Difference between revisions of "EGI Service OLA and UA guide"
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|- | |- | ||
| | | | ||
| '''EGI Provider''' | | '''EGI Provider''' | ||
| '''EGI Supplier''' | | '''EGI Supplier''' | ||
|- | |- | ||
| '''Registration in EGI service registry''' | | '''Registration in EGI service registry''' | ||
| yes | | yes | ||
| yes | | yes | ||
|- | |- | ||
| '''Support through EGI Helpdesk''' | | '''Support through EGI Helpdesk''' | ||
| yes | | yes | ||
| yes if EGI services relies on the service | | yes if EGI services relies on the service | ||
|- | |- | ||
| '''Interoperability with EGI services''' | | '''Interoperability with EGI services''' | ||
| yes | | yes | ||
| yes | | yes | ||
|- | |- | ||
| '''Agreement on access rules and policies''' | | '''Agreement on access rules and policies''' | ||
| yes | | yes | ||
| yes | | yes | ||
|- | |- | ||
| '''Acceptance of EGI monitoring''' | | '''Acceptance of EGI monitoring''' | ||
| yes | | yes | ||
| yes | | yes | ||
|- | |- | ||
| '''Service performance report''' | | '''Service performance report''' | ||
| yes | | yes | ||
| yes | | yes | ||
|- | |- | ||
| '''Platform Service report (no. users)''' | | '''Platform Service report (no. users)''' | ||
| yes | | yes | ||
| yes if EGI services relies on the service | | yes if EGI services relies on the service | ||
|- | |- | ||
| '''Acknowledgement''' | | '''Acknowledgement''' | ||
| EGI Foundation by Provider | | EGI Foundation by Provider | ||
| | | | ||
*Provider by EGI Foundation fo supporting EGI infrastructure/community | *Provider by EGI Foundation fo supporting EGI infrastructure/community | ||
Line 85: | Line 85: | ||
|} | |} | ||
=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 | |||
** Availability % | |||
** Reliability % | |||
** Quality of Support levels |
Revision as of 15:21, 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 • |
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
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
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 |
|
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
- Availability %
- Reliability %
- Quality of Support levels