Frequency Produced by Delivery. Service Performance Report The document provides the overall assessment of service performance (per month) and OLA target performance achieved during reporting period Every 9 months (first report covering the period Jan – Sep 2018) Component Provider Survey form prepared by EGI Foundation
Frequency Produced by Delivery. Services Performance Report The document provides the overall assessment of service performance (per month) and SLA target performance achieved during last 6 months Every six months Provider Email to the Customer Scientific Publications report The document provides list of scientific publications benefiting from the Service. Yearly and with the Agreement ending. Customer Email to the Provider All reports shall follow predefined templates9.
Frequency Produced by Delivery. Services Performance The document Every six months EGI Foundation Email to the Report provides an overall Customer assessment of service performance (per month) and SLA target performance achieved during the last 6 months Scientific Publications The document Yearly and with the Customer During satisfaction report provides a list of Agreement ending. review scientific publications benefiting from the Service. All reports shall follow predefined templates .
Frequency Produced by Delivery. Service Performance Report The document provides the overall assessment of service performance (per month) and OLA target performance achieved during reporting period Every 6 months starting Provider Survey form prepared by EGI Foundation Platform Service report The document provides usage records (resources used, users) of the Customer service during last 6 months Yearly and with the Agreement ending. Customer Email to EGI Foundation contact Scientific Publications report The document provides list of scientific publications benefiting from the Service. Yearly and with the Agreement ending. Customer Email to EGI Foundation contact All reports shall follow predefined templates8. Violations As defined in Corporate-level EGI Operational Level Agreement. -------------------------------------------------------------- The Provider commits to inform the Customer, if this Agreement is violated or violation is anticipated. The following rules are agreed for communication in the event of violation: In case of violations of the Services targets for two consecutive months, the Provider will provide justifications and a plan for Services enhancement to the Customer. The Provider will produce a status report and a Service enhancement plan for the improvement of the Services within one month from the date of the first notification. The Customer will notify the supporting Resource Centres in case of suspected violation via the EGI Service Desk. The case will be analysed to identify the cause and verify the violation. Escalation and complaints For escalation and complaints, the Provider contact point shall be used, and the following rules apply. In case of repeated violation of the Services targets for four consecutive months, a review of the Agreement and of the Services enhancement plan will take place involving the parties of the Agreement. Complaints or concerns about the Services provided should be directed to the Provider contact who will promptly address these concerns. Should the Customer still feel dissatisfied, about either the result of the response or the behaviour of the Provider, EGI FoundationDirector xxxxxxxx@xxx.xx should be informed. Information security and data protection As defined in Corporate-level EGI Operational Level Agreement -------------------------------------------------------------- The following rules for information security and data protection apply: Assertion of absolute security in IT systems is impossible. The Provider is making every...
Frequency Produced by Delivery. Service Performance Report The document provides the overall assessment of service performance (per month) and OLA target performance achieved during reporting period Every 6 months starting Component Provider Survey form prepared by EGI Foundation Platform Service report The document provides usage records (resources used, users) of the Customer service during last 6 months Yearly and with the Agreement ending. EGI Foundation Email to EGI Foundation contact Scientific Publications report The document provides list of scientific publications benefiting from the Service. Yearly and with the Agreement ending. EGI Foundation Email to EGI Foundation contact All reports shall follow predefined templates8.
Frequency Produced by Delivery. Service Performance Report The document provides the overall assessment of service performance (per month) and OLA target performance achieved during reporting period Every 9 months (first report covering the period Jan – Sep 2018) Provider Survey form prepared by EGI Foundation Violations As defined in Corporate-level EGI Operational Level Agreement. Escalation and complaints For escalation and complaints, the Provider contact point shall be used, and the following rules apply. In case of repeated violation of the Services targets for four consecutive months, a review of the Agreement and of the Services enhancement plan will take place involving the parties of the Agreement. Complaints or concerns about the Services provided should be directed to the Provider contact who will promptly address these concerns. Should the Customer still feel dissatisfied, about either the result of the response or the behaviour of the Provider, EGI Foundation Director xxxxxxxx@xxx.xx should be informed. Information security and data protection As defined in Corporate-level EGI Operational Level Agreement Responsibilities Of the Provider Additional responsibilities of the Provider are as follow: Adhere to all applicable operational and security policies and procedures5 and to other policy documents referenced therein; Use communication channel defined in the agreement; Attend OMB6 and other operations meeting when needed; Accept EGI monitoring services provided to measure fulfilment of agreed service level targets. Changes in the system must be rolled in production in a controlled way in order to avoid service disruption Of the Customer The responsibilities of the customer are: Raise any issues deemed necessary to the attention of the Provider; Collect requirements from the Resource infrastructure Providers; Support coordination with other EGI services Provide monitoring to measure fulfilment of agreed service level targets. Review, extensions and termination There will be reviews of the service performance against service level targets and of this Agreement at planned intervals with the Customer according to the following rules: Technical content of the agreement and targets will be reviewed on a yearly basis. 1 xxxxx://xxxxxxxxx.xxx.xx/document/2752 2 xxxxx://xxxx.xxx.xx/wiki/Staged_Rollout 3 xxxxx://xxxx.xxx.xx/wiki/Software_Provisioning_Process 4 xxxx://xxxxxxxx.xxx.xx/ 5 xxxxx://xxx.xxx.xx/about/policy/policies_procedures.html 6 xxxxx://xxxx.xxx.xx/wiki/OMB This work by...
