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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.  
[[FAQ_GGUS-QoS-Levels|Quality of Support (QoS) levels are definition. ]]


<br>  
<br>  
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|-
|-
| 2<sup>nd</sup> Level Support  
| 2<sup>nd</sup> Level Support  
| '''Support priority:''' Advanced
| '''QoS level:''' Advanced
|-
|-
| Accounting Portal  
| Accounting Portal  
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'''Minimum reliability:''' 99% (as a percentage per month)  
'''Minimum reliability:''' 99% (as a percentage per month)  


'''Support priority: '''Medium  
'''QoS level: Medium  


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|-
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'''Minimum reliability:''' 99% (as a percentage per month)  
'''Minimum reliability:''' 99% (as a percentage per month)  


'''Support priority: '''Best effort  
'''QoS level:&nbsp;Best effort  


|-
|-
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'''Minimum reliability: '''99% (as a percentage per month)  
'''Minimum reliability: '''99% (as a percentage per month)  


'''Support priority: '''Medium  
'''QoS level:'''Medium  


|-
|-
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'''Minimum reliability:''' 99% (as a percentage per month)  
'''Minimum reliability:''' 99% (as a percentage per month)  


'''Support priority:''' Medium  
'''QoS level:''' Medium  


|-
|-
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'''Minimum reliability:''' 99% (as a percentage per month)  
'''Minimum reliability:''' 99% (as a percentage per month)  


'''Support priority:''' Medium  
'''QoS level:''' Medium  


|-
|-
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'''Minimum reliability: '''99% (as a percentage per month)  
'''Minimum reliability: '''99% (as a percentage per month)  


'''Support priority:''' Medium  
'''QoS level:''' Medium  


|-
|-
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'''Minimum reliability:''' 99% (as a percentage per month)  
'''Minimum reliability:''' 99% (as a percentage per month)  


'''Support priority: '''Medium  
'''QoS level:'''Medium  


|-
|-
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'''Minimum reliability: '''99% (as a percentage per month)  
'''Minimum reliability: '''99% (as a percentage per month)  


'''Support priority:''' Medium  
'''QoS level:''' Medium  


|-
|-
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'''Minimum reliability:''' 90% (as a percentage per month)  
'''Minimum reliability:''' 90% (as a percentage per month)  


'''Support priority:''' Medium  
'''QoS level:''' Medium  


|-
|-
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'''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.  
'''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  
'''QoS level:''' Best effort  


|-
|-
| Catch All Services  
| Catch All Services  
| '''Support priority:''' Medium
'''QoS level:''' Medium
|-
|-
| Message Broker Network  
| Message Broker Network  
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'''Minimum reliability: '''95% (as a percentage per month)  
'''Minimum reliability: '''95% (as a percentage per month)  


'''Support priority: '''Medium  
'''QoS level:'''Medium  


|-
|-
| Operations Support  
| Operations Support  
| '''Support priority:''' Medium
| '''QoS level:''' Medium
|-
|-
| SAM Central Service  
| SAM Central Service  
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'''Minimum reliability:''' 99% (as a percentage per month)  
'''Minimum reliability:''' 99% (as a percentage per month)  


'''Support priority: '''Medium  
'''QoS level:'''Medium  


|-
|-
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'''Minimum reliability:''' 99% (as a percentage per month)  
'''Minimum reliability:''' 99% (as a percentage per month)  


'''Support priority''': Medium  
'''QoS level:''' Medium  


|-
|-
| Stage Rollout  
| Stage Rollout  
| '''Support priority:''' Medium
| '''QoS level:''' Medium
|-
|-
| Security Coordination  
| Security Coordination  
| '''Support priority:''' Medium
| '''QoS level:''' Medium
|}
|}



Revision as of 15:29, 13 August 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.

Quality of Support (QoS) levels are definition.


Service Targets
1st Level Support Maximum response: 1 working hour
2nd Level Support QoS level: Advanced
Accounting Portal Minimum availability: 99% (as a percentage per month)

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

QoS level: Medium

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

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

QoS level: Best effort

Accounting Repository Minimum availability: 99% (as a percentage per month)

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

QoS level: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)

QoS level: Medium

Incident Management Helpdesk Minimum availability: 99% (as a percentage per month)

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

QoS level: Medium

Monitoring Central Services Minimum availability: 99% (as a percentage per month)

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

QoS level: Medium

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

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

QoS level:Medium

Service Registry GOCDB Minimum availability: 99% (as a percentage per month)

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

QoS level: 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)

QoS level: 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.

QoS level: Best effort

Catch All Services

QoS level: Medium

Message Broker Network Minimum availability: 95% (as a percentage per month)

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

QoS level:Medium

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

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

QoS level:Medium

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

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

QoS level: Medium

Stage Rollout QoS level: Medium
Security Coordination QoS level: Medium



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