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

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{{Template:Op menubar}} This page provides information on the current service levels provided by the EGI.eu.
{{Template:Op menubar}}  


It is mandatory that services operated by EGI.eu provide a minimum monthly Availability/Reliability as specified below   (see the [https://documents.egi.eu/document/1093 EGI.eu Operational Level Agreement]).  
This page provides information on the current service levels provided to the EGI.eu by its Partners.  


Availability/Reliability EGI.eu reports are under development.  
It is mandatory that services provide a minimum monthly Availability/Reliability as specified below &nbsp; (see the [https://documents.egi.eu/document/2170 EGI.eu Operational Level Agreement]).<br>


{| class="wiki table"
[[FAQ GGUS-QoS-Levels|Quality of Support (QoS) levels are definition. ]]
 
<br>
 
{| border="1" class="wikitable sortable"
|-
| '''Service'''
| '''Targets'''
|-
| 1<sup>st</sup> Level Support
| '''Maximum response:''' 1 working hour
|-
|-
! scope="col" | Type of service
| 2<sup>nd</sup> Level Support
! scope="col" | Service
| '''QoS level:''' Advanced
! scope="col" | Service Target
|-
|-
| rowspan="3" | '''Consulting and Support <br> <br> <br>'''
| Accounting Portal
| 1st , 2nd and 3rd Level Support
| '''Minimum availability:''' 99% (as a percentage per month)
| &nbsp;Top priority: immediate within support hours
'''Minimum reliability:''' 99% (as a percentage per month)
Very urgent: within 8 support hours
 
'''QoS level: '''Medium


Urgent: within 16 support hours
|-
| Metrics Portal
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability:''' 99% (as a percentage per month)


Less Urgent: within 40 support hours
'''QoS level:&nbsp;'''Best effort


|-
|-
| Grid Oversight
| Accounting Repository
| &nbsp;1 hour response time within the support hours
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability: '''99% (as a percentage per month)
 
'''QoS level:'''Medium
 
|-
|-
| Central EGI helpdesk
| Collaboration Tools
| &nbsp;Availability/Reliability: 99%/99%
| '''Minimum availability '''
#DNS: 99% (as a percentage per month)
#Other: 90% (as a percentage per month)
 
'''Minimum reliability:''' 99% (as a percentage per month)
 
'''QoS level:''' Medium
 
|-
|-
| '''Software
| Incident Management Helpdesk
| Repository of validated software
| '''Minimum availability:''' 99% (as a percentage per month)
| &nbsp;Availability/Reliability:  
'''Minimum reliability:''' 99% (as a percentage per month)
Repository frontend: 90% / 99%  


Repository backend: 90% / 99%
'''QoS level:''' Medium


|-
|-
| rowspan="7" | '''Operations Tools and Services '''<br> <br> <br> <br> <br> <br> <br>
| Monitoring Central Services
| Service Availability Monitoring (SAM) central service
| '''Minimum availability:''' 99% (as a percentage per month)  
| &nbsp;Availability/Reliability: 95%/99%
'''Minimum reliability: '''99% (as a percentage per month)
 
'''QoS level:''' Medium
 
|-
|-
| Operational Tools and Meta-service Monitoring (Ops-Monitor)
| Operations Portal
| &nbsp;Availability/Reliability: 99%/99%
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability:''' 99% (as a percentage per month)
 
'''QoS level:'''Medium
 
|-
|-
| Operations Portal
| Service Registry GOCDB
| &nbsp;Availability/Reliability: 99%/99%
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability: '''99% (as a percentage per month)
 
'''QoS level:''' Medium
 
|-
| Software Provisioning Infrastructure
| '''Minimum availability '''
#UMD repositories, web front-end,the community repository: 90% (as a percentage per month)
#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:''' Base
 
|-
| Catch All Services
| '''QoS level:''' Medium
|-
|-
| Accounting Portal and database
| Message Broker Network
| &nbsp;Availability/Reliability:  
| '''Minimum availability:''' 95% (as a percentage per month)
Repository: 99%/99%  
'''Minimum reliability: '''95% (as a percentage per month)


Accounting Portal: 99%/99%
'''QoS level:'''Medium


|-
|-
| GOCDB
| Operations Support
| &nbsp;Availability/Reliability: 99%/99%
| '''QoS level:''' Medium
|-
|-
| Security monitoring tools
| SAM Central Service
| &nbsp;Availability/Reliability: 99%/99%
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability:''' 99% (as a percentage per month)
 
'''QoS level:'''Medium
 
|-
|-
| Grid Services for RC certification
| Security Monitoring And Related Support Tools
| &nbsp;Availability/Reliability: 99%/99%
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability:''' 99% (as a percentage per month)
 
'''QoS level:''' Medium
 
|-
|-
| rowspan="3" | '''Grid Services '''<br> <br> <br>
| Stage Rollout
| Virtual Organisation Management
| '''QoS level:''' Medium
| &nbsp;Availability/Reliability: 99%/99%
|-
|-
| Workload Management
| Security Coordination
| &nbsp;Availability/Reliability: 99%/99%
| '''QoS level:''' Medium
|-
|-
| Information Discovery
| Perun
| &nbsp;Availability/Reliability: 99%/99%
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability:''' 99% (as a percentage per month)
 
'''QoS level:''' Medium
 
|}
|}


<br>  
<br> <br>  
 
<br>  


{| cellspacing="0" cellpadding="5" border="1" align="center"
{|
|-
|-
| '''Liability'''  
| '''Liability'''  

Latest revision as of 14:16, 20 March 2015

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 to the EGI.eu by its Partners.

It is mandatory that services provide a minimum monthly Availability/Reliability as specified below   (see the EGI.eu Operational Level Agreement).

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: Base

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

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

QoS level: Medium



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