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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. ]]


<br>
<br>  


{| border="1" class="wikitable sortable"
|-
| '''Service'''
| '''Targets'''
|-
| 1<sup>st</sup> Level Support
| '''Maximum response:''' 1 working hour
|-
| 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)


'''QoS level: '''Medium


{| border="1" cellspacing="0" cellpadding="0"
|-
|-  
| Metrics Portal
| Service
| '''Minimum availability:''' 99% (as a percentage per month)
| Targets
'''Minimum reliability:''' 99% (as a percentage per month)
|-
|  
1<sup>st</sup> Level Support


|
'''QoS level:&nbsp;'''Best effort
Maximum response 1 working hour


|-  
|-
| 2<sup>nd</sup> Level Support
| Accounting Repository
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability: '''99% (as a percentage per month)


| Support priority
'''QoS level:'''Medium
Advanced


|-  
|-
| AccountingPortal
| Collaboration Tools
| '''Minimum availability '''
#DNS: 99% (as a percentage per month)
#Other: 90% (as a percentage per month)


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


99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority: Medium
'''QoS level:''' Medium  
|-
| Metrics
  Portal


| Minimum availability99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority
|-
| Incident Management Helpdesk
| '''Minimum availability:''' 99% (as a percentage per month)  
'''Minimum reliability:''' 99% (as a percentage per month)  


Best effort
'''QoS level:''' Medium


|-  
|-
| Accounting
| Monitoring Central Services
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability: '''99% (as a percentage per month)


  Repository
'''QoS level:''' Medium


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


'''QoS level:'''Medium


  availability
|-
| Service Registry GOCDB
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability: '''99% (as a percentage per month)


99% (as a percentage per month)Minimum
'''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)


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


99% (as a percentage per month)Support
'''QoS level:''' Medium


  priority
|-
| 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.


Medium
'''QoS level:''' Base


|-  
|-
| Collaboration
| 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)


  Tools
'''QoS level:'''Medium


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


  availability
'''QoS level:'''Medium


DNS: 99% (as a percentage per month)Other: 90% (as a percentage per month)Minimum
|-
| 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


  reliability
|-
| 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)


99% (as a percentage per month)Support
'''QoS level:''' Medium
 
 
  priority
 
Medium
|-
| Incident
 
 
  Management Helpdesk
|
Minimum
 
  availability
 
 
 
99% (as a percentage per month)Minimum
 
 
  reliability
 
 
 
99% (as a percentage per month)</span>
 
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</span>
 
|Minimum availabilityUMD
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)Support priorityMedium
 
|- style="mso-yfti-irow:12"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt">Acceptance Criteria</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt">Incremental definition </span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt">New document
version is produced every year, following two public drafts. </span>
 
<span style="font-size:9.0pt">Verification of acceptance
</span>
 
  criteria
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt">The verification
activities must support the UMD releases. The estimated number of products to
verify in one year is 200 PPA. </span>
 
<span style="font-size:9.0pt">Support priority</span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt">Best effort</span>
 
|- style="mso-yfti-irow:13"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt">Catch All Services</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt">Support priority</span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt">Medium</span>
 
|- style="mso-yfti-irow:14"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt">Message Broker Network</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
</span>
 
  availability
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">95% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
</span>
 
  reliability
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">95% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
</span>
 
  priority
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>&lt;span style="font-size:9.0pt" /&gt;
 
|- style="mso-yfti-irow:15"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt">Operations Support</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt">Support priority</span>
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt">Medium</span>
 
|- style="mso-yfti-irow:16"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt">SAM Central Service</span>
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
</span>
 
  availability
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
</span>
 
  reliability
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
</span>
 
  priority
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>&lt;span style="font-size:9.0pt" /&gt;
 
|- style="mso-yfti-irow:17"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt">Security Monitoring And Related
</span>
 
  Support Tools
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
</span>
 
  availability
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
</span>
 
  reliability
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
</span>
 
  priority
 
<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>&lt;span style="font-size:9.0pt" /&gt;
 
|- style="mso-yfti-irow:18"
|
<span style="font-size:9.0pt">Stage Rollout</span>
 
|
<span style="font-size:9.0pt">Support priority</span><span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol; mso-bidi-font-family:Symbol"><span style="mso-list:Ignore"><span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span><span style="font-size:9.0pt">Medium</span>
 
|- style="mso-yfti-irow:19;mso-yfti-lastrow:yes"
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Security
</span>
 
  Coordination
 
| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
</span>
 
  priority
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
</span></span></span>
 
  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>


|}
|}

Latest revision as of 13:16, 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.