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

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= QoS levels  =
 
= QoS levels  =
  
There are three different QoS levels, each defining different [[FAQ GGUS-Waiting-For-PT-Process#Respond_to_a_ticket|response times]] for given [[FAQ_GGUS-Ticket-Priority|Ticket Priority]].  
+
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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= QoS level declaration<br>  =
 
= QoS level declaration<br>  =
  
This table shows which SU is providing which QoS.
+
QoS level declaration can be found<br>
  
<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>
  
{| 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" | QoS
 
|-
 
| 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'''
 
|-
 
| caNL
 
| caNL<br>
 
| Zdeněk Šustr
 
| <span class="go">sustr4 AT cesnet.cz</span>
 
| '''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'''
 
|-
 
| VOMRS
 
| <br>
 
| Steve Traylen<br>
 
| <span class="gI"><span class="go">steve.traylen AT cern.ch</span></span>
 
| '''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
 
| <span class="st">marco.cecchi AT cnaf.infn.it</span>
 
| '''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
 
| <span class="gI"><span class="gD">david.meredith AT stfc.ac.uk</span></span>
 
| '''Medium'''
 
|-
 
| Grid Monitoring
 
| SAM
 
| Emir Imamagic<br>
 
| eimamagi AT srce.hr<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>
 
|-
 
| Messaging
 
| <br>
 
| Paschalis Korosoglou
 
| pkoro AT&nbsp;grid.auth.gr
 
| '''Medium'''<br>
 
|-
 
| rOCCI
 
| rocci-server, rocci-core, rocci-api, and rocci-cli
 
| Zdenek Sustr<br>
 
| sustr4 AT cesnet.cz<br>
 
| '''Medium'''
 
|-
 
| Resource Allocation
 
| <br>
 
| Marcin Radecki
 
| radecki at agh.edu.pl
 
| '''Medium'''
 
|-
 
| MPI
 
| gLite MPI
 
| Enol Fernandez
 
| enolfc AT&nbsp;ifca.unican.es
 
| '''Medium'''
 
|-
 
| Gstat
 
| Gstat
 
| Asa Hsu
 
|
 
| '''Medium'''
 
|-
 
| DGAS<br>
 
| <br>
 
| Andrea Guarise
 
| andrea.guarise AT&nbsp;to.infn.it
 
| '''Base'''<br>
 
|-
 
| Perun<br>
 
| <br>
 
| Boris Parak
 
| perunv3@metacentrum.cz
 
| '''Base'''<br>
 
|-
 
| UI WN Tarball SU<br>
 
| <br>
 
| Matthew Doidge
 
| <span class="go">m.doidge AT&nbsp;lancaster.ac.uk</span>
 
| '''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'''
 
|-
 
| ARGO/SAM EGI Support
 
| <br>
 
| Christos Kanellooulos<br>
 
| skanct AT grid.auth.gr<br>
 
| '''Base'''
 
|-
 
| Data&nbsp; Management Clients Development
 
| CERN Data
 
| Oliver Keeble
 
| oliver.keeble AT cern.ch
 
| '''Base'''
 
|-
 
| LFC Development
 
| CERN Data
 
| Oliver Keeble
 
| oliver.keeble AT cern.ch
 
| '''Base'''
 
|-
 
| EGCF<br>
 
| Globus IGE/EGCF
 
| Ionel Muntean<br>
 
| egcf_cb@ige-project.eu<br>
 
| '''Base'''
 
|-
 
| AMGA
 
| AMGA
 
| Soonwook Hwang
 
| <span class="gI"><span>hwang AT kistispamnot.re.kr</span></span>
 
| '''Base'''
 
|-
 
| SAGA
 
| SAGA
 
| Antony Wilson
 
| antony.wilson AT&nbsp;stfc.ac.uk
 
| '''Base'''
 
|-
 
| gLite Yaim Core
 
| gLite Yaim Core
 
| Cristina Aiftimiei
 
| cristina.aiftimiei AT&nbsp;pd.infn.it
 
| '''Base'''
 
|-
 
| ELOG Operations
 
| <br>
 
| Stefan Roiser
 
| stefan.roiser AT cern.ch
 
| '''Base'''
 
|-
 
| LSF Utils
 
| <br>
 
| Ulrich Schwickerath
 
| batch-rota AT cern.ch
 
| '''Base'''
 
|-
 
| gLite Identity Security
 
| <br>
 
| John White
 
| john.white AT cern.ch
 
| '''Base'''
 
|-
 
| REBUS
 
| <br>
 
| Lawrence Field
 
| laurence.field AT cern.ch
 
| '''Base'''
 
|-
 
| SGE Utils
 
| <br>
 
| CESGA
 
| ge-support AT listas.cesga.es
 
| '''Best-Effort'''
 
|}
 

Latest 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