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

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| rowspan="3" | '''Consulting and Support <br> <br> <br>'''  
| rowspan="3" | '''Consulting and Support <br> <br> <br>'''  
| 1st , 2nd and 3rd Level Support  
| &nbsp;1st , 2nd and 3rd Level Support  
| &nbsp;Top priority: immediate within support hours  
| &nbsp;Top priority: immediate within support hours  
Very urgent: within 8 support hours  
&nbsp;Very urgent: within 8 support hours  


Urgent: within 16 support hours  
&nbsp;Urgent: within 16 support hours  


Less Urgent: within 40 support hours  
&nbsp;Less Urgent: within 40 support hours  


|-
|-
| Grid Oversight  
| &nbsp;Grid Oversight  
| &nbsp;1 hour response time within the support hours
| &nbsp;1 hour response time within the support hours
|-
|-
| Central EGI helpdesk  
| &nbsp;Central EGI helpdesk  
| &nbsp;Availability/Reliability: 99%/99%
| &nbsp;Availability/Reliability: 99%/99%
|-
|-
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| Repository of validated software  
| Repository of validated software  
| &nbsp;Availability/Reliability:  
| &nbsp;Availability/Reliability:  
Repository frontend: 90% / 99%  
&nbsp;Repository frontend: 90% / 99%  


Repository backend: 90% / 99%  
&nbsp;Repository backend: 90% / 99%  


|-
|-
| 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  
| &nbsp;Service Availability Monitoring (SAM) central service  
| &nbsp;Availability/Reliability: 95%/99%
| &nbsp;Availability/Reliability: 95%/99%
|-
|-
| Operational Tools and Meta-service Monitoring (Ops-Monitor)  
| &nbsp;Operational Tools and Meta-service Monitoring (Ops-Monitor)  
| &nbsp;Availability/Reliability: 99%/99%
| &nbsp;Availability/Reliability: 99%/99%
|-
|-
| Operations Portal  
| &nbsp;Operations Portal  
| &nbsp;Availability/Reliability: 99%/99%
| &nbsp;Availability/Reliability: 99%/99%
|-
|-
| Accounting Portal and database  
| &nbsp;Accounting Portal and database  
| &nbsp;Availability/Reliability:  
| &nbsp;Availability/Reliability:  
Repository: 99%/99%  
&nbsp;Repository: 99%/99%  


Accounting Portal: 99%/99%  
&nbsp;Accounting Portal: 99%/99%  


|-
|-
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| &nbsp;Availability/Reliability: 99%/99%
| &nbsp;Availability/Reliability: 99%/99%
|-
|-
| Security monitoring tools  
| &nbsp;Security monitoring tools  
| &nbsp;Availability/Reliability: 99%/99%
| &nbsp;Availability/Reliability: 99%/99%
|-
|-
| Grid Services for RC certification  
| &nbsp;Grid Services for RC certification  
| &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  
| &nbsp;Virtual Organisation Management  
| &nbsp;Availability/Reliability: 99%/99%
| &nbsp;Availability/Reliability: 99%/99%
|-
|-
| Workload Management  
| &nbsp;Workload Management  
| &nbsp;Availability/Reliability: 99%/99%
| &nbsp;Availability/Reliability: 99%/99%
|-
|-
| Information Discovery  
| &nbsp;Information Discovery  
| &nbsp;Availability/Reliability: 99%/99%
| &nbsp;Availability/Reliability: 99%/99%
|}
|}
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<br>  
<br>  


{| cellspacing="0" cellpadding="5" border="1" align="center"
{|
|-
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| '''Liability'''  
| '''Liability'''  

Revision as of 13:06, 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.