The platform service levels (PSL) outline the hosting and delivery measures and requirements for the delivery and use of Sitepass. Sitepass platform services levels accompanies the service agreement and the support policy.
The PSL defined remains valid until superseded by a revised PSL.
The purpose and goal of this PSL is to ensure that the proper elements and commitments are in place to provide consistent delivery and availability of Sitepass to our clients and users.
The objectives of the PSL are to:
The PSL is valid from the effective Date outlined herein and is valid until further notice. This will be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current PSL will remain in effect.
Contents of this PSL may be amended as required, and 30 days prior communication will occur to all affected parties.
The hosted production environment will be available online 24/7, 365 days a year with a targeted 99.9% uptime for the delivery of the acceptable service level as calculated during a quarterly period (excluding planned maintenance). For further information refer to the business continuity plan.
An external third-party tool will measure the baseline percentage. The uptime percentage is derived by automated checks on the system at 1-minute intervals over the calculated period. Should a confirmed Incident (e.g. reduced functional responsiveness) not be recorded by the automated tool, the percentage will be adjusted to include the incident as unavailable from the notification to resolution period.
The calculation of availability will not include:
All user interactions within the platform are to be responsive and deemed reasonable for the task at hand. A third-party tool is used to monitor responsiveness which align to the following Apdex thresholds:
| Apdex Threshold | Login | Simple Transactions | Complex Transitions | Report/ Search Generation |
|---|---|---|---|---|
| Satisfied | <= 2 sec | <= 2 sec | <= 4 sec | <= 6 sec |
| Tolerating | > 2 sec | > 2 sec | > 4 sec | > 6 sec |
| Frustrated | > (4xT) | > (4xT) | > (4xT) | > (4xT) |
The beta hosted platform will be available online 24/7, 365 days a year with a targeted 99% uptime for the delivery of the acceptable service level as calculated during a quarterly period (excluding planned maintenance). For further information refer to the business continuity plan.
An external third-party tool will measure the baseline percentage. The uptime percentage is derived by automated checks on the system at 1-minute intervals over the calculated period. Should a confirmed Incident (e.g. reduced functional responsiveness) not be recorded by the automated tool, the percentage will be adjusted to include the Incident as unavailable from the notification to resolution period.
The calculation of availability will not include:
All user interactions within the platform are to be responsive and deemed reasonable for the task at hand. A third-party tool is used to monitor responsiveness which align to the following Apdex thresholds:
| Apdex Threshold | Login | Simple Transactions | Complex Transitions | Report/ Search Generation |
|---|---|---|---|---|
| Satisfied | <= 3 sec | <= 3 sec | <= 5 sec | <= 7 sec |
| Tolerating | > 3 sec | > 3 sec | > 5 sec | > 7 sec |
| Frustrated | > (5xT) | > (5xT) | > (5xT) | > (5xT) |
A scheduled maintenance and release window occurs every Friday between 2-5PM Australian central time. During this period short periods of downtime may be experienced.
To access Sitepass a computer or mobile device with an active internet connection and one of the following supported internet browsers installed:
The minimum browser settings include the following:
The additional software is required to be installed:
The Sitepass platform is developed with responsive design and is compatible with mobile devices using an internet browser (as referenced above). Suitability and support of specific devices are subject to client and user’s individual assessment. The Sitepass ID mobile applications are supported on the following operating systems IOS 9+ and Android 9+.
The usability of the platform through any desktop, software or user virtualisation system is subject to the configuration and the support of the user’s internal IT resources.
API implementations impose 1 request per second limits to prevent demand load during peak times.
From time to time Sitepass will update the available APIs. The client is required to implement and use the most up to date version of each API and to make any changes to their services and implementations as required. Updates to API follow our release management process and release classifications as outlined below.
For third-party or client-provided content, the client is responsible to troubleshoot errors related to delivery.
When enabling the Sitepass visitor management system, the following software and hardware is supported:
At times Sitepass will introduce changes to the services and platform. These include system maintenance and changes to hosting infrastructure, and/or bug fixes and releases related to problem management. All maintenance scheduled will be recorded and notified via the Sitepass status page – https://status.mysitepass.com/
Infrastructure changes are necessary for the ongoing uptime and security of the platform. These changes are deployed to consider infrastructure software updates and patching. Sitepass will monitor the platform for performance at times infrastructure changes are introduced to ensure optimal load balancing and security of the shared service. These upgrades are subject to the release classification and prior notification periods as outlined in the section change management and product releases. Where an upgrade will not affect the user experience (such as server capacity upgrades) Sitepass will make the change unannounced to manage optimal performance.
Scheduled application upgrades (product releases) include new system functionality or changes to existing functions designed to improve the user experience. All new features and functions are scheduled as agreed by the release management plan. Application upgrades are classified in the below release classifications, and prior notification provided through the release notes page – http://releases.mysitepass.com.
We continuously introduce improvements to our products, services and platform in order to meet the business requirements and maintain infrastructure stability and security.
Important for end users and clients, the release classifications outline response and resolution times for each release type. This ensures that Sitepass introduces changes, in line with adequate notification for any introduced changes to the platform.
| Release type | Impact | Outage window | Prior notification period | Version number format | Prior notification source |
|---|---|---|---|---|---|
| New System or Product | Introduction of new system or product | 0-8 hours | 14 days prior | 1 | Release Notes Status page |
| Major Release | Major changes to user experience and new functionality to existing application. | 0-6 hours | 7 days prior | 1.1 | Release Notes Status page |
| Minor Release | Minor changes to user experience and functionality for existing systems/platform | 0-4 hours | 1 day prior | 1.0.1 | Release Notes Status page |
| Hot fix Release | No change to user experience, comprises only bug fixes or customization requests | 0-2 hours | None | 1.0.0.1 | Release Notes Status page |
| Emergency Release | Restoration of service or result of an Incident | As required | As required | 1.0.0.0.1 | Status page |
Sitepass uses the following tools to assist with monitoring application and infrastructure performance and availability inline with the above service levels.
| System | Monitoring | Website |
|---|---|---|
| New Relic | Insights into application, database, server performance and system availability. | https://newrelic.com |
| Pingdom | Monitor availability and uptime of the infrastructure and platform. | https://www.pingdom.com |
| Nagios | Seamlessly measures, traces and logs with aggregated metrics on the operating system, database, logs and bandwidth. | https://www.nagios.com |
| Status page | A public status page available to end users to receive updated on platform availability, downtime and maintenance. | https://www.statuspage.io |
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