{"id":5642,"date":"2022-01-27T14:57:46","date_gmt":"2022-01-27T12:57:46","guid":{"rendered":"http:\/\/nordu.net\/?page_id=5642"},"modified":"2022-08-19T12:19:54","modified_gmt":"2022-08-19T10:19:54","slug":"terms-and-conditions","status":"publish","type":"page","link":"https:\/\/nordu.net\/terms-and-conditions\/","title":{"rendered":"Terms and conditions"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"5642\" class=\"elementor elementor-5642\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7d3e8fbd elementor-section-height-min-height elementor-section-items-top elementor-section-content-top elementor-section-boxed elementor-section-height-default\" data-id=\"7d3e8fbd\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;_id&quot;:&quot;cfc3edf&quot;,&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_widescreen&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_laptop&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_tablet_extra&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile_extra&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_widescreen&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_laptop&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_tablet_extra&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile_extra&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_widescreen&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_laptop&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_tablet_extra&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile_extra&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_widescreen&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_laptop&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_tablet_extra&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile_extra&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wider\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-9390194\" data-id=\"9390194\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7292a844 elementor-widget elementor-widget-theme-post-title elementor-page-title elementor-widget-heading\" data-id=\"7292a844\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-xl\">Terms and conditions<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c81acd elementor-widget elementor-widget-text-editor\" data-id=\"4c81acd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Below you can find the NORDUnet\u00a0master service agreement with general terms and condition for all NORDUnet services, plus addenda covering service levels, privacy, and support. A PDF os attached to each item with the full text of the terms and conditions.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-39e64703\" data-id=\"39e64703\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e8b7368 elementor-widget elementor-widget-image\" data-id=\"e8b7368\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"514\" src=\"https:\/\/nordu.net\/wp-content\/uploads\/2022\/01\/termsconditions-1024x658.jpg\" class=\"attachment-large size-large wp-image-5654\" alt=\"\" srcset=\"https:\/\/nordu.net\/wp-content\/uploads\/2022\/01\/termsconditions-1024x658.jpg 1024w, https:\/\/nordu.net\/wp-content\/uploads\/2022\/01\/termsconditions-300x193.jpg 300w, https:\/\/nordu.net\/wp-content\/uploads\/2022\/01\/termsconditions-768x493.jpg 768w, https:\/\/nordu.net\/wp-content\/uploads\/2022\/01\/termsconditions-1536x987.jpg 1536w, https:\/\/nordu.net\/wp-content\/uploads\/2022\/01\/termsconditions-2048x1316.jpg 2048w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-74020898 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"74020898\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;13c82c4&quot;,&quot;jet_parallax_layout_image_widescreen&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_laptop&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_tablet_extra&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile_extra&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_widescreen&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_laptop&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_tablet_extra&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile_extra&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_widescreen&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_laptop&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_tablet_extra&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile_extra&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_widescreen&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_laptop&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_tablet_extra&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile_extra&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6c1eeae3\" data-id=\"6c1eeae3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-226a0080 elementor-widget