Standard service level terms

Service hours

• Equipment will run 24/7.
• Math Faculty Computing Facility (MFCF) staff are available for support during regular business hours.

Availability and reliability

• The service will be available for all service hours except for planned maintenance.
• MFCF uses various techniques to create fault tolerance and eliminate single points of failure, thereby ensuring service availability. Redundancy of servers and components is one technique. Uninterruptable Power Supplies (UPSes) are used to overcome short power outages.
• Scheduled changes are normally announced at least one week in advance on the MFCF website. Occasionally, maintenance is required on short notice and MFCF will attempt to notify affected users.
• In case of an unplanned outage, service will be restored as resources allow.

Response to incidents

• Incidents will be resolved on a priority basis depending on the severity/impact as assessed by MFCF.

Capacity and performance

• Many systems are automatically monitored for basic performance metrics. Some statistics may be published on the MFCF website. Automated alerts are issued to MFCF staff when certain conditions such as high load or a service outage arise.

Security

• Standard University security policies apply.

Support

• Contact MFCF help to report incidents or request access to a service.

Reporting and review

• Users may report observations or concerns about performance of this service at any time through their Computing Advisory Committee (CAC) representative to the MFCF director or to the MFCF Help Centre.
• Information about billing is stored here.