Github@Berkeley SLA

Description of Service

Github@Berkeley is Berkeley’s on-premise implementation of GitHub Enterprise, a privately managed version of the public GitHub repository service based on the git protocol and the GitHub service. Additional information can be found on the GitHub Info Site.

Service Owner

Github@Berkeley is operated by Engineering and Integration Services within the Campus Applications & Data department of berkeley IT (bIT).

Service Level

Github@Berkeley is operated by Engineering and Integration Services and is offered as a self-supported service. EIS will provide platform support to ensure the service is up and functioning.

Service Hours

The GitHub Support Team will provide platform support during normal business hours (M-F, 8 am - 5 pm PST excluding holidays) to ensure the service is functioning. To alert the GitHub Support Team of a service outage, submit a ticket to ServiceNow.

Initial Service Response Time

Service outage incidents have an initial support response of 60 minutes during normal business hours.

Service Availability

Service is available 24x7 with estimated 99% uptime.

Scheduled Maintenance

Weekly preventative maintenance is scheduled on Thursdays 6:30am to 7:30am Pacific Time. During this period the Github@Berkeley may be down.

Emergency Maintenance

In the event emergency downtime is necessary for security patching or other critical issues, an announcement will be posted on the IST System Status page with details and an estimate of when the service will be returned to operation.