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Difference between revisions of "EGI Service OLA and UA guide"

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see https://confluence.egi.eu/display/EGISLM/EGI+Service+OLA+and+UA+guide
 
<br>
 
= Purpose  =
 
The purpose of EGI Service OLA/UA is to create a reliable, trust-based communication channel between the EGI Foundation and the providers to agree on the services, their levels and the types of support.
 
OLAs/UAs are not legal contracts but, as agreements, they outline the clear intentions to collaborate and support research.
 
EGI Foundation is interested in:
 
*platforms which facilitate provisioning of high quality EGI Infrastructure
*platforms which serves and support EGI Communities research
 
= Benefits  =
 
== For EGI provider (EGI council members)  ==
 
*Recognition and greater visibility
**entry in EGI Catalogue
**entry in EGI Marketplace (for requestable services)
*Centralized monitoring system
*Opportunities for operation's cost sharing through projects or EGI membership fees
*Improvement of communication with the customers through centralized EGI Helpdesk system<br>
 
== For EGI supplier (EGI participant or EGI partner)  ==
 
*Recognition and greater visibility
**entry in EGI Marketplace (for requestable services)
**EGI Foundation acknowledges the provider for supporting EGI infrastructure
*Centralized monitoring system
*Improvement of communication with the customers through centralized EGI Helpdesk system
*Possible SLA for underling resources
 
== For EGI Foundation  ==
 
*Clarity of expectations and responsibilities
*Mature partnership with platform providers
*Providing value to EGI Community through high quality platforms
*Ensuring a foundation of a control process to what is being delivered in the EGI Federation
 
= Requirements  =
 
{| class="wikitable"
|-
!
! '''EGI Provider'''
! '''EGI Supplier'''
|-
| '''Registration in EGI service registry'''
| yes
| yes
|-
| '''Support through EGI Helpdesk'''
| yes
| yes if EGI services relies on the service
|-
| '''Interoperability with EGI services'''
| yes
| yes
|-
| '''Agreement on access rules and policies'''
| yes
| yes
|-
| '''Acceptance of EGI monitoring'''
| yes
| yes
|-
| '''Service performance report'''
| yes
| yes
|-
| '''Platform Service report (no. users)'''
| yes
| yes if EGI services relies on the service
|-
| '''Acknowledgement'''
| EGI Foundation by Provider
|
*Provider by EGI Foundation fo supporting EGI infrastructure/community&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
*EGI Foundation by Provider if relies on EGI service
 
|}
 
= Required information to start  =
 
The Provider should provide following information:
 
*Provider contact: person (and email address) who will agree on OLA
*Start date: stat date of service to be delivered
*End date: end date of service to be delivered
*Platform description:
**Short description for Customers
**Url link
**License
**Technology provider
**Operations provider
**Technical activities
**Coordination activities
**Operation activities
**Maintenance activities
*Service Targets
**[[Service Level Target - Availability Reliability|Availability&nbsp;%]]
**[[Service Level Target - Availability Reliability|Reliability&nbsp;%]]
**[[Service Level Target - Quality of Support|Quality of Support levels]]
 
= Reporting  =
 
Following reports are required for the agreements:
 
{| class="wikitable"
|-
| '''Report title'''
| '''Contents'''
| '''When'''
| '''From'''
| '''To'''
| '''Frequency'''
|-
| Services Performance Report
| The document provides the overall assessment of service performance (per month) and Service target performance achieved given period.
| if part of EGI Catalogue
| EGI provider
| EGI Foundation
| Every six months
|-
| Platform Service report
| The document provides usage records (resources used, users) of the provider service during given period
| if part of EGI Catalogue or <br>provider runs a service on top of EGI Resources
| EGI provider
| EGI Foundation
| Yearly and with the Agreement ending
|-
| Scientific Publications report
| The document provides list of scientific publications benefiting from the Service.
| if provider runs a service on top of EGI Resources
| EGI provider or EGI supplier
| EGI Foundation
| Yearly and with the Agreement ending
|}
 
All reports shall follow predefined [https://documents.egi.eu/public/ShowDocument?docid=2748 templates].

Latest revision as of 13:38, 25 August 2020