elementor-widget-toggle\" data-id=\"226a0080\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"toggle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5771\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-5771\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-angle-double-down\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-angle-double-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">NORDUnet's Master Service Agreement<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-5771\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-5771\"><div class=\"content\"><div class=\"field field-name-body field-type-text-with-summary field-label-hidden\"><div class=\"field-items\"><div class=\"field-item even\"><p>Attachment:\u00a0<img decoding=\"async\" class=\"file-icon\" title=\"application\/pdf\" src=\"https:\/\/nordu.net\/pdf21-2\/\" alt=\"PDF icon\" \/> <a href=\"https:\/\/nordu.net\/wp-content\/uploads\/2022\/03\/NORDUnet-Master-Service-Agreement-20220302.pdf\" type=\"application\/pdf; length=386922\">NORDUnet Master Service Agreement.pdf<\/a><\/p><p>NORDUnet&#8217;s Master Service Agreement outlines all general terms and conditions including fault reporting, service levels and availability commitments.<\/p><\/div><\/div><\/div><\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5772\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-5772\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-angle-double-down\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-angle-double-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Generic Service Level Commitment (SLC)<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-5772\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-5772\"><div><div><div><div><div><div><div><p>Attachment:\u00a0<img decoding=\"async\" style=\"color: var( --e-global-color-text ); letter-spacing: normal;\" title=\"application\/pdf\" src=\"https:\/\/nordu.net\/pdf21-2\/\" alt=\"PDF icon\" \/><span style=\"color: var( --e-global-color-text ); background-color: var( --e-global-color-primary ); letter-spacing: 0.2px;\">\u00a0<\/span><a style=\"letter-spacing: 0.2px;\" href=\"https:\/\/nordu.net\/generic-service-support-20190927\/\" type=\"application\/pdf; length=220750\">Generic Service Support.pdf<\/a><\/p><\/div><\/div><\/div><p><strong>Scope<\/strong><\/p><p>NORDUnet Network Services as listed below:<\/p><ul><li>IP Transit<\/li><li>IP Peering<\/li><li>Lambda and OTN<\/li><\/ul><p>NORDUnet operated Services as listed below:<\/p><ul><li>Adobe Connect<\/li><li>Zoom<\/li><li>Kaltura<\/li><li>Panopto<\/li><li>MediaSite<\/li><\/ul><p><strong>Service Availability<\/strong><br \/>NORDUnet will endeavour to meet the Service availability at the following levels:<br \/>Single Route or non-redundant Services 99.50%<br \/>Protected Route or redundant Services 99.99%<\/p><p><strong>Definition and Measurement:<\/strong><br \/>Service Availability is a measure of the relative amount of time during which a Service is available for Customer use during a calendar month. \u201eService Unavailability\u201c for a Service is defined as the periods for which a Service is experienced as unusable, and is measured from the time:<\/p><ul><li>An alarm is received in the NORDUnet monitoring system or<\/li><li>that the Customer reports unavailability of the Service to the NORDUnet NOC and NORDUnet opens a trouble ticket, until the time<\/li><li>that NORDUnet advises the Customer that the Service is restored and operating in accordance with agreed specifications.<br \/>Any periods of time which a trouble ticket is kept open following notification by the NORDUnet NOC that Service has been restored, is not included in measuring the duration of a period of Service Unavailability.<\/li><\/ul><p><strong>Service interruptions not counted as Service Unavailability:<\/strong><\/p><ul><li>Planned work announced to the Customer at least five calendar days in advance.<\/li><li>Any interruptions of a redundant link or service that are not affecting the service.<\/li><li>Planned or unplanned interruptions caused by customer.<\/li><li>Interruptions caused by incidents in Customer&#8217;s own network, equipment or services that the specific service depends on.<\/li><li>Interruptions caused by another NORDUnet service that the specific service depends on.<\/li><li>Force majeure or similar in accordance with the Agreement.\u00a0<\/li><\/ul><p>\u00a0 \u00a0<strong>Planned Maintenance:<\/strong><\/p><ul><li>Planned maintenance will be announced no later than that five calendar days in advance.<\/li><li>Emergency maintenance may be announced on a shorter notice.