Service Level Agreement for the Service Support Environment (SSE)

You can download the complete SLA here. The most part of the file is reproduced in the remainder of this page as well.

SSE Description

The European Space Agency (ESA) provides an on-line platform, called Service Support Environment (SSE), to support the development, test and hosting of Services provided by Service Providers and based on protocols and standards for the access and chaining of Earth Observation (EO) metadata, data or products.

The infrastructure is located at ESRIN, the establishment in Italy of ESA.

Earth Observation Help Desk

For questions, problems, complaints, special requests, comments or recommendations about SSE, users can contact the:
Earth Observation Help Desk
E-mail: EOHelp@esa.int (with subject “SSE Service”)
Phone: +39 06 94180777

The help desk service is available during working hours of the ESRIN working days. The help desk will answer to the user within 5 working days from receipt of request.

Disclaimer

Access to, and use of, the SSE environment constitutes acceptance of the following general terms and conditions.

Neither ESA nor any other party involved in creating, producing or delivering the services on the SSE environment shall be liable for any direct, incidental, consequential, indirect or punitive damages arising out of Users access to, or use of, the website. The SSE environment does not guarantee the accuracy of information provided by external sources and accepts no responsibility or liability for any consequences arising from the use of such data.

Though ESA uses the best technical standards to control its site, material on this website may inadvertently include technical inaccuracies or other errors. We should be grateful if users could notify us of any errors or inaccuracies they may find. Please note that users browse and use the website at their own risk. ESA does not warrant that the functional aspects of the website will be uninterrupted or error free or that this website, or the server that makes it available, are free of viruses or other harmful components. ESA may change material on the site without prior notice.

Access and availability of service and links

The SSE environment contains links and references to third-party services and websites. These are provided for the convenience and interest of users and on the part of ESA this implies neither responsibility for, nor approval of, information contained in these websites. ESA makes no warranty, either express or implied, as to the accuracy, availability or content of information, text, graphics which are not under the esa.int domain. ESA has not tested any software located on other sites and does not make any representation as to the quality, safety, reliability or suitability of such software.

Personal data privacy

By accessing the SSE environment website, certain information about users, such as internet protocol (IP) addresses, navigation through the site, software used and time spent, as well as other similar information, will be stored on SSE servers. These will not specifically identify users and the information will be used internally for website traffic analysis only. If users provide unique identifying information, such as name, address and other information on forms stored on this site, this information will be used for statistical purposes only and will not be published or made available for general access. User information may be provided to Service Providers when accessing the relevant service on the SSE environment.

ESA does not sell or rent its website users names, addresses, email addresses or other personal information.
If you are registered on the SSE database and would like your name to be removed, please send a message to EOHelp@esa.int and this will enable you to remove your details from SSE’s database.

Use of cookies

Cookies are pieces of information that a website transfers to an individual hard drive for record-keeping purposes; passwords are not saved in cookies. Cookies help SSE to know if you are performing a set of interactions within a specific session.
If you do not wish to receive a cookie, or if you wish your browser to notify you when you receive a cookie, you may use the option on your web browser to disable cookies. Click on the help section of your browser to learn how to change cookie preferences. However, please note that if you disable all cookies you may not be able to take advantage of all the features available on this website.
ESA does not use personal identification details transferred through cookies either for promotion or marketing purposes, nor will such information be shared with a third party.

Forums and discussions

The SSE website contains bulletin boards, chat rooms, access to mailing lists and other message and communication facilities (collectively termed forums). Users agree to use forums only to send and receive messages and materials that are strictly related to the particular forum. When using an SSE forum users agree not to do any of the following:
Users may not download, distribute or otherwise publish through the SSE website any content which is libellous, defamatory, obscene, pornographic, and abusive or in any way violates any laws.
Forums are for non-commercial use only. Users should not distribute or otherwise publish any material containing any solicitation for funding, advertising or solicitation for goods or services without requesting and receiving prior written approval from ESA.
Users shall not delete any author attributions, legal notices, proprietary designations or labels from any file that is downloaded nor falsify the origin or source of software or other material contained in a file that is downloaded.

