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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.<br>
The level of service is impacting the ticket [[FAQ_GGUS-Priority-Colour | priority colour]] in GGUS and the warnings sent to PTs if 75% of the response times are over.


= Levels of service =
''QoS'' stands for ''Quality of Support''. It describes the level of support provided by Support Units in GGUS&nbsp;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  =
 
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]].
 
*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  ==


{| cellspacing="0" cellpadding="2" border="1"
{| cellspacing="0" cellpadding="2" border="1"
|-
|-
! scope="col" | Priority
! scope="col" | Ticket Priority  
! scope="col" | Response time
! scope="col" | Response time
|-
|-
| less urgent, urgent
| less urgent  
| 5 working days
|-
| urgent  
| 5 working days
| 5 working days
|-
|-
| very urgent, top priority
| very urgent<br>
| 1 working day
|-
| top priority  
| 1 working day
| 1 working day
|}
|}


== Advanced service ==
== Advanced service ==


{| cellspacing="0" cellpadding="2" border="1"
{| cellspacing="0" cellpadding="2" border="1"
|-
|-
! scope="col" | Priority
! scope="col" | Ticket Priority  
! scope="col" | Response time
! scope="col" | Response time
|-
|-
| less urgent
| less urgent  
| 5 working days
| 5 working days
|-
|-
| urgent, very urgent
| urgent<br>
| 1 working day
| 1 working day
|-
|-
| top priority
| very urgent
| 1 working day
|-
| top priority  
| 4 working hours
| 4 working hours
|}
|}


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

Revision as of 13:04, 20 February 2015

GGUS-logo.jpg


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



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