CISRED · SERVICE LEVEL AGREEMENT
This Service Level Agreement defines the general service framework for CISRED scientific, computational, technical, and research-related services.
PURPOSE
This Service Level Agreement establishes general expectations for the delivery, availability, support, communication, and maintenance associated with CISRED services.
Specific projects may be governed by additional agreements, statements of work, quotations, or project-specific specifications.
SERVICE SCOPE
Depending on the agreed project scope, CISRED services may include scientific and computational activities related to:
The exact scope of each engagement is determined by the applicable project documentation.
AVAILABILITY
CISRED aims to maintain reliable access to its website and digital resources. However, continuous or uninterrupted availability cannot be guaranteed.
Maintenance may occasionally require temporary service interruption.
Unexpected technical events may temporarily affect availability.
CISRED will make reasonable efforts to restore affected services.
SUPPORT
Service-related questions and technical requests may be submitted through the communication channels provided by CISRED.
Support response times depend on the nature, complexity, urgency, and technical requirements of each request.
Routine questions and service-related communications.
Problems affecting an active service or computational workflow.
Significant issues affecting an agreed deliverable or active project.
RESPONSE
Requests are assessed according to their operational impact and scientific or technical urgency.
Response targets may be further defined in an individual project agreement or service quotation.
INCIDENTS
When an issue affects an active service, CISRED will evaluate the incident, determine its impact, and take reasonable steps toward resolution.
Identify and document the issue.
Determine scope and operational impact.
Apply appropriate corrective actions.
Restore the affected service where possible.
MAINTENANCE
CISRED may perform planned maintenance, infrastructure updates, software changes, security improvements, or other technical operations required to maintain service quality and reliability.
Where practical, users or project contacts may be informed in advance when planned maintenance is expected to materially affect an active service.
PROJECT DELIVERY
Delivery timelines for scientific or computational projects depend on project scope, data availability, technical complexity, validation requirements, and other project-specific factors.
A timeline communicated for an individual project may therefore differ from general service expectations described in this SLA.
Delays caused by incomplete information, changes in scope, unavailable materials, external dependencies, or circumstances outside CISRED's reasonable control may affect delivery schedules.
CLIENT RESPONSIBILITIES
Effective service delivery also depends on timely and accurate cooperation from the client or project requester.
EXCLUSIONS
Service levels may not apply to interruptions or delays resulting from circumstances outside CISRED's reasonable control.
REVIEW
CISRED may update this Service Level Agreement to reflect changes in technology, services, infrastructure, operational practices, or applicable requirements.
Project-specific agreements may contain service conditions that take precedence over general provisions of this SLA where expressly agreed.
Contact CISRED to discuss a scientific project, computational workflow, technical requirement, or service-related question.
547 Yurok Cir,
San Jose, CA 95123,
United States