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Difference between revisions of "SLM EGI.eu Federated Operations SLA Service Levels"

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(Created page with "{{Template:Op menubar}} This page provides information on the current service levels provided by the EGI.eu. It is mandatory that services operated by EGI.eu provide a minimu...")
 
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<span style="mso-bidi-font-family:&quot;Open Sans"">Overall
<span>Overall
service</span><span style="mso-bookmark:OLE_LINK53"><span style="mso-bookmark:OLE_LINK54"><span style="font-size:11.0pt;font-family:&quot;Open Sans";mso-fareast-font-family:"Times New Roman";
service</span><span style="mso-bookmark:OLE_LINK53"><span style="mso-bookmark:OLE_LINK54"><span> (unless
mso-ansi-language:EN-GB;mso-fareast-language:EN-US;mso-bidi-language:AR-SA"> (unless
identified separately below)</span></span></span> <!--[if gte mso 9]><xml>
identified separately below)</span></span></span>
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<![endif]-->'''Minimum availability:''' 97% (as a percentage per month)
'''Minimum reliability:''' 98% (as a percentage per month)<br>


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Revision as of 15:58, 29 August 2014

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



This page provides information on the current service levels provided by the EGI.eu.

It is mandatory that services operated by EGI.eu provide a minimum monthly Availability/Reliability as specified below   (see the EGI.eu Federated Operations Service Level Agreement).

Quality of Support (QoS) levels are definition.


Service Targets

Overall service (unless identified separately below)

Minimum availability:

Minimum reliability: 98% (as a percentage per month)

1st Level Support Maximum response: 1 working hour
2nd Level Support QoS level: Advanced
Accounting Portal Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Metrics Portal

Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Best effort

Accounting Repository Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level:Medium

Collaboration Tools Minimum availability
  1. DNS: 96% (as a percentage per month)
  2. Other: 87% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Incident Management Helpdesk Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Monitoring Central Services Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Operations Portal Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Service Registry GOCDB Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Software Provisioning Infrastructure Minimum availability
  1. UMD repositories, web front-end, the community repository: 87% (as a percentage per month)
  2. The other components: 72% (as a percentage per month)

Minimum reliability: 87% (as a percentage per month)

QoS level: Medium

Acceptance Criteria Incremental definition: New document version is produced every year, following two public drafts.

Verification of acceptance criteria: The verification activities must support the UMD releases. The estimated number of products to verify in one year is 200 PPA.

QoS level: Best effort

Catch All Services QoS level: Medium
Message Broker Network Minimum availability: 92% (as a percentage per month)

Minimum reliability: 92% (as a percentage per month)

QoS level: Medium

Operations Support QoS level: Medium
SAM Central Service Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Security Monitoring And Related Support Tools Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Stage Rollout QoS level: Medium
Security Coordination QoS level: Medium



Liability Service providers not providing the requested monthly performance for one month MUST provide a service improvement plan.
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