Difference between revisions of "FAQ GGUS-QoS-Levels"
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{{GGUS-header|FAQ GGUS-QoS-Levels}} {{TOC_right}} | {{GGUS-header|FAQ GGUS-QoS-Levels}} {{TOC_right}} | ||
''QoS'' stands for ''Quality of | ''QoS'' stands for ''Quality of Support''. It describes the level of support provided by Support Units in GGUS system. | ||
<br> The level of support is impacting the ticket [[FAQ GGUS-Priority-Colour|priority colour]] in GGUS and the warnings are sent to SUs if 75% of the maximum response time of the level of service are over. | |||
There are three different levels of | = Levels of support = | ||
There are three different levels of support, each defining different [[FAQ GGUS-Waiting-For-PT-Process#Respond_to_a_ticket|response times]]. | |||
*Base | *Base | ||
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*Advanced | *Advanced | ||
The defaut level of support for Support Unites, if not declared differently, is '''Base'''. | |||
== Base | == Base Level == | ||
Base | Base level defines a response time of '''5 working days''' regardless of the ticket priority level. | ||
== Medium | == Medium Level == | ||
{| | {| cellspacing="0" cellpadding="2" border="1" | ||
|- | |- | ||
! scope="col" | Priority | ! scope="col" | Priority | ||
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== Advanced service == | == Advanced service == | ||
{| | {| cellspacing="0" cellpadding="2" border="1" | ||
|- | |- | ||
! scope="col" | Priority | ! scope="col" | Priority | ||
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<br> | <br> | ||
{| | {| cellspacing="0" cellpadding="2" border="1" class="wikitable sortable" | ||
|- | |- | ||
! scope="col" | Support Unit | ! scope="col" | Support Unit | ||
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| '''Base'''<br> | | '''Base'''<br> | ||
|- | |- | ||
| Perun<br> | | Perun<br> | ||
| <br> | | <br> | ||
| Boris Parak | | Boris Parak | ||
| perunv3@metacentrum.cz | | perunv3@metacentrum.cz | ||
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| '''Base''' | | '''Base''' | ||
|- | |- | ||
| Data Management Clients Development | | Data Management Clients Development | ||
| CERN Data | | CERN Data | ||
| Oliver Keeble | | Oliver Keeble |
Revision as of 15:07, 13 August 2014
GGUS wiki / GGUS Documentation
FAQ GGUS-QoS-Levels
QoS stands for Quality of Support. It describes the level of support provided by Support Units in GGUS system.
The level of support is impacting the ticket priority colour in GGUS and the warnings are sent to SUs if 75% of the maximum response time of the level of service are over.
Levels of support
There are three different levels of support, each defining different response times.
- Base
- Medium
- Advanced
The defaut level of support for Support Unites, if not declared differently, is Base.
Base Level
Base level defines a response time of 5 working days regardless of the ticket priority level.
Medium Level
Priority | Response time |
---|---|
less urgent, urgent | 5 working days |
very urgent, top priority | 1 working day |
Advanced service
Priority | Response time |
---|---|
less urgent | 5 working days |
urgent, very urgent | 1 working day |
top priority | 4 working hours |
Who is providing which level of service
This table shows which SU is providing which QoS.
