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Difference between revisions of "FAQ GGUS-QoS-Levels"

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{{GGUS-header|FAQ GGUS-PT-QoS-Levels}}
{{GGUS-header|FAQ GGUS-QoS-Levels}} {{TOC_right}}
''QoS'' stands for ''Quality of Service''. It describes the level of service middleware PTs (Product Teams) declared themselves they are willing to provide for EGI.


= Levels of service =
''QoS'' stands for ''Quality of Support''. It describes the level of support provided by Support Units in GGUS system.  
There are three different levels of service, each defining different [[FAQ_GGUS-Waiting-For-PT-Process#Respond_to_a_ticket | response times]].
* Base
* Medium
* Advanced
PTs that didn't vote for any level of service explicitly are assumed to provide '''Base''' support.


== Base service ==
<br> is impacting the ticket [[FAQ GGUS-Priority-Colour|priority colour]] in GGUS and the warnings are sent to SUs if 75% of the maximum response time of the QoS level are over.  
Base service defines a response time of '''5 working days''' regardless of the ticket priority level.


== Medium service ==
= QoS levels  =
Medium service defines a response time of '''5 working days''' for ticket priority levels '''less urgent''' and '''urgent'''.
The response times for ticket priority levels '''very urgent''' and '''top priority''' is '''1 working day'''.


== Advanced service ==
There are three different QoS levels, each defining different [[FAQ_Report_Generator_(GGUS)#Response_time|response times]] for given [[FAQ GGUS-Ticket-Priority|Ticket Priority]].
Advanced service defines a response time of '''5 working days''' for ticket priority level '''less urgent''' and a response time of '''1 working day''' for ticket priority levels '''urgent''' and '''very urgent'''.
 
The response times for ticket priority level '''top priority''' is '''4 office hours'''.
*Base
*Medium
*Advanced
 
The defaut QoS level, if not declared differently, is '''Base'''.
 
== Base Level  ==
 
Base QoS level defines a response time of '''5 working days''' regardless of the ticket priority.  
 
== Medium Level  ==


= Who is providing which level of service =
This table shows which PT is providing which QoS.
{| cellspacing="0" cellpadding="2" border="1"
{| cellspacing="0" cellpadding="2" border="1"
|-
|-
! scope="col" | Level of service
! scope="col" | Ticket Priority
! scope="col" | PT
! scope="col" | Response time
|-
|-
| Advanced
| less urgent
| ARC
| 5 working days
|-
|-
| Medium
| urgent
| CREAM-BLAH, EMIR, StoRM, UNICORE-Client, UNICORE-Server, VOMS, VOMS-Admin, dCache Support, gLite Security
| 5 working days
|-
|-
| Base
| very urgent<br>
| All the others
| 1 working day
|-
| top priority
| 1 working day
|}
|}
== Advanced service  ==
{| cellspacing="0" cellpadding="2" border="1"
|-
! scope="col" | Ticket Priority
! scope="col" | Response time
|-
| less urgent
| 5 working days
|-
| urgent<br>
| 1 working day
|-
| very urgent
| 1 working day
|-
| top priority
| 4 working hours
|}
= QoS level declaration<br>  =
QoS level declaration can be found<br>
*for [[Technology_Providers|Technology Providers]]<br>
*for [[Core_EGI_Activities|EGI Core services]]<br>
All declarations can be found [https://ggus.eu/?mode=resp_unit_info here]<br>
<br>

Revision as of 12:04, 20 February 2015

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GGUS wiki / GGUS Documentation


FAQ GGUS-QoS-Levels



QoS stands for Quality of Support. It describes the level of support provided by Support Units in GGUS system.


is impacting the ticket priority colour in GGUS and the warnings are sent to SUs if 75% of the maximum response time of the QoS level are over.

QoS levels

There are three different QoS levels, each defining different response times for given Ticket Priority.

  • Base
  • Medium
  • Advanced

The defaut QoS level, if not declared differently, is Base.

Base Level

Base QoS level defines a response time of 5 working days regardless of the ticket priority.

Medium Level

Ticket Priority Response time
less urgent 5 working days
urgent 5 working days
very urgent
1 working day
top priority 1 working day

Advanced service

Ticket Priority Response time
less urgent 5 working days
urgent
1 working day
very urgent 1 working day
top priority 4 working hours

QoS level declaration

QoS level declaration can be found

All declarations can be found here