Difference between revisions of "FAQ GGUS-QoS-Levels"
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QoS level declaration
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{{GGUS-header|FAQ GGUS-QoS-Levels}} {{TOC_right}} | {{GGUS-header|FAQ GGUS-QoS-Levels}} {{TOC_right}} | ||
''QoS'' stands for ''Quality of | ''QoS'' stands for ''Quality of Support''. It describes the level of support provided by Support Units in GGUS system. | ||
<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. | |||
There are three different levels | = 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 | *Base | ||
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*Advanced | *Advanced | ||
The defaut QoS level, if not declared differently, is '''Base'''. | |||
== Base | == Base Level == | ||
Base | Base QoS level defines a response time of '''5 working days''' regardless of the ticket priority. | ||
== Medium | == 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 | | less urgent | ||
| 5 working days | |||
|- | |||
| urgent | |||
| 5 working days | | 5 working days | ||
|- | |- | ||
| very urgent | | very urgent<br> | ||
| 1 working day | |||
|- | |||
| top priority | |||
| 1 working day | | 1 working day | ||
|} | |} | ||
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{| 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 | ||
|- | |- | ||
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| 5 working days | | 5 working days | ||
|- | |- | ||
| urgent | | urgent<br> | ||
| 1 working day | |||
|- | |||
| very urgent | |||
| 1 working day | | 1 working day | ||
|- | |- | ||
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|} | |} | ||
= | = 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> | |||
<br> | All declarations can be found [https://ggus.eu/?mode=resp_unit_info here]<br> | ||
<br> | |||
Revision as of 13:04, 20 February 2015
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