SLM EGI.eu Federated Operations SLA Service Levels

From EGIWiki
Jump to: navigation, search
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 Federated Operations Service Level Agreement).

Quality of Support (QoS) levels are definition.


Service Targets

Overall service (unless identified separately below)

Minimum availability: 97% (as a percentage per month)

Minimum reliability: 98% (as a percentage per month)

1st Level Support Maximum response: 1 working hour
2nd Level Support QoS level: Advanced
Accounting Portal Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Metrics Portal

Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Best effort

Accounting Repository Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level:Medium

Collaboration Tools Minimum availability
  1. DNS: 96% (as a percentage per month)
  2. Other: 87% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Incident Management Helpdesk Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Monitoring Central Services Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Operations Portal Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Service Registry GOCDB Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Software Provisioning Infrastructure Minimum availability
  1. UMD repositories, web front-end, the community repository: 87% (as a percentage per month)
  2. The other components: 72% (as a percentage per month)

Minimum reliability: 87% (as a percentage per month)

QoS level: Medium

Acceptance Criteria 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.

QoS level: Base

Catch All Services QoS level: Medium
Message Broker Network Minimum availability: 92% (as a percentage per month)

Minimum reliability: 92% (as a percentage per month)

QoS level: Medium

Operations Support QoS level: Medium
SAM Central Service Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Security Monitoring And Related Support Tools Minimum availability: 96% (as a percentage per month)

Minimum reliability: 96% (as a percentage per month)

QoS level: Medium

Stage Rollout QoS level: Medium
Security Coordination QoS level: Medium



Liability Service providers not providing the requested monthly performance for one month MUST provide a service improvement plan.
Personal tools
Namespaces
Variants
Actions
Navigation
Toolbox
Print/export