Electronic Resources Statement
on Best Practices for Vendor Performance

Uptime:

Vendors will make reasonable efforts to ensure that their server(s) have sufficient capacity and rate of connectivity to provide Yale University and its Authorized Users with a quality of service comparable to current standards in the on-line information provision industry in the United States.

Vendors will make reasonable efforts to provide continuous service seven (7) days a week with an average of at least 98% up-time per month. The allowable down-time will include any periodic unavailability due to maintenance of the server(s), the installation or testing of software, the loading of additional licensed materials as they become available, and downtime related to the failure of equipment or services outside the control of the vendor, including but not limited to public or private telecommunications services or Internet nodes or facilities.

Appropriate advance notice will be supplied in the event of scheduled maintenance. Scheduled down-time will be performed at a time to minimize inconvenience to Yale University and its Authorized Users, determined after appropriate consultation. Appropriate notification in the event of unscheduled downtime is also expected. (e.g. Downtime extending past one hour should be announced within the hour of discovery.) Vendors will have in place appropriate backup and/or mirror sites for their production servers, and will automatically redirect traffic to alternate mirror sites in times of production outage at one site.

Currency:

© 2008 Yale University Library Electronic Collections Department Last modified: 09/29/01

 http://www.library.yale.edu/ecollections/performanceexpect.html