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Difference between revisions of "Instructions for centrally-provided services Service Providers"

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(Created page with "{{Template:Op menubar}} {{Template:Tools menubar}} {{TOC_right}} Category:Tools {{Template:Under_construction}} Container for instructions for EGI tools developers")
 
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{{Template:Op menubar}} {{Template:Tools menubar}} {{TOC_right}}
{{Template:Op menubar}} {{Template:Tools menubar}} {{TOC_right}}  
[[Category:Tools]]
 
{{Template:Under_construction}}
 
Container for instructions for EGI tools developers
 
#name
#Register in GOC DB under Egi.eu NGI
#EGI url
#provide support email<br>
#create GGUS&nbsp;SU
#add category in requirements RT tracker and create RT dashboard
#wiki page with '''Release schedule,&nbsp;''' '''Release notes''', '''Roadmap,&nbsp;''' '''Related OLA''',&nbsp;
#'''Test instance url'''
##declare quality of support
#define service level targets and probes
 
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To be communicated in a timely manner i.e. 24 hours before, to the Customer through the Broadcast Tool [BT]. Typical duration is up to 24 hours otherwise needs to be justified.
 
 
 
===  ===
 
https://wiki.egi.eu/wiki/MAN04_Tool_Intervention_Management
 
 
 
=== Support ===
 
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  UnhideWhenUsed="false" QFormat="true" Name="Title"/>
  <w:LsdException Locked="false" Priority="0" Name="Default Paragraph Font"/>
  <w:LsdException Locked="false" Priority="11" SemiHidden="false"
  UnhideWhenUsed="false" QFormat="true" Name="Subtitle"/>
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  UnhideWhenUsed="false" QFormat="true" Name="Strong"/>
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  UnhideWhenUsed="false" QFormat="true" Name="Emphasis"/>
  <w:LsdException Locked="false" Priority="59" SemiHidden="false"
  UnhideWhenUsed="false" Name="Table Grid"/>
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  UnhideWhenUsed="false" Name="Medium Shading 1"/>
  <w:LsdException Locked="false" Priority="64" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium Shading 2"/>
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  UnhideWhenUsed="false" Name="Medium List 1"/>
  <w:LsdException Locked="false" Priority="66" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium List 2"/>
  <w:LsdException Locked="false" Priority="67" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium Grid 1"/>
  <w:LsdException Locked="false" Priority="68" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium Grid 2"/>
  <w:LsdException Locked="false" Priority="69" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium Grid 3"/>
  <w:LsdException Locked="false" Priority="70" SemiHidden="false"
  UnhideWhenUsed="false" Name="Dark List"/>
  <w:LsdException Locked="false" Priority="71" SemiHidden="false"
  UnhideWhenUsed="false" Name="Colorful Shading"/>
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  UnhideWhenUsed="false" Name="Colorful List"/>
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  UnhideWhenUsed="false" Name="Medium List 2 Accent 1"/>
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  UnhideWhenUsed="false" Name="Medium Grid 3 Accent 1"/>
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  UnhideWhenUsed="false" Name="Colorful List Accent 1"/>
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  UnhideWhenUsed="false" Name="Colorful Grid Accent 1"/>
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  UnhideWhenUsed="false" Name="Light Shading Accent 2"/>
  <w:LsdException Locked="false" Priority="61" SemiHidden="false"
  UnhideWhenUsed="false" Name="Light List Accent 2"/>
  <w:LsdException Locked="false" Priority="62" SemiHidden="false"
  UnhideWhenUsed="false" Name="Light Grid Accent 2"/>
  <w:LsdException Locked="false" Priority="63" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium Shading 1 Accent 2"/>
  <w:LsdException Locked="false" Priority="64" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium Shading 2 Accent 2"/>
  <w:LsdException Locked="false" Priority="65" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium List 1 Accent 2"/>
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  UnhideWhenUsed="false" Name="Colorful Grid Accent 2"/>
  <w:LsdException Locked="false" Priority="60" SemiHidden="false"
  UnhideWhenUsed="false" Name="Light Shading Accent 3"/>
  <w:LsdException Locked="false" Priority="61" SemiHidden="false"
  UnhideWhenUsed="false" Name="Light List Accent 3"/>
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  UnhideWhenUsed="false" Name="Light Grid Accent 3"/>
  <w:LsdException Locked="false" Priority="63" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium Shading 1 Accent 3"/>
  <w:LsdException Locked="false" Priority="64" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium Shading 2 Accent 3"/>
  <w:LsdException Locked="false" Priority="65" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium List 1 Accent 3"/>
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  UnhideWhenUsed="false" Name="Medium List 2 Accent 3"/>