<\/li><\/ul><p><strong>Service Status and availability reports<\/strong><br \/>Service Status Overview &#8211;\u00a0<a href=\"http:\/\/stats.nordu.net\/service_status\/overview.html\">http:\/\/stats.nordu.net\/service_status\/overview.html<\/a>\u00a0<br \/>Service Status Summary &#8211;\u00a0<a href=\"http:\/\/stats.nordu.net\/service_status\/summary.html\">http:\/\/stats.nordu.net\/service_status\/summary.html<\/a>\u00a0<br \/>Service and availability Reports &#8211;\u00a0<a href=\"http:\/\/stats.nordu.net\/reports\/index.html\">http:\/\/stats.nordu.net\/reports\/index.html<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5773\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-5773\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-angle-double-down\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-angle-double-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Generic Service Privacy Policy<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-5773\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-5773\"><div>Attachment:\u00a0<img decoding=\"async\" style=\"color: var( --e-global-color-text ); letter-spacing: normal;\" title=\"application\/pdf\" src=\"https:\/\/nordu.net\/pdf21-2\/\" alt=\"PDF icon\" \/>\u00a0<a style=\"letter-spacing: 0.2px;\" href=\"https:\/\/nordu.net\/wp-content\/uploads\/2022\/03\/Generic-Service-privacy-policy-v3-final.pdf\" type=\"application\/pdf; length=77226\">Generic Service Privacy Policy.pdf<\/a><\/div><p><strong>Scope<\/strong><\/p><p>NORDUnet, operated Services as listed below:<\/p><ul><li>Adobe Connect<\/li><li>Zoom<\/li><li>Panopto<\/li><li>Kaltura<\/li><\/ul><p><strong>Service Provider<\/strong><\/p><p>NORDUnet A\/S<br \/>Kastruplundgade 22,1<br \/>DK-2770 Kastrup<\/p><p>Denmark<\/p><p>Contact Information<\/p><table border=\"1\" width=\"459\" cellspacing=\"0\" cellpadding=\"0\"><tbody><tr><td><p><strong>Name<\/strong><\/p><\/td><td><p><strong>Title<\/strong><\/p><\/td><td><p><strong>Email<\/strong><\/p><\/td><td><p><strong>Telephone<\/strong><\/p><\/td><\/tr><tr><td><p>NOC<\/p><\/td><td><p>Operations<\/p><\/td><td><p><a href=\"mailto:noc@nordu.net\">noc@nordu.net<\/a><\/p><\/td><td><p>+46 8 20 78 60<\/p><\/td><\/tr><tr><td><p>Jonny Lundin<\/p><\/td><td><p>Operations Manager<\/p><\/td><td><p><a href=\"mailto:jlundin@sunet.se\">jlundin@sunet.se<\/a><\/p><\/td><td><p>+46 76 007 0240<\/p><\/td><\/tr><tr><td><p>J\u00f8rgen Qvist<\/p><\/td><td><p>Chief Operating and Service Development Officer<\/p><\/td><td><p><a href=\"mailto:qvist@nordu.net\">qvist@nordu.net<\/a><\/p><\/td><td><p>+45 31 62 14 00<\/p><\/td><\/tr><tr><td><p>Valter Nordh\u00a0<\/p><\/td><td><p>Chief Executive Officer<\/p><\/td><td><p><a href=\"mailto:ceo@nordu.net\">ceo@nordu.net<\/a><\/p><\/td><td><p>+45 31 19 14 00<\/p><\/td><\/tr><\/tbody><\/table><p><strong>Gathering and Use of Personal Data<\/strong><\/p><p>Gathered information is used to enable the use of the Service environment and user authorization. Log file information is used to monitor server and network capacity as well as to solve technical and abuse issues.<\/p><p>Following information is retrieved from user\u2019s home organisation at login: name, email address, home organisation, and role at home organization (affiliation). Additionally, users may provide more detailed information for the service via their own profile space.<\/p><p>Personal data is retained in the system until user is de-provisioned by home organisation.<\/p><p><strong>Data protection and Security<\/strong><\/p><p>The required network traffic of the service is SSL-protected. The internal system register is protected by personal user accounts and authorization of the administrators.<\/p><p><strong>Transfer of Personal Data<\/strong><\/p><p>Personal information is not transferred to third parties.<\/p><p><strong>Checking Validity and Rectification of Personal Data<\/strong><\/p><p>User may inquire the contact persons of the service to check her\/his personal information stored in the system. Information provided by the home organisation should be validated and corrected via the home organisation. Regarding specific requires you can turn to the contact persons mentioned above.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5774\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-5774\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-angle-double-down\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-angle-double-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Generic Service Support<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-5774\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-5774\"><p>Attachment:\u00a0<img decoding=\"async\" class=\"file-icon\" style=\"color: var( --e-global-color-text ); letter-spacing: normal;\" title=\"application\/pdf\" src=\"https:\/\/nordu.net\/pdf21-2\/\" alt=\"PDF icon\" \/><span style=\"color: var( --e-global-color-text ); background-color: var( --e-global-color-primary ); letter-spacing: 0.2px;\">\u00a0<\/span><a style=\"letter-spacing: 0.2px;\" href=\"https:\/\/nordu.net\/generic-service-support-20181112x\/\">Generic Service Support.pdf<\/a><\/p><h4>Objective<\/h4><p>The objective of this procedure is to describe the actions and work-flows involved in Services Support and Incidents for the below NORDUnet operated services<\/p><ul><li>Adobe Connect<\/li><li>Zoom<\/li><li>Kaltura<\/li><li>Panopto<\/li><li>MediaSite<\/li><\/ul><h4>Target audience<\/h4><p>The target audience of this document include University IT helpdesks \/ SME&#8217;s, NREN NOC, NREN Media Group, and the NORDUnet Media Team and any other party involved in Services Support.