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Difference between revisions of "EGI OLA SLA framework"
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<br> EGI 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 and Technology Provider. | <br> EGI 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 and Technology Provider. | ||
<br> [[Image:OLA SLA framework.png|600px|OLA_SLA_framework.png]] | <br> [[Image:OLA SLA framework.png|center|600px|OLA_SLA_framework.png]] | ||
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[[Category:Service_Level_Management]] | [[Category:Service_Level_Management]] | ||
Revision as of 14:41, 5 January 2017
| Main | EGI.eu operations services | Support | Documentation | Tools | Activities | Performance | Technology | Catch-all Services | Resource Allocation | Security |
| EGI OLA/SLA/UA framework: | EGI OLA SLA framework • | EGI OLA SLA status • | Metric Definitions • | RC performance • | RP performance • | EGI services performance • |
EGI 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 and Technology Provider.
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.