SLM EGI.eu OLA Service Levels
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.
Service | Targets |
1st Level Support | Maximum response: 1 working hour |
2nd Level Support | Support priority: Advanced |
Accounting Portal | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) Support priority: Medium |
Metrics Portal | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) Support priority: Best effort |
Accounting Repository | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) Support priority: Medium |
Collaboration Tools | Minimum availability
Minimum reliability: 99% (as a percentage per month) Support priority: Medium |
Incident Management Helpdesk | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) Support priority: Medium |
Monitoring Central Services | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) Support priority: Medium |
Operations Portal | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) Support priority: Medium |
Service Registry GOCDB | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) Support priority: Medium |
Software Provisioning Infrastructure | Minimum availability
Minimum reliability: 90% (as a percentage per month) Support priority: Medium |
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. Support priority: Best effort |
Catch All Services | Support priority: Medium |
Message Broker Network | Minimum availability: 95% (as a percentage per month)
Minimum reliability: 95% (as a percentage per month) Support priority: Medium |
Operations Support | Support priority: Medium |
SAM Central Service | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) Support priority: Medium |
Security Monitoring And Related Support Tools | Minimum availability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) Support priority: Medium |
Stage Rollout | Support priority: Medium |
Security Coordination | Support priority: Medium |
Liability | Service providers not providing the requested monthly performance for one month MUST provide a service improvement plan. |