Difference between revisions of "SLM EGI.eu OLA Service Levels"
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| rowspan="3" | '''Consulting and Support <br> <br> <br>''' | | rowspan="3" | '''Consulting and Support <br> <br> <br>''' | ||
| 1st , 2nd and 3rd Level Support | | 1st , 2nd and 3rd Level Support | ||
| Top priority: immediate within support hours | | Top priority: immediate within support hours | ||
Very urgent: within 8 support hours | Very urgent: within 8 support hours | ||
Urgent: within 16 support hours | Urgent: within 16 support hours | ||
Less Urgent: within 40 support hours | Less Urgent: within 40 support hours | ||
|- | |- | ||
| Grid Oversight | | Grid Oversight | ||
| 1 hour response time within the support hours | | 1 hour response time within the support hours | ||
|- | |- | ||
| Central EGI helpdesk | | Central EGI helpdesk | ||
| Availability/Reliability: 99%/99% | | Availability/Reliability: 99%/99% | ||
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| Repository of validated software | | Repository of validated software | ||
| Availability/Reliability: | | Availability/Reliability: | ||
Repository frontend: 90% / 99% | Repository frontend: 90% / 99% | ||
Repository backend: 90% / 99% | Repository backend: 90% / 99% | ||
|- | |- | ||
| rowspan="7" | '''Operations Tools and Services '''<br> <br> <br> <br> <br> <br> <br> | | rowspan="7" | '''Operations Tools and Services '''<br> <br> <br> <br> <br> <br> <br> | ||
| Service Availability Monitoring (SAM) central service | | Service Availability Monitoring (SAM) central service | ||
| Availability/Reliability: 95%/99% | | Availability/Reliability: 95%/99% | ||
|- | |- | ||
| Operational Tools and Meta-service Monitoring (Ops-Monitor) | | Operational Tools and Meta-service Monitoring (Ops-Monitor) | ||
| Availability/Reliability: 99%/99% | | Availability/Reliability: 99%/99% | ||
|- | |- | ||
| Operations Portal | | Operations Portal | ||
| Availability/Reliability: 99%/99% | | Availability/Reliability: 99%/99% | ||
|- | |- | ||
| Accounting Portal and database | | Accounting Portal and database | ||
| Availability/Reliability: | | Availability/Reliability: | ||
Repository: 99%/99% | Repository: 99%/99% | ||
Accounting Portal: 99%/99% | Accounting Portal: 99%/99% | ||
|- | |- | ||
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| Availability/Reliability: 99%/99% | | Availability/Reliability: 99%/99% | ||
|- | |- | ||
| Security monitoring tools | | Security monitoring tools | ||
| Availability/Reliability: 99%/99% | | Availability/Reliability: 99%/99% | ||
|- | |- | ||
| Grid Services for RC certification | | Grid Services for RC certification | ||
| Availability/Reliability: 99%/99% | | Availability/Reliability: 99%/99% | ||
|- | |- | ||
| rowspan="3" | '''Grid Services '''<br> <br> <br> | | rowspan="3" | '''Grid Services '''<br> <br> <br> | ||
| Virtual Organisation Management | | Virtual Organisation Management | ||
| Availability/Reliability: 99%/99% | | Availability/Reliability: 99%/99% | ||
|- | |- | ||
| Workload Management | | Workload Management | ||
| Availability/Reliability: 99%/99% | | Availability/Reliability: 99%/99% | ||
|- | |- | ||
| Information Discovery | | Information Discovery | ||
| Availability/Reliability: 99%/99% | | Availability/Reliability: 99%/99% | ||
|} | |} | ||
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<br> | <br> | ||
{| | {| | ||
|- | |- | ||
| '''Liability''' | | '''Liability''' |
Revision as of 14:06, 11 March 2013
Main | EGI.eu operations services | Support | Documentation | Tools | Activities | Performance | Technology | Catch-all Services | Resource Allocation | Security |
This page provides information on the current service levels provided by the EGI.eu.
It is mandatory that services operated by EGI.eu provide a minimum monthly Availability/Reliability as specified below (see the EGI.eu Operational Level Agreement).
Availability/Reliability EGI.eu reports are under development.
Type of service | Service | Service Target |
---|---|---|
Consulting and Support |
1st , 2nd and 3rd Level Support | Top priority: immediate within support hours
Very urgent: within 8 support hours Urgent: within 16 support hours Less Urgent: within 40 support hours |
Grid Oversight | 1 hour response time within the support hours | |
Central EGI helpdesk | Availability/Reliability: 99%/99% | |
Software | Repository of validated software | Availability/Reliability:
Repository frontend: 90% / 99% Repository backend: 90% / 99% |
Operations Tools and Services |
Service Availability Monitoring (SAM) central service | Availability/Reliability: 95%/99% |
Operational Tools and Meta-service Monitoring (Ops-Monitor) | Availability/Reliability: 99%/99% | |
Operations Portal | Availability/Reliability: 99%/99% | |
Accounting Portal and database | Availability/Reliability:
Repository: 99%/99% Accounting Portal: 99%/99% | |
GOCDB | Availability/Reliability: 99%/99% | |
Security monitoring tools | Availability/Reliability: 99%/99% | |
Grid Services for RC certification | Availability/Reliability: 99%/99% | |
Grid Services |
Virtual Organisation Management | Availability/Reliability: 99%/99% |
Workload Management | Availability/Reliability: 99%/99% | |
Information Discovery | Availability/Reliability: 99%/99% |
Liability | Service providers not providing the requested monthly performance for one month MUST provide a service improvement plan. |