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SEEGRID SLA

SEEGRID SLA. Ioannis Liabotis <iliaboti at grnet.gr> Ognjen Prnjat <oprjat at grnet.gr> Kostas Koumantaros <kkoum at grnet.gr>. SLA. Hardware and connectivity criteria Level of support Level of expertise VO support Conformance to Operational Metrics.

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SEEGRID SLA

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  1. SEEGRID SLA Ioannis Liabotis <iliaboti at grnet.gr> Ognjen Prnjat <oprjat at grnet.gr> Kostas Koumantaros <kkoum at grnet.gr>

  2. SLA • Hardware and connectivity criteria • Level of support • Level of expertise • VO support • Conformance to Operational Metrics ARM 8, Athens Nov 2006

  3. SLA - Hardware and connectivity criteria • The cluster must not have less than 4 CPUs. Service nodes should be extra. • Site must have enough connectivity to pass SFTs and GSTAT stats. • Site must have enough connectivity to support the SEEGRID VO and its applications. • Service nodes (CE, SE, Site BDII etc) must have sufficient computational and storage resources to support normal operation of these services. ARM 8, Athens Nov 2006

  4. SLA - Level of support • One dedicated site administrator who will also take role of security administrator. • The name and contact details of the site administrator has to be provided. • Minimum 9-5 weekday support. • Availability to react to major security incidents that might affect the whole infrastructure during weekends and holidays. • Responding to operational tickets within next working day • Reporting to the country GIM at regular basis (monthly reports?) ARM 8, Athens Nov 2006

  5. SLA - Level of expertise • 1 experienced site admin • 1 experienced network support person, or a direct link to network support / network operations center • 1 security-oriented person to be available for advice any time • Names and contact details (e-mail) of the above people should be available to SEEGRID partners. ARM 8, Athens Nov 2006

  6. SLA - VO support • Site needs to deliver to the SEEGRID VO • Not conflicting with the existing the NGI. • Support for SEE-GRID VO and OPS role ARM 8, Athens Nov 2006

  7. SLA - Conformance to Operational Metrics • Site Availability (Quality Metric) • Sites must have 90% availability during uptime in a given quarter (3months) This metric is calculated as follows: If a site has degraded performance during a given day (>50% of the SFTs fail) then site is considered down for that day. • Site declared Downtime • Sites must not be in downtime for more that 10% of the time in a given quarter (3 months) except for reasons out of sites responsibility negotiated with country GIMs. ARM 8, Athens Nov 2006

  8. SLA Enforcement • SLA should be signed by sites • not a strict legal document • Site that fail the obligations will be discussed at next PSC • Country rep is responsible for enforcement. • If he GIM does not do that WP3 leader should do that. • suspension of site from SEEGRID infra might be decided. • Monitoring via SEEGRID monitoring tools and helpdesk • Duration: From the signature to the end of the project. • Site can be Temporarily suspended by SEEGRID for security reasons. ARM 8, Athens Nov 2006

  9. Who signs • The legal representative responsible of the department of the institution that hosts the site. ARM 8, Athens Nov 2006

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