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. | ||
<br> | <br> | ||
{| border="1" | {|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 | |||
|- | |- | ||
| | | Catch All Services | ||
| | | '''Support priority:''' Medium | ||
Support priority: | |||
|- | |- | ||
| | | 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 | |||
|- | |- | ||
| | | Operations Support | ||
| | | '''Support priority:''' Medium | ||
Support priority: Medium | |||
|- | |- | ||
| | | 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 | |||
|- | |- | ||
| | | 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 | |||
|- | |- | ||
| Stage Rollout | |||
| 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
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
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. |