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

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Availability/Reliability EGI.eu reports are under development.  
Availability/Reliability EGI.eu reports are under development.  


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  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">Advanced</span>


|- style="mso-yfti-irow:3"
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" |
<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;
| Collaboration
  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;
   Tools
   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;
| Minimum
  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;
   availability
   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;
DNS: 99% (as a percentage per month)Other: 90% (as a percentage per month)Minimum
  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:
   reliability
   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;
99% (as a percentage per month)Support
  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;
   priority
   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;
Medium
  mso-bidi-font-family:&quot;Open Sans"">Support priority</span>
|-  
| Incident


<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"
   Management Helpdesk
| 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;
Minimum
  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:
   availability
  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;
99% (as a percentage per month)Minimum
  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;
   reliability
   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;
99% (as a percentage per month)</span>
  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;
Support
  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;
   priority
   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
Medium
  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;
| Monitoring
  </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:
   Central Services
   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;
| Minimum
  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;
   availability
   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
99% (as a percentage per month)Minimum
  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"
   reliability
| 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:
99% (as a percentage per month)Support
  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
   priority
   reliability</span>


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
Medium
  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>
| Operations


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
   Portal
   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"
| Minimum
| 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:
   availability
  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;
99% (as a percentage per month)Minimum
  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;
   reliability
   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
99% (as a percentage per month)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"
   priority
| 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:
Medium
  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;
| Service
  </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
   Registry GOCDB
   reliability</span>


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
| Minimum
  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
   availability
   priority</span>


<span style="font-family:Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:
99% (as a percentage per month)Minimum
  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"
   reliability
| 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:
99% (as a percentage per month)Support
  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;
   priority
   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>
Medium


<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;
| Software Provisioning Infrastructure</span>  
  </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>
|Minimum availabilityUMD
repositories, web front-end,the community repository: 90% (as a percentage per month)The other
components: 75% (as a percentage per month)Minimum reliability 


<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
90% (as a
  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;
percentage per month)Support priorityMedium
  </span></span></span><span style="font-size:9.0pt">Medium <span style="mso-spacerun:yes">&nbsp;</span></span>


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<span style="font-size:9.0pt">Acceptance Criteria</span>


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<span style="font-size:9.0pt">Acceptance Criteria</span>
 
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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" |
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
<span style="font-size:9.0pt">Incremental definition </span>


<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
<span style="font-size:9.0pt">Incremental definition </span>
  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
<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  version is produced every year, following two public drafts. </span>
</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
<span style="font-size:9.0pt">Verification of acceptance
  criteria </span>
</span>  


<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
   criteria
   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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>  


<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  <span style="font-size:9.0pt">The verification
  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;
activities must support the UMD releases. The estimated number of products to
  </span></span></span><span style="font-size:9.0pt">Best effort</span>
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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>  
 
  <span style="font-size:9.0pt">Best effort</span>


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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" |
padding:0cm 5.4pt 0cm 5.4pt" &#124;
<span style="font-size:9.0pt">Catch All Services</span>
 
<span style="font-size:9.0pt">Catch All Services</span>  


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   none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
   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-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" |
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
<span style="font-size:9.0pt">Support priority</span>


<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
<span style="font-size:9.0pt">Support priority</span>
  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>
<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>  
 
  <span style="font-size:9.0pt">Medium</span>


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  padding:0cm 5.4pt 0cm 5.4pt" |
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<span style="font-size:9.0pt">Message Broker Network</span>


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<span style="font-size:9.0pt">Message Broker Network</span>
 
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   none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
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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" |
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
   availability</span>
</span>
 
   availability
 
<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>  


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
   <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">95% (as a percentage per month)</span>
  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
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
   reliability</span>
</span>
 
   reliability
 
<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>  


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
   <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">95% (as a percentage per month)</span>
  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
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
</span>  
 
  priority


<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  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></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
 
  10.0pt">Medium</span><span style="font-size:9.0pt" />
  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>&lt;span style="font-size:9.0pt" /&gt;


