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Defines services, performance metrics approach, and responsibilities for maintaining EEA-managed websites, including system monitoring via EEA WebScore, proactive DevOps tasks (updates, security patching within 48 hours, CI/CD maintenance), incident management, first- and second-level support boundaries, and documentation updates. 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Ares(2025)1419327-21/02/2025  \nModel Service Level Agreement (SLA) for proactive maintenance and support for the Framework service contract EEA/DTL/25/012  \nBetween  \nEuropean Environment Agency  \nAnd  \n[Contractor Name]  \n1. Objective  \nThis SLA defines the services, performance metrics, and responsibilities for predictable maintenance tasks and support services for the websites managed by EEA. It ensures clarity, accountability, and consistency under fixed-price contracts.  \n2. Scope of services and baseline metrics  \nThe scope of services and baseline metrics will be adapted according to the services/platforms this SLA will be applied for. In general, all web applications and services which are in scope of this FWC can be supplemented by an SLA based contract. SLA applicability will be regulated in the specific contracts.  \n2.1 Scope of services  \nThe contractor shall provide the following maintenance and support services:  \n2.1.1 System monitoring  \n• Fully connect each application to the EEA WebScore (EEA’s web quality metrics tool) and make sure all metrics are gathered properly. This includes connecting applications to specific monitoring services such as: SonarQube, Sentry, Graylog, Checkmk, Status page (Cachet) and similar.  \n• Providing support for backup and restoration operations as necessary.  \n• Monitor system responsiveness and uptime.  \n• Take appropriate measures when necessary to restore system to agreed levels.  \n2.1.2 Proactive system maintenance  \nThe overall objective is to keep all systems in scope up to date and secure via the following DevOps tasks:  \n• Minor software updates. Keeping software up to date with recent libraries and update dependencies to latest versions. Libraries and dependencies should in principle always be upgraded to the latest available version at least once per quarter  \n• Software must be kept up to date to be able to protect against discovered vulnerabilities. Actively monitor security bulletins board for the software and its dependencies in use and apply any critical security patches (i.e. where exploits exist) within 48 hours  \n• Executing and monitoring manual procedures/scripts in relevant cases  \n• Keep the quality of services and applications at the agreed levels via EEA WebScore (uptime, accessibility, SEO etc) .  \n• Pro-active monitoring of breaking changes and lifecycle changes in dependent EEA or third-party software (e.g. APIs, libraries, frameworks) and adaptation of the application if necessary.  \n• Database or other data storage optimization when necessary due to discovered performance issues.  \n• Setup and proactively maintain CI/CD pipelines in EEA Jenkins or similar tools to make sure applications are automatically deployed in staging environments and software properly released when all integration tests are passed. Release management is done following:  \no Gitflow workflow (or other methods as defined by EEA)  \no  Semantic Versioning standard for encoding releases of docker images and software packages.  \no Docker-compose or Kubernetes helmcharts updates and maintenance  \n2.1.2 Incident management and troubleshooting  \n• Diagnosing and resolving technical issues that do not require major development, including root cause analysis and incident reporting.  \n2.1.3 First-level support  \n• Purpose: Address user inquiries and resolve straightforward issues.  \n• Key Tasks:  \no Respond to user queries about system functionality and usage.  \no Confirm the issue reported by the user, and gather more information if needed, such as links, screenshots, or browser version.  \no Provide guidance on navigating systems and resolving common system usage issues.  \no Record and classify incidents or service requests in the ticketing system.  \no Escalate unresolved or complex issues to second-level support with detailed notes and context.  \no Maintain and update a knowledge base for recurring issues e.g. via short videos (recorded screencast) and FAQs.  \n• Out-of-scope:  \no Web","cbCaitUJexpOAWzo","https://ap.wps.com/l/cbCaitUJexpOAWzo","pdf",381064,"English","# 1. Objective\n# 2. Scope of services and baseline metrics\n## 2.1 Scope of services\n## 2.2 Baseline metrics\n# 2.1.1 System monitoring\n# 2.1.2 Proactive system maintenance\n# 2.1.2 Incident management and troubleshooting\n# 2.1.3 First-level support\n# 2.1.4 Second-level support\n# 2.1.5 Documentation updates","[{\"question\":\"What is the objective of this Model Service Level Agreement (SLA)?\",\"answer\":\"It defines services, performance metrics, and responsibilities for predictable maintenance and support tasks for EEA websites, ensuring clarity, accountability, and consistency under fixed-price contracts.\"},{\"question\":\"Which proactive maintenance activities are included?\",\"answer\":\"It covers keeping systems up to date, monitoring security bulletins and applying critical patches within 48 hours, executing relevant scripts/procedures, monitoring lifecycle changes, optimizing storage when needed, and maintaining CI/CD pipelines in EEA Jenkins or similar tools.\"},{\"question\":\"What is the difference between first-level and second-level support, and what is excluded from first-level support?\",\"answer\":\"First-level support addresses user inquiries and straightforward issues, while second-level support handles escalated technical issues requiring advanced troubleshooting and bug fixes. First-level support excludes web content management in WCMS, issues related to non-integral third-party tools, and data management operations such as cleaning or uploading data.\"}]","Model Service Level Agreement - Annex 5 - Version 1 | PDF",1789231070]