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Difference between revisions of "SLM EGI.eu OLA Service Levels"

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{{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]).  
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Availability/Reliability EGI.eu reports are under development.  
Availability/Reliability EGI.eu reports are under development.  


{| class="wiki table"
{| class="wikitable"
|-
|-
! scope="col" | Type of service  
! scope="col" | Type of service  
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! 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  
| &nbsp;Top priority: immediate within support hours  
| &nbsp;Top priority: immediate within support hours  
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| &nbsp;Availability/Reliability: 99%/99%
| &nbsp;Availability/Reliability: 99%/99%
|-
|-
| '''Software  
| '''Software'''
| Repository of validated software  
| Repository of validated software  
| &nbsp;Availability/Reliability:  
| &nbsp;Availability/Reliability:  
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|-
|-
| 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  
| &nbsp;Availability/Reliability: 95%/99%
| &nbsp;Availability/Reliability: 95%/99%
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| &nbsp;Availability/Reliability: 99%/99%
| &nbsp;Availability/Reliability: 99%/99%
|-
|-
| rowspan="3" | '''Grid Services '''<br> <br> <br>
| rowspan="3" | '''Grid Services '''<br> <br> <br>  
| Virtual Organisation Management  
| Virtual Organisation Management  
| &nbsp;Availability/Reliability: 99%/99%
| &nbsp;Availability/Reliability: 99%/99%

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.