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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 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.
 
= 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 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"
|-
! scope="col" | Ticket Priority
! scope="col" | Response time
|-
| less urgent
| 5 working days
|-
| urgent
| 5 working days
|-
| very urgent<br>
| 1 working day
|-
| top priority
| 1 working day
|}
 
== Advanced service  ==
 
{| cellspacing="0" cellpadding="2" border="1"
|-
! scope="col" | Ticket Priority
! scope="col" | Response time
|-
| less urgent
| 5 working days
|-
| urgent<br>
| 1 working day
|-
| very urgent
| 1 working day
|-
| top priority
| 4 working hours
|}
 
= QoS level declaration<br>  =
 
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" | 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'''
|-
| 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'''
|-
| 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'''
|-
| MPI
| gLite MPI
| Enol Fernandez
| enolfc AT&nbsp;ifca.unican.es
| '''Medium'''
|-
| 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'''
|-
| SGE Utils
| <br>
| CESGA
| ge-support AT listas.cesga.es
| '''Best-Effort'''
|-
| gLite Identity Security
| <br>
| John White
| john.white AT cern.ch
| '''Base'''
|-
| REBUS
| <br>
| Lawrence Field
| laurence.field AT cern.ch
| '''Base'''
|}

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/.