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

Revision as of 15:38, 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.

Service

Targets

1^st Level Support

Maximum response 1 working hour

2^nd Level Support

Support priority

Advanced

AccountingPortal

Minimum availability

99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority: Medium

Metrics

 Portal

Minimum availability99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority

Best effort

Accounting

 Repository

Minimum

 availability

99% (as a percentage per month)Minimum

 reliability

99% (as a percentage per month)Support

 priority

Medium

Collaboration

 Tools

Minimum

 availability

DNS: 99% (as a percentage per month)Other: 90% (as a percentage per month)Minimum

 reliability

99% (as a percentage per month)Support

 priority

Medium

Incident

 Management Helpdesk

Minimum

 availability

99% (as a percentage per month)Minimum

 reliability

99% (as a percentage per month)

Support

 priority

Medium

Monitoring

 Central Services

Minimum

 availability

99% (as a percentage per month)Minimum

 reliability

99% (as a percentage per month)Support

 priority

Medium

Operations

 Portal

Minimum

 availability

99% (as a percentage per month)Minimum

 reliability

99% (as a percentage per month)Support

 priority

Medium

Service

 Registry GOCDB

Minimum

 availability

99% (as a percentage per month)Minimum

 reliability

99% (as a percentage per month)Support

 priority

Medium

Software Provisioning Infrastructure

Minimum availabilityUMD

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 priorityMedium

width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;

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padding:0cm 5.4pt 0cm 5.4pt" |

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

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

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mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |

Support priority

·

 Medium

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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<span style="font-size:9.0pt" />

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<span style="font-size:9.0pt" />

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<span style="font-size:9.0pt" />

Stage Rollout

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.