ESA does not and cannot review every message posted by users on forums and is not responsible for the content of any messages posted. ESA reserves the right to delete, move or edit, at its sole discretion, messages that it deems abusive, defamatory, obscene, in violation of copyright laws or unacceptable. Users shall remain solely responsible for the content of their messages.
Users acknowledge that any submissions may be edited, removed, modified, published, transmitted and displayed by ESA.
Users should be aware that all forums and discussion groups are public and not private communications. Further, users acknowledge that chats, postings, conferences and any other form of communication by other users are not endorsed by ESA, and that such communications shall not be considered as having been reviewed, screened or approved by ESA.

Childrens privacy

The SSE environment does not address children’s use. ESA encourages parents or guardians to stay with children under 13 when the children are online and to participate in any interactive activities offered on the website. ESA will not process any personal data of a child under 13 without the previous consent of a parent, guardian, teacher or other person exercising control of the child. No personal data or information will be used for promotional or marketing purposes.


Relationship with Service Providers on the SSE


Acceptance of Service Providers’ Service Level Agremments (SLAs)

When using a specific service, you will have a direct relation with related service provider, according to the clauses in the Terms and Conditions of the SLA of the specific service. Registering to SSE, you are explicitly accepting the Terms and Conditions of SSE but also the Terms and Conditions (normally Section 4) of the SLA of each specific service that you will use. Therefore, before using a specific service you are requested to carefully read the Terms and Conditions in the related SLA.

Fees

It is absolutely free to register and to use services on the SSE, unless otherwise stated. Some services provided by Service Providers may require fees, in such case the fees are quoted in EUR. In case a service is quoting a fee users are responsible for paying all applicable taxes and for all hardware, software, service and other costs you incur to buy, procure a listing from us or access our services.

Service Provider eligibility

Registered users from companies registered in the ESA electronic tender system, EMITS, may request to become SSE Service Providers. Only registered Service Providers of the SSE are allowed to use the SSE Portal for the development and test of new services . ESA has the sole discretion to refuse any service provider candidate or any registered users from the continuous use of the SSE Portal.

SSE Service Quality

The service is provided through an infrastructure provided by ESA/ESRIN in support to Services provided by Service Providers. The SSE service exploits external infrastructure and functions that can influence the overall behaviour of this service through their anomalies or unavailability.

Users are encouraged to submit to the Earth Observation Help Desk comments, which might lead to improvements in the quality of the service or of the Output Product.

Availability

During the ESRIN working days, the service is always active, except when network or servers maintenance activities are being performed or due to circumstances beyond ESRIN control. The service is monitored on a daily basis, during ESRIN working days. When the service fails during non-working hours, it will be restarted after the next monitoring activity.

Limitations

The service is available to all SSE users. In order to become an SSE registered user you need to register your information at http://services.eoportal.org.

The table below shows the correspondence between users’ profiles and service access levels:

User Service on SSE
Anonymous Open
Registered Open + controlled
Authorized Open + controlled + restricted

Specific limitations could be foreseen in the SLA of each specific service.
General limitations applicable to all SSE users are listed in this Terms and Conditions.

Warranty on SSE Services

ESA doesn’t provide any warranty for the services available on SSE. ESA shall not be deemed liable in respect of a defective Service output. All other conditions, warranties of any kind, written, oral, statutory, expressed or implied by statute or common law with respect to any output product including but not limited to the implied warranty of satisfactory quality, merchantability and fitness for purpose are hereby excluded.

Service Termination

ESA reserves the right to terminate each of the services at any time without prior notification.
If the user defaults in or commits any breach of any of his obligations, ESA shall have the right forthwith to terminate the provision of the services. In no case any refund shall be due to the user.
Any termination shall not prejudice or restrict the rights or remedies of ESA.

Trademarks

All brand names and product names are trademarks or registered trademarks or services marks of their respective owners.

Unauthorized Access

Users shall not disclose or share their password with any third parties or use their password for any unauthorized purpose. Users shall not provide access to the SSE to other persons through use of their password. Users are solely responsible to ensure that no action or omission takes place which results in any other person utilizing their password.

Malicious Intent

Users shall not use any device, software or routine to interfere or attempt to interfere with the proper working of the SSE. Users shall not take any action which imposes an unreasonable or disproportionately large load on our infrastructure. Users shall not tamper in any way with the software or functionality of the SSE.

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