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| {{Template:Op menubar}} | | {{Template:Op menubar}} |
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| This page provides information on the current service levels provided by the EGI.eu. | | This page provides information on the current service levels provided to the EGI.eu by its Partners. |
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| It is mandatory that services operated by EGI.eu provide a minimum monthly Availability/Reliability as specified below (see the [https://documents.egi.eu/document/1093 EGI.eu Operational Level Agreement]). | | It is mandatory that services provide a minimum monthly Availability/Reliability as specified below (see the [https://documents.egi.eu/document/2170 EGI.eu Operational Level Agreement]).<br> |
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| Availability/Reliability EGI.eu reports are under development.
| | [[FAQ GGUS-QoS-Levels|Quality of Support (QoS) levels are definition. ]] |
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| <br> | | <br> |
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| | {| border="1" class="wikitable sortable" |
| | |- |
| | | '''Service''' |
| | | '''Targets''' |
| | |- |
| | | 1<sup>st</sup> Level Support |
| | | '''Maximum response:''' 1 working hour |
| | |- |
| | | 2<sup>nd</sup> Level Support |
| | | '''QoS level:''' Advanced |
| | |- |
| | | Accounting Portal |
| | | '''Minimum availability:''' 99% (as a percentage per month) |
| | '''Minimum reliability:''' 99% (as a percentage per month) |
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| | '''QoS level: '''Medium |
|
| |
|
| {| border="1" cellspacing="0" cellpadding="0"
| | |- |
| |- | | | Metrics Portal |
| | Service | | | '''Minimum availability:''' 99% (as a percentage per month) |
| | Targets
| | '''Minimum reliability:''' 99% (as a percentage per month) |
| |-
| |
| | | |
| 1<sup>st</sup> Level Support
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|
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|
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| | '''QoS level: '''Best effort |
| Maximum response 1 working hour
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| |- | | |- |
| | 2<sup>nd</sup> Level Support | | | Accounting Repository |
| | | '''Minimum availability:''' 99% (as a percentage per month) |
| | '''Minimum reliability: '''99% (as a percentage per month) |
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| |
|
| | Support priority
| | '''QoS level:'''Medium |
| Advanced
| |
|
| |
|
| |- | | |- |
| | AccountingPortal | | | Collaboration Tools |
| | | '''Minimum availability ''' |
| | #DNS: 99% (as a percentage per month) |
| | #Other: 90% (as a percentage per month) |
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| |
|
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| | '''Minimum reliability:''' 99% (as a percentage per month) |
| Minimum availability | |
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| 99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority: Medium
| | '''QoS level:''' Medium |
| |-
| |
| | Metrics
| |
| Portal
| |
|
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|
| | Minimum availability99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority | | |- |
| | | Incident Management Helpdesk |
| | | '''Minimum availability:''' 99% (as a percentage per month) |
| | '''Minimum reliability:''' 99% (as a percentage per month) |
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| Best effort
| | '''QoS level:''' Medium |
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| |
|
| |- | | |- |
| | Accounting | | | Monitoring Central Services |
| | | '''Minimum availability:''' 99% (as a percentage per month) |
| | '''Minimum reliability: '''99% (as a percentage per month) |
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| Repository
| | '''QoS level:''' Medium |
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|
| | Minimum | | |- |
| | | Operations Portal |
| | | '''Minimum availability:''' 99% (as a percentage per month) |
| | '''Minimum reliability:''' 99% (as a percentage per month) |
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|
| | '''QoS level:'''Medium |
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|
| availability
| | |- |
| | | Service Registry GOCDB |
| | | '''Minimum availability:''' 99% (as a percentage per month) |
| | '''Minimum reliability: '''99% (as a percentage per month) |
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| 99% (as a percentage per month)Minimum
| | '''QoS level:''' Medium |
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|
| | |- |
| | | Software Provisioning Infrastructure |
| | | '''Minimum availability ''' |
| | #UMD repositories, web front-end,the community repository: 90% (as a percentage per month) |
| | #The other components: 75% (as a percentage per month) |
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|
| reliability
| | '''Minimum reliability:''' 90% (as a percentage per month) |
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| 99% (as a percentage per month)Support
| | '''QoS level:''' Medium |
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| priority
| | |- |
| | | Acceptance Criteria |
| | | '''Incremental definition:''' New document version is produced every year, following two public drafts. |
| | '''Verification of acceptance criteria:''' The verification activities must support the UMD releases. The estimated number of products to verify in one year is 200 PPA. |
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| Medium
| | '''QoS level:''' Base |
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|
| |- | | |- |
| | Collaboration | | | Catch All Services |
| | | '''QoS level:''' Medium |
| | |- |
| | | Message Broker Network |
| | | '''Minimum availability:''' 95% (as a percentage per month) |
| | '''Minimum reliability: '''95% (as a percentage per month) |
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| Tools
| | '''QoS level:'''Medium |
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|
| | Minimum | | |- |
| | | Operations Support |
| | | '''QoS level:''' Medium |
| | |- |
| | | SAM Central Service |
| | | '''Minimum availability:''' 99% (as a percentage per month) |
| | '''Minimum reliability:''' 99% (as a percentage per month) |
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|
| availability
| | '''QoS level:'''Medium |
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|
| DNS: 99% (as a percentage per month)Other: 90% (as a percentage per month)Minimum
| | |- |
| | | Security Monitoring And Related Support Tools |
| | | '''Minimum availability:''' 99% (as a percentage per month) |
| | '''Minimum reliability:''' 99% (as a percentage per month) |
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|
| | '''QoS level:''' Medium |
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|
| reliability
| | |- |
| | | Stage Rollout |
| | | '''QoS level:''' Medium |
| | |- |
| | | Security Coordination |
| | | '''QoS level:''' Medium |
| | |- |
| | | Perun |
| | | '''Minimum availability:''' 99% (as a percentage per month) |
| | '''Minimum reliability:''' 99% (as a percentage per month) |
|
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|
| 99% (as a percentage per month)Support
| | '''QoS level:''' Medium |
| | |
| | |
| priority
| |
| | |
| Medium
| |
| |-
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| | Incident
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| Management Helpdesk
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| Minimum
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| availability
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| 99% (as a percentage per month)Minimum
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| reliability
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| 99% (as a percentage per month)</span>
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| Support
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| priority
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| Medium
| |
| | |
| |-
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| | Monitoring
| |
| | |
| | |
| Central Services
| |
| | |
| | Minimum
| |
| | |
| | |
| availability
| |
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| 99% (as a percentage per month)Minimum
| |
| | |
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| reliability
| |
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| 99% (as a percentage per month)Support
| |
| | |
| | |
| priority
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| | |
| Medium
| |
| | |
| |-
| |
| | Operations
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|
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| Portal
| |
| | |
| | Minimum
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|
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| | |
| availability
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| 99% (as a percentage per month)Minimum
| |
| | |
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| reliability
| |
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| 99% (as a percentage per month)Support
| |
| | |
| | |
| priority
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| | |
| Medium
| |
| | |
| |-
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| | Service
| |
| | |
| Registry GOCDB
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| | |
| | Minimum
| |
| | |
| availability
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| | |
| 99% (as a percentage per month)Minimum
| |
| | |
| reliability
| |
| | |
| 99% (as a percentage per month)Support
| |
| | |
| | |
| priority
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| | |
| Medium
| |
| | |
| |-
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| | Software Provisioning Infrastructure</span>
| |
| | |
| |Minimum availabilityUMD
| |
| repositories, web front-end,the community repository: 90% (as a percentage per month)The other
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| components: 75% (as a percentage per month)Minimum reliability
| |
| | |
| 90% (as a
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| percentage per month)Support priorityMedium
| |
| | |
| |- style="mso-yfti-irow:12"
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| | width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
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| border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
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| padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt">Acceptance Criteria</span>
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| | |
