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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.


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Service

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Targets

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1st

 Level Support 
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Maximum

 response

·        

 1 working hour
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2nd

 Level Support
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Support

 priority

·        

 Advanced
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Accounting

 Portal
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Minimum availability

·        

 99% (as a percentage per month)

Minimum reliability

·        

 99% (as a percentage per month)

Support priority: Medium

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Metrics

 Portal
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Minimum availability

·        

 99% (as a percentage per month)

Minimum reliability

·        

 99% (as a percentage per month)

Support priority

·        

 Best effort
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Accounting

 Repository
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Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium
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Collaboration

 Tools
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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
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Incident

 Management Helpdesk
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Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium 
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Monitoring

 Central Services
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Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium
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Operations

 Portal
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Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium
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Service

 Registry GOCDB
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Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium
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Software Provisioning Infrastructure

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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)

Minimum reliability

·        

 90% (as a
 percentage per month)

Support priority

·        

 Medium  
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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
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Catch All Services

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Support priority

·        

 Medium
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Message Broker Network

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Minimum

 availability

·        

 95% (as a percentage per month)

Minimum

 reliability

·        

 95% (as a percentage per month)

Support

 priority

·        

 Medium
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Operations Support

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Support priority

·        

 Medium
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SAM Central Service

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Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

 Medium
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Security Monitoring And Related

 Support Tools
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Minimum

 availability

·        

 99% (as a percentage per month)

Minimum

 reliability

·        

 99% (as a percentage per month)

Support

 priority

·        

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

Stage Rollout

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Support priority

·        

 Medium
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Security

 Coordination
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Support

 priority

·        

 Medium



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