​​​​​​Service Level Agreement (SLA)

The COARE Service Level Agreement (SLA) formally outlines the agreement between the DOST-ASTI and its stakeholders for COARE’s service delivery of its standard services: High-Performance Computing (HPC), Science Cloud, and Data Archiving. The SLA states the DOST-ASTI's service level commitment in providing COARE Services to the COARE users and the necessary measures to provide consistent support and delivery.

The current version (version 9.1) of the COARE SLA contains the following provisions/information:

• Definition of significant terms
• Service and Resource Availability
• Service and Support Requests Acknowledgement Agreement
• Service Delivery Agreement
• Priority Levels
• Responsibilities of COARE users and the COARE Team
• SLA Effectivity and Exclusions
• Turnaround Time for Identified Service Requests
• COARE's Service Request and Incident Management Process Workflow

For a pdf copy of the COARE SLA, click here.