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

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{| border="1" cellspacing="0" cellpadding="0"
{| border="1" cellspacing="0" cellpadding="0"
|-  
|-  
| Service
|Service
| Targets
|Targets
|-  
|-  
|  
|1<sup>st</sup> Level Support  
1<sup>st</sup> Level Support  
|Maximum response 1 working hour
 
|  
Maximum response 1 working hour
 
|-  
|-  
| 2<sup>nd</sup> Level Support
|2<sup>nd</sup> Level Support
 
|Support priority: Advanced
| Support priority
Advanced
 
|-  
|-  
| AccountingPortal
|Accounting Portal
 
|Minimum availability: 99% (as a percentage per month)
|  
Minimum reliability: 99% (as a percentage per month)
Minimum availability
Support priority: Medium
 
99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority: Medium
|-  
|-  
| Metrics
|Metrics Portal
  Portal
|Minimum availability: 99% (as a percentage per month)
 
Minimum reliability: 99% (as a percentage per month)
| Minimum availability99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority
Support priority: Best effort
 
Best effort
 
|-  
|-  
| Accounting
|Accounting Repository
 
|Minimum availability: 99% (as a percentage per month)
  Repository
Minimum reliability: 99% (as a percentage per month)
 
Support priority: Medium
| Minimum
 
 
  availability
 
99% (as a percentage per month)Minimum
 
 
  reliability
 
99% (as a percentage per month)Support
 
  priority
 
Medium
 
|-  
|-  
| Collaboration
|Collaboration Tools
 
|Minimum availability  
  Tools
#DNS: 99% (as a percentage per month)
 
#Other: 90% (as a percentage per month)
| Minimum
Minimum reliability: 99% (as a percentage per month)
 
Support priority: Medium
  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
|Incident Management Helpdesk
 
|Minimum availability: 99% (as a percentage per month)
 
Minimum reliability: 99% (as a percentage per month)
  Management Helpdesk
Support priority: Medium  
|
Minimum
 
  availability
 
 
 
99% (as a percentage per month)Minimum
 
 
  reliability
 
 
 
99% (as a percentage per month)</span>
 
Support
 
 
  priority
 
Medium  
 
|-  
|-  
| Monitoring
|Monitoring Central Services
 
|Minimum availability: 99% (as a percentage per month)
 
Minimum reliability: 99% (as a percentage per month)
  Central Services
Support priority: Medium
 
| Minimum
 
 
  availability
 
99% (as a percentage per month)Minimum
 
 
  reliability
 
99% (as a percentage per month)Support
 
 
  priority
 
Medium
 
|-  
|-  
| Operations
|Operations Portal
|Minimum availability: 99% (as a percentage per month)
 
Minimum reliability: 99% (as a percentage per month)
  Portal
Support priority: Medium
 
| Minimum
 
  availability
 
99% (as a percentage per month)Minimum
 
 
  reliability
 
99% (as a percentage per month)Support
 
 
  priority
 
Medium
 
|-  
|-  
| Service
|Service Registry GOCDB
 
|Minimum availability: 99% (as a percentage per month)
  Registry GOCDB
Minimum reliability: 99% (as a percentage per month)
 
Support priority: Medium
| Minimum
 
  availability
 
99% (as a percentage per month)Minimum
 
  reliability
 
99% (as a percentage per month)Support
 
 
  priority
 
Medium
 
|-  
|-  
| Software Provisioning Infrastructure</span>
|Software Provisioning Infrastructure
 
|Minimum availability
|Minimum availabilityUMD
#UMD repositories, web front-end,the community repository: 90% (as a percentage per month)
repositories, web front-end,the community repository: 90% (as a percentage per month)The other
#The other components: 75% (as a percentage per month)
components: 75% (as a percentage per month)Minimum reliability
Minimum reliability: 90% (as a percentage per month)
 
Support priority: Medium
90% (as a
|-
percentage per month)Support priorityMedium
|Acceptance Criteria  
 
|Incremental definition: New document version is produced every year, following two public drafts.  
|- style="mso-yfti-irow:12"
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.
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
Support priority: Best effort
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
|-
padding:0cm 5.4pt 0cm 5.4pt" &#124;
|Catch All Services
 
|Support priority: Medium
<span style="font-size:9.0pt">Acceptance Criteria</span>
|-
 
|Message Broker Network
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
|Minimum availability: 95% (as a percentage per month)
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
Minimum reliability: 95% (as a percentage per month)
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
Support priority: Medium
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
|-
 
|Operations Support
<span style="font-size:9.0pt">Incremental definition </span>
|Support priority: 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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
|SAM Central Service
</span></span></span>
|Minimum availability: 99% (as a percentage per month)
 
Minimum reliability: 99% (as a percentage per month)
  <span style="font-size:9.0pt">New document
Support priority: Medium
version is produced every year, following two public drafts. </span>
|-
 
|Security Monitoring And Related Support Tools
<span style="font-size:9.0pt">Verification of acceptance
|Minimum availability: 99% (as a percentage per month)
</span>
Minimum reliability: 99% (as a percentage per month)
 
Support priority: Medium
  criteria  
|-  
 
|Stage Rollout
<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;
|Support priority: Medium
</span></span></span>
|-
 
|Security Coordination
  <span style="font-size:9.0pt">The verification
|Support priority: Medium
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">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" &#124;
 
<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" &#124;
 
<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">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" &#124;
 
<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" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
</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">95% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
</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">95% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
</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;mso-bidi-font-size: 10.0pt">Medium</span>&lt;span style="font-size:9.0pt" /&gt;
 
|- 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" &#124;
 
<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" &#124;
 
<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">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" &#124;
 
<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" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
</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">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
</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">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
</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;mso-bidi-font-size: 10.0pt">Medium</span>&lt;span style="font-size:9.0pt" /&gt;
 
|- 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" &#124;
 
<span style="font-size:9.0pt">Security Monitoring And Related
</span>
 
  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" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
</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">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
</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">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
</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;mso-bidi-font-size: 10.0pt">Medium</span>&lt;span style="font-size:9.0pt" /&gt;
 
|- style="mso-yfti-irow:18"
|  
<span style="font-size:9.0pt">Stage Rollout</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;
</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" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Security
</span>
 
  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" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
</span>
 
  priority
 
<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">Medium</span>
 
|}
|}



Revision as of 17:34, 23 July 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
Accounting Portal Minimum availability: 99% (as a percentage per month)

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

Metrics Portal Minimum availability: 99% (as a percentage per month)

Minimum reliability: 99% (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
  1. DNS: 99% (as a percentage per month)
  2. 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 availability
  1. UMD repositories, web front-end,the community repository: 90% (as a percentage per month)
  2. The other components: 75% (as a percentage per month)

Minimum reliability: 90% (as a percentage per month) Support priority: Medium

Acceptance Criteria 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

Catch All Services Support priority: Medium
Message Broker Network Minimum availability: 95% (as a percentage per month)

Minimum reliability: 95% (as a percentage per month) Support priority: Medium

Operations Support Support priority: Medium
SAM Central Service Minimum availability: 99% (as a percentage per month)

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

Security Monitoring And Related Support Tools Minimum availability: 99% (as a percentage per month)

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

Stage Rollout Support priority: Medium
Security Coordination Support priority: Medium



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