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| {| border="1" cellspacing="0" cellpadding="0" | | {| border="1" cellspacing="0" cellpadding="0" |
| |- | | |- |
| | Service | | |Service |
| | Targets | | |Targets |
| |- | | |- |
| | | | |1<sup>st</sup> Level Support |
| 1<sup>st</sup> Level Support
| | |Maximum response 1 working hour |
| | |
| | | |
| Maximum response 1 working hour
| |
| | |
| |- | | |- |
| | 2<sup>nd</sup> Level Support | | |2<sup>nd</sup> Level Support |
| | | |Support priority: Advanced |
| | Support priority | |
| Advanced | |
| | |
| |- | | |- |
| | AccountingPortal | | |Accounting Portal |
| | | |Minimum availability: 99% (as a percentage per month) |
| | | | Minimum reliability: 99% (as a percentage per month) |
| Minimum availability | | Support priority: Medium |
| | |
| 99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority: Medium | |
| |- | | |- |
| | Metrics | | |Metrics Portal |
| Portal
| | |Minimum availability: 99% (as a percentage per month) |
| | | Minimum reliability: 99% (as a percentage per month) |
| | Minimum availability99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority | | Support priority: Best effort |
| | |
| Best effort | |
| | |
| |- | | |- |
| | Accounting | | |Accounting Repository |
| | | |Minimum availability: 99% (as a percentage per month) |
| Repository
| | Minimum reliability: 99% (as a percentage per month) |
| | | Support priority: Medium |
| | Minimum | |
| | |
| | |
| availability
| |
| | |
| 99% (as a percentage per month)Minimum | |
| | |
| | |
| reliability
| |
| | |
| 99% (as a percentage per month)Support | |
| | |
| priority
| |
| | |
| Medium | |
| | |
| |- | | |- |
| | Collaboration | | |Collaboration Tools |
| | | |Minimum availability |
| Tools
| | #DNS: 99% (as a percentage per month) |
| | | #Other: 90% (as a percentage per month) |
| | Minimum | | Minimum reliability: 99% (as a percentage per month) |
| | | Support priority: Medium |
| 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 | | |Incident Management Helpdesk |
| | | |Minimum availability: 99% (as a percentage per month) |
| | | Minimum reliability: 99% (as a percentage per month) |
| Management Helpdesk
| | Support priority: Medium |
| | | |
| Minimum | |
|
| |
| | |
| availability
| |
| | |
| | |
| | |
| 99% (as a percentage per month)Minimum
| |
| | |
| | |
| reliability
| |
| | |
| | |
| | |
| 99% (as a percentage per month)</span>
| |
| | |
| Support | |
| | |
| | |
| priority
| |
| | |
| Medium | |
| | |
| |- | | |- |
| | Monitoring | | |Monitoring Central Services |
| | | |Minimum availability: 99% (as a percentage per month) |
| | | Minimum reliability: 99% (as a percentage per month) |
| Central Services
| | Support priority: Medium |
| | |
| | Minimum | |
| | |
| | |
| availability
| |
| | |
| 99% (as a percentage per month)Minimum | |
| | |
| | |
| reliability
| |
| | |
| 99% (as a percentage per month)Support | |
| | |
| | |
| priority
| |
| | |
| Medium | |
| | |
| |- | | |- |
| | Operations | | |Operations Portal |
|
| | |Minimum availability: 99% (as a percentage per month) |
| | | Minimum reliability: 99% (as a percentage per month) |
| Portal
| | Support priority: Medium |
| | |
| | Minimum | |
|
| |
| | |
| availability
| |
| | |
| 99% (as a percentage per month)Minimum | |
| | |
| | |
| reliability
| |
| | |
| 99% (as a percentage per month)Support | |
| | |
| | |
| priority
| |
| | |
| Medium | |
| | |
| |- | | |- |
| | Service | | |Service Registry GOCDB |
| | | |Minimum availability: 99% (as a percentage per month) |
| Registry GOCDB
| | Minimum reliability: 99% (as a percentage per month) |
| | | Support priority: Medium |
| | Minimum | |
| | |
| availability
| |
| | |
| 99% (as a percentage per month)Minimum | |
| | |
| reliability
| |
| | |
| 99% (as a percentage per month)Support | |
| | |
| | |
| priority
| |
| | |
| Medium | |
| | |
| |- | | |- |
| | Software Provisioning Infrastructure</span> | | |Software Provisioning Infrastructure |
| | | |Minimum availability |
| |Minimum availabilityUMD | | #UMD repositories, web front-end,the community repository: 90% (as a percentage per month) |
| repositories, web front-end,the community repository: 90% (as a percentage per month)The other
| | #The other components: 75% (as a percentage per month) |
