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SysEleven OaaS Concepts

Service description

Last updated: February 2026

Summary

SysEleven Observability (OaaS) is a centrally managed observability service within the SysEleven by Secunet Cloud. The service collects and stores performance and operating data in the form of metrics and logs and makes this available for analysis and visualisation. The aim is to facilitate an overview of the operation of services and resources and to enable evaluations over defined periods of time.

Data categories

In the context of observability, the following data categories are typically considered: - Logs: text-based event records (e.g. with 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 analysing 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 can only be accessed via encrypted connections (data in transit). In addition, stored data is encrypted when 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; additionally, freely available external documentation may be used.

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).

  • Installation, provisioning, incident remediation, and changes are delivered within the defined service hours.¹ ²

  • Troubleshooting: Faults are handled via the established communication and escalation channels specified in the support plan. Troubleshooting is carried out on a best-effort basis; the provisions of the SLA are decisive for availability and the definition of maintenance windows.

  • Maintenance activities are not considered downtime for the purpose of availability calculations.

Operations & Maintenance

  • Maintenance is typically performed monthly, following the release of new vendor updates.

  • In case of critical security vulnerabilities, short-notice maintenance may be carried out.

  • Maintenance that is expected to cause a service interruption will be announced at least 24 hours in advance.

  • Emergency maintenance (e.g., to mitigate ongoing attacks) may be performed without prior notice.

Responsibilities (Shared Responsibility)

Responsibilities of the Service Provider (SysEleven)

  • Operate the centrally managed observability service (platform operations) in accordance with 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 (e.g., data deletion, adjustment of data retention) 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/services that deliver observability data (e.g., data sources/exporters/log sources).

  • Perform the functional analysis of the data (e.g., analyzing trends/incidents and deriving measures to optimize resources and costs).

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

  • Validate and track the implementation of changes within the customer’s area of responsibility (e.g., adjustments to data sources, dashboards/queries).

  • Ensure internal processes and permissions within the customer’s responsibility are adhered to (e.g., access credentials/tokens, if used).

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.

  • Engineering services not included in the support scope are billed based on effort at the current hourly rates.

Roadmap & Changes

The OaaS service is continuously improved. Information on planned features and enhancements is provided via the product roadmap. The current roadmap is available at:

https://documentation.syseleven.de/en/products/syseleven-dbaas/roadmap/

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

Disclaimer

This service is provided based 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.

SysEleven 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 regarding 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)..