Alert.png The wiki is deprecated and due to be decommissioned by the end of September 2022.
The content is being migrated to other supports, new updates will be ignored and lost.
If needed you can get in touch with EGI SDIS team using operations @ egi.eu.

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

From EGIWiki
Jump to navigation Jump to search
Line 8: Line 8:


<br>
<br>


{| 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 18:34, 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.
Retrieved from "https://wiki.egi.eu/w/index.php?title=SLM_EGI.eu_OLA_Service_Levels&oldid=68696"