The Service
The Service (EBSCOed Web Platforms) is defined as the application that provides website services to the customer’s end users/patrons.
Downtime
Downtime is any period of time greater than ten (10) minutes in duration, in which end users cannot use the service for its intended purposes, including searching, viewing results, browsing website content and following links to resources. Downtime may manifest itself as the inability to complete actions due to application errors, or may result from slow performance. EBSCOed will be the sole party responsible for measuring and reporting downtime.
Availability
Availability is the numeric inverse of downtime. For any given period of time that users can use the service for its intended purposes, the application is available. Downtime plus availability shall equal 100% of the time in a given year. EBSCOed will be the sole party responsible for measuring and reporting availability.
Performance
Performance is defined as the amount of time for pages to be delivered to the end user’s browser from the instant their request was submitted. This is referred to as End-To-End Performance. The service will consist of several pages that will contribute to the site’s overall performance. EBSCOed will be the sole party responsible for measuring and reporting site performance.
Services
Services are an integral part of your EBSCOed subscription service ensuring the integrity of your site and your content license(s) is maintained with the highest level of security protection. Services may be referred to as remediation and may include on demand configuration and environment changes such as DNS, SSO and/or EBSCOed version upgrades and response to bad actor activity (bots). Services may be at the request of a customer or actioned in real time in response to an identified issue.
Service Availability
EBSCOed is committed to ensure that the service is available 99.9% of the time per year, excluding any planned maintenance & incident response time. This equates to no more than 8.76 hours per year of unplanned downtime. In the event that the Service exceeds 8.76 hours of unavailability, any subsequent incident of unplanned downtime per day would result in EBSCOed extending the customer’s subscription by one day per incident. No more than one day of subscription extension would be granted for any amount of downtime incurred in a 24-hour period.
Service Performance
The Service is designed to have all pages be delivered in an average of five (5) seconds or less. If the average page response time is greater than five (5) seconds for more than twelve (12) consecutive hours, EBSCOed will extend the customer’s subscription by one day.
Planned Maintenance
While EBSCOed operates the Service in a manner that is designed to be available 24 hours per day, 365 days per year, it reserves the right to plan maintenance that would cause Downtime. It shall limit downtime due to planned maintenance to less than eight (8) hours per year for standard updates and enhancements. Exceptions may occur when performing Services in the form of environment updates scheduled with the customer at customer request which may include but are not limited to: changes to Domain Name Services (DNS), Single Sign-on (SSO) or Authentication Integrations, and Migrations/Upgrades. These exceptions will be scheduled with at least 24 hours notice and may incur intermittent access for up to 24 hours as 3rd party dependencies apply. Should you have concerns regarding intermittent access, you can opt to put your EBSCOed experience in maintenance mode for the duration of the Service.
Incident Response
EBSCOed SaaS subscription service boasts 24/7 Service, ensuring the integrity of your site and your content license(s) is maintained with the highest level of security protection. EBSCOed reserves the right to intermediate and/or remediate any bad actor activity and/or temporarily disable a site receiving real time remediation Services.