Service Level Agreement

Description of the serviceService 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 premium mobile seal and a.sign Seal qualified PSD2SL 1
A-Trust QES* useSL 1
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

  • Training system
  • All services relating to the test systems
  • Test products running on the real system
No service level

*A-Trust QES includes ID Austria, Handy-Signatur, xIDENTITY, EU-Identity.

Guaranteed availability [%]99,697,5
Monitored operating time [hours x days/week]24x78x51
max. unavailable [hours/year]35,0452,00
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)

1 8x5 Mo-Fr 9am to 5pm