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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}}  
 
{{DeprecatedAndMovedTo|new_location=https://docs.egi.eu/internal/helpdesk/features/quality-of-support-levels/}}
''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.
 
= Levels of service  =
 
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
 
SUs that didn't vote for any level of service explicitly are assumed to provide '''Base''' support.
 
== Base service  ==
 
Base service defines a response time of '''5 working days''' regardless of the ticket priority level.
 
== Medium service  ==
 
{| cellspacing="0" cellpadding="2" border="1"
|-
! scope="col" | Priority
! scope="col" | Response time
|-
| less urgent, urgent
| 5 working days
|-
| very urgent, top priority
| 1 working day
|}
 
== Advanced service  ==
 
{| cellspacing="0" cellpadding="2" border="1"
|-
! scope="col" | Priority
! scope="col" | Response time
|-
| less urgent
| 5 working days
|-
| urgent, very urgent
| 1 working day
|-
| top priority
| 4 working hours
|}
 
= Who is providing which level of service  =
 
This table shows which SU is providing which QoS.
 
<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'''
|-
| 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'''
|-
| dCache Support
| dCache
| Patrick Fuhrmann
| support@dcache.org
| '''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'''
|-
| QosCosGrid
| QCG
| Tomasz Piontek
| piontek AT&nbsp;man.poznan.pl
| '''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'''
|-
| 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
| '''Not defined'''
|-
| WNoDes
| WNoDeS
| Elisabetta Ronchieri
|
elisabetta.ronchieri AT cnaf.infn.it
 
| '''Not defined'''
|}

Latest revision as of 11:44, 11 March 2022

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FAQ GGUS-QoS-Levels


Alert.png This article is Deprecated and has been moved to https://docs.egi.eu/internal/helpdesk/features/quality-of-support-levels/.