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-   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>'''
-| 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"
+{| border="1" cellspacing="0" cellpadding="0"
-| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
+|-
-  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
+| Service
-  padding:0cm 5.4pt 0cm 5.4pt" |
+| Targets
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">1<sup>st</sup>
+|-
-  Level Support </span>
+|
+<sup>st</sup> Level Support
+|
+ Maximum response 1 working hour
+|-
+| 2<sup>nd</sup> Level Support
+| Support priority
+Advanced
+|-
+| AccountingPortal
+|
+Minimum availability
+% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority: Medium
+|-
+| Metrics
+  Portal
+| Minimum availability99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority
+Best effort
+|-
+| Accounting
+  Repository
+| Minimum
+  availability
-| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
+% (as a percentage per month)Minimum
-  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;
-  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">1 working hour</span>
-|- style="mso-yfti-irow:2"
+   reliability
-| 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:
+% (as a percentage per month)Support
-  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;
+   priority
-   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"
+Medium
-| width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt;
-  border-top:none;mso-border-top-alt:solid windowtext .5pt;mso-border-alt:solid windowtext .5pt;
-  padding:0cm 5.4pt 0cm 5.4pt" |
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">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;
+| Collaboration
-  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;
+   Tools
-   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;
+| Minimum
-  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;
+   availability
-   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;
+DNS: 99% (as a percentage per month)Other: 90% (as a percentage per month)Minimum
-  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:
+   reliability
-   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;
+% (as a percentage per month)Support
-  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;
+   priority
-   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;
+Medium
-  mso-bidi-font-family:&quot;Open Sans"">Support priority</span>
+|-
+| Incident
-<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"
+   Management Helpdesk
-| 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;
+Minimum
-  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:
+   availability
-  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;
+% (as a percentage per month)Minimum
-  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;
+   reliability
-   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;
+% (as a percentage per month)</span>
-  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;
+Support
-  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;
+   priority
-   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
+Medium
-  priority</span>
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
+|-
-  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
+| Monitoring
-  </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:
+   Central Services
-   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;
+| Minimum
-  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;
+   availability
-   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
+% (as a percentage per month)Minimum
-  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"
+   reliability
-| 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:
+% (as a percentage per month)Support
-  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
+   priority
-   reliability</span>
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
+Medium
-  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
-  </span></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
-.0pt">99% (as a percentage per month)</span>
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
+|-
-  priority</span>
+| Operations
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
+   Portal
-   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"
+| Minimum
-| 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:
+   availability
-  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;
+% (as a percentage per month)Minimum
-  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;
+   reliability
-   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
+% (as a percentage per month)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"
+   priority
-| 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:
+Medium
-  none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
-  mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
-  mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
-  availability</span>
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
+|-
-  mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt &quot;Times New Roman"">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
+| Service
-  </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
+   Registry GOCDB
-   reliability</span>
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
+| Minimum
-  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
+   availability
-   priority</span>
-<span style="font-family:Symbol;mso-fareast-font-family:Symbol;mso-bidi-font-family:
+% (as a percentage per month)Minimum
-  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"
+   reliability
-| 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:
+% (as a percentage per month)Support
-  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;
+   priority
-   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>
+Medium
-<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;
+| Software Provisioning Infrastructure</span>
-  </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>
+|Minimum availabilityUMD
+ repositories, web front-end,the community repository: 90% (as a percentage per month)The other
+ components: 75% (as a percentage per month)Minimum reliability
-<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
+% (as a
-  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;
+ percentage per month)Support priorityMedium
-  </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" |
+ padding:0cm 5.4pt 0cm 5.4pt" &#124;
-<span style="font-size:9.0pt">Acceptance Criteria</span>
-| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
+<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-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" |
+ mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
-<span style="font-size:9.0pt">Incremental definition </span>
-<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
+<span style="font-size:9.0pt">Incremental definition </span>
-  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
+<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
-  version is produced every year, following two public drafts. </span>
+</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>
-<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
+   criteria
-   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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
+</span></span></span>
-<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
+  <span style="font-size:9.0pt">The verification
-  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;
+ activities must support the UMD releases. The estimated number of products to
-  </span></span></span><span style="font-size:9.0pt">Best effort</span>
+ 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>&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" |
+ padding:0cm 5.4pt 0cm 5.4pt" &#124;
-<span style="font-size:9.0pt">Catch All Services</span>
+<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-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" |
+ mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
-<span style="font-size:9.0pt">Support priority</span>
-<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
+<span style="font-size:9.0pt">Support priority</span>
-  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>
+<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>&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" |
+ padding:0cm 5.4pt 0cm 5.4pt" &#124;
-<span style="font-size:9.0pt">Message Broker Network</span>
-| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
+<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-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" |
+ mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
-   availability</span>
+</span>
+   availability
+<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
+</span></span></span>
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
+   <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">95% (as a percentage per month)</span>
-  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>
+   reliability
+<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
+</span></span></span>
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
+   <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">95% (as a percentage per month)</span>
-  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>
+  priority
-<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
+<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
-  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></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
-.0pt">Medium</span><span style="font-size:9.0pt" />
+  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>&lt;span style="font-size:9.0pt" /&gt;
 |- 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" |
+ padding:0cm 5.4pt 0cm 5.4pt" &#124;
-<span style="font-size:9.0pt">Operations Support</span>
+<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-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" |
+ mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
-<span style="font-size:9.0pt">Support priority</span>
+<span style="font-size:9.0pt">Support priority</span>
-<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
+<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
-  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></span></span><span style="font-size:9.0pt">Medium</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" |
+ padding:0cm 5.4pt 0cm 5.4pt" &#124;
-<span style="font-size:9.0pt">SAM Central Service</span>
+<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-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" |
+ mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
-   availability</span>
+</span>
+   availability
+<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
+</span></span></span>
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
+   <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">99% (as a percentage per month)</span>
-  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>
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
+  reliability
-  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:
+<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
-.0pt">99% (as a percentage per month)</span>
+</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>
-<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
+  priority
-  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:
+<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
-.0pt">Medium</span><span style="font-size:9.0pt" />
+</span></span></span>
+  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>&lt;span style="font-size:9.0pt" /&gt;
 |- 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" |
+ padding:0cm 5.4pt 0cm 5.4pt" &#124;
 <span style="font-size:9.0pt">Security Monitoring And Related
-  Support Tools</span>
+</span>
-| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
+  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-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" |
+ mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
-  availability</span>
+</span>
+  availability
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
+<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
-  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></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">99% (as a percentage per month)</span>
 <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
-  reliability</span>
+</span>
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
+  reliability
-  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:
+<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
-.0pt">99% (as a percentage per month)</span>
+</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>
+   priority
+<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
+</span></span></span>
-<span style="font-size:9.0pt;font-family:Symbol;mso-fareast-font-family:Symbol;
+   <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>&lt;span style="font-size:9.0pt" /&gt;
-   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;
+ <span style="font-size:9.0pt">Stage Rollout</span>
-  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 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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
-  </span></span></span><span style="font-size:9.0pt">Medium</span>
+ </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" |
+ padding:0cm 5.4pt 0cm 5.4pt" &#124;
 <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Security
-  Coordination</span>
+</span>
-| width="387" valign="top" style="width:290.6pt;border-top:none;border-left:
+  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-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" |
+ mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" &#124;
 <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
-  priority</span>
+</span>
+  priority
-<span style="font-size:9.0pt;mso-bidi-font-size:10.0pt;font-family:Symbol;
+<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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
-  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></span></span><span style="font-size:9.0pt;mso-bidi-font-size:
-.0pt">Medium</span>
+  <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>
 |}
+<br> <br>
-<br>
 {|

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

Revision as of 15:38, 2 May 2014

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