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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" cellspacing="0" cellpadding="0"
{| 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  
|Support priority: Advanced
| '''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)  
Support priority: Medium
 
|-  
'''QoS level: '''Medium  
|Metrics Portal
 
|Minimum availability: 99% (as a percentage per month)
|-
Minimum reliability: 99% (as a percentage per month)
| Metrics Portal  
Support priority: Best effort
| '''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:&nbsp;'''Best effort  
Minimum reliability: 99% (as a percentage per month)
 
Support priority: Medium
|-
|-  
| 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)
 
Support priority: Medium
'''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)
|-
Support priority: Medium  
| 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  
Support priority: 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)  
Support priority: Medium
 
|-  
'''QoS level:''' Medium  
|Service Registry GOCDB
 
|Minimum availability: 99% (as a percentage per month)
|-
Minimum reliability: 99% (as a percentage per month)
| Operations Portal  
Support priority: Medium
| '''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)
 
Support priority: Medium  
'''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
 
|-
|-
|Acceptance Criteria
| Catch All Services
|Incremental definition: New document version is produced every year, following two public drafts.
| '''QoS level:''' Medium
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.
Support priority: Best effort
|-
|-
|Catch All Services
| Message Broker Network
|Support priority: Medium
| '''Minimum availability:''' 95% (as a percentage per month)
'''Minimum reliability: '''95% (as a percentage per month)
 
'''QoS level:'''Medium  
 
|-
|-
|Message Broker Network
| Operations Support
|Minimum availability: 95% (as a percentage per month)
| '''QoS level:''' Medium
Minimum reliability: 95% (as a percentage per month)
Support priority: Medium
|-
|-
|Operations Support
| SAM Central Service
|Support priority: Medium
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability:''' 99% (as a percentage per month)
 
'''QoS level:'''Medium  
 
|-
|-
|SAM Central Service
| 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)  
Support priority: Medium
 
'''QoS level:''' Medium  
 
|-
|-
|Security Monitoring And Related Support Tools
| Stage Rollout  
|Minimum availability: 99% (as a percentage per month)
| '''QoS level:''' Medium
Minimum reliability: 99% (as a percentage per month)
Support priority: Medium
|-
|Stage Rollout
|Support priority: Medium
|-
|-
|Security Coordination
| Security Coordination  
|Support priority: Medium
| '''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 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.