SLM EGI.eu OLA Service Levels
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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. |