Doc7_1-1527167_AnnexestoSLA33676.pdf
Dieses Dokument ist Teil der Anfrage „Frontex Media Monitor“
Document 7.1 - Ref. Ares(2020)1527167-12/03/2020 ........ FRONTEX Warsaw, 04-12-2014 Proj. No Annex I FRONTEX MEDIA MONITOR SLA details Version 2.0 European Agency for the Management of Operational Cooperation at the External Borders of the Member States www.frontex.europa.eu Plac Europejski 6, 00-844 Warsaw, Pol, Tel. +48 22 205 95 00
— Tau m-oco INTERNAL USE ONLY TAN ElntcH Frontex Media Monitoring DES 2014.12.01 2.0 Author: Text Removed - Justification 1 Text Removed - Justification 1 (ON T-1e9 Client: Text Removed - Justification 1 Document Number: Revision History Erom To version Description of change Change made version b 2014.10.08 - 0.1 Document created ‚Text Removed - Justification 1 2014.10.20 ° 0.1 1.0 Document revised by FSC and ICT 2014.11.27° 1.0 2.0 Document revised by JRC Referenced Documents Approvals This document requires the following approvals. A signed copy should be placed in the project files. Signature Date of Issue | Version Distribution This document has been distributed to: j _ Name anıdle Date of Issue Version FMM SLA Version: 2.0 Nasa Rn R- AA
INTERNAL USE ONLY
Document Title: Annex I - Frontex Media Monitor Service Level Agreement (SLA)
Scope: This Service Level Agreement (SLA) refers to the Contract No.: JRC/xx/2014. It is an
agreement between the service customer, Frontex, and the service provider, Joint
Research Centre (JRC).
It describes the expected availability, support, upgrade, incident resolution, service
request fulfilment, maintenance services related to FMM to be performed by the JRC
throughout the period of 12 months from this SLA signature by its last party.
It also defines the roles of Frontex and JRC.
The FMM services shall be provided only to users authorised by the business owner.
Service Description: The Frontex Media Monitor (FMM) is aweb monitoring tool that retrieves media articles
based on pre-customized categories and alerts. FMM service allows the user to:
° Retrieve open sources information from world press 24 hours/day peforming
checks every 10 min;
. Cluster automatically articles into customised keyword-based news
categories;
° Detect and track top stories trhough time in several languages;
° Provide and automatically display additional information such as associated
entities, quotes and other metadata of the articles;Subscribe to news
categories to receive customised and regular news report directly into his
mailbox.
External Dependencies: ılz!
Derivation: Europe Media Monitor
Service Level The FMM is expected to be working continuously on a 24 hour basis and properly
Expectations: maintained according to the specifications laid out in the currently concluded Contract
with the JRC.
Customised news categories are updated and provide hits according to the
alerts set;
oe Top Stories modules are updated and provide hits according to the alerts set;
oe _FMM updates will be scheduled and performed in parallel to the EMM updates
as agreed in the concluded Contract;
oe Deliverables items will be provided as agreed in the concluded Contract, or as
proposed by the JRC as part of its continuous research to enhance the features
of the Europe Media Monitor;
e End user assistance is provided to build categories, update links and remove
broken links in the FMM.
Responsibilities: Frontex’responsibilities:
e _Retain ownership of the system data contained in FMM.
e Host FMM system in Frontex infrastructure.
® Regularly backup.
e Monitor server performance and application status.
e _Communicate issues to JRC in a timely fashion through the JIRA database.
e Update of the operating system and other tools outside JRC’s responsibilities.
e Support JRC problem resolution where environmental factors outside JRC’s
control (operating system, network etc) may be involved.
e _Maintain and develop FMM built alerts, filters and active sources;
e Maintain a disaster recovery and business continuity plan in collaboration with
JRC.
e _Perform tests according to the disaster recovery and business continuity plan
and ensure corrective actions.
