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

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This page provides information on the current service levels provided by the EGI.eu.  
This page provides information on the current service levels provided to the EGI.eu by its Partners.  


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]).  
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>


Availability/Reliability EGI.eu reports are under development.  
[[FAQ GGUS-QoS-Levels|Quality of Support (QoS) levels are definition. ]]


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


&nbsp;Urgent: within 16 support hours
'''QoS level: '''Medium


&nbsp;Less Urgent: within 40 support hours
|-
| Metrics Portal
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability:''' 99% (as a percentage per month)
 
'''QoS level:&nbsp;'''Best effort
 
|-
| Accounting Repository
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability: '''99% (as a percentage per month)
 
'''QoS level:'''Medium


|-
|-
| &nbsp;Grid Oversight
| Collaboration Tools
| &nbsp;1 hour response time within the support hours
| '''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
 
|-
| 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
 
|-
|-
| &nbsp;Central EGI helpdesk
| 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
 
|-
|-
| '''Software'''  
| Service Registry GOCDB
| Repository of validated software
| '''Minimum availability:''' 99% (as a percentage per month)
| &nbsp;Availability/Reliability:  
'''Minimum reliability: '''99% (as a percentage per month)
&nbsp;Repository frontend: 90% / 99%  


&nbsp;Repository backend: 90% / 99%
'''QoS level:''' Medium


|-
|-
| rowspan="7" | '''Operations Tools and Services '''<br> <br> <br> <br> <br> <br> <br>
| Software Provisioning Infrastructure
| &nbsp;Service Availability Monitoring (SAM) central service
| '''Minimum availability '''  
| &nbsp;Availability/Reliability: 95%/99%
#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
 
|-
|-
| &nbsp;Operational Tools and Meta-service Monitoring (Ops-Monitor)
| Acceptance Criteria
| &nbsp;Availability/Reliability: 99%/99%
| '''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
 
|-
|-
| &nbsp;Operations Portal
| Catch All Services
| &nbsp;Availability/Reliability: 99%/99%
| '''QoS level:''' Medium
|-
|-
| &nbsp;Accounting Portal and database
| Message Broker Network
| &nbsp;Availability/Reliability:  
| '''Minimum availability:''' 95% (as a percentage per month)
&nbsp;Repository: 99%/99%  
'''Minimum reliability: '''95% (as a percentage per month)


&nbsp;Accounting Portal: 99%/99%
'''QoS level:'''Medium


|-
|-
| GOCDB
| Operations Support
| &nbsp;Availability/Reliability: 99%/99%
| '''QoS level:''' Medium
|-
|-
| &nbsp;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
 
|-
|-
| &nbsp;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
| &nbsp;Virtual Organisation Management
| '''QoS level:''' Medium
| &nbsp;Availability/Reliability: 99%/99%
|-
|-
| &nbsp;Workload Management
| Security Coordination
| &nbsp;Availability/Reliability: 99%/99%
| '''QoS level:''' Medium
|-
|-
| &nbsp;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>  


{|
{|

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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