Service Level Agreement
| Description of the service | Service Level |
|---|---|
| Revocation service. This includes the acceptance of the revocation/blocking by the A-Trust revocation service, the recording of the data and inclusion in the revocation list. | SL 1 |
| Directory service. The maintenance of a directory service in which the CA certificates, revocation lists and, if requested by the customer, the user certificates are located. | SL 1 |
| API for a.sign Seal qualified and a.sign Seal qualified PSD2 | SL 1 |
| A-Trust QES* use | SL 1 |
| RKSV | SL 2 |
| Registration. Verification and recording of the signatory's identity and subsequent issuance of a certificate and, if necessary, application to the signatory card. | SL 2 |
| Support for zRO. A-Trust provides support for persons with zRO training for questions regarding registration issues. | SL 2 |
| PUK-Service, DirChange, DataChange. Services that enable the signatory to maintain his master data or request a PUK envelope. | SL 2 |
|
Test products/systems, training system
|
No service level |
*A-Trust QES includes ID Austria, Handy-Signatur, xIDENTITY, EU-Identity.
| SL 1 | SL2 | |
|---|---|---|
| Guaranteed availability [%] | 99,6 | 97,5 |
| Monitored operating time [hours x days/week] | 24x7 | 8x51 |
| max. unavailable [hours/year] | 35,04 | 52,00 |
|
Fault clearance time after failure of the directory service (maximum continuous downtime); Fault clearance time after reporting the failure of the revocation service (the service is then available again) |
3h | 5h |
1 8x5 Mo-Fr 9am to 5pm