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  UnhideWhenUsed="false" Name="Colorful Grid Accent 3"/>
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  UnhideWhenUsed="false" Name="Light Grid Accent 4"/>
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  UnhideWhenUsed="false" Name="Medium Shading 1 Accent 4"/>
  <w:LsdException Locked="false" Priority="64" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium Shading 2 Accent 4"/>
  <w:LsdException Locked="false" Priority="65" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium List 1 Accent 4"/>
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  UnhideWhenUsed="false" Name="Medium Grid 3 Accent 4"/>
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  UnhideWhenUsed="false" Name="Dark List Accent 4"/>
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  UnhideWhenUsed="false" Name="Colorful Shading Accent 4"/>
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  UnhideWhenUsed="false" Name="Colorful List Accent 4"/>
  <w:LsdException Locked="false" Priority="73" SemiHidden="false"
  UnhideWhenUsed="false" Name="Colorful Grid Accent 4"/>
  <w:LsdException Locked="false" Priority="60" SemiHidden="false"
  UnhideWhenUsed="false" Name="Light Shading Accent 5"/>
  <w:LsdException Locked="false" Priority="61" SemiHidden="false"
  UnhideWhenUsed="false" Name="Light List Accent 5"/>
  <w:LsdException Locked="false" Priority="62" SemiHidden="false"
  UnhideWhenUsed="false" Name="Light Grid Accent 5"/>
  <w:LsdException Locked="false" Priority="63" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium Shading 1 Accent 5"/>
  <w:LsdException Locked="false" Priority="64" SemiHidden="false"
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  UnhideWhenUsed="false" Name="Medium Grid 2 Accent 5"/>
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  UnhideWhenUsed="false" Name="Medium Grid 3 Accent 5"/>
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  UnhideWhenUsed="false" Name="Dark List Accent 5"/>
  <w:LsdException Locked="false" Priority="71" SemiHidden="false"
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  <w:LsdException Locked="false" Priority="72" SemiHidden="false"
  UnhideWhenUsed="false" Name="Colorful List Accent 5"/>
  <w:LsdException Locked="false" Priority="73" SemiHidden="false"
  UnhideWhenUsed="false" Name="Colorful Grid Accent 5"/>
  <w:LsdException Locked="false" Priority="60" SemiHidden="false"
  UnhideWhenUsed="false" Name="Light Shading Accent 6"/>
  <w:LsdException Locked="false" Priority="61" SemiHidden="false"
  UnhideWhenUsed="false" Name="Light List Accent 6"/>
  <w:LsdException Locked="false" Priority="62" SemiHidden="false"
  UnhideWhenUsed="false" Name="Light Grid Accent 6"/>
  <w:LsdException Locked="false" Priority="63" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium Shading 1 Accent 6"/>
  <w:LsdException Locked="false" Priority="64" SemiHidden="false"
  UnhideWhenUsed="false" Name="Medium Shading 2 Accent 6"/>
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  UnhideWhenUsed="false" Name="Medium List 1 Accent 6"/>
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  UnhideWhenUsed="false" Name="Medium List 2 Accent 6"/>
  <w:LsdException Locked="false" Priority="67" SemiHidden="false"
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  UnhideWhenUsed="false" Name="Colorful List Accent 6"/>
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  UnhideWhenUsed="false" Name="Colorful Grid Accent 6"/>
  <w:LsdException Locked="false" Priority="19" SemiHidden="false"
  UnhideWhenUsed="false" QFormat="true" Name="Subtle Emphasis"/>
  <w:LsdException Locked="false" Priority="21" SemiHidden="false"
  UnhideWhenUsed="false" QFormat="true" Name="Intense Emphasis"/>
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  UnhideWhenUsed="false" QFormat="true" Name="Subtle Reference"/>
  <w:LsdException Locked="false" Priority="32" SemiHidden="false"
  UnhideWhenUsed="false" QFormat="true" Name="Intense Reference"/>
  <w:LsdException Locked="false" Priority="33" SemiHidden="false"
  UnhideWhenUsed="false" QFormat="true" Name="Book Title"/>
  <w:LsdException Locked="false" Priority="37" Name="Bibliography"/>
  <w:LsdException Locked="false" Priority="39" QFormat="true" Name="TOC Heading"/>
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<style>
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-parent:"";
mso-padding-alt:0cm 5.4pt 0cm 5.4pt;
mso-para-margin:0cm;
mso-para-margin-bottom:.0001pt;
mso-pagination:widow-orphan;
font-size:10.0pt;
font-family:"Open Sans";
mso-bidi-font-family:Cambria;}
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<![endif]-->
*<span style="mso-bidi-font-family:
    &quot;Open Sans"">Monday and Friday</span>
*<span style="mso-bidi-font-family:
    &quot;Open Sans"">8 h per day</span>
Support is provided via the GGUS portal [GGUS], which is the single point of contact for infrastructure users to access the EGI Service Desk. The EGI Service Desk within GGUS is organized in Support Units. Every Support Unit is responsible for one or more services. The number and definition of the EGI Support Units in GGUS is not regulated by this OLA and can change at any time to fulfil the EGI Incident and Problem Management requirements.
 
