Difference between revisions of "SLM EGI.eu OLA Service Levels"
m (Protected "SLM EGI.eu Service Levels" ([edit=sysop] (indefinite) [move=sysop] (indefinite))) |
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Availability/Reliability EGI.eu reports are under development. | Availability/Reliability EGI.eu reports are under development. | ||
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mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman""> | |||
</span></span></span><span style="font-size:9.0pt;mso-bidi-font-size: | |||
10.0pt">1 working hour</span> | |||
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 "Times New Roman""> | |||
</span></span></span><span style="font-size:9.0pt;mso-bidi-font-size: | |||
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:"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 "Times New Roman""> | |||
</span></span></span><span style="font-size:9.0pt;mso-bidi-font-size: | |||
10.0pt;mso-bidi-font-family:"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:"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 "Times New Roman""> | |||
</span></span></span><span style="font-size:9.0pt;mso-bidi-font-size: | |||
10.0pt;mso-bidi-font-family:"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:"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:"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 "Times New Roman""> | |||
</span></span></span><span style="font-size:9.0pt;mso-bidi-font-size: | |||
10.0pt;mso-bidi-font-family:"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:"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 "Times New Roman""> | |||
</span></span></span><span style="font-size:9.0pt;mso-bidi-font-size: | |||
10.0pt;mso-bidi-font-family:"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:"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 "Times New Roman""> | |||
</span></span></span><span style="font-size:9.0pt;mso-bidi-font-size: | |||
10.0pt;mso-bidi-font-family:"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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</span></span></span><span style="font-size:9.0pt;mso-bidi-font-size: | |||
10.0pt">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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</span></span></span><span style="font-size:9.0pt;mso-bidi-font-size: | |||
10.0pt">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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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; | |||
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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</span></span></span><span style="font-size:9.0pt;mso-bidi-font-size: | |||
10.0pt">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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</span></span></span><span style="font-size:9.0pt">UMD | |||
repositories, web front-end,<span style="mso-spacerun:yes"> </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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</span></span></span><span style="font-size:9.0pt">Medium <span style="mso-spacerun:yes"> </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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</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 "Times New Roman""> | |||
</span></span></span><span style="font-size:9.0pt;mso-bidi-font-size: | |||
10.0pt">Medium</span> | |||
|} | |} | ||
<br> | <br> |
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.
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" | Service |
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" | Targets |
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" | 1st Level Support |
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" | Maximum response · 1 working hour
|
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" | 2nd Level Support |
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" | Support priority · Advanced
|
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" | Accounting Portal |
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" | 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" | Metrics Portal |
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" | Minimum availability · 99% (as a percentage per month)
Minimum reliability · 99% (as a percentage per month)
Support priority · Best effort |
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" | Accounting Repository |
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" | 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" | Collaboration Tools |
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" | 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
|
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" | Incident Management Helpdesk |
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" | 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" | Monitoring Central Services |
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" | 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" | Operations Portal |
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" | 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" | Service Registry GOCDB |
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" | 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" | Software Provisioning Infrastructure |
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" | 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
|
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" | Acceptance Criteria |
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" | 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
|
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" | Catch All Services |
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" | 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" | Message Broker Network |
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" | Minimum availability · 95% (as a percentage per month)
Minimum reliability · 95% (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" | Operations Support |
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" | 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" | SAM Central Service |
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" | 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" | Security Monitoring And Related Support Tools |
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" | 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 |
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" | 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" | Security Coordination |
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" | Support priority · Medium
|
Liability | Service providers not providing the requested monthly performance for one month MUST provide a service improvement plan. |