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SLM EGI.eu OLA Service Levels

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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

AccountingPortal

Minimum availability

99% (as a percentage per month)Minimum reliability99% (as a percentage per month)Support priority: Medium

Metrics 
 Portal
Minimum availability99% (as a percentage per month)Minimum reliability99% (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

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

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 availabilityUMD 
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 priorityMedium
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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<span style="font-size:9.0pt" />
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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<span style="font-size:9.0pt" />
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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<span style="font-size:9.0pt" />

Stage Rollout 

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.
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