ERIS Service Level Agreement (SLA)

Recent Service Alerts

Service Agreement

ERIS provides standard business-hours support (9AM to 5PM, Monday - Friday) for all supplied systems. Additional off-hours support will be provided on a best-effort basis. 

Service-specific SLA information can be found in the corresponding links below.

Scheduled Downtime Window

ERIS will complete all non-critical changes such as patching, firmware updates, etc. on the last Saturday of every month from 7AM to 7PM.

To ensure premium supportability, security and performance, ERIS strives to keep all systems up to their most current and/or stable revisions. To minimize disruption, ERIS will complete all non-critical changes such as patching, firmware updates, etc. on the last Saturday of every month from 7AM to 7PM. 

Please consult the table below for service-specific maintenance plans and to receive notices regarding any services that you use.  

Please review the 2020 ERIS System Maintenance Schedule. There have been a few adjustments for holidays and to avoid conflict with the Monthly Information Systems Maintenance (ISM) window.

Monthly Information Systems Maintenance (ISM) is scheduled separately from ERIS System Maintenance and is performed by the IS Operations teams. This routine maintenance reduces the risk of unscheduled outages on our computer network and to the Internet. The ISM window is typically scheduled for the early hours of the third Monday of each month. See the 2020 Information Systems Maintenance (ISM) Schedule.

Visit the System Status Alerts page to view the current maintenance schedule.

Service Related Email Notifications

ERIS communicates scheduled and unexpected downtimes, changes to existing services or policy through the email lists.

Depending on the service, you might be automatically enrolled into mandatory mailing lists.  Please consult the list below and subscribe to receive notices regarding any services that you use.  

Service Alert Emails are color-coded to represent the message content.  Read more about ERIS service alerts.

If you do not see a service or are unsure which lists you should be subscribed to, please Contact ERIS

Service Join * Leave Update Email View Archive SLA
Computational Resources: ERISOne Linux Cluster Subscribe Unsubscribe Edit Profile Archive  
Computational Resources: Windows Analysis Server Mandatory     Archive  
Computational Resources: Storage Subscribe Unsubscribe Edit Profile Archive  
Database: Apache Hadoop Subscribe Unsubscribe Edit Profile Archive  
Database: FileMaker Server Advanced Subscribe Unsubscribe Edit Profile Archive  
Database: Microsoft SQL Server Subscribe Unsubscribe Edit Profile Archive  
Database: MySQL Subscribe Unsubscribe Edit Profile Archive SLA
Database: Oracle Subscribe Unsubscribe Edit Profile Archive  
Database: PostgreSQL  Subscribe Unsubscribe Edit Profile Archive  
The Discovery Informatics Platform for Research (DIPR) Subscribe Unsubscribe Edit Profile Archive SLA
Freezerworks Mandatory        
GitLab Mandatory        
LimeSurvey - Support Ended Oct 3, 2018 Mandatory     Archive  
Massive Array of Disks (MAD) data storage Subscribe Unsubscribe Edit Profile Archive  
Partners Enterprise Apple Support (PEAS) Mandatory     Archive  
Research Electronic Data Capture (REDCap) Mandatory     Archive  
Research Interactive Storage (RFA) Subscribe     Archive  
SAS Subscribe Unsubscribe Edit Profile Archive  
Secure Shell (SSH) Gateway Mandatory     Archive  
StudyTRAX Mandatory     Archive  
Website Hosting Services (e.g. Wordpress) Subscribe Unsubscribe   Archive  

* Please note, when described as Mandatory, you are automatically subscribed to receive alerts when actively using this service. You do not need to request to be added to the list.

eNewsletters & Forums

Subscribe to optional email lists regarding new projects, pilots, feature updates, FAQs and training information.

Through the following optional email lists, ERIS communicates feature updates, FAQs, training information and tips.  

Topic/service Join Leave Update Email View Archive or Forum Discussion Group
Amazon Web Services Discussion List Subscribe Unsubscribe Edit Profile Archive Email
Enterprise Research IS Newsletter Subscribe Unsubscribe Edit Profile    
Electronic Laboratory Notebooks (ELN) Discussion List Subscribe Unsubscribe Edit Profile Archive Email
Computational Resources (HPC) News Subscribe Unsubscribe Edit Profile Archive  
List Manager Super User Administrator Discussion List Subscribe Unsubscribe Edit Profile Archive  
MATLAB News Subscribe Unsubscribe Edit Profile Archive  
Python User Group Subscribe Unsubscribe   Archive Email
R User Group Subscribe Unsubscribe Edit Profile Archive Email
Research Electronic Data Capture (REDCap) News Subscribe Unsubscribe Edit Profile Archive  
Research Technical Lunch Invite List Subscribe Unsubscribe Edit Profile Presentations  
Stata News Subscribe Unsubscribe Edit Profile Archive