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

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[[Category:Service Level Management]]
This page provides information on the current service levels provided by the Resource infrastructure Provider.


As of January 2012, it is mandatory that top-BDII services operated by NGIs provide a minimum availability of 99% (see the [https://documents.egi.eu/document/463 RP Operational Level Agreement] and its [[Resource_infrastructure_Provider_OLA:_Release_Notes|Release Notes]] for details). Availability/Reliability NGI reports are distributed monthly.
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 &nbsp; (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>
 
{| 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
 
|-
| 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
 
|-
| 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)
 
'''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 '''
#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
|-
| 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


Note: Service Level Targets specified below will come into force as of January 2011.
{| border="1" cellspacing="0" cellpadding="5" align="center"
| '''minimum top-BDII Availability'''
| 99%, profile [http://grid-monitoring.cern.ch/myegi/sam-pi/metrics_in_profiles?vo_name=ops&profile_name=ROC ROC]
|-
|-
| '''minimum top-BDII Reliability'''
| Stage Rollout
| 99%, profile [http://grid-monitoring.cern.ch/myegi/sam-pi/metrics_in_profiles?vo_name=ops&profile_name=ROC ROC]
| '''QoS level:''' Medium
|-
|-
|'''[[Grid_operations_oversight/ROD_performance_index|maximum ROD Performance Index]]'''
| Security Coordination
| 10
| '''QoS level:''' Medium
|-
|-
|'''Liability'''
| Perun
|Resource infrastructure Providers not providing the requested monthly performance for one month MUST provide a service improvement plan.
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability:''' 99% (as a percentage per month)
 
'''QoS level:''' Medium
 
|}
|}
<br> <br>
{|
|-
| '''Liability'''
| Service providers not providing the requested monthly performance for one month MUST provide a service improvement plan.
|}
[[Category:Service_Level_Management]]

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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