Support Unit | Product Team | Leader | Contact | Level of service |
---|---|---|---|---|
GGUS | GGUS | Guenter Grein | support AT ggus.org | Advanced |
dCache Support | dCache | Patrick Fuhrmann | support@dcache.org | Advanced |
QosCosGrid | QCG | Tomasz Piontek | piontek AT man.poznan.pl | Advanced |
CREAM-BLAH | CREAM | Lisa Zangrando | blah-cream AT lists.infn.it | Medium |
EMIR | EMIR |
Shiraz Memon | a.memon AT fz-juelich.de | Medium |
caNL | caNL |
Zdeněk Šustr | sustr4 AT cesnet.cz | Medium |
StoRM | VOMS-StoRM | Andrea Ceccanti | andrea.ceccanti AT cnaf.infn.it | Medium |
UNICORE-Client | UNICORE | Bernd Schuller | b.schuller AT fz-juelich.de | Medium |
UNICORE-Server | UNICORE | Bernd Schuller | b.schuller AT fz-juelich.de | Medium |
VOMRS | Steve Traylen |
steve.traylen AT cern.ch | Medium | |
VOMS | VOMS-StoRM | Andrea Ceccanti | andrea.ceccanti AT cnaf.infn.it | Medium |
VOMS-Admin | VOMS-StoRM | Andrea Ceccanti | andrea.ceccanti AT cnaf.infn.it | Medium |
EMI UI | EMI Common (UI & WN) | Cristina Aiftimiei | cristina.aiftimiei AT pd.infn.it | Medium |
EMI WN | EMI Common (UI & WN) | Cristina Aiftimiei | cristina.aiftimiei AT pd.infn.it | Medium |
gLite Security | gLite security | John White | John.White AT cern.ch | Medium |
IDGF | IDGF | Robert Lovas | Robert.Lovas AT sztaki.mta.hu |
Medium |
WMS | WMS | Marco Cecchi | marco.cecchi AT cnaf.infn.it | Medium |
gLite L&B | L&B | Zdenek Sustr | sustr4 AT cesnet.cz | Medium |
Gridsite | NGI_CZ/Metacentrum | Zdenek Sustr/Miroslav Ruda | sustr4 AT cesnet.cz | Medium |
Proxyrenewal | NGI_CZ/Metacentrum | Zdenek Sustr/Miroslav Ruda | sustr4 AT cesnet.cz | Medium |
Information System Development | CERN BDII | Maria Alandes CERN | maria.alandes.pradillo AT cern.ch | Medium |
APEL | APEL | Stuart Pullinger | stuart.pullinger@stfc.ac.uk |
Medium |
Metrics Portal | Metric Portal | Ivan Diaz Alvarez | idiaz AT cesga.es |
Medium |
Accounting Portal | Accounting Portal | Ivan Diaz Alvarez | idiaz AT cesga.es | Medium |
GOC DB | GOC DB | David Meredith | david.meredith AT stfc.ac.uk | Medium |
Grid Monitoring | SAM | Emir Imamagic |
eimamagi AT srce.hr |
Medium |
Operations Portal | Ops Portal | Cyril L'Orphelin | cic-information@in2p3.fr | Medium |
WNoDes | WNoDeS | Elisabetta Ronchieri |
elisabetta.ronchieri AT cnaf.infn.it |
Medium |
Applications Database (AppDB) |
AppDB |
Marios Chatziangelou |
appdb-support AT iasa.gr |
Medium |
Messaging | Paschalis Korosoglou | pkoro AT grid.auth.gr | Medium | |
rOCCI | rocci-server, rocci-core, rocci-api, and rocci-cli | Zdenek Sustr |
sustr4 AT cesnet.cz |
Medium |
Resource Allocation | Marcin Radecki | radecki at agh.edu.pl | Medium | |
DGAS |
Andrea Guarise | andrea.guarise AT to.infn.it | Base | |
Perun |
Boris Parak | perunv3@metacentrum.cz | Base | |
UI WN Tarball SU |
Matthew Doidge | m.doidge AT lancaster.ac.uk | Base | |
ARC | NORDUGRID-ARC | Balazs Konya / Oxana Smirnova | oxana.smirnova AT hep.lu.se | Base |
ARGUS | ARGUS | Valery Tschopp | valery.tschopp AT switch.ch | Base |
DPM Development | CERN Data | Oliver Keeble | oliver.keeble AT cern.ch | Base |
FTS Development | CERN Data | Oliver Keeble | oliver.keeble AT cern.ch | Base |
ARGO/SAM EGI Support | Christos Kanellooulos |
skanct AT grid.auth.gr |
Base | |
Data Management Clients Development | CERN Data | Oliver Keeble | oliver.keeble AT cern.ch | Base |
LFC Development | CERN Data | Oliver Keeble | oliver.keeble AT cern.ch | Base |
MPI | gLite MPI | Enol Fernandez | enolfc AT ifca.unican.es | Medium |
EGCF |
Globus IGE/EGCF | Ionel Muntean |
egcf_cb@ige-project.eu |
Base |
AMGA | AMGA | Soonwook Hwang | hwang AT kistispamnot.re.kr | Base |
SAGA | SAGA | Antony Wilson | antony.wilson AT stfc.ac.uk | Base |
gLite Yaim Core | gLite Yaim Core | Cristina Aiftimiei | cristina.aiftimiei AT pd.infn.it | Base |
ELOG Operations | Stefan Roiser | stefan.roiser AT cern.ch | Base | |
LSF Utils | Ulrich Schwickerath | batch-rota AT cern.ch | Base | |
SGE Utils | CESGA | ge-support AT listas.cesga.es | Best-Effort | |
gLite Identity Security | John White | john.white AT cern.ch | Base | |
REBUS | Lawrence Field | laurence.field AT cern.ch | Base |