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

Revision as of 15:27, 2 May 2014

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 by the EGI.eu.

It is mandatory that services operated by EGI.eu provide a minimum monthly Availability/Reliability as specified below (see the EGI.eu Operational Level Agreement).

Availability/Reliability EGI.eu reports are under development.

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Service

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Targets

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1^st

 Level Support

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Maximum

 response

·

 1 working hour

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2^nd

 Level Support

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Support

 priority

·

 Advanced

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Accounting

 Portal

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Minimum availability

·

 99% (as a percentage per month)

Minimum reliability

·

 99% (as a percentage per month)

Support priority: Medium

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Metrics

 Portal

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Minimum availability

·

 99% (as a percentage per month)

Minimum reliability

·

 99% (as a percentage per month)

Support priority

·

 Best effort

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Accounting

 Repository

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Minimum

 availability

·

 99% (as a percentage per month)

Minimum

 reliability

·

 99% (as a percentage per month)

Support

 priority

·

 Medium

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Collaboration

 Tools

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Minimum

 availability

·

 DNS: 99% (as a percentage per month)

·

 Other: 90% (as a percentage per month)

Minimum

 reliability

·

 99% (as a percentage per month)

Support

 priority

·

 Medium

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Incident

 Management Helpdesk

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Minimum

 availability

·

 99% (as a percentage per month)

Minimum

 reliability

·

 99% (as a percentage per month)

Support

 priority

·

 Medium

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Monitoring

 Central Services

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Minimum

 availability

·

 99% (as a percentage per month)

Minimum

 reliability

·

 99% (as a percentage per month)

Support

 priority

·

 Medium

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Operations

 Portal

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Minimum

 availability

·

 99% (as a percentage per month)

Minimum

 reliability

·

 99% (as a percentage per month)

Support

 priority

·

 Medium

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Service

 Registry GOCDB

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Minimum

 availability

·

 99% (as a percentage per month)

Minimum

 reliability

·

 99% (as a percentage per month)

Support

 priority

·

 Medium

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Software Provisioning Infrastructure

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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)

Support priority

·

 Medium

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Acceptance Criteria

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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.

Support priority

·

 Best effort

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Catch All Services

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Support priority

·

 Medium

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Message Broker Network

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Minimum

 availability

·

 95% (as a percentage per month)

Minimum

 reliability

·

 95% (as a percentage per month)

Support

 priority

·

 Medium

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Operations Support

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Support priority

·

 Medium

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SAM Central Service

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 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" |

Minimum

 availability

·

 99% (as a percentage per month)

Minimum

 reliability

·

 99% (as a percentage per month)

Support

 priority

·

 Medium

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Security Monitoring And Related

 Support Tools

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Minimum

 availability

·

 99% (as a percentage per month)

Minimum

 reliability

·

 99% (as a percentage per month)

Support

 priority

·

 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" |

Stage Rollout

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Support priority

·

 Medium

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 border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
 padding:0cm 5.4pt 0cm 5.4pt" |

Security

 Coordination

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Support

 priority

·

 Medium

Liability

Service providers not providing the requested monthly performance for one month MUST provide a service improvement plan.

