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 (EIS) within the Campus Applications & Data (CAD) department of Berkeley IT (bIT).

Service Level

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

Service Hours

The EIS 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 EIS of a service reduction or outage, send email to eis-support@berkeley.edu.

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

Scheduled maintenance is posted on the EIS website under "Releases". Github @Berkeley may be down briefly during these periods.

Emergency Maintenance

In the event emergency downtime is necessary for security patching or other critical issues, an announcement will be made to the GitHub @Berkeley bConnected list with details and an estimate of when the service will be returned to operation.