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

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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 Service''. It describes the level of service Support Units 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 SUs if 75% of the maximum response time of the level of service are over.  
+
''QoS'' stands for ''Quality of Support''. It describes the level of support provided by Support Units in GGUS&nbsp;system.  
  
= Levels of 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.
  
There are three different levels of service, each defining different [[FAQ GGUS-Waiting-For-PT-Process#Respond_to_a_ticket|response times]].  
+
= 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
  
SUs that didn't vote for any level of service explicitly are assumed to provide '''Base''' support.  
+
The defaut QoS level, if not declared differently, is '''Base'''.  
  
== Base service ==
+
== Base Level ==
  
Base service defines a response time of '''5 working days''' regardless of the ticket priority level.  
+
Base QoS level defines a response time of '''5 working days''' regardless of the ticket priority.  
  
== Medium service ==
+
== 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
 
|}
 
|}
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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, very urgent  
+
| urgent<br>
 +
| 1 working day
 +
|-
 +
| very urgent  
 
| 1 working day
 
| 1 working day
 
|-
 
|-
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|}
 
|}
  
= Who is providing which level of service =
+
= QoS level declaration<br> =
 +
 
 +
QoS level declaration can be found<br>
  
This table shows which SU is providing which QoS.
+
*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>
  
{| cellspacing="0" cellpadding="2" border="1" class="wikitable sortable"
 
|-
 
! scope="col" | Support Unit
 
! scope="col" | Product Team
 
! scope="col" | Leader
 
! scope="col" | Contact
 
! scope="col" | Level of service
 
|-
 
| GGUS
 
| GGUS
 
| Guenter Grein
 
| support AT&nbsp;ggus.org
 
| '''Advanced'''
 
|-
 
| dCache Support
 
| dCache
 
| Patrick Fuhrmann
 
| support@dcache.org
 
| '''Advanced'''
 
|-
 
| QosCosGrid
 
| QCG
 
| Tomasz Piontek
 
| piontek AT&nbsp;man.poznan.pl
 
| '''Advanced'''
 
|-
 
| CREAM-BLAH
 
| CREAM
 
| Lisa Zangrando
 
| blah-cream AT lists.infn.it
 
| '''Medium'''
 
|-
 
| EMIR
 
| EMIR<br>
 
| Shiraz Memon
 
| a.memon AT&nbsp;fz-juelich.de
 
| '''Medium'''
 
|-
 
| StoRM
 
| VOMS-StoRM
 
| Andrea Ceccanti
 
| andrea.ceccanti AT cnaf.infn.it
 
| '''Medium'''
 
|-
 
| UNICORE-Client
 
| UNICORE
 
| Bernd Schuller
 
| b.schuller AT fz-juelich.de
 
| '''Medium'''
 
|-
 
| UNICORE-Server
 
| UNICORE
 
| Bernd Schuller
 
| b.schuller AT fz-juelich.de
 
| '''Medium'''
 
|-
 
| VOMS
 
| VOMS-StoRM
 
| Andrea Ceccanti
 
| andrea.ceccanti AT cnaf.infn.it
 
| '''Medium'''
 
|-
 
| VOMS-Admin
 
| VOMS-StoRM
 
| Andrea Ceccanti
 
| andrea.ceccanti AT cnaf.infn.it
 
| '''Medium'''
 
|-
 
| EMI UI
 
| EMI Common (UI &amp; WN)
 
| Cristina Aiftimiei
 
| cristina.aiftimiei AT&nbsp;pd.infn.it
 
| '''Medium'''
 
|-
 
| EMI WN
 
| EMI Common (UI &amp; WN)
 
| Cristina Aiftimiei
 
| cristina.aiftimiei AT&nbsp;pd.infn.it
 
| '''Medium'''
 
|-
 
| gLite Security
 
| gLite security
 
| John White
 
| John.White AT cern.ch
 
| '''Medium'''
 
|-
 
| IDGF
 
| IDGF
 
| Robert Lovas
 
| Robert.Lovas AT&nbsp;sztaki.mta.hu<br>
 
| '''Medium'''
 
|-
 
| WMS
 
| WMS
 
| Marco Cecchi
 
| <br>
 
| '''Medium'''
 
|-
 
| gLite L&amp;B
 
| L&amp;B
 
| Zdenek Sustr
 
| sustr4 AT&nbsp;cesnet.cz
 
| '''Medium'''
 
