Terms and Conditions
Terms and Conditions
Platform One Help Desk
- Refer to the P1 website's Help & Support page for information on submitting a help request.
- Platform One’s help desk, Razor Crest, operates 0800 - 1800 Central Time Monday through Friday, excluding federal government holidays.
- Outages are urgently prioritized by Razor Crest and escalated to on-call engineers as necessary. Please report outages as you find them. Notifications regarding outages and expected resolution times will be released via Mattermost notification bots.
- In order to have the best customer experience possible, we require each organization to identify at least two onboarding supervisors. These individuals must be military or civilian and will assist with the resolution of issues pertaining to help desk support should assistance be required.
- The customer team's Onboarding Supervisor is responsible for tracking their organization’s licensed seats and usage.
- It is the Onboarding Supervisor’s responsibility to track, grant, and remove licenses.
- Each Collab Tools user is responsible for self-registering for a Platform One Single Sign-On (SSO) account at login.dso.mil. If an SSO account already exists, registering again is not needed to gain access to additional software tools.
- The Onboarding Supervisor(s) open(s) a ticket for Mattermost License Requests to grant and remove Mattermost permissions for each user. This can be done after each user has been granted an SSO account.
- Customers submitting tickets for access and permissions will receive an initial response within one hour.
- License requests submitted by an Onboarding Supervisor will be completed by an automated system.
a. The expected resolution time for tickets is within 1 hour.
b. If the user was not found it will be noted on the ticket. Onboarding Supervisors can then re-submit once the user has created an SSO account (see above).
c. The expected resolution time for escalated tickets is within 2 hours. - Customers will have limited administration rights to configure and grant access to their boards, spaces, projects, channels, etc. Any requests for custom fields within Atlassian software shall be submitted to Razor Crest (see URL and email address above).
- The expected resolution time for customization tickets is 36 hours.
Collab Tools
- The Collab Tools Team provides and maintains the following software tools: Mattermost, Jira, Confluence, Gitlab, and Parabol.
- Infrastructure and software upgrades will be performed by the Party Bus Operations teams near the end of duty day, Monday through Thursday. Advance notice of at least 1 day is provided via Mattermost notification bot(s). If you expect an outage to disrupt an operationally important mission, notify Razor Crest as soon as possible.
- The ECT only supports the plugins listed on the P1 Service Catalog, listed at p1.dso.mil/services/party-bus/service-catalog. If you have a requirement for a plugin not on the list, contact the Customer Success Team at aflcmc.hncx.helpdesk@us.af.mil.
- In the event a plugin is deemed unsafe by our Cyber team, Platform One reserves the right to remove it from production.
- Platform One reserves the right to make changes to the environment based on funding, cyber security threats, or federal security mandates.
- Customers should know changes are inevitable, but Platform One will coordinate changes as early as possible through Mattermost IL2/IL4/IL5 notification bots. Customers are responsible for reading these notifications.
- Any application hosted in the Platform One environment will be penetration tested and continuously assessed for adherence to cyber security practices. This may happen at any time, and as often as deemed necessary by the Platform One Cyber team.
- Users are responsible for following the DoD Cloud Computing Security Requirements Guide (CC SRG), located at public.cyber.mil/dccs/, in regards to the information stored, discussed, and disseminated on the corresponding Impact Levels.
- By default, Platform One does not provide data migration services for Collab Tools use cases. Any imports will be the responsibility of the customer. If you have a requirement for data migration, contact the Customer Success Team for a quote.
- Patch and Vulnerability Management Policy will be followed.
- Continuous Monitoring – Platform One performs continuous monitoring of its entire environment.
a. Common vulnerabilities and exposures (CVEs) will be dealt with swiftly and securely.
b. If a critical CVE is found in the Platform One infrastructure, we reserve the right to mitigate it to protect our environment regardless of application/mission impact.
c. This may create an ever-changing environment, but this system is set in place to keep the hosted applications safe from malicious actors. - We reserve the right to disable or remove access to any tool or service if a severe cyber security vulnerability is discovered or suspected.
Data Retention Policies are as follows
Mattermost Retention Policies | |||
---|---|---|---|
Policy Name | Action | Timeframe | Responsibility |
File uploads in Mattermost | Remove Mattermost File uploads after 3 years | 3 years | Collab Tools Team |
Mattermost Channels | Remove Mattermost Channels after 3 years. | 3 years | Collab Tools Team |
JIRA/Confluence Retention Policies | ||||
---|---|---|---|---|
Jira Configuration Manager Snapshots | Jira | 30 days | Configuration Manager snapshots are made when a customer requests an export of some kind. Overtime, the snapshots page fills up. Unless requested otherwise, it is best to keep that page clean. Snapshots can be recreated. | Atlassian Administrators |
Jira Project Archival | Jira | 6 months of inactivity, Archive Project | If an entire project has not been updated for 6 months, archive it. We plan on automating this as well as creating a Configuration Manager snapshot before it automatically archives. This does not delete the data. | Atlassian Administrators |
Jira Issue Archival | Jira | 3 years | If an issue has not been updated in the last 3 years, the single issue will be archived, regardless of the activity of the project. This process will be automated and guardrails can be established(i.e.: parent ticket open, subtasks open,etc). This does not delete the data. | Atlassian Administrators |
Confluence Page Versions | Confluence | 100 Versions or 3 years | A scheduled job removes this data in small batches, every ten minutes, to minimize the impact on your site. Confluence Administrators can override the retention rules for specific spaces by adding an exemption. | Atlassian Administrators |
Confluence Attachment Versions | Confluence | 100 Versions or 3 years | A scheduled job removes this data in small batches, every ten minutes, to minimize the impact on your site. Confluence Administrators can override the retention rules for specific spaces by adding an exemption. | Atlassian Administrators |
Confluence Trash | Confluence | 3 years | A scheduled job removes this data in small batches, every ten minutes, to minimize the impact on your site. Confluence Administrators can override the retention rules for specific spaces by adding an exemption. | Atlassian Administrators |
Platform One Customer Experience (P1CE)
- Customers interested in receiving Collab Tools products/services through Platform One should inquire for a consultation and quote by emailing the Customer Success Team at aflcmc.hncx.helpdesk@us.af.mil.
- Once an official quote has been generated, the customer will work with a Business Account Manager (BAM) and Platform One Acquisitions team to transfer funding.
- BAMs are responsible for submitting tickets to get customers’ Onboarding Supervisors’ access granted.
- Platform One reserves the right to change pricing from one year to the next based on incurred costs, so renewal costs may be higher or lower than the previous year.
- All official quotes have a timeline of 90 days to send funding to Platform One. After this period of time has elapsed, a new quote and 90-day funding window would be required.
- For renewals, you have a 90-day window to submit funding or must do so before the funding expires, whichever comes first.