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.
Instructions for centrally-provided services Service Providers
| 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 |
 This page is under construction.
|
Container for instructions for EGI tools developers
- name
- Register in GOC DB under Egi.eu NGI
- EGI url
- provide support email
- create GGUS SU
- add category in requirements RT tracker and create RT dashboard
- wiki page with Release schedule, Release notes, Roadmap, Related OLA,
- Test instance url
- declare quality of support
- 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.