Difference between revisions of "SLM EGI.eu OLA Service Levels"
m (Protected "SLM EGI.eu Service Levels" ([edit=sysop] (indefinite) [move=sysop] (indefinite)))
Revision as of 10:02, 14 May 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:
Accounting Portal: 99%/99%
|Security monitoring tools||Availability/Reliability: 99%/99%|
|Grid Services for RC certification||Availability/Reliability: 99%/99%|
||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.|