Policies and Agreements - ​​​​​​Service Level Agreement (SLA)

Page / - last modified by superadmin on Tue, 07/15/2025, 8:39 AM

​​​​​​Service Level Agreement (SLA)

last modified by superadmin

on Tue, 07/15/2025, 8:39 AM

Table of Contents

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 10.1) 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.