This is the full text published in the Phase 7 package. Effective dates, responsible contacts and contract-specific parameters are maintained in the corresponding release and deployment records.
Service boundary
The agreement identifies measured components: devices, gateway, matcher, vault, policy or API. Marketing-site uptime is not biometric-service availability. Each service point has dependencies on networks, power, business systems and identity sources.
Metrics and measurement
Define measurement points, frequency, windows, data sources, failure criteria and treatment of missing telemetry. Uptime, latency and throughput are different metrics; a non-match is not automatically an infrastructure outage. Do not publish percentage or latency commitments without an agreement and method.
Planned maintenance
A maintenance plan identifies versions, risk, expected window, affected parties and communication channels. The customer and Mobile-ID agree execution conditions, rollback and approval. Whether maintenance is inside or outside an SLA is contractual; an outage cannot automatically be excluded merely by labeling it maintenance.
Dependencies and environment limits
Separate RAR/C06, business-system and supplier dependencies in reports. Loss of identity-source connectivity may block new enrollments while other configured workflows remain available. Disconnection alone does not establish a safe offline mode; local data authority and freshness need an approved profile.
Degraded operation and alternatives
Approved scenarios route requests to staff assistance, another method or a retry appointment. High-risk actions must not be automatically allowed when identity/policy cannot be checked. Clinical and essential-service alternatives take precedence to avoid inappropriate delay.
Backup, DR and restoration
The deployment annex specifies recovery points, any time objectives, backup locations and failover conditions. DR exercises verify data, certificates, permissions, revocations/deletions and logging, not merely server startup. Do not invent RTO/RPO values before scope is agreed.
Reporting and service notices
Reports identify sources, windows, events, dependencies and calculation methods. Without public telemetry, the website states that operational status is not published rather than showing an invented all-green dashboard. Customer-notification channels belong in the support agreement; a website does not replace every alerting channel.
Responsibility & deployment annex
Detailed responsibilities are determined by activity and deployment records; this public document does not replace customer-specific contractual annexes.
- The relying organization defines business purposes, populations and operational authority within the deployment.
- Mobile-ID supplies and operates components within the agreed scope, including integration, control configuration and related evidence.
- Device suppliers support models, firmware, SDKs and maintenance within authorization; data access is never implicit.
- Legal, security and service ownership assignments are maintained in each organization’s operating records.
Execution and evidence cycle
- Record purpose, organization, data/device scope and the business reference.
- Verify authority, applicable conditions, configuration and relevant obligations.
- Execute with data minimization, authorization and necessary evidence.
- Close with confirmations from relevant systems, response handling and remaining exceptions.
Legal and reference sources
Detailed obligations, periods and exceptions apply according to law, contract and the actual service configuration.