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EGI Service OLA and UA guide

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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
  • Provider by EGI Foundation fo supporting EGI infrastructure/community     
  • 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

Reporting

Following reports are required for the agreements: