # GSM # address F. Rbben J.-L. Vanneste S. Akkermans C. Schetter 3.2. Grup 2 Management Cnstituent and Accunt Manager Name Organisatin # GSM # address F. Rbben ehealth M. Stuckens ehealth Ph. Heller ehealth 3.3. Grup 3 Helpdesk end-users Name Phne # GSM # address 3.4. Grup 4 Inspectrs Nt Applicable 3.5. Grup 5 End users Nt Applicable SLA Certificates Page 17 f 17 Versin: 3.0