|-
 
| Gridsite
 
| NGI_CZ/Metacentrum
 
| Zdenek Sustr/Miroslav Ruda
 
| sustr4 AT&nbsp;cesnet.cz
 
| '''Medium'''
 
|-
 
| Proxyrenewal
 
| NGI_CZ/Metacentrum
 
| Zdenek Sustr/Miroslav Ruda
 
| sustr4 AT&nbsp;cesnet.cz
 
| '''Medium'''
 
|-
 
| Information System Development
 
| CERN BDII
 
| Maria Alandes CERN
 
| maria.alandes.pradillo AT cern.ch
 
| '''Medium'''
 
|-
 
| APEL
 
| APEL
 
| Stuart Pullinger
 
| stuart.pullinger@stfc.ac.uk<br>
 
| '''Medium'''
 
|-
 
| Metrics Portal
 
| Metric Portal
 
| Ivan Diaz Alvarez
 
| idiaz AT&nbsp;cesga.es<br>
 
| '''Medium'''
 
|-
 
| Accounting Portal
 
| Accounting Portal
 
| Ivan Diaz Alvarez
 
| idiaz AT&nbsp;cesga.es
 
| '''Medium'''
 
|-
 
| GOC&nbsp;DB
 
| GOC DB
 
| David Meredith
 
| <br>
 
| '''Medium'''
 
|-
 
| Grid Monitoring
 
| SAM
 
| <br>
 
| <br>
 
| '''Medium'''
 
|-
 
| Operations Portal
 
| Ops Portal
 
| Cyril L'Orphelin
 
| cic-information@in2p3.fr
 
| '''Medium'''
 
|-
 
| WNoDes
 
| WNoDeS
 
| Elisabetta Ronchieri
 
|
 
elisabetta.ronchieri AT cnaf.infn.it
 
  
| '''Medium'''
+
<br>
|-
 
| Applications Database (AppDB)<br>  
 
| AppDB<br>
 
| Marios Chatziangelou<br>
 
| appdb-support AT iasa.gr <br>
 
| '''Medium'''<br>
 
|-
 
| MPI<br>
 
| <br>
 
| <br>
 
| <br>
 
| '''Medium'''<br>
 
|-
 
| DGAS<br>
 
| <br>
 
| <br>
 
| <br>
 
| '''Base'''<br>
 
|-
 
| UI WN Tarball SU<br>
 
| <br>
 
| <br>
 
| <br>
 
| '''Base'''<br>
 
|-
 
| ARC
 
| NORDUGRID-ARC
 
| Balazs Konya / Oxana Smirnova
 
| oxana.smirnova AT&nbsp;hep.lu.se
 
| '''Base'''
 
|-
 
| ARGUS
 
| ARGUS
 
| Valery Tschopp
 
| valery.tschopp AT&nbsp;switch.ch
 
| '''Base'''
 
|-
 
| DPM Development
 
| CERN Data
 
| Oliver Keeble
 
| oliver.keeble AT cern.ch
 
| '''Base'''
 
|-
 
| FTS Development
 
| CERN Data
 
| Oliver Keeble
 
| oliver.keeble AT cern.ch
 
| '''Base'''
 
|-
 
| lcg_util Development
 
| CERN Data
 
| Oliver Keeble
 
| oliver.keeble AT cern.ch
 
| '''Base'''
 
|-
 
| LFC Development
 
| CERN Data
 
| Oliver Keeble
 
| oliver.keeble AT cern.ch
 
| '''Base'''
 
|-
 
| MPI
 
| gLite MPI
 
| Enol Fernandez
 
| enolfc AT&nbsp;ifca.unican.es
 
| '''Base'''
 
|-
 
| EGCF<br>
 
| Globus IGE/EGCF
 
| Ionel Muntean<br>
 
| egcf_cb@ige-project.eu<br>
 
| '''Base'''
 
|-
 
| AMGA
 
| AMGA
 
| Soonwook Hwang
 
| <br>
 
| '''Base'''
 
|-
 
| SAGA
 
| SAGA
 
| Antony Wilson
 
| antony.wilson AT&nbsp;stfc.ac.uk
 
| '''Base'''
 
|}
 

Latest revision as of 13:04, 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