Alert.png The wiki is deprecated and due to be decommissioned by the end of September 2022.
The content is being migrated to other supports, new updates will be ignored and lost.
If needed you can get in touch with EGI SDIS team using operations @ egi.eu.

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

From EGIWiki
Jump to navigation Jump to search
imported>Krakow
(No difference)

Revision as of 12:04, 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