Service Level Agreement

 The service level agreement (SLA) describes the service which has to be provided and the quality per provided service.

The service SwissSign certificate services comprises the services OCSP, CRL, repository service and all services provided at


The following service have the following availability:

  • OCSP: 99.9%
  • CRL: 99.9 %
  • Repository: 99.5%
  • 99.9%
  • (MPKI-Kunden): 98.5%
  • Signature service DSS: 98.5% 


Maintenance windows
Mondays – Sundays from 6 pm till 6 am (MESZ) and concerning security related updates Mondays – Sundays from 2 am till 6 am.
Pre-announcement see below.


The support is available via its service desk as follows:

  • Business days: 8 am – 12 pm and 1 pm – 5 pm (MESZ) without public holidays of Switzerland
  • Phone: +41 848 77 66 55
  • E-mail:

Operation time
Time span Swisssign operates the solution (see also support time). Base is a 7x24 hours operation time.

Support time
Support time is the time span Swisssign is prepared to accept incident messages. Messages can only be placed during support time.

System Availability
The ratio of the period in which the system is operatively available to the agreed time. Announced maintenance windows are not included in the calculation of availability. Exceptions are made for disruptions which are beyond the control of SwissSign or are caused by force majeure. SwissSign can also offer no guarantee for the availability of the Internet.

Availability = total time – down time [without maintenance windows] / total time

Measurement is always done based on a period of one calendar year.

Recovery time objective (RTO)
Maximum down time. It will be 44 hours maximum, force majeur is excluded.

Maintenance window (announcements)
The maintenance window is a time span used for technical or application based or similar work to be performed at the system. In this time the system is not available for a short period. Planned maintenance and short-term maintenance (e.g based on announced security leaks) are not part of the system availability calculation. Each maintenance activity will be announced on our system status page. Maintenance work is categorized as follows:

  • Planned regular maintenance: pre-announcement 5 days before
  • Short-term necessary maintenance: pre-announcement 24 hours before
  • Maintenance due to high risk or availability risk issues: announced immediatly and performed immediatly


Measuring period
To determine the availability, the calendar year is used as a basis in each case at SwissSign.