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

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m (Protected "SLM EGI.eu Service Levels" ([edit=sysop] (indefinite) [move=sysop] (indefinite)))
Line 7: Line 7:
Availability/Reliability EGI.eu reports are under development.  
Availability/Reliability EGI.eu reports are under development.  


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! scope="col" | Type of service
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! scope="col" | Service Target
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|-
</o:OfficeDocumentSettings>
| rowspan="3" | '''Consulting and Support <br> <br> <br>'''
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| &nbsp;1st , 2nd and 3rd Level Support
| &nbsp;Top priority: immediate within support hours
&nbsp;Very urgent: within 8 support hours


&nbsp;Urgent: within 16 support hours
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'''<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Service</span>'''


&nbsp;Less Urgent: within 40 support hours
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'''<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Targets</span>'''


|-
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| &nbsp;1 hour response time within the support hours
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| &nbsp;Central EGI helpdesk
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">1<sup>st</sup>
| &nbsp;Availability/Reliability: 99%/99%
  Level Support </span>
|-
| '''Software'''
| Repository of validated software
| &nbsp;Availability/Reliability:
&nbsp;Repository frontend: 90% / 99%


&nbsp;Repository backend: 90% / 99%
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<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Maximum
  response</span>


|-
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
| rowspan="7" | '''Operations Tools and Services '''<br> <br> <br> <br> <br> <br> <br>  
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
| &nbsp;Service Availability Monitoring (SAM) central service
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
| &nbsp;Availability/Reliability: 95%/99%
  10.0pt">1 working hour</span>
|-
| &nbsp;Operational Tools and Meta-service Monitoring (Ops-Monitor)
| &nbsp;Availability/Reliability: 99%/99%
|-
| &nbsp;Operations Portal
| &nbsp;Availability/Reliability: 99%/99%
|-
| &nbsp;Accounting Portal and database
| &nbsp;Availability/Reliability:  
&nbsp;Repository: 99%/99%


&nbsp;Accounting Portal: 99%/99%  
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<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">2<sup>nd</sup>
  Level Support</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">Advanced</span>
 
|- style="mso-yfti-irow:3"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Accounting
  Portal</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;
  mso-bidi-font-family:&quot;Open Sans"">Minimum availability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt;mso-bidi-font-family:&quot;Open Sans"">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;
  mso-bidi-font-family:&quot;Open Sans"">Minimum reliability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt;mso-bidi-font-family:&quot;Open Sans"">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;
  mso-bidi-font-family:&quot;Open Sans"">Support priority: Medium</span><span style="font-size:9.0pt;mso-bidi-font-size:10.0pt" />
 
|- style="mso-yfti-irow:4"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Metrics
  Portal</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;
  mso-bidi-font-family:&quot;Open Sans"">Minimum availability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt;mso-bidi-font-family:&quot;Open Sans"">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;
  mso-bidi-font-family:&quot;Open Sans"">Minimum reliability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt;mso-bidi-font-family:&quot;Open Sans"">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;
  mso-bidi-font-family:&quot;Open Sans"">Support priority</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt;mso-bidi-font-family:&quot;Open Sans"">Best effort</span><span style="font-size:9.0pt;mso-bidi-font-size:10.0pt" />
 
|- style="mso-yfti-irow:5"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Accounting
  Repository</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  reliability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">Medium</span>
 
|- style="mso-yfti-irow:6"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Collaboration
  Tools</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">DNS: 99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">Other: 90% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  reliability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">Medium</span>
 
|- style="mso-yfti-irow:7"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Incident
  Management Helpdesk</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  reliability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">Medium </span>
 
|- style="mso-yfti-irow:8"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Monitoring
  Central Services</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  reliability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">Medium</span>
 
|- style="mso-yfti-irow:9"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Operations
  Portal</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  reliability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
 
<span style="font-family:Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:
  Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">Medium</span>
 
|- style="mso-yfti-irow:10"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Service
  Registry GOCDB</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  reliability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
 
<span style="font-family:Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:
  Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">Medium</span>
 
|- style="mso-yfti-irow:11"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt">Software Provisioning Infrastructure</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt">Minimum availability</span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">UMD
  repositories, web front-end,<span style="mso-spacerun:yes">&nbsp; </span>the community repository: 90% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">The other
  components: 75% (as a percentage per month)</span>
 
<span style="font-size:9.0pt">Minimum reliability </span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">90% (as a
  percentage per month)</span>
 
<span style="font-size:9.0pt">Support priority</span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">Medium <span style="mso-spacerun:yes">&nbsp;</span></span>
 
|- style="mso-yfti-irow:12"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt">Acceptance Criteria</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt">Incremental definition </span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">New document
  version is produced every year, following two public drafts. </span>
 
