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

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Availability/Reliability EGI.eu reports are under development.  
Availability/Reliability EGI.eu reports are under development.  


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{| border="1" cellspacing="0" cellpadding="0"
{|border="1" class="wikitable sortable"
|-  
|-
|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
|-  
|-
|Accounting Portal
| Accounting Portal  
|Minimum availability: 99% (as a percentage per month)
| '''Minimum availability:''' 99% (as a percentage per month)  
Minimum reliability: 99% (as a percentage per month)
'''Minimum reliability:''' 99% (as a percentage per month)  
Support priority: Medium
 
|-  
'''Support priority: '''Medium  
|Metrics Portal
 
|Minimum availability: 99% (as a percentage per month)
|-
Minimum reliability: 99% (as a percentage per month)
| Metrics Portal  
Support priority: Best effort
| '''Minimum availability:''' 99% (as a percentage per month)  
|-  
'''Minimum reliability:''' 99% (as a percentage per month)  
|Accounting Repository
 
|Minimum availability: 99% (as a percentage per month)
'''Support priority: '''Best effort  
Minimum reliability: 99% (as a percentage per month)
 
Support priority: Medium
|-
|-  
| Accounting Repository  
|Collaboration Tools
| '''Minimum availability:''' 99% (as a percentage per month)  
|Minimum availability  
'''Minimum reliability: '''99% (as a percentage per month)  
#DNS: 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)
#Other: 90% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month)
 
Support priority: Medium
'''Minimum reliability:''' 99% (as a percentage per month)  
|-  
 
|Incident Management Helpdesk
'''Support priority:''' Medium  
|Minimum availability: 99% (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)  
|Monitoring Central Services
'''Minimum reliability:''' 99% (as a percentage per month)  
|Minimum availability: 99% (as a percentage per month)
 
Minimum reliability: 99% (as a percentage per month)
'''Support priority:''' Medium  
Support priority: Medium
 
|-  
|-
|Operations Portal
| Monitoring Central Services  
|Minimum availability: 99% (as a percentage per month)
| '''Minimum availability:''' 99% (as a percentage per month)  
Minimum reliability: 99% (as a percentage per month)
'''Minimum reliability: '''99% (as a percentage per month)  
Support priority: Medium
 
|-  
'''Support priority:''' Medium  
|Service Registry GOCDB
 
|Minimum availability: 99% (as a percentage per month)
|-
Minimum reliability: 99% (as a percentage per month)
| Operations Portal  
Support priority: Medium
| '''Minimum availability:''' 99% (as a percentage per month)  
|-  
'''Minimum reliability:''' 99% (as a percentage per month)  
|Software Provisioning Infrastructure
 
|Minimum availability
'''Support priority: '''Medium  
#UMD repositories, web front-end,the community repository: 90% (as a percentage per month)
 
|-
| 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 availability '''
#UMD repositories, web front-end,the community repository: 90% (as a percentage per month)  
#The other components: 75% (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  
'''Minimum reliability:''' 90% (as a percentage per month)  
 
'''Support priority:''' Medium  
 
|-
| Acceptance Criteria
| '''Incremental definition:''' New document version is produced every year, following two public drafts.
'''Verification of acceptance criteria:''' The verification activities must support the UMD releases. The estimated number of products to verify in one year is 200 PPA.
 
'''Support priority''': Best effort
 
|-
|-
|Acceptance Criteria
| Catch All Services
|Incremental definition: New document version is produced every year, following two public drafts.
| '''Support priority:''' Medium
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
|-
|-
|Catch All Services
| Message Broker Network
|Support priority: Medium
| '''Minimum availability:''' 95% (as a percentage per month)
'''Minimum reliability: '''95% (as a percentage per month)
 
'''Support priority: '''Medium  
 
|-
|-
|Message Broker Network
| Operations Support
|Minimum availability: 95% (as a percentage per month)
| '''Support priority:''' Medium
Minimum reliability: 95% (as a percentage per month)
Support priority: Medium
|-
|-
|Operations Support
| SAM Central Service
|Support priority: Medium
| '''Minimum availability:''' 99% (as a percentage per month)
'''Minimum reliability:''' 99% (as a percentage per month)
 
'''Support priority: '''Medium  
 
|-
|-
|SAM Central Service
| Security Monitoring And Related Support Tools
|Minimum availability: 99% (as a percentage per month)
| Minimum availability: 99% (as a percentage per month)  
Minimum reliability: 99% (as a percentage per month)
Minimum reliability: 99% (as a percentage per month) Support priority: Medium  
Support priority: Medium
 
|-
|-
|Security Monitoring And Related Support Tools
| Stage Rollout  
|Minimum availability: 99% (as a percentage per month)
| Support priority: Medium
Minimum reliability: 99% (as a percentage per month)
Support priority: Medium
|-
|Stage Rollout
|Support priority: Medium
|-
|-
|Security Coordination
| Security Coordination  
|Support priority: Medium
| Support priority: Medium
|}
|}



Revision as of 17:39, 23 July 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
1st Level Support Maximum response: 1 working hour
2nd Level Support Support priority: Advanced
Accounting Portal Minimum availability: 99% (as a percentage per month)

Minimum reliability: 99% (as a percentage per month)

Support priority: Medium

Metrics Portal Minimum availability: 99% (as a percentage per month)

Minimum reliability: 99% (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
  1. DNS: 99% (as a percentage per month)
  2. 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 availability
  1. UMD repositories, web front-end,the community repository: 90% (as a percentage per month)
  2. The other components: 75% (as a percentage per month)

Minimum reliability: 90% (as a percentage per month)

Support priority: Medium

Acceptance Criteria Incremental definition: New document version is produced every year, following two public drafts.

Verification of acceptance criteria: The verification activities must support the UMD releases. The estimated number of products to verify in one year is 200 PPA.

Support priority: Best effort

Catch All Services Support priority: Medium
Message Broker Network Minimum availability: 95% (as a percentage per month)

Minimum reliability: 95% (as a percentage per month)

Support priority: Medium

Operations Support Support priority: Medium
SAM Central Service Minimum availability: 99% (as a percentage per month)

Minimum reliability: 99% (as a percentage per month)

Support priority: Medium

Security Monitoring And Related Support Tools Minimum availability: 99% (as a percentage per month)

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

Stage Rollout Support priority: Medium
Security Coordination Support priority: Medium



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