@@ Line 7: / Line 7: @@
 Availability/Reliability EGI.eu reports are under development.
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-|-
+ <o:OfficeDocumentSettings>
-! scope="col" | Type of service
+  <o:RelyOnVML/>
-! scope="col" | Service
+  <o:AllowPNG/>
-! scope="col" | Service Target
+  <o:PixelsPerInch>72</o:PixelsPerInch>
-|-
+ </o:OfficeDocumentSettings>
-| rowspan="3" | '''Consulting and Support <br> <br> <br>'''
+</xml><![endif]-->
-| &nbsp;1st , 2nd and 3rd Level Support
-| &nbsp;Top priority: immediate within support hours
-&nbsp;Very urgent: within 8 support hours
-&nbsp;Urgent: within 16 support hours
+<!--[if gte mso 9]><xml>
+ <w:WordDocument>
+  <w:View>Normal</w:View>
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+  <w:IgnoreMixedContent>false</w:IgnoreMixedContent>
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+  <w:DoNotPromoteQF/>
+  <w:LidThemeOther>EN-GB</w:LidThemeOther>
+  <w:LidThemeAsian>X-NONE</w:LidThemeAsian>
+  <w:LidThemeComplexScript>X-NONE</w:LidThemeComplexScript>
+  <w:Compatibility>
+   <w:BreakWrappedTables/>
+   <w:SnapToGridInCell/>
+   <w:WrapTextWithPunct/>
+   <w:UseAsianBreakRules/>
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+   <w:SplitPgBreakAndParaMark/>
+   <w:EnableOpenTypeKerning/>
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+   <m:dispDef/>
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+   <m:defJc m:val="centerGroup"/>
+   <m:wrapIndent m:val="1440"/>
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+  <w:LsdException Locked="false" Priority="39" Name="toc 9"/>
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+   UnhideWhenUsed="false" QFormat="true" Name="Intense Quote"/>
+  <w:LsdException Locked="false" Priority="66" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium List 2 Accent 1"/>
+  <w:LsdException Locked="false" Priority="67" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 1 Accent 1"/>
+  <w:LsdException Locked="false" Priority="68" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 2 Accent 1"/>
+  <w:LsdException Locked="false" Priority="69" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 3 Accent 1"/>
+  <w:LsdException Locked="false" Priority="70" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Dark List Accent 1"/>
+  <w:LsdException Locked="false" Priority="71" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful Shading Accent 1"/>
+  <w:LsdException Locked="false" Priority="72" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful List Accent 1"/>
+  <w:LsdException Locked="false" Priority="73" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful Grid Accent 1"/>
+  <w:LsdException Locked="false" Priority="60" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light Shading Accent 2"/>
+  <w:LsdException Locked="false" Priority="61" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light List Accent 2"/>
+  <w:LsdException Locked="false" Priority="62" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light Grid Accent 2"/>
+  <w:LsdException Locked="false" Priority="63" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Shading 1 Accent 2"/>
+  <w:LsdException Locked="false" Priority="64" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Shading 2 Accent 2"/>
+  <w:LsdException Locked="false" Priority="65" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium List 1 Accent 2"/>
+  <w:LsdException Locked="false" Priority="66" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium List 2 Accent 2"/>
+  <w:LsdException Locked="false" Priority="67" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 1 Accent 2"/>
+  <w:LsdException Locked="false" Priority="68" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 2 Accent 2"/>
+  <w:LsdException Locked="false" Priority="69" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 3 Accent 2"/>
+  <w:LsdException Locked="false" Priority="70" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Dark List Accent 2"/>
+  <w:LsdException Locked="false" Priority="71" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful Shading Accent 2"/>
+  <w:LsdException Locked="false" Priority="72" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful List Accent 2"/>
+  <w:LsdException Locked="false" Priority="73" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful Grid Accent 2"/>
+  <w:LsdException Locked="false" Priority="60" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light Shading Accent 3"/>
+  <w:LsdException Locked="false" Priority="61" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light List Accent 3"/>
+  <w:LsdException Locked="false" Priority="62" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light Grid Accent 3"/>
+  <w:LsdException Locked="false" Priority="63" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Shading 1 Accent 3"/>
+  <w:LsdException Locked="false" Priority="64" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Shading 2 Accent 3"/>
+  <w:LsdException Locked="false" Priority="65" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium List 1 Accent 3"/>
+  <w:LsdException Locked="false" Priority="66" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium List 2 Accent 3"/>
+  <w:LsdException Locked="false" Priority="67" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 1 Accent 3"/>
+  <w:LsdException Locked="false" Priority="68" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 2 Accent 3"/>
+  <w:LsdException Locked="false" Priority="69" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 3 Accent 3"/>
+  <w:LsdException Locked="false" Priority="70" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Dark List Accent 3"/>
+  <w:LsdException Locked="false" Priority="71" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful Shading Accent 3"/>
+  <w:LsdException Locked="false" Priority="72" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful List Accent 3"/>
