Difference between revisions of "SLM EGI.eu OLA Service Levels"
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(Created page with "{{Template:Op menubar}} Category:Service Level Management This page provides information on the current service levels provided by the Resource infrastructure Provider. As o...") |
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{{Template:Op menubar}} | {{Template:Op menubar}} This page provides information on the current service levels provided by the EGI.eu. | ||
This page provides information on the current service levels provided by the | |||
It is mandatory that services operated by EGI.eu provide a minimum monthly Availability/Reliability as specified below (see the [https://documents.egi.eu/document/1093 EGI.eu Operational Level Agreement]). | |||
Availability/Reliability EGI.eu reports are under development. | |||
{| class="wiki table" | |||
|- | |||
! scope="col" | Type of service | |||
! scope="col" | Service | |||
! scope="col" | Service Target | |||
|- | |||
| rowspan="3" | '''Consulting and Support <br> <br> <br>''' | |||
| 1st , 2nd and 3rd Level Support | |||
| Top priority: immediate within support hours | |||
Very urgent: within 8 support hours | |||
Urgent: within 16 support hours | |||
Less Urgent: within 40 support hours | |||
|- | |||
| Grid Oversight | |||
| 1 hour response time within the support hours | |||
|- | |||
| Central EGI helpdesk | |||
| Availability/Reliability: 99%/99% | |||
|- | |||
| '''Software | |||
| Repository of validated software | |||
| Availability/Reliability: | |||
Repository frontend: 90% / 99% | |||
Repository backend: 90% / 99% | |||
|- | |||
| rowspan="7" | '''Operations Tools and Services '''<br> <br> <br> <br> <br> <br> <br> | |||
| Service Availability Monitoring (SAM) central service | |||
| Availability/Reliability: 95%/99% | |||
|- | |||
| Operational Tools and Meta-service Monitoring (Ops-Monitor) | |||
| Availability/Reliability: 99%/99% | |||
|- | |||
| Operations Portal | |||
| Availability/Reliability: 99%/99% | |||
|- | |||
| Accounting Portal and database | |||
| Availability/Reliability: | |||
Repository: 99%/99% | |||
Accounting Portal: 99%/99% | |||
|- | |- | ||
| | | GOCDB | ||
| 99% | | Availability/Reliability: 99%/99% | ||
|- | |- | ||
| | | Security monitoring tools | ||
| | | Availability/Reliability: 99%/99% | ||
|- | |- | ||
|''' | | Grid Services for RC certification | ||
| | | Availability/Reliability: 99%/99% | ||
|- | |||
| rowspan="3" | '''Grid Services '''<br> <br> <br> | |||
| Virtual Organisation Management | |||
| Availability/Reliability: 99%/99% | |||
|- | |||
| Workload Management | |||
| Availability/Reliability: 99%/99% | |||
|- | |||
| Information Discovery | |||
| Availability/Reliability: 99%/99% | |||
|} | |} | ||
<br> | |||
<br> | |||
{| cellspacing="0" cellpadding="5" border="1" align="center" | |||
|- | |||
| '''Liability''' | |||
| Service providers not providing the requested monthly performance for one month MUST provide a service improvement plan. | |||
|} | |||
[[Category:Service_Level_Management]] |
Revision as of 13:04, 11 March 2013
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 Operational Level Agreement).
Availability/Reliability EGI.eu reports are under development.
Type of service | Service | Service Target |
---|---|---|
Consulting and Support |
1st , 2nd and 3rd Level Support | Top priority: immediate within support hours
Very urgent: within 8 support hours Urgent: within 16 support hours Less Urgent: within 40 support hours |
Grid Oversight | 1 hour response time within the support hours | |
Central EGI helpdesk | Availability/Reliability: 99%/99% | |
Software | Repository of validated software | Availability/Reliability:
Repository frontend: 90% / 99% Repository backend: 90% / 99% |
Operations Tools and Services |
Service Availability Monitoring (SAM) central service | Availability/Reliability: 95%/99% |
Operational Tools and Meta-service Monitoring (Ops-Monitor) | Availability/Reliability: 99%/99% | |
Operations Portal | Availability/Reliability: 99%/99% | |
Accounting Portal and database | Availability/Reliability:
Repository: 99%/99% Accounting Portal: 99%/99% | |
GOCDB | Availability/Reliability: 99%/99% | |
Security monitoring tools | Availability/Reliability: 99%/99% | |
Grid Services for RC certification | Availability/Reliability: 99%/99% | |
Grid Services |
Virtual Organisation Management | Availability/Reliability: 99%/99% |
Workload Management | Availability/Reliability: 99%/99% | |
Information Discovery | Availability/Reliability: 99%/99% |
Liability | Service providers not providing the requested monthly performance for one month MUST provide a service improvement plan. |