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.
Difference between revisions of "SLM EGI.eu OLA Service Levels"
Jump to navigation
Jump to search
| Line 1: | Line 1: | ||
{{Template:Op menubar}} This page provides information on the current service levels provided by the EGI.eu. | {{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 minimum monthly Availability/Reliability as specified below (see the [https://documents.egi.eu/document/1093 EGI.eu Operational Level Agreement]). | 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]). | ||
| Line 5: | Line 7: | ||
Availability/Reliability EGI.eu reports are under development. | Availability/Reliability EGI.eu reports are under development. | ||
{| class=" | {| class="wikitable" | ||
|- | |- | ||
! scope="col" | Type of service | ! scope="col" | Type of service | ||
| Line 11: | Line 13: | ||
! scope="col" | Service Target | ! scope="col" | Service Target | ||
|- | |- | ||
| rowspan="3" | '''Consulting and Support <br> <br> <br>''' | | rowspan="3" | '''Consulting and Support <br> <br> <br>''' | ||
| 1st , 2nd and 3rd Level Support | | 1st , 2nd and 3rd Level Support | ||
| Top priority: immediate within support hours | | Top priority: immediate within support hours | ||
| Line 27: | Line 29: | ||
| Availability/Reliability: 99%/99% | | Availability/Reliability: 99%/99% | ||
|- | |- | ||
| '''Software | | '''Software''' | ||
| Repository of validated software | | Repository of validated software | ||
| Availability/Reliability: | | Availability/Reliability: | ||
| Line 35: | Line 37: | ||
|- | |- | ||
| rowspan="7" | '''Operations Tools and Services '''<br> <br> <br> <br> <br> <br> <br> | | rowspan="7" | '''Operations Tools and Services '''<br> <br> <br> <br> <br> <br> <br> | ||
| Service Availability Monitoring (SAM) central service | | Service Availability Monitoring (SAM) central service | ||
| Availability/Reliability: 95%/99% | | Availability/Reliability: 95%/99% | ||
| Line 61: | Line 63: | ||
| Availability/Reliability: 99%/99% | | Availability/Reliability: 99%/99% | ||
|- | |- | ||
| rowspan="3" | '''Grid Services '''<br> <br> <br> | | rowspan="3" | '''Grid Services '''<br> <br> <br> | ||
| Virtual Organisation Management | | Virtual Organisation Management | ||
| Availability/Reliability: 99%/99% | | Availability/Reliability: 99%/99% | ||
Revision as of 14:04, 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. |