<span style="font-size:9.0pt">Verification of acceptance
  criteria </span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">The verification
  activities must support the UMD releases. The estimated number of products to
  verify in one year is 200 PPA. </span>
 
<span style="font-size:9.0pt">Support priority</span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">Best effort</span>
 
|- style="mso-yfti-irow:13"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt">Catch All Services</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt">Support priority</span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">Medium</span>
 
|- style="mso-yfti-irow:14"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt">Message Broker Network</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">95% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  reliability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">95% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">Medium</span><span style="font-size:9.0pt" />
 
|- style="mso-yfti-irow:15"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt">Operations Support</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt">Support priority</span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">Medium</span>
 
|- style="mso-yfti-irow:16"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt">SAM Central Service</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  reliability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">Medium</span><span style="font-size:9.0pt" />
 
|- style="mso-yfti-irow:17"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt">Security Monitoring And Related
  Support Tools</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  reliability</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">Medium</span><span style="font-size:9.0pt" />
 
|- style="mso-yfti-irow:18"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt">Stage Rollout</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt">Support priority</span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">Medium</span>
 
|- style="mso-yfti-irow:19;mso-yfti-lastrow:yes"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Security
  Coordination</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">Medium</span>


|-
| GOCDB
| &nbsp;Availability/Reliability: 99%/99%
|-
| &nbsp;Security monitoring tools
| &nbsp;Availability/Reliability: 99%/99%
|-
| &nbsp;Grid Services for RC certification
| &nbsp;Availability/Reliability: 99%/99%
|-
| rowspan="3" | '''Grid Services '''<br> <br> <br>
| &nbsp;Virtual Organisation Management
| &nbsp;Availability/Reliability: 99%/99%
|-
| &nbsp;Workload Management
| &nbsp;Availability/Reliability: 99%/99%
|-
| &nbsp;Information Discovery
| &nbsp;Availability/Reliability: 99%/99%
|}
|}


<br>


<br>  
<br>  

Revision as of 14:27, 2 May 2014

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.


mso-yfti-tbllook:1184;mso-padding-alt:0cm 5.4pt 0cm 5.4pt" class="MsoTableGrid"
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Service

width="387" valign="top" style="width:290.6pt;border:solid windowtext 1.0pt;
 border-left:none;mso-border-left-alt:solid windowtext .5pt;mso-border-alt:
 solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Targets

width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

1st

 Level Support 
width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Maximum

 response

·        

 1 working hour
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

2nd

 Level Support
width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Support

 priority

·        

 Advanced
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Accounting

 Portal
width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Minimum availability

·        

 99% (as a percentage per month)

Minimum reliability

·        

 99% (as a percentage per month)

Support priority: Medium

width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Metrics

 Portal
width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Minimum availability

·        

 99% (as a percentage per month)

Minimum reliability

·        

 99% (as a percentage per month)

Support priority

·        

 Best effort
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Accounting

 Repository
width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Collaboration

 Tools
width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Minimum

 availability

·        

 DNS: 99% (as a percentage per month)

·        

 Other: 90% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Incident

 Management Helpdesk
width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium 
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Monitoring

 Central Services
width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Operations

 Portal
width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Service

 Registry GOCDB
width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Software Provisioning Infrastructure

width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Minimum availability

·        

 UMD
 repositories, web front-end,  the community repository: 90% (as a percentage per month)

·        

 The other
 components: 75% (as a percentage per month)

Minimum reliability

·        

 90% (as a
 percentage per month)

Support priority

·        

 Medium  
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 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Acceptance Criteria

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 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Incremental definition

·        

 New document
 version is produced every year, following two public drafts. 

Verification of acceptance

 criteria 

·        

 The verification
 activities must support the UMD releases. The estimated number of products to
 verify in one year is 200 PPA. 

Support priority

·        

 Best effort
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 padding:0cm 5.4pt 0cm 5.4pt" | 

Catch All Services

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 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Support priority

·        

 Medium
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Message Broker Network

width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Minimum

 availability

·        

 95% (as a percentage per month)

Minimum

 reliability

·        

 95% (as a percentage per month)

Support

 priority

·        

 Medium
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Operations Support

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 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Support priority

·        

 Medium
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 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

SAM Central Service

width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Security Monitoring And Related

 Support Tools
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 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium
width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Stage Rollout

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 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Support priority

·        

 Medium
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 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" | 

Security

 Coordination
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 none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
 mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
 mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" | 

Support

 priority

·        

 Medium



Liability Service providers not providing the requested monthly performance for one month MUST provide a service improvement plan.