Service Agreement

Terms of Use | Privacy | Security | Service Agreement | Accessibility

CHEFS Service Agreement (DRAFT)

Our responsibilities

For your responsibilities read the CHEFS Terms of Use

CHEFS Overview

• Software as a Service (SaaS) system operated by the Office of the Chief Information Officer (OCIO)
• Private Cloud-hosted system using Openshift Container Platform (OCP). OCP hosts on their services an instance of CHEFS at Submit.digital.gov.bc.ca
• Able to support the need for medium integrity, and medium availability services
• Urgent and emergency use cases requiring higher levels of integrity or availability may be considered on a case by case basis, with best efforts

You’re a CHEFS client if you’re

• An employee or contractor of the BC Government using submit.digital.gov.bc.ca
• Staff who use CHEFS’s interface or API
• Services on CHEFS that are created by these staff

This agreement covers OCIO responsibilities for the CHEFS system

exceptions:

• Devices such as computers or mobile phones
• Other services or infrastructure, such as internet or email service providers
• Services that form submitters need to submit forms, such as mobile phone carriers, internet or email service providers

OCIO CHEFS team will provide, operate and support

• Patching security vulnerabilities in a timely manner, based on our determination of the level of threat
• Priority bug fixes for all CHEFS Capabilities that are not listed as experimental
• Restoration of the system to operation if there’s unplanned downtime
  • Downtime is an interruption in which you experience a reduction in the existing quality of service or an event that will impact the existing service
  • The CHEFS service is setup for High Availability, notwithstanding; unplanned downtime will trigger automated alarms to the CHEFS Team
• Support your use of CHEFS, including requests submitted through our MS Teams channel or via email:

(a) Non-urgent requests: We are working towards having shorter response times, usually in 1-2 business days, Monday to Friday between 9am-5pm Pacific Time
(b) Urgent requests: We do not yet have funding for 24/7 support. Response time is best efforts. Please include the phrase “this is urgent” in all caps in the request, and if we happen to be up for a midnight snack and happen to see the "URGENT REQUEST", we might go back to sleep pretending like we didn't see it, but likely someone will see it and start making a plan for the morning when the staff get back online

Maintain timely operations

• Ensure Submit.digital.gov.bc.ca is available for use, We aim for an uptime of 99.95%
• Excluding any downtime experienced by
  • Openshift Container Platform
  • Keycloak Login Services
  • External APIs (Email Services, Document Generation Services, Address Lookups, and Business Name Search)
• Utilize zero downtime deployments so that we can enhance and patch the product without service interruptions

View the history of Uptime for various services:

CHEFS Uptime Statistics Dashboard
OCP Silver Cluster Uptime
Keycloak Login service on Gold Cluster