Difference between revisions of "SLM EGI.eu OLA Service Levels"
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This page provides information on the current service levels provided | This page provides information on the current service levels provided to the EGI.eu by its Partners. | ||
It is mandatory that services | It is mandatory that services provide a minimum monthly Availability/Reliability as specified below (see the [https://documents.egi.eu/document/2170 EGI.eu Operational Level Agreement]).<br> | ||
[[FAQ GGUS-QoS-Levels|Quality of Support (QoS) levels are definition. ]] | |||
<br> | <br> | ||
{| border="1" | {| border="1" class="wikitable sortable" | ||
|- | |- | ||
|Service | | '''Service''' | ||
|Targets | | '''Targets''' | ||
|- | |- | ||
|1<sup>st</sup> Level Support | | 1<sup>st</sup> Level Support | ||
|Maximum response 1 working hour | | '''Maximum response:''' 1 working hour | ||
|- | |- | ||
|2<sup>nd</sup> Level Support | | 2<sup>nd</sup> Level Support | ||
| | | '''QoS level:''' Advanced | ||
|- | |- | ||
|Accounting Portal | | Accounting Portal | ||
|Minimum availability: 99% (as a percentage per month) | | '''Minimum availability:''' 99% (as a percentage per month) | ||
Minimum reliability: 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) | | Metrics Portal | ||
| '''Minimum availability:''' 99% (as a percentage per month) | |||
|- | '''Minimum reliability:''' 99% (as a percentage per month) | ||
|Accounting Repository | |||
|Minimum availability: 99% (as a percentage per month) | '''QoS level: '''Best effort | ||
Minimum reliability: 99% (as a percentage per month) | |||
|- | |||
|- | | Accounting Repository | ||
|Collaboration Tools | | '''Minimum availability:''' 99% (as a percentage per month) | ||
|Minimum availability | '''Minimum reliability: '''99% (as a percentage per month) | ||
#DNS: 99% (as a percentage per month) | |||
'''QoS level:'''Medium | |||
|- | |||
| Collaboration Tools | |||
| '''Minimum availability ''' | |||
#DNS: 99% (as a percentage per month) | |||
#Other: 90% (as a percentage per month) | #Other: 90% (as a percentage per month) | ||
Minimum reliability: 99% (as a percentage per month) | |||
'''Minimum reliability:''' 99% (as a percentage per month) | |||
|- | |||
|Incident Management Helpdesk | '''QoS level:''' Medium | ||
|Minimum availability: 99% (as a percentage per month) | |||
Minimum reliability: 99% (as a percentage per month) | |- | ||
| Incident Management Helpdesk | |||
|- | | '''Minimum availability:''' 99% (as a percentage per month) | ||
|Monitoring Central Services | '''Minimum reliability:''' 99% (as a percentage per month) | ||
|Minimum availability: 99% (as a percentage per month) | |||
Minimum reliability: 99% (as a percentage per month) | '''QoS level:''' Medium | ||
|- | |- | ||
|Operations Portal | | Monitoring Central Services | ||
|Minimum availability: 99% (as a percentage per month) | | '''Minimum availability:''' 99% (as a percentage per month) | ||
Minimum reliability: 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) | | Operations Portal | ||
| '''Minimum availability:''' 99% (as a percentage per month) | |||
|- | '''Minimum reliability:''' 99% (as a percentage per month) | ||
|Software Provisioning Infrastructure | |||
|Minimum availability | '''QoS level:'''Medium | ||
#UMD repositories, web front-end,the community repository: 90% (as a percentage per month) | |||
|- | |||
| 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 ''' | |||
#UMD repositories, web front-end,the community repository: 90% (as a percentage per month) | |||
#The other components: 75% (as a percentage per month) | #The other components: 75% (as a percentage per month) | ||
Minimum reliability: 90% (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 availability:''' 99% (as a percentage per month) | ||
Minimum reliability: 99% (as a percentage per month) | '''Minimum reliability:''' 99% (as a percentage per month) | ||
'''QoS level:''' Medium | |||
|- | |- | ||
| Stage Rollout | |||
| '''QoS level:''' Medium | |||
|Stage Rollout | |||
| | |||
|- | |- | ||
|Security Coordination | | 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 | |||
|} | |} | ||
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
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: 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. |