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Difference between revisions of "Service Level Target - Quality of Support"

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see https://confluence.egi.eu/display/EGISLM/Service+Level+Target+-+Quality+of+Support
 
<br>
 
Quality of Support was introduced to track responsiveness of GGUS Support Unit.
 
= Definition  =
 
Quality of Support is calculated and reported by [https://ggus.eu/?mode=report_view GGUS report Genegrator].
 
 
There are three different QoS levels, each defining different [[FAQ GGUS-Waiting-For-PT-Process#Respond_to_a_ticket|response times]] for given [[FAQ GGUS-Ticket-Priority|Ticket Priority]].
 
*Base
*Medium
*Advanced
 
Description of all Levels can be found here [[FAQ_GGUS-QoS-Levels| FAQ GGUS QoS Levels]]
 
= Threshold  =
 
There are three different QoS levels, each defining different [[FAQ GGUS-Waiting-For-PT-Process#Respond_to_a_ticket|response times]] for given [[FAQ GGUS-Ticket-Priority|Ticket Priority]].
 
*Base
*Medium
*Advanced
 
Description of all Levels can be found here [[FAQ_GGUS-QoS-Levels| FAQ GGUS QoS Levels]]
 
= How to check which ticket cause the problem  =
 
= Reports  =
 
Monthly Reports are available at '''[[Resource Centres OLA and Resource infrastructure Provider OLA reports|'''Resource Centres OLA and Resource infrastructure Provider OLA reports wiki page''']]'''
 
[[Category:Service_Level_Management]]

Latest revision as of 14:15, 25 August 2020