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SLM OLA Service Levels

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Main 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

It is mandatory that services operated by provide a minimum monthly Availability/Reliability as specified below   (see the Operational Level Agreement).

Availability/Reliability 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.