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| | see https://confluence.egi.eu/display/EGISLM/Service+Level+Target+-+Quality+of+Support |
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| <br>
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| Quality of Support was introduced to track responsiveness of GGUS Support Unit.
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| = Definition =
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| Quality of Support is calculated and reported by [https://ggus.eu/?mode=report_view GGUS report Genegrator] and is based on '''response time value'''.
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| <br> The response time is a performance figure calculated from the Support Unit's point of view. It describes how quick a support unit is reacting on tickets.
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| Response time is the time from
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| *either assigning a ticket to a support unit and the support unit is kept until the first status changes to any other value than "assigned",
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| *or assigning a ticket to a support unit and the status value "assigned" is kept until the support unit changes to any other support unit (re-assign).
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| The response time is calculated as '''difference between the time stamp changing the status or re-assigning the ticket and the assign time stamp'''. While assigning a ticket to a support unit the expected response time stamp is calculated by adding an amount of time to the assign time stamp.
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| <br> ''Response times are based on office hours. Hence the results unit is working days.''
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| = Threshold =
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| There are three different QoS levels, each defining different [[FAQ Report Generator (GGUS)#Response_time|response times]] for given [[FAQ GGUS-Ticket-Priority|Ticket Priority]].
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| *Base
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| *Medium
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| *Advanced
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| Description of all Levels can be found here [[FAQ GGUS-QoS-Levels|FAQ GGUS QoS Levels]].
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| QoS can be defined separately for each Support Unit.
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| = How to check which ticket cause the problem =
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| 1.
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| Go to [https://ggus.eu/?mode=report_view GGUS report generator]
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| 2.
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| Choose:
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| * ''Response time'' type of report
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| * date range
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| * Support Unit
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| * tick ''group by priority''
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| [[Image:GGUS_report_generator_1.png|600px]]
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| 3.
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| Click the row you are interested in more details to get a view with all tickets that were taken into account in calculation.
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| [[Image:GGUS_report_generator_2.png|800px]]
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| = Reports =
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| 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''']]'''
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| [[Category:Service_Level_Management]]
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The wiki is deprecated and due to be decommissioned by the end of September 2022.