<\/p><h4>Introduction<\/h4><p>The below is valid for all Services supplied by NORDUnet to all Nordic NREN\u2019s.<\/p><p>For the service delivery and support to scale there must be a layered support structure in place.<\/p><ol><li>Local organization IT helpdesk or similar<\/li><li>NREN NOC or similar for incident handling and SME and\/or product owners for support<\/li><li>NORDUnet<\/li><\/ol><p>Each level in the support structure has its own roles and responsibilities as described below.<\/p><p>All incidents can be reported 24\/7 to NORDUnet, and will be handled according to the Incident Classification.<\/p><h4>Incident Classification<\/h4><p>Tier 1 individually specify their requirements for how incidents are to be reported. Incidents escalated to NORDUnet Media\/Tier 3 must contain the information included in the description under \u201c5 Incident registration and verification\u201d.<\/p><table><thead><tr><th><h5>Incident Classification and actions<\/h5><\/th><th><h5>\u00a0<\/h5><h5 style=\"text-align: center;\">Definition\/Description<\/h5><\/th><th><h5>\u00a0<\/h5><h5 style=\"text-align: center;\">Responsible<\/h5><\/th><\/tr><\/thead><tbody><tr><td><strong>Critical\/P1<\/strong> Should be reported by phone \/ email as soon as possible to NREN\/Tier2<\/td><td>Incidents that cause loss of service or continuous instability of mission critical functionality and have no workaround.<\/td><td>Tier 1 to classify<\/td><\/tr><tr><td><strong>Major\/P2 <\/strong>Should be reported by email &#8211; will be attended to during business hours<\/td><td>Incidents that are impairing, but not causing loss of service or loss of mission critical functionality. Intermittent issues that affect mission critical functionality.<\/td><td>\u00a0<\/td><\/tr><tr><td><strong>Minor\/P3 <\/strong>Should be reported by email &#8211; will be attended to during business hours<\/td><td>Issues that are not impairing \/ interrupting the service or any mission critical functionality. Single users or groups could be affected.<\/td><td>\u00a0<\/td><\/tr><tr><td><strong>Informational\/P4<\/strong> Should be sent by email &#8211; will be read during business hours, no Trouble Ticket will be raised<\/td><td><p>Information requests.<\/p><p>Standard questions on configuration or functionality<\/p><p>Cosmetic defects, and feature requests<\/p><\/td><td>\u00a0<\/td><\/tr><\/tbody><\/table><p>Business hours shall mean 9-17 Monday to Friday excl. public holidays or as defined by the NREN<\/p><h4>Incident registration and verification<\/h4><table><tbody><tr><td><strong>Local organization IT helpdesk or similar\/Tier 1<\/strong><\/td><td><strong>Description<\/strong><\/td><\/tr><tr><td><strong>Information registration<\/strong><\/td><td><ul><li>Organization: (needed for reporting to NREN and NORDUnet)<\/li><li>Product: &lt;Kaltura, Zoom,,,,&gt;<\/li><li>Is the issue affecting the whole service, or a single user or group? (see incident classification)<ul><li>Username(s):<\/li><li>Device info:<\/li><li>OS and version:<\/li><li>When was the issue first seen? (needed for log debugging etc.)<\/li><li>Is the issue associated with functionality that has previously worked?<\/li><li>Issue description?<\/li><\/ul><\/li><\/ul><\/td><\/tr><tr><td><strong>Verification<\/strong><\/td><td><ul><li>Check open issues and planned maintenance activities<\/li><li>Can problem be reproduced on another device?<\/li><li>Can problem be reproduced using another username?<\/li><li>Is problem a known issue (check FAQ)<\/li><\/ul><\/td><\/tr><\/tbody><\/table><h4><a name=\"_Toc529785131\"><\/a>Support Tiers<\/h4><table><tbody><tr><th><strong>Support Tier<\/strong><\/th><td><strong>Description<\/strong><\/td><\/tr><tr><td><strong>Tier 1<\/strong><\/td><td><ul><li>Registration and verification<\/li><li>Incident classification<\/li><li>If issue is associated with a single user or group and cannot be reproduced on another device or username, the issue should initially be handled by the local organization ie. SME.<\/li><li>If unable able to resolve locally, incident to be reported to NREN.<\/li><\/ul><\/td><\/tr><tr><td><p><strong>Tier 2<\/strong><\/p><p>NREN NOC or similar.<\/p><\/td><td><ul><li>Check for alarms or other indication<\/li><li>System health check and verification<\/li><li>Correlation with other fault reports<\/li><li>Incidents to be reported to NORDUnet Media (incident levels P1-3)<\/li><li>Support issues to be reported to NREN Media group or product owners (incident level P4)<\/li><\/ul><\/td><\/tr><tr><td><p><strong>Tier 3<\/strong><\/p><p>NORDUnet.<\/p><\/td><td><ul><li>Resolve issue or escalate to provider for resolution.