3/
FMM SLA
Version: 2.0
nN-ı-.nın__._ıL.- ana
INTERNAL USE ONLY • Pay for services according to the contract JRC/xx/2014 JRC's responsibilities: • Provide support services according to the resolution time agreed in this SLA. • Track incidents and service requests in a JIRA database accessible to the service customer. • Perform deployments of new application releases. • Support Frontex in the definition and maintenance of a disaster recovery and business continuity plan. • Provide support when Frontex performs tests according to the disaster recovery and business continuity plan and ensure corrective actions. • Train Frontex staff on the EMM system including system architecture, management, and monitoring in order to allow Frontex' to provide basic II line support. • Provide access to available documentation on the EMM system. • Periodically monitor application status. • Bill Frontex according to the terms and conditions in the contract JRC/xx/2014 Service Hours: Points of Contact: FMM service is accessible 24/7. Service support is provided during Service Hours: regular JRC working days (Service days), Monday through Friday from 09:00 to 17:00 (CET). JRC will provide online support according to the objective set in this SLA. Business aspects: ner usiness B Ow : Text Removed - Justification 1 - Service Customer: Text Removed - Justi ficati on 1 Text Removed - Justi ficati on 1 - Technical aspects: Frontex: Technical issue contact (IT problem solving, installation and system performance):Text Removed - Justification 1, Text Removed - Justification 1 JRC: Open Sources team (OPTIMA), Text Removed - Justification 1 Problem reporting: Send an email to Text Removed - Justification 1 Open a ticket in JRC ticketing service: https://support.emm4u.eu/jira/login.jsp Service Availability: 96.00% excluding agreed service interruptions. The availability is measured in percentage of good functioning time in comparison with the total elapsed time in the reporting period. A service is considered to be unavailable, or down, when multiple users are unable to access the service. Resolution Time (RT): A resolution time refers to how long it takes from the time an issue is logged until it is fully resolved. The typical resolution time for FMM is expected to be 1 business day. Mean Time Between Failures (MTBF): Supported Service Requests: Frontex and the JRC will collaborate on measurements of system availability including MTBF during the period covered by this SLA. 1. Support in building alerts and filters, updating sources and removing broken links in the FMM. To request: send email to text remov�d , .1ust1 . ·t·1cat·10n 1 . . Expected fulfrlment time: typically 8 service l'lours FMMSLA Version: 2.0 4/
INTERNAL USE ONLY Sit EStpt lea En The following are considered as Key Performance Indicators for FMM service covered by the agreement: [1.] Percentage of requests handled within agreed timeframes related to the FMM service. [2.] Percentage of violation of the RT superior to 5% related to the FMM service. SLA Duration: This Service Level Agreement enters into force the same day as the Contract JRC/xx/2014. Its duration is one year. SLA Review: The SLA must be reviewed every four months. The SLA Review Process will be a proportionate review of the service delivery against this SLA. It will be conducted on the basis of JRC’s internal assurance information and processes, and the user experience of FSC FMM Project Manager and the Media Monitoring Support Officer, through daily use, testing and supervision of the tools’ performance. 7. FMMSLA 3 Version: 2.0 Data» NA Naramhar ?N14
FRONTEX Annex Il NEWSDESK SLA details Version 2.0 European Agency for the Management of Operational Cooperation at the External Borders of the Member States a6shn Errannan Iinian Warsaw, 04-12-2014 Proj. No INTERNAL USE ONLY www.frontex.europa.eu Plac Europejski 6, 00-844 Warsaw, Pole Tel. +48 22 205 95 00 En. „an an anenena
INTERNAL USE ONLY Project Name: Newsdesk Date: 2014.10.20 Release: Draft 1.0 _ Author: RE Text Removed - Justification 1 / Text Removed - Justification 1 Owner: N AR Be. Text Removed - Justification 1 (itjaie = _— Text Removed - Justification 1 Document Number: Revision History From IKRTEIkehn Description of change Change made Rath, by 2014.10.08 - 0.1 Document created TerhFenaged -Insilfieifer 2014.10.20 0.1 1.0 Document revised by FSC and ICT 2014.11.27° 1.0 2.0 Document revised by JRC Referenced Documents Approvals This document requires the following approvals. A signed copy should be placed in the project files. Name Signature ande) Date of Issue ll) Distribution This document has been distributed to: Name 1 Date.ofilssue Version 17 Newsdesk SLA 4 Text Removed - Version: 2.0 Inatifinatinn 4 Data NA Naramhar IN1A
INTERNAL USE ONLY
Document Title: Annex Il - Newsdesk Service Level Agreement (SLA)
Scope: This Service Level Agreement (SLA) refers to the Contract No.: JRC/xx/2014. It is an
agreement between the service customer, Frontex, and the service provider, Joint
Research Centre (JRC).
It describes the expected availability, support, upgrade, incident resolution, service
request fulfilment, maintenance services related to Newsdeskto be performed by the
JRC throughout the period of 12 months from this SLA signature by its last party.
It also defines the roles of Frontex and JRC.
The Newsdesk services shall be provided only to users authorised by the business
owner.
Service Description: Newsdesk is a tool interconnected to FMM that provides the user with the following
functionalities:
® Edit and publish newsletters(Workspace panel);
a Edit and manage customised news categories and alerts (Category editor
panel).
External Dependencies: IE!
