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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. ]]


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  10.0pt">Advanced</span>
 
|- style="mso-yfti-irow:3"
| 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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Accounting
  Portal</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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;
  mso-bidi-font-family:&quot;Open Sans"">Minimum availability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt;mso-bidi-font-family:&quot;Open Sans"">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;
  mso-bidi-font-family:&quot;Open Sans"">Minimum reliability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt;mso-bidi-font-family:&quot;Open Sans"">99% (as a percentage per month)</span>
 
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;
  mso-bidi-font-family:&quot;Open Sans"">Support priority: Medium</span><span style="font-size:9.0pt;mso-bidi-font-size:10.0pt" />


|- style="mso-yfti-irow:4"
{| border="1" class="wikitable sortable"
| 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;
| '''Service'''
  padding:0cm 5.4pt 0cm 5.4pt" |  
| '''Targets'''
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Metrics
|-
  Portal</span>
| 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)


| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
'''QoS level: '''Medium
  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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;
  mso-bidi-font-family:&quot;Open Sans"">Minimum availability</span>


<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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
| Metrics Portal
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
| '''Minimum availability:''' 99% (as a percentage per month)
  10.0pt;mso-bidi-font-family:&quot;Open Sans"">99% (as a percentage per month)</span>
'''Minimum reliability:''' 99% (as a percentage per month)  


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;
'''QoS level:&nbsp;'''Best effort
  mso-bidi-font-family:&quot;Open Sans"">Minimum reliability</span>


<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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
| Accounting Repository
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
| '''Minimum availability:''' 99% (as a percentage per month)
  10.0pt;mso-bidi-font-family:&quot;Open Sans"">99% (as a percentage per month)</span>
'''Minimum reliability: '''99% (as a percentage per month)  


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;
'''QoS level:'''Medium
  mso-bidi-font-family:&quot;Open Sans"">Support priority</span>


<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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
| Collaboration Tools
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
| '''Minimum availability '''
  10.0pt;mso-bidi-font-family:&quot;Open Sans"">Best effort</span><span style="font-size:9.0pt;mso-bidi-font-size:10.0pt" />
#DNS: 99% (as a percentage per month)
#Other: 90% (as a percentage per month)


|- style="mso-yfti-irow:5"
'''Minimum reliability:''' 99% (as a percentage per month)
| 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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Accounting
  Repository</span>


| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
'''QoS level:''' Medium
  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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>


<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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
| Incident Management Helpdesk
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
| '''Minimum availability:''' 99% (as a percentage per month)
  10.0pt">99% (as a percentage per month)</span>
'''Minimum reliability:''' 99% (as a percentage per month)  


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
'''QoS level:''' Medium
  reliability</span>


<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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
| Monitoring Central Services
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
| '''Minimum availability:''' 99% (as a percentage per month)
  10.0pt">99% (as a percentage per month)</span>
'''Minimum reliability: '''99% (as a percentage per month)  


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
'''QoS level:''' Medium
  priority</span>


<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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
| Operations Portal
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
| '''Minimum availability:''' 99% (as a percentage per month)
  10.0pt">Medium</span>
'''Minimum reliability:''' 99% (as a percentage per month)


|- style="mso-yfti-irow:6"
'''QoS level:'''Medium
| 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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Collaboration
  Tools</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;
| Service Registry GOCDB
  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
| '''Minimum availability:''' 99% (as a percentage per month)
  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
'''Minimum reliability: '''99% (as a percentage per month)
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
'''QoS level:''' Medium
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
  10.0pt">DNS: 99% (as a percentage per month)</span>


<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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
| Software Provisioning Infrastructure
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
| '''Minimum availability '''
  10.0pt">Other: 90% (as a percentage per month)</span>
#UMD repositories, web front-end,the community repository: 90% (as a percentage per month)
#The other components: 75% (as a percentage per month)


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
'''Minimum reliability:''' 90% (as a percentage per month)
  reliability</span>


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
'''QoS level:''' Medium
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&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
|-
  priority</span>
| 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.  


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
'''QoS level:''' Base
  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&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>


|- style="mso-yfti-irow:7"
|-
| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
| Catch All Services
  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
| '''QoS level:''' Medium
  padding:0cm 5.4pt 0cm 5.4pt" |  
|-
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Incident
| Message Broker Network
  Management Helpdesk</span>
| '''Minimum availability:''' 95% (as a percentage per month)
'''Minimum reliability: '''95% (as a percentage per month)


| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
'''QoS level:'''Medium
  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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>


<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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
| Operations Support
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
| '''QoS level:''' Medium
  10.0pt">99% (as a percentage per month)</span>
|-
| SAM Central Service
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability:''' 99% (as a percentage per month)  


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
'''QoS level:'''Medium
  reliability</span>


<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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
| Security Monitoring And Related Support Tools
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
| '''Minimum availability:''' 99% (as a percentage per month)
  10.0pt">99% (as a percentage per month)</span>
'''Minimum reliability:''' 99% (as a percentage per month)  


<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
'''QoS level:''' Medium
  priority</span>


<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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
| Stage Rollout
  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
| '''QoS level:''' Medium
  10.0pt">Medium </span>
|-
| Security Coordination
| '''QoS level:''' Medium
|-
| Perun
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability:''' 99% (as a percentage per month)


|- style="mso-yfti-irow:8"
'''QoS level:''' Medium
| 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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Monitoring
  Central 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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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
  reliability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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
  priority</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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>
 
|- style="mso-yfti-irow:9"
| 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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Operations
  Portal</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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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
  reliability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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
  priority</span>
 
<span style="font-family:Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:
  Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&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>
 
|- style="mso-yfti-irow:10"
| 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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Service
  Registry GOCDB</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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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
  reliability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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
  priority</span>
 
<span style="font-family:Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:
  Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&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>
 
|- style="mso-yfti-irow:11"
| 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" |
<span style="font-size:9.0pt">Software Provisioning Infrastructure</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" |
<span style="font-size:9.0pt">Minimum availability</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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">UMD
  repositories, web front-end,<span style="mso-spacerun:yes">&nbsp; </span>the community repository: 90% (as a percentage per month)</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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">The other
  components: 75% (as a percentage per month)</span>
 
<span style="font-size:9.0pt">Minimum reliability </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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">90% (as a
  percentage per month)</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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
  </span></span></span><span style="font-size:9.0pt">Medium <span style="mso-spacerun:yes">&nbsp;</span></span>
 
|- 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" |
<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" |
<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 style="font:7.0pt &quot;Times New Roman"">&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
  criteria </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 style="font:7.0pt &quot;Times New Roman"">&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 style="font:7.0pt &quot;Times New Roman"">&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" |
<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" |
<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 style="font:7.0pt &quot;Times New Roman"">&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" |
<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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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
  reliability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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
  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 style="font:7.0pt &quot;Times New Roman"">&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><span style="font-size:9.0pt" />
 
|- 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" |
<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" |
<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 style="font:7.0pt &quot;Times New Roman"">&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" |
<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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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
  reliability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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
  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 style="font:7.0pt &quot;Times New Roman"">&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><span style="font-size:9.0pt" />
 
|- 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" |
<span style="font-size:9.0pt">Security Monitoring And Related
  Support Tools</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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
  availability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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
  reliability</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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
  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 style="font:7.0pt &quot;Times New Roman"">&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><span style="font-size:9.0pt" />
 
|- style="mso-yfti-irow:18"
| 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" |
<span style="font-size:9.0pt">Stage Rollout</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" |
<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 style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Security
  Coordination</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" |
<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
  priority</span>
 
<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 style="font:7.0pt &quot;Times New Roman"">&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>


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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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