| | width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
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| none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
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| mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt">Incremental definition </span>
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| <span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt">New document
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| version is produced every year, following two public drafts. </span>
| |
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| <span style="font-size:9.0pt">Verification of acceptance
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| </span>
| |
| | |
| criteria
| |
| | |
| <span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt">The verification
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| activities must support the UMD releases. The estimated number of products to
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| verify in one year is 200 PPA. </span>
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| <span style="font-size:9.0pt">Support priority</span>
| |
| | |
| <span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt">Best effort</span>
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| | |
| |- style="mso-yfti-irow:13"
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| | width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
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| border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
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| padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt">Catch All Services</span>
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| | |
| | width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
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| none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
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| mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
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| mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt">Support priority</span>
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| <span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt">Medium</span>
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| |- style="mso-yfti-irow:14"
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| | width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
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| border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
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| padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt">Message Broker Network</span>
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| | |
| | width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
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| none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
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| mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
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| mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
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| </span>
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| availability
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">95% (as a percentage per month)</span>
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
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| </span>
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| reliability
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">95% (as a percentage per month)</span>
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
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| </span>
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| priority
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| <span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span><span style="font-size:9.0pt" />
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| | |
| |- style="mso-yfti-irow:15"
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| | width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
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| border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
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| padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt">Operations Support</span>
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| | width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
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| none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
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| mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
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| mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt">Support priority</span>
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| <span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt">Medium</span>
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| |- style="mso-yfti-irow:16"
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| | width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
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| border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
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| padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt">SAM Central Service</span>
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| | width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
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| none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
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| mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
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| mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
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| </span>
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| availability
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">99% (as a percentage per month)</span>
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
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| </span>
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| reliability
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">99% (as a percentage per month)</span>
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
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| </span>
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| priority
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| <span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span><span style="font-size:9.0pt" />
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| |- style="mso-yfti-irow:17"
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| | width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
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| border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
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| padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt">Security Monitoring And Related
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| </span>
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| Support Tools
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| | width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
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| none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
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| mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
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| mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
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| </span>
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| availability
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">99% (as a percentage per month)</span>
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
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| </span>
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| reliability
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">99% (as a percentage per month)</span>
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
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| </span>
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| priority
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| <span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
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| </span></span></span>
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| <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span><span style="font-size:9.0pt" />
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| |- style="mso-yfti-irow:18"
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| <span style="font-size:9.0pt">Stage Rollout</span>
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| <span style="font-size:9.0pt">Support priority</span><span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore"><span>
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| </span></span></span><span style="font-size:9.0pt">Medium</span>
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| | |
| |- style="mso-yfti-irow:19;mso-yfti-lastrow:yes"
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| | width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
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| border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
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| padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Security
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| </span>
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| Coordination
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| | |
| | width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
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| none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
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| mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
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| mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
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| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
| |
| </span>
| |
| | |
| priority
| |
| | |
| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>
| |
| </span></span></span>
| |
| | |
| <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>
| |
|
| |
|
| |} | | |} |