SLM EGI.eu Federated Operations SLA Service Levels
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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: 97% (as a percentage per month) 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
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
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: Base |
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. |