Derivation: Europe Media Monitor
Service Level The Newsdesk is expected to be working continuously on a 24 hour basis and properly
Expectations: maintained according to the specifications laid out in the currently concluded Contract
with the JRC.
e Newsletter publishing via the Newsdesk as well as in the main page of the
Frontex Media Monitor is performed without problems or delays during the
mornings of working days;
e _ Distribution lists in the Newsdesk work properly and the newsletter is received
by all subscribers (except when the product isn’t delivered due to problems or
definitions of the subscribers’ account);
e Category editor is functioning properly and allows end-users (FSC) to edit pre-
established alerts.;
Newsdesk updates will be scheduled and performed in parallel to the EMM
updates as agreed in the concluded Contract;
oe Deliverables items will be provided as agreed in the concluded Contract, or as
proposed by the JRC as part of its continuous research to enhance the features
of the Europe Media Monitor;
e End user assistance to edit newsletter via the Newsdesk and solve problems
occurring as a result of the system’s malfunctioning.
» ae,
RL alalitatRR Frontex’responsibilities:
e _Retain ownership of the system data contained in FMM.
oe Host Newsdesk system in Frontex infrastructure.
oe Regularly backup.
e Monitor server performance and application status.
e _Communicate issues to JRC in a timely fashion through the JIRA database.
oe Update of the operating system and other tools outside JRC’s responsibilities.
e Support JRC problem resolution where environmental factors outside JRC’s
control (operating system, network etc) may be involved.
e _Maintain and develop FMM built alerts, filters and active sources;
e Maintain a disaster recovery and business continuity plan.
e _Perform tests according to the disaster recovery and business continuity plan
and ensure corrective actions.
— 3/
Newsdesk SLA
Version: 2.0
Date: 04 December 2014
INTERNAL USE ONLY • Pay for services according to the contract JRC/xx/2014 JRC's responsibilities: • • • • • • • • • Service Hours: Points of Contact: Provide support services according to the resolution time agreed in this SLA. Track incidents and service requests in a JIRA database accessible to the service customer. Perform deployments of new application releases. Support Frontex in the definition and maintenance of a disaster recovery and business continuity plan. Provide support when Frontex performs tests according to the disaster recovery and business continuity plan and ensure corrective actions. Train Frontex staff on the EMM system including system architecture, management, and monitoring in order to allow Frontex' to provide basic II line support. Provide access to available documentation on the EMM system. Periodically monitor application status. Bill Frontex according to the terms and conditions in the contract JRC/xx/2014 FMM service is accessible 2417. Service support is provided during Service Hours: regular JRC working days (Service days), Monday through Friday from 9:00 to 17:00 (CET). JRC will provide online support according to the objective set in this SLA. Business aspects: Business Owner: Text Removed - Justification 1- Service Customer: Text Removed - Justification 1 - Text Removed - Justification 1 - Text Removed - Justification 1 Technical aspects: Frontex: Technical issue contact (IT problem solving, installation and system performance): Text Removed - Justification 1 JRC: Open Sources team (OPTIMA), Text Removed - Justification 1 Problem reporting: Send an email to Text Remov ed - Justification 1 Open a ticket in JRC ticketing service: https://support.emm4u.eu/jira/login.jsp Service Availability: 96.00% % excluding agreed service interruptions. The availability is measured in percentage of good functioning time in comparison with the total elapsed time in the reporting period. A service is considered to be unavailable, or down, when multiple users are unable to access the service. Resolution Time (RT): A resolution time refers to how long it takes from the time an issue is logged until it is fully resolved. The typical resolution time for FMM is expected to be 1 business day. Mean Time Between Failures (MTBF): Supported Service Requests: Newsdesk SL.A Version: 2.0 Date: 04 December 2014 Frontex and the JRC will collaborate on measurements of system availability including MTBF during the period covered by this SLA. 1. Support in building alerts and filters, updating sources and removing broken links in the FMM. To request: send email Text removed justification 1 Expected fulfilment time: typically 8 service hours 4/
INTERNAL USE ONLY STILE GIER The following are considered as Key Performance Indicators for FMM service covered by the agreement: [1.] Percentage of requests handled within agreed timeframes related to the Newsdesk service. [2.] Percentage of violation of the RT superior to 5% related to the Newsdesk service. SLA Duration: This Service Level Agreement enters into force the same day as the contract JRC/xx/2014 Its duration is one year. SLA Review: The SLA must be reviewed every four months. The SLA Review Process will be a proportionate review of the service delivery against this SLA. It will be conducted on the basis of JRC’s internal assurance information and processes, and the user experience of FSC FMM Project Manager and the Media Monitoring Support Officer, through daily use, testing and supervision of the tools’ performance. I Newsdesk SLA 5 Version: 2.0 Date: 04 December 2014
