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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. ]] | |||
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| 2<sup>nd</sup> Level Support | | 2<sup>nd</sup> Level Support | ||
| ''' | | '''QoS level:''' Advanced | ||
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| Accounting Portal | | Accounting Portal | ||
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'''Minimum reliability:''' 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
''' | '''QoS level: Medium | ||
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'''Minimum reliability:''' 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
''' | '''QoS level: Best effort | ||
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'''Minimum reliability: '''99% (as a percentage per month) | '''Minimum reliability: '''99% (as a percentage per month) | ||
''' | '''QoS level:'''Medium | ||
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'''Minimum reliability:''' 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
''' | '''QoS level:''' Medium | ||
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'''Minimum reliability:''' 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
''' | '''QoS level:''' Medium | ||
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'''Minimum reliability: '''99% (as a percentage per month) | '''Minimum reliability: '''99% (as a percentage per month) | ||
''' | '''QoS level:''' Medium | ||
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'''Minimum reliability:''' 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
''' | '''QoS level:'''Medium | ||
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'''Minimum reliability: '''99% (as a percentage per month) | '''Minimum reliability: '''99% (as a percentage per month) | ||
''' | '''QoS level:''' Medium | ||
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'''Minimum reliability:''' 90% (as a percentage per month) | '''Minimum reliability:''' 90% (as a percentage per month) | ||
''' | '''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. | ||
''' | '''QoS level:''' Best effort | ||
|- | |- | ||
| Catch All Services | | Catch All Services | ||
'''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) | ||
''' | '''QoS level:'''Medium | ||
|- | |- | ||
| Operations Support | | Operations Support | ||
| ''' | | '''QoS level:''' Medium | ||
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| 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) | ||
''' | '''QoS level:'''Medium | ||
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'''Minimum reliability:''' 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
''' | '''QoS level:''' Medium | ||
|- | |- | ||
| Stage Rollout | | Stage Rollout | ||
| ''' | | '''QoS level:''' Medium | ||
|- | |- | ||
| Security Coordination | | Security Coordination | ||
| ''' | | '''QoS level:''' Medium | ||
|} | |} | ||
Revision as of 16:29, 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
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
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. |