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Difference between revisions of "EGI OLA SLA framework"

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see https://confluence.egi.eu/display/EGISLM/EGI+OLA+SLA+framework
 
<br> Crucial to EGI is the maximization of the Quality of Service provided by EGI services and experienced by an end-user. Services have to comply with a minimum set of requirements to jointly offer a reliable, secure and highly available service infrastructure. These requirements are defined by the OLA/SLA framework, which supports service management at various levels: Resource Centre (RC), Resource infrastructure Provider (RP), EGI.eu and Technology Provider.
 
<br> [[Image:OLA SLA framework.png|600px|OLA_SLA_framework.png]]
 
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The framework is comprised of agreements defining the minimum set of services and the corresponding minimum performance provided:
 
*Operational Level Agreement (OLA): An agreement between an IT Service Provider and another part of the same organisation. An OLA supports the IT Service Provider’s delivery of IT Services to Users. The OLA defines the goods or Services to be provided and the responsibilities of both parties.
*Service Level Agreement (SLA): An agreement between a Service Provider and a customer/client. The SLA describes the IT Service, documents service level targets and specifies the responsibilities of the Service Provider and the customer/client.. A single SLA may cover multiple IT Services or multiple customers/clients.
*Underpinning Agreement (UA): An agreement between an IT service provider and a third party. The third party provides goods or services that support delivery of an IT Service to a customer/client. The Underpinning Agreement defines targets and responsibilities that are required to meet agreed service level targets in one or more Service Level Agreements.
 
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= Federated Operations Service =
 
Federated Operations service brings together the operational tools, processes and people necessary to guarantee standard operation of heterogeneous infrastructures from multiple independent providers, with a lightweight central coordination. This includes, for example, the monitoring, accounting, configuration and other services required to federate service provision for access by multiple research communities. A federated environment is key to uniform service and enables cost-efficient operations, while allowing resource centres to retain responsibility of local operations.
 
Federated Operations service's components are provided by EGI.eu to NGIs according to [https://documents.egi.eu/public/ShowDocument?docid=2166 EGI.eu SLA] supported by set of [https://documents.egi.eu/public/ShowDocument?docid=2278 EGI.eu OLA ] agreed with each of EGI partners responsible for given service component.
 
= High-Throughput Computing and Cloud Computing Platform =
 
 
High-Throughput Computing and Cloud Computing Platform are computing and storage services provided to end users by Resource Centers.
 
To facilitate negotiation of resources and assure provisioning of the resources EGI is providing [http://e-grant.egi.eu e-Grant] tool designed to automatize Resource Allocation (RA) process to reach an agreement between Customer and Provider concerning the parameters and conditions of use of resources. Based on e-grant negotiation VO SLA is created with defined user specific conditions under which EGI resources are provided to EGI&nbsp;User (VO). Agreement is established between EGI.eu and VO manager. Simultaneously a set of supporting VO Operational Level Agreements (OLAs) is created between Egi.eu and Resource Center that agreed to support given VO.
 
EGI.eu acts as broker between VO and Resource Center to monitor and report resource delivery.
 
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= EGI Infrastructure =
 
To ensure production quality of EGI Infrastructure OLA/SLA framework contains 3 additional agreements:
 
== Resource Center (RC) OLA ==
 
*[https://documents.egi.eu/document/31 Resource Center (RC) OLA]
 
This agreement is defined between a Resource Centre (RC) and the respective Resource infrastructure Provider (RP), who provides the services for the federation of Resource Centres.
 
== Resource infrastructure Provider (RP) OLA ==
*[https://documents.egi.eu/document/463 Resource infrastructure Provider (RP) OLA]
 
This agreement is defined between a Resource infrastructure Provider (RP), its respective Resource Centres (RCs), and EGI.eu. The RP OLA defines the minimum services at a national level that are required to NGIs  to be part of a pan-European infrastructure.
 
== Technology Provider (TP) UA==
 
*[https://documents.egi.eu/document/2282 Technology Provider (TP) Underpinning Agreement]
 
External Technology Providers are responsible for ensuring the maintenance, evolution and support of the software components that are deployed in EGI Production infrastructure.
 
Engagement with Technology Providers is ensured via the establishment of Underpinning Agreements, whose purpose is to guarantee third level support in incident management through the EGI helpdesk system GGUS . This is particularly important to guarantee the provisioning of reliable and secure services by making sure that incidents, critical issues and vulnerabilities are handled in a timely manner.
 
 
 
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[[Category:Service_Level_Management]]

Latest revision as of 13:49, 25 August 2020