| components: 75% (as a percentage per month)Minimum reliability
| | Minimum reliability: 90% (as a percentage per month) |
| | | Support priority: Medium |
| 90% (as a
| | |- |
| percentage per month)Support priorityMedium
| | |Acceptance Criteria |
| | | |Incremental definition: New document version is produced every year, following two public drafts. |
| |- style="mso-yfti-irow:12" | | 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. |
| | width="196" valign="top" style="width:147.15pt;border:solid windowtext 1.0pt; | | Support priority: Best effort |
| 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 |
| | | |Support priority: Medium |
| <span style="font-size:9.0pt">Acceptance Criteria</span>
| | |- |
| | | |Message Broker Network |
| | width="387" valign="top" style="width:290.6pt;border-top:none;border-left: | | |Minimum availability: 95% (as a percentage per month) |
| none;border-bottom:solid windowtext 1.0pt;border-right:solid windowtext 1.0pt;
| | Minimum reliability: 95% (as a percentage per month) |
| mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
| | Support priority: Medium |
| mso-border-alt:solid windowtext .5pt;padding:0cm 5.4pt 0cm 5.4pt" |
| | |- |
| | | |Operations Support |
| <span style="font-size:9.0pt">Incremental definition </span>
| | |Support priority: 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>
| | |SAM Central Service |
| </span></span></span>
| | |Minimum availability: 99% (as a percentage per month) |
| | | Minimum reliability: 99% (as a percentage per month) |
| <span style="font-size:9.0pt">New document
| | Support priority: Medium |
| version is produced every year, following two public drafts. </span>
| | |- |
| | | |Security Monitoring And Related Support Tools |
| <span style="font-size:9.0pt">Verification of acceptance
| | |Minimum availability: 99% (as a percentage per month) |
| </span>
| | Minimum reliability: 99% (as a percentage per month) |
| | | Support priority: Medium |
| criteria
| | |- |
| | | |Stage Rollout |
| <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>
| | |Support priority: Medium |
| </span></span></span>
| | |- |
| | | |Security Coordination |
| <span style="font-size:9.0pt">The verification
| | |Support priority: Medium |
| 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>
| |
| </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>
| |
| </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
| |
| </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>
| |
| </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
| |
| </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>
| |
| </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
| |
| </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>
| |
| </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>
| |
| </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
| |
| </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>
| |
| </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
| |
| </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>
| |
| </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
| |
| </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>
| |
| </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
| |
| </span>
| |
| | |
| 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" |
| |
| | |
| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Minimum
| |
| </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>
| |
| </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
| |
| </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>
| |
| </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
| |
| </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>
| |
| </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" | |
| | | |
| <span style="font-size:9.0pt">Stage Rollout</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>
| |
| </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
| |
| </span>
| |
| | |
| 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" |
| |
| | |
| <span style="font-size:9.0pt;mso-bidi-font-size:10.0pt">Support
| |
| </span>
| |
| | |
| priority
| |
| | |
| <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>
| |
| </span></span></span>
| |
| | |
| <span style="font-size:9.0pt;mso-bidi-font-size: 10.0pt">Medium</span>
| |
| | |
| |} | | |} |
|
| |
|