+  <w:LsdException Locked="false" Priority="73" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful Grid Accent 3"/>
+  <w:LsdException Locked="false" Priority="60" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light Shading Accent 4"/>
+  <w:LsdException Locked="false" Priority="61" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light List Accent 4"/>
+  <w:LsdException Locked="false" Priority="62" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light Grid Accent 4"/>
+  <w:LsdException Locked="false" Priority="63" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Shading 1 Accent 4"/>
+  <w:LsdException Locked="false" Priority="64" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Shading 2 Accent 4"/>
+  <w:LsdException Locked="false" Priority="65" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium List 1 Accent 4"/>
+  <w:LsdException Locked="false" Priority="66" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium List 2 Accent 4"/>
+  <w:LsdException Locked="false" Priority="67" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 1 Accent 4"/>
+  <w:LsdException Locked="false" Priority="68" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 2 Accent 4"/>
+  <w:LsdException Locked="false" Priority="69" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 3 Accent 4"/>
+  <w:LsdException Locked="false" Priority="70" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Dark List Accent 4"/>
+  <w:LsdException Locked="false" Priority="71" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful Shading Accent 4"/>
+  <w:LsdException Locked="false" Priority="72" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful List Accent 4"/>
+  <w:LsdException Locked="false" Priority="73" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful Grid Accent 4"/>
+  <w:LsdException Locked="false" Priority="60" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light Shading Accent 5"/>
+  <w:LsdException Locked="false" Priority="61" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light List Accent 5"/>
+  <w:LsdException Locked="false" Priority="62" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light Grid Accent 5"/>
+  <w:LsdException Locked="false" Priority="63" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Shading 1 Accent 5"/>
+  <w:LsdException Locked="false" Priority="64" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Shading 2 Accent 5"/>
+  <w:LsdException Locked="false" Priority="65" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium List 1 Accent 5"/>
+  <w:LsdException Locked="false" Priority="66" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium List 2 Accent 5"/>
+  <w:LsdException Locked="false" Priority="67" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 1 Accent 5"/>
+  <w:LsdException Locked="false" Priority="68" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 2 Accent 5"/>
+  <w:LsdException Locked="false" Priority="69" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 3 Accent 5"/>
+  <w:LsdException Locked="false" Priority="70" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Dark List Accent 5"/>
+  <w:LsdException Locked="false" Priority="71" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful Shading Accent 5"/>
+  <w:LsdException Locked="false" Priority="72" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful List Accent 5"/>
+  <w:LsdException Locked="false" Priority="73" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful Grid Accent 5"/>
+  <w:LsdException Locked="false" Priority="60" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light Shading Accent 6"/>
+  <w:LsdException Locked="false" Priority="61" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light List Accent 6"/>
+  <w:LsdException Locked="false" Priority="62" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Light Grid Accent 6"/>
+  <w:LsdException Locked="false" Priority="63" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Shading 1 Accent 6"/>
+  <w:LsdException Locked="false" Priority="64" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Shading 2 Accent 6"/>
+  <w:LsdException Locked="false" Priority="65" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium List 1 Accent 6"/>
+  <w:LsdException Locked="false" Priority="66" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium List 2 Accent 6"/>
+  <w:LsdException Locked="false" Priority="67" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 1 Accent 6"/>
+  <w:LsdException Locked="false" Priority="68" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 2 Accent 6"/>
+  <w:LsdException Locked="false" Priority="69" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Medium Grid 3 Accent 6"/>
+  <w:LsdException Locked="false" Priority="70" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Dark List Accent 6"/>
+  <w:LsdException Locked="false" Priority="71" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful Shading Accent 6"/>
+  <w:LsdException Locked="false" Priority="72" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful List Accent 6"/>
+  <w:LsdException Locked="false" Priority="73" SemiHidden="false"
+   UnhideWhenUsed="false" Name="Colorful Grid Accent 6"/>
+  <w:LsdException Locked="false" Priority="19" SemiHidden="false"
+   UnhideWhenUsed="false" QFormat="true" Name="Subtle Emphasis"/>
+  <w:LsdException Locked="false" Priority="21" SemiHidden="false"
+   UnhideWhenUsed="false" QFormat="true" Name="Intense Emphasis"/>
+  <w:LsdException Locked="false" Priority="31" SemiHidden="false"
+   UnhideWhenUsed="false" QFormat="true" Name="Subtle Reference"/>
+  <w:LsdException Locked="false" Priority="32" SemiHidden="false"
+   UnhideWhenUsed="false" QFormat="true" Name="Intense Reference"/>
+  <w:LsdException Locked="false" Priority="33" SemiHidden="false"