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  padding:0cm 5.4pt 0cm 5.4pt" |
padding:0cm 5.4pt 0cm 5.4pt" &#124;
<span style="font-size:9.0pt">Operations Support</span>
 
<span style="font-size:9.0pt">Operations Support</span>  


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  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
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<span style="font-size:9.0pt">Support priority</span>
 
<span style="font-size:9.0pt">Support priority</span>  


<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  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></span></span><span style="font-size:9.0pt">Medium</span>
 
  <span style="font-size:9.0pt">Medium</span>


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  padding:0cm 5.4pt 0cm 5.4pt" |
padding:0cm 5.4pt 0cm 5.4pt" &#124;
<span style="font-size:9.0pt">SAM Central Service</span>
 
<span style="font-size:9.0pt">SAM Central Service</span>  


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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-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" |
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
   availability</span>
</span>
 
   availability
 
<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>  


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
   <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">99% (as a percentage per month)</span>
  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
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  reliability</span>
</span>  


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  reliability
  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:
<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  10.0pt">99% (as a percentage per month)</span>
</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
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
</span>  


<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
  priority
  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:
<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  10.0pt">Medium</span><span style="font-size:9.0pt" />
</span></span></span>  
 
  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>&lt;span style="font-size:9.0pt" /&gt;


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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" |
padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt">Security Monitoring And Related
<span style="font-size:9.0pt">Security Monitoring And Related
  Support Tools</span>
</span>  


| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  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-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" |
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
</span>  
 
  availability


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  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></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">99% (as a percentage per month)</span>


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  reliability</span>
</span>  


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
  reliability
  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:
<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  10.0pt">99% (as a percentage per month)</span>
</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
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
   priority</span>
</span>
 
   priority
 
<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>  


<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
   <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>&lt;span style="font-size:9.0pt" /&gt;
   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" />


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|  
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
<span style="font-size:9.0pt">Stage Rollout</span>  
  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 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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">Medium</span>
</span></span></span><span style="font-size:9.0pt">Medium</span>


|- style="mso-yfti-irow:19;mso-yfti-lastrow:yes"
|- style="mso-yfti-irow:19;mso-yfti-lastrow:yes"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
| 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;
   border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
  padding:0cm 5.4pt 0cm 5.4pt" |
padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Security
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Security
  Coordination</span>
</span>  


| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  Coordination
 
| 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;
   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-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" |
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
</span>  
 
  priority


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  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></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
 
  10.0pt">Medium</span>
  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>


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<br>  


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Revision as of 14:38, 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.



Service Targets
1st Level Support 
Maximum response 1 working hour
2nd Level Support Support priority

Advanced

AccountingPortal

Minimum availability

99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority: Medium

Metrics
 Portal
Minimum availability99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority

Best effort

Accounting
 Repository
Minimum


 availability

99% (as a percentage per month)Minimum


 reliability

99% (as a percentage per month)Support

 priority

Medium

Collaboration
 Tools
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

Incident


 Management Helpdesk

Minimum


 availability


99% (as a percentage per month)Minimum


 reliability


99% (as a percentage per month)

Support


 priority

Medium

Monitoring


 Central Services
Minimum


 availability

99% (as a percentage per month)Minimum


 reliability

99% (as a percentage per month)Support


 priority

Medium

Operations


 Portal
Minimum


 availability

99% (as a percentage per month)Minimum


 reliability

99% (as a percentage per month)Support


 priority

Medium

Service
 Registry GOCDB
Minimum
 availability

99% (as a percentage per month)Minimum

 reliability

99% (as a percentage per month)Support


 priority

Medium

Software Provisioning Infrastructure Minimum availabilityUMD
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 priorityMedium 
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" | 

Acceptance Criteria

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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" | 

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
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" | 

Catch All 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" | 

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<span style="font-size:9.0pt" />
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

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

·        

 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" | 

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<span style="font-size:9.0pt" />
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
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<span style="font-size:9.0pt" />
Stage Rollout 
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

 Coordination
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

·        

 Medium



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