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

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| Security Monitoring And Related Support Tools  
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| Minimum availability: 99% (as a percentage per month)  
| '''Minimum availability:''' 99% (as a percentage per month)  
Minimum reliability: 99% (as a percentage per month) Support priority: Medium  
'''Minimum reliability:''' 99% (as a percentage per month)  
 
'''Support priority''': Medium  
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| Stage Rollout  
| Stage Rollout  
| Support priority: Medium
| '''Support priority:''' Medium
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| Security Coordination  
| Security Coordination  
| Support priority: Medium
| '''Support priority:''' Medium
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Revision as of 17:40, 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.