+   UnhideWhenUsed="false" QFormat="true" Name="Book Title"/>
+  <w:LsdException Locked="false" Priority="37" Name="Bibliography"/>
+  <w:LsdException Locked="false" Priority="39" QFormat="true" Name="TOC Heading"/>
+ </w:LatentStyles>
+</xml><![endif]--><!--[if gte mso 10]>
+<style>
+ /* Style Definitions */
+ table.MsoNormalTable
+	{mso-style-name:"Table Normal";
+	mso-tstyle-rowband-size:0;
+	mso-tstyle-colband-size:0;
+	mso-style-noshow:yes;
+	mso-style-priority:99;
+	mso-style-parent:"";
+	mso-padding-alt:0cm 5.4pt 0cm 5.4pt;
+	mso-para-margin:0cm;
+	mso-para-margin-bottom:.0001pt;
+	mso-pagination:widow-orphan;
+	font-size:10.0pt;
+	font-family:"Cambria","serif";}
+table.MsoTableGrid
+	{mso-style-name:"Table Grid";
+	mso-tstyle-rowband-size:0;
+	mso-tstyle-colband-size:0;
+	mso-style-unhide:no;
+	border:solid windowtext 1.0pt;
+	mso-border-alt:solid windowtext .5pt;
+	mso-padding-alt:0cm 5.4pt 0cm 5.4pt;
+	mso-border-insideh:.5pt solid windowtext;
+	mso-border-insidev:.5pt solid windowtext;
+	mso-para-margin:0cm;
+	mso-para-margin-bottom:.0001pt;
+	mso-pagination:widow-orphan;
+	font-size:10.0pt;
+	font-family:"Cambria","serif";}
+</style>
+<![endif]-->
+{| border="1" cellspacing="0" cellpadding="0" style="border-collapse:collapse;border:none;mso-border-alt:solid windowtext .5pt;
+ mso-yfti-tbllook:1184;mso-padding-alt:0cm 5.4pt 0cm 5.4pt" class="MsoTableGrid"
+|- style="mso-yfti-irow:0;mso-yfti-firstrow:yes"
+| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
+  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</span>'''
-&nbsp;Less Urgent: within 40 support hours
+| width="387" valign="top" style="width:290.6pt;border:solid windowtext 1.0pt;
+  border-left:none;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">Targets</span>'''
-|-
+|- style="mso-yfti-irow:1"
-| &nbsp;Grid Oversight
+| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
-| &nbsp;1 hour response time within the support hours
+  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
-|-
+  padding:0cm 5.4pt 0cm 5.4pt" |
-| &nbsp;Central EGI helpdesk
+<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">1<sup>st</sup>
-| &nbsp;Availability/Reliability: 99%/99%
+  Level Support </span>
-|-
-| '''Software'''
-| Repository of validated software
-| &nbsp;Availability/Reliability:
-&nbsp;Repository frontend: 90% / 99%
-&nbsp;Repository backend: 90% / 99%
+| 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">Maximum
+  response</span>
-|-
+<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
-| rowspan="7" | '''Operations Tools and Services '''<br> <br> <br> <br> <br> <br> <br>
+  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;
-| &nbsp;Service Availability Monitoring (SAM) central service
+  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
-| &nbsp;Availability/Reliability: 95%/99%
+.0pt">1 working hour</span>
-|-
-| &nbsp;Operational Tools and Meta-service Monitoring (Ops-Monitor)
-| &nbsp;Availability/Reliability: 99%/99%
-|-
-| &nbsp;Operations Portal
-| &nbsp;Availability/Reliability: 99%/99%
-|-
-| &nbsp;Accounting Portal and database
-| &nbsp;Availability/Reliability:
-&nbsp;Repository: 99%/99%
-&nbsp;Accounting Portal: 99%/99%
+|- style="mso-yfti-irow:2"
+| 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">2<sup>nd</sup>
+  Level 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;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:
+.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:
+.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:
+.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"
+| 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">Metrics
+  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:
+.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:
+.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</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:
+.0pt;mso-bidi-font-family:&quot;Open Sans"">Best effort</span><span style="font-size:9.0pt;mso-bidi-font-size:10.0pt" />
+|- style="mso-yfti-irow:5"
+| 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:
+  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:
+.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:
+.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:
+.0pt">Medium</span>
+|- style="mso-yfti-irow:6"
+| 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;
+  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:
+.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;
+  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
+.0pt">Other: 90% (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:
+.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:
+.0pt">Medium</span>
+|- style="mso-yfti-irow:7"
+| 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">Incident
+  Management Helpdesk</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:
+.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:
+.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:
+.0pt">Medium </span>
+|- style="mso-yfti-irow:8"
+| 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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.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:
+.0pt">Medium</span>
-|-
-| GOCDB
-| &nbsp;Availability/Reliability: 99%/99%
-|-
-| &nbsp;Security monitoring tools
-| &nbsp;Availability/Reliability: 99%/99%
-|-
-| &nbsp;Grid Services for RC certification
-| &nbsp;Availability/Reliability: 99%/99%
-|-
-| rowspan="3" | '''Grid Services '''<br> <br> <br>
-| &nbsp;Virtual Organisation Management
-| &nbsp;Availability/Reliability: 99%/99%
-|-
-| &nbsp;Workload Management
-| &nbsp;Availability/Reliability: 99%/99%
-|-
-| &nbsp;Information Discovery
-| &nbsp;Availability/Reliability: 99%/99%
 |}
-<br>
 <br>

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

Revision as of 15:27, 2 May 2014

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