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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.  
[[Category:Service Level Management]]
This page provides information on the current service levels provided by the Resource infrastructure Provider.


As of January 2012, it is mandatory that top-BDII services operated by NGIs provide a minimum availability of 99% (see the [https://documents.egi.eu/document/463 RP Operational Level Agreement] and its [[Resource_infrastructure_Provider_OLA:_Release_Notes|Release Notes]] for details). Availability/Reliability NGI reports are distributed monthly.
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
| &nbsp;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
| &nbsp;1 hour response time within the support hours
|-
| Central EGI helpdesk
| &nbsp;Availability/Reliability: 99%/99%
|-
| '''Software
| Repository of validated software
| &nbsp;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
| &nbsp;Availability/Reliability: 95%/99%
|-
| Operational Tools and Meta-service Monitoring (Ops-Monitor)
| &nbsp;Availability/Reliability: 99%/99%
|-
| Operations Portal
| &nbsp;Availability/Reliability: 99%/99%
|-
| Accounting Portal and database
| &nbsp;Availability/Reliability:
Repository: 99%/99%
 
Accounting Portal: 99%/99%


Note: Service Level Targets specified below will come into force as of January 2011.
{| border="1" cellspacing="0" cellpadding="5" align="center"
| '''minimum top-BDII Availability'''
| 99%, profile [http://grid-monitoring.cern.ch/myegi/sam-pi/metrics_in_profiles?vo_name=ops&profile_name=ROC ROC]
|-
|-
| '''minimum top-BDII Reliability'''
| GOCDB
| 99%, profile [http://grid-monitoring.cern.ch/myegi/sam-pi/metrics_in_profiles?vo_name=ops&profile_name=ROC ROC]
| &nbsp;Availability/Reliability: 99%/99%
|-
|-
|'''[[Grid_operations_oversight/ROD_performance_index|maximum ROD Performance Index]]'''
| Security monitoring tools
| 10
| &nbsp;Availability/Reliability: 99%/99%
|-
|-
|'''Liability'''
| Grid Services for RC certification
|Resource infrastructure Providers not providing the requested monthly performance for one month MUST provide a service improvement plan.
| &nbsp;Availability/Reliability: 99%/99%
|-
| rowspan="3" | '''Grid Services '''<br> <br> <br>
| Virtual Organisation Management
| &nbsp;Availability/Reliability: 99%/99%
|-
| Workload Management
| &nbsp;Availability/Reliability: 99%/99%
|-
| Information Discovery
| &nbsp;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.