<\/li><\/ul><\/td><\/tr><\/tbody><\/table><h4><a name=\"_Toc529785132\"><\/a>Procedure and workflow<\/h4><p><img decoding=\"async\" class=\"aligncenter wp-image-8187 size-full\" src=\"https:\/\/nordu.net\/wp-content\/uploads\/2022\/03\/Screenshot-2022-03-29-at-11.32.14.png\" alt=\"\" width=\"1384\" height=\"1674\" srcset=\"https:\/\/nordu.net\/wp-content\/uploads\/2022\/03\/Screenshot-2022-03-29-at-11.32.14.png 1384w, https:\/\/nordu.net\/wp-content\/uploads\/2022\/03\/Screenshot-2022-03-29-at-11.32.14-248x300.png 248w, https:\/\/nordu.net\/wp-content\/uploads\/2022\/03\/Screenshot-2022-03-29-at-11.32.14-847x1024.png 847w, https:\/\/nordu.net\/wp-content\/uploads\/2022\/03\/Screenshot-2022-03-29-at-11.32.14-768x929.png 768w, https:\/\/nordu.net\/wp-content\/uploads\/2022\/03\/Screenshot-2022-03-29-at-11.32.14-1270x1536.png 1270w\" sizes=\"(max-width: 1384px) 100vw, 1384px\" \/><\/p><p><img decoding=\"async\" src=\"https:\/\/nordu.net\/sites\/default\/files\/files\/service.png\" alt=\"\" \/><\/p><p>END OF DOCUMENT<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-5775\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-5775\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-angle-double-down\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-angle-double-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">NORDUnet Identity Provider Service Definition and Privacy Policy<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-5775\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-5775\"><div class=\"content\"><div class=\"field field-name-body field-type-text-with-summary field-label-hidden\"><div class=\"field-items\"><div class=\"field-item even\"><p><strong>General description of NORDUnet Identity Provider<\/strong><\/p><p>The service includes authentication of employees and other staff at NORDUnet, as well as attribute transfer regarding the authenticated user. NORDUnet is a member of SWAMID, the Swedish identity federation for research and higher education. The identity publisher is set up in accordance with policy and other rules and guidelines established by SWAMID.<\/p><p><strong>Policy for personal integrity<\/strong><\/p><p>NORDUnet&#8217;s identity publisher performs authentication on behalf of users active at NORDUnet. The users are responsible for which services they need to connect to in order to carry out their work at NORDUnet. Regardless of the service in question, the purpose of the service and the relationship the service has with NORDUnet, a standard set of personal data (a unique identifier, name, e-mail address and that you are active at NORDUnet) is delivered to the service. This procedure follows the intentions of the Swedish and Danish personal data protection legislations.<\/p><p><strong>The service and limitations of service<\/strong><\/p><p>NORDUnet guarantees an availability of the service that is in line with NORDUnet&#8217;s requirements and expectations. NORDUnet&#8217;s identity issuer transmits a defined set of attributes according to the privacy policy above.<\/p><p><strong>Service desk<\/strong><\/p><p>For questions and error reports regarding NORDUnet and its SAML2 WebSSO service, please refer to the e-mail address <a href=\"mailto:sei@nordu.net?subject=NORDUnet%20Identity%20Provider%20Service%20Definition\">sei@nordu.net.<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be55c55 elementor-widget elementor-widget-html\" data-id=\"be55c55\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<script>\n\n\ndocument.addEventListener('DOMContentLoaded', function() {\nsetTimeout(function() {\n\njQuery(function($){\nlet toggletitles = $('.elementor-toggle-item .elementor-tab-title');\n\nlet strings = ['?master',\n'?slc',\n'?spp',\n'?ss',\n'?ips'\n];\n\nstrings.forEach( (string,i) => {\nif (window.location.href.indexOf(string) > -1) {\ntoggletitles.eq(i).click();\n$('html, body').animate({\nscrollTop: toggletitles.eq(i).offset().top - 20\n},'slow');\n} } );\n}); }, 1200); });\n<\/script>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Below you can find the NORDUnet\u00a0master service agreement with general terms and condition for all NORDUnet services, plus addenda covering service levels, privacy, and support. A PDF os attached to each item with the full text of the terms and conditions.\u00a0 NORDUnet&#8217;s Master Service Agreement Attachment:\u00a0 NORDUnet Master Service Agreement.pdf NORDUnet&#8217;s Master Service Agreement outlines [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-5642","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.9 (Yoast SEO v26.9) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Terms and conditions - NORDUnet<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/nordu.net\/terms-and-conditions\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Terms and conditions\" \/>\n<meta property=\"og:description\" content=\"Below you can find the NORDUnet\u00a0master service agreement with general terms and condition for all NORDUnet services, plus addenda covering service levels, privacy, and support. 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