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Overview

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The PSL defined remains valid until superseded by a revised PSL.


Goals and objectives

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:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise and measurable description of service provision to the customer.
  • Match perceptions of expected service provision with actual service support & delivery.

Periodic review

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.


Production Hosted Environment - Availability

Availability

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.

Availability calculation

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.

Availability exclusions

The calculation of availability will not include:

  • use of the service by client in a manner not authorised in this agreement or the applicable documentation
  • general internet problems, force majeure events or other factors outside of Sitepass’s reasonable control
  • Customer’s equipment, software, network connections or other infrastructure
  • third party systems, acts or omissions (a list of third parties can be viewed in the security policy) or
  • Scheduled maintenance or reasonable emergency maintenance

Responsiveness

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)

Beta Hosted Platform - Availability

Availability

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.

Availability calculation

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.

Availability exclusions

The calculation of availability will not include:

  • use of the service by client in a manner not authorised in this agreement or the applicable documentation
  • general internet problems, force majeure events or other factors outside of Sitepass’s reasonable control
  • Customer’s equipment, software, network connections or other infrastructure
  • third party systems, acts or omissions (a list of third parties can be viewed in the security policy), or
  • Scheduled maintenance or reasonable emergency maintenance.

Responsiveness

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)

Scheduled maintenance and release window

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.


User software requirements

Internet browsers

To access Sitepass a computer or mobile device with an active internet connection and one of the following supported internet browsers installed:

  • Google Chrome – latest version
  • Mozilla Firefox – latest version
  • Safari – latest version
  • Microsoft Edge – latest version
  • Internet Explorer – latest version

Minimum browser settings

The minimum browser settings include the following:

  • JavaScript enabled
  • Cookies enabled
  • For Internet Explorer users, compatibility mode disabled
  • Browser pop-ups should be enabled to support the launching of SCORM content, and other pages within Sitepass.

Optional additional plugins

The additional software is required to be installed:

  • A compatible PDF viewer for the delivery of ID card, course certificates, resources and hosted files.
  • Adobe Flash may be required for viewing some courseware.

Mobile devices

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.

Virtual Environments

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 Integrations

API Limits

API implementations impose 1 request per second limits to prevent demand load during peak times.

API Upgrades

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.


Hosted scorm content

Scorm course compatibility

For third-party or client-provided content, the client is responsible to troubleshoot errors related to delivery.

  • Compatibility of provided SCORM content will be assessed against https://cloud.scorm.com as suitable without error.
  • For unresolved compatibility issues the matter can be escalated to Sitepass third-party SCORM partner at the Client’s cost.
  • Where the issue identified is attributed to a defect in the KiSitepass platform, Sitepass will cover the cost for any agreed initial investigation.
  • SCORM courses uploaded can be SCORM 1.2 or 2004

Releases and Maintenance

Planned outages/ Maintenance

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 – http://status.mysitepass.com.au

Infrastructure upgrades

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.

Application upgrades

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.

Release classification, versioning and prior notification

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

Monitoring

Monitoring tools

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