==== Incident handling ====
 
quality of support
 
 
 
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<w:WordDocument>
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  <w:BreakWrappedTables/>
  <w:SnapToGridInCell/>
  <w:WrapTextWithPunct/>
  <w:UseAsianBreakRules/>
  <w:DontGrowAutofit/>
  <w:SplitPgBreakAndParaMark/>
  <w:EnableOpenTypeKerning/>
  <w:DontFlipMirrorIndents/>
  <w:OverrideTableStyleHps/>
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  <m:mathPr>
  <m:mathFont m:val="Cambria Math"/>
  <m:brkBin m:val="before"/>
  <m:brkBinSub m:val="&#45;-"/>
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  <m:defJc m:val="centerGroup"/>
  <m:wrapIndent m:val="1440"/>
  <m:intLim m:val="subSup"/>
  <m:naryLim m:val="undOvr"/>
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  UnhideWhenUsed="false" Name="Colorful List"/>
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  UnhideWhenUsed="false" Name="Light Grid Accent 1"/>
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  UnhideWhenUsed="false" Name="Colorful Grid Accent 1"/>
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=== Limitations and constraints ===
 
<br>The provisioning of the service under the agreed service level targets is subject to the following limitations and constraints:<br>•&nbsp;&nbsp;&nbsp; Support is provided in following language: English<br>•&nbsp;&nbsp;&nbsp; Failures in the normal operation of the service caused by failures in Federated Operations service components are not considered OLA violations. <br>•&nbsp;&nbsp;&nbsp; Failures caused by EGI DNS service interruptions are not considered OLA violations.<br>•&nbsp;&nbsp;&nbsp; Downtimes caused due to upgrades for fixing critical security issues are not considered OLA violations.<br>•&nbsp;&nbsp;&nbsp; Force Majeure. A party shall not be liable for any failure of or delay in the performance of this Agreement for the period that such failure or delay is due to causes beyond its reasonable control, including but not limited to acts of God, war, strikes or labor disputes, embargoes, government orders or any other force majeure event.<br>
 
=== Security ===
 
The following rules for information security and data protection apply:<br>•&nbsp;&nbsp;&nbsp; The Provider must define and abide by an information security and data <br>protection policy related to the service being provided. <br>•&nbsp;&nbsp;&nbsp; This must meet all requirements of any relevant EGI policies or procedures [POL] and also must be compliant with the relevant national legislation.<br><br>
 
 
 


{{Template:Under_construction}}


Container for instructions for EGI tools developers
[[Category:Tools]]

Revision as of 12:47, 18 November 2014

Main EGI.eu operations services Support Documentation Tools Activities Performance Technology Catch-all Services Resource Allocation Security


Tools menu: • Main page • Instructions for developers • AAI Proxy • Accounting Portal • Accounting Repository • AppDB • ARGO • GGUS • GOCDB
• Message brokers • Licenses • OTAGs • Operations Portal • Perun • EGI Collaboration tools • LToS • EGI Workload Manager



Baustelle.png This page is under construction.


Container for instructions for EGI tools developers

  1. name
  2. Register in GOC DB under Egi.eu NGI
  3. EGI url
  4. provide support email
  5. create GGUS SU
  6. add category in requirements RT tracker and create RT dashboard
  7. wiki page with Release schedule,  Release notes, Roadmap,  Related OLA, 
  8. Test instance url
    1. declare quality of support
  9. define service level targets and probes


Planned maintenance windows or interruptions

To be communicated in a timely manner i.e. 24 hours before, to the Customer through the Broadcast Tool [BT]. Typical duration is up to 24 hours otherwise needs to be justified.


https://wiki.egi.eu/wiki/MAN04_Tool_Intervention_Management


Support

  • Monday and Friday
  • 8 h per day

Support is provided via the GGUS portal [GGUS], which is the single point of contact for infrastructure users to access the EGI Service Desk. The EGI Service Desk within GGUS is organized in Support Units. Every Support Unit is responsible for one or more services. The number and definition of the EGI Support Units in GGUS is not regulated by this OLA and can change at any time to fulfil the EGI Incident and Problem Management requirements.

Incident handling

quality of support



Limitations and constraints


The provisioning of the service under the agreed service level targets is subject to the following limitations and constraints:
•    Support is provided in following language: English
•    Failures in the normal operation of the service caused by failures in Federated Operations service components are not considered OLA violations.
•    Failures caused by EGI DNS service interruptions are not considered OLA violations.
•    Downtimes caused due to upgrades for fixing critical security issues are not considered OLA violations.
•    Force Majeure. A party shall not be liable for any failure of or delay in the performance of this Agreement for the period that such failure or delay is due to causes beyond its reasonable control, including but not limited to acts of God, war, strikes or labor disputes, embargoes, government orders or any other force majeure event.

Security

The following rules for information security and data protection apply:
•    The Provider must define and abide by an information security and data
protection policy related to the service being provided.
•    This must meet all requirements of any relevant EGI policies or procedures [POL] and also must be compliant with the relevant national legislation.

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