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SLM EGI.eu OLA Service Levels

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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.

Type of service Service Service Target
Consulting and Support


1st , 2nd and 3rd Level Support  Top priority: immediate within support hours

Very urgent: within 8 support hours

Urgent: within 16 support hours

Less Urgent: within 40 support hours

Grid Oversight  1 hour response time within the support hours
Central EGI helpdesk  Availability/Reliability: 99%/99%
Software Repository of validated software  Availability/Reliability:

Repository frontend: 90% / 99%

Repository backend: 90% / 99%

Operations Tools and Services






Service Availability Monitoring (SAM) central service  Availability/Reliability: 95%/99%
Operational Tools and Meta-service Monitoring (Ops-Monitor)  Availability/Reliability: 99%/99%
Operations Portal  Availability/Reliability: 99%/99%
Accounting Portal and database  Availability/Reliability:

Repository: 99%/99%

Accounting Portal: 99%/99%

GOCDB  Availability/Reliability: 99%/99%
Security monitoring tools  Availability/Reliability: 99%/99%
Grid Services for RC certification  Availability/Reliability: 99%/99%
Grid Services


Virtual Organisation Management  Availability/Reliability: 99%/99%
Workload Management  Availability/Reliability: 99%/99%
Information Discovery  Availability/Reliability: 99%/99%



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