The EGEE Service Level Description

The Service Level Description (SLD) specifies the constraints imposed on Regional Operations Centres (ROCs) and sites (resource centres) in order to ensure an available and reliable grid infrastructure. This SLD - originally written on the basis of a pre-existing MoU adopted by the Italian region - was endorsed by all EGEE-III Regions, including Italy.

Quality of Service of a Grid production site:

• minimum site availability: 70%
• minimum site reliability: 75%

⇒ Important note: sites with monthly availability  <= 50% for 3 consecutive months are suspended.

Quality of support provided by the Operations Centre:

• maxium response time to tickets raised by its sites: 4 hours starting from when the ticket starting from the time when the ticket is assigned to the Operations Centre

Quality of support provided by Grid sites:

• the site will provide at least one system administrator who is reachable during service hours
• maximum response time to tickets raised by users or the national operations centre: 4 hours starting from when the ticket is assigned to the site
• maximum solution time for major incidents: 5 working days

The following table summarizes the overall set of SLA metrics that describe the quality of service that a given site and national operations centre need to respect.

Status of signing of the MoU

List of sites that signed the interim INFN Grid MoU

More information

• The most recent version of the Service Level Description document ("Service Level Agreement between ROCs and sites") is available on EDMS (CERN). A local version 1.6 of the document is also available here.
  
• Montly avalability statistics for the entire EGEE-III infrastructure
• Computation of Service Availability Metrics in Gridview, Digamber Sonvane, Rajesh Kalmady, Phool Chand et alt. (pdf)