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Concepts

Service Description

Last updated: February 2026

Summary

Observability (OaaS) is a centrally managed observability service within the Cloud. The service collects and stores performance and operating data in the form of metrics and logs and makes this available for analysis and visualization. The goal is to provide insight into the operation of services and resources and to enable analysis over defined periods of time.

Data Categories

In the context of observability, the following data categories are typically considered:

  • Logs: text-based event records (for example, with a timestamp and context).
  • Metrics: structured time series measurements over defined intervals.

Scope of Services & Objectives

  • Collection & storage of observability data

  • Collection and storage of metrics and logs.

  • Analysis & evaluation

  • Querying and analyzing time intervals, incidents and trends via the interfaces provided.

  • Access & use

  • Use in particular to support self-service projects (own operation of services) for resource control and error analysis.

  • Interfaces

  • Provision of the open-source Mimir API (for metrics) and Loki API (for logs).

Service Features

Data Protection & Data Security

  • Tenant Isolation: The technology used protects data from access by other users.

  • Encryption: Data is accessible only via encrypted connections (data in transit). Stored data is also encrypted at rest (data at rest).

  • Data Location: Data processing and retention take place entirely in German data centers.

Compatibility & APIs

  • Provision of the Mimir API (metrics) and the Loki API (logs).

Documentation & Open Source

  • Provision of detailed documentation for integration and usage.

  • Use of open-source technologies and freely available external documentation.

Retention (Long-Term Storage)

Default retention of collected data:

  • Metrics: 6 months

  • Logs: 1 month

Service Level (SLA/SLO)

Availability

  • 99.5% availability

Service Availability and Service Hours

  • The service is available 24/7 (within the applicable SLA).

  • We deliver installation, provisioning, incident remediation, and changes within the defined service hours.¹ ²

  • Troubleshooting: We handle faults via the established communication and escalation channels specified in the support plan. We carry out troubleshooting on a best-effort basis; the SLA determines availability and defines maintenance windows.

  • Maintenance activities do not count toward downtime in availability calculations.

Operations & Maintenance

  • We typically perform maintenance monthly after new vendor updates release.

  • For critical security vulnerabilities, we may perform short-notice maintenance.

  • We announce maintenance that causes a service interruption at least 24 hours in advance.

  • We may perform emergency maintenance (for example, to mitigate ongoing attacks) without prior notice.

Responsibilities (Shared Responsibility)

Responsibilities of the Service Provider

  • Operate the centrally managed observability service (platform operations) under the agreed service hours and SLA.

  • Ensure tenant isolation (separation of customer data) and provide the access model.

  • Provide encrypted access paths for data usage.

  • Operate data processing and retention entirely in German data centers.

  • Perform maintenance (regular as well as security/emergency maintenance) according to the described approach.

  • Resolve incidents on a best-effort basis in line with the applicable communication and support processes.

  • Provide the service interfaces (Mimir API for metrics, Loki API for logs) and the associated documentation.

  • Handle service requests (for example, data deletion, retention changes) via the Service Desk.

Responsibilities of the Customer

  • Integrate and use the provided interfaces (Mimir/Loki API) for queries, analysis, and visualization.

  • Configure, operate, and maintain the customer's own systems and services that deliver observability data (for example, data sources, exporters, and log sources).

  • Analyze the data (for example, trends and incidents) and determine measures to optimize resources and costs.

  • Submit change requests (feature requests) and service requests via the Service Desk.

  • Track the implementation of changes within the customer's area of responsibility (for example, adjustments to data sources, dashboards, and queries).

  • Follow internal processes and permissions within the customer's responsibility (for example, access credentials and tokens, if applicable).

Support & Availability

  • Support plan: Self-Service (product and platform support as defined in the support plan).

  • Service availability: 24/7.

  • Incident remediation: Best-effort; escalation paths according to the support plan.

  • We bill engineering services outside the support scope based on effort at current rates.

Roadmap & Changes

We continuously improve the OaaS service. Information on planned features and enhancements appears on the product roadmap. The current roadmap is available at:

Observability Roadmap

The binding terms are those published in the applicable Terms and Conditions (AGB), SLA, and price sheet. This service description outlines the product-level scope and may change. Regional availability and feature scope may vary.

Disclaimer

This service relies on open-source software. The nature and scope of the service follow the capabilities of the underlying software and may change as that software evolves.

We continuously improves its products and services. Implementation changes may occur when driven by technical advancements, provided they do not materially change the function of the product/service. Errors and omissions excepted.

Feedback about services or documentation is welcome: produktfeedback@syseleven.de.

Footnotes

  1. Support availability: weekdays (except Berlin public holidays) 9 a.m. to 5 p.m. on +49 30 233 2012 30.
  2. Outside service hours: emergency contact via +49 30 609 89 22 11 (voicemail).