Difference between revisions of "EGI Service OLA and UA guide"
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=Required information to start= | = Required information to start = | ||
The Provider should provide following information: | The Provider should provide following information: | ||
*Provider contact: person (and email address) who will agree on OLA | *Provider contact: person (and email address) who will agree on OLA | ||
*Start date: stat date of service to be delivered | *Start date: stat date of service to be delivered | ||
*End date: end date of service to be delivered | *End date: end date of service to be delivered | ||
*Platform description: | *Platform description: | ||
** Short description for Customers | **Short description for Customers | ||
** Url link | **Url link | ||
** License | **License | ||
** Technology provider | **Technology provider | ||
** Operations provider | **Operations provider | ||
** Technical activities | **Technical activities | ||
** Coordination activities | **Coordination activities | ||
** Operation activities | **Operation activities | ||
** Maintenance activities | **Maintenance activities | ||
*Service Targets | *Service Targets | ||
** Availability % | **[[Service Level Target - Availability Reliability|Availability %]] | ||
** Reliability % | **[[Service Level Target - Availability Reliability|Reliability %]] | ||
** Quality of Support levels | **[[Service Level Target - Quality of Support|Quality of Support levels]] | ||
= Reporting = | |||
Following reports are required for the agreements: | |||
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Revision as of 15:23, 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
Reporting
Following reports are required for the agreements: