OASIS Service Level Agreement -- DRAFT

Version Control

Version Number Date Author Comments
0.3 4-9-2013 Scott Teige Revision to Second Draft
0.1 2-21-2013 Scott Teige First Draft
0.2 3-28-2013 Rob Quick Revision to First Draft

Executive Summary

This SLA is an agreement between OSG Operations and the OSG Management and Stakeholders describing details of the OASIS software distribution system.

Owners

This SLA is owned by OSG Operations and Indiana University and will be reviewed and agreed upon by the OSG Executive Team and OSG Stakeholders.

Service Name and Description

Name

OASIS (OSG Application and Software Installation Service)

Description

The OASIS service provides OSG Virtual Organizations with a central location for application software. The content hosted on OASIS can be made available on OSG compute resources. The service consists of three virtual machines, a stratum 0 CERN Virtual Machine File System (CVMFS) server, a stratum 1 replica of the stratum 0 and a node accessible for login by VO OASIS managers.

This SLA covers the stratum 0 server and the interactive login node only. The stratum 1 SLA is available here.

Security Considerations

The OASIS stratum 0 server is accessible only by GOC and OSG technology group staff. The OASIS interactive node (oasis-login.opensciencegrid.org) is accessible by GOC and OSG technology group staff and to registered VO software managers via gsissh. A person becomes a VO software manager only by explicit approval of GOC staff within the OIM Topology Database.

Service Target Response Priorities and Response Times

This section deals with unplanned outages. Please see Requests for Service Enhancement for information on planned maintenance outages.

One hour One Day One Week One Month
Critical High Elevated Normal
Work Outage
The issue causes a compromise of the stratum 0 The issue causes a full service outage rendering the service unavailable The issue causes short (less than 15 minute) periods of unstable or inconsistent performance The issue causes minor (less than 5 minutes) periods of unstable or inconsistent performance
Number of Clients Affected
The issue affects all users or OSG resources The issue affects all users The issue may or may not affect all users The issue affects only a small number of users
Response Time
Within one (1) hour Within the next business day Within the next business day Within five (5) business days
Resolution Time
The maximum acceptable resolution time is four (4) continuous hours, after initial response time The maximum acceptable resolution time is one full (1) business day The maximum acceptable resolution time is five (5) business days The maximum acceptable resolution time is thirty (30) business days
Escalates Every

Escalation Contacts

Escalation Level OSG Contact
4th OSG Technical Director and Executive Director
1st OSG Operations Infrastructure Lead
2nd OSG Operations Coordinator
3rd OSG Production Coordinator

Detailed information on contacts are viewable on the following MyOSG URL, and are maintained within the OSG Information Management system (for editing purposes only).

Any ongoing "High" or "Elevated" level issues will be discussed at the weekly Operations and Production meetings.

Service Availability and Outages

The GOC will strive for 97% service availability. If service availability falls below 97% monthly as monitored by the GOC on two consecutive months a root cause analysis and service plan will be submitted to the OSG stakeholders for plans to restore an acceptable level of service availability.

Service Support Hours

The service is supported 24x7 by the GOC and Indiana University. All issues will be investigated by the next business day.

Service Off-Hours Support Procedures

Users should contact the GOC via the GOC trouble ticket system.

Requests for Service Enhancements

This section deals with planned maintenance outages. Please see Service Target Response Priorities and Response Times for information on unplanned outages.

The OSG Operations will respond to customer requests for service enhancements based on GOC determination of the necessity and desirability of the enhancement. The GOC reserves the right to enhance the physical environment of the service based on IU and GOC needs. No enhancement will occur without advanced notice to the OSG community.

Customer Problem Reporting

The GOC provides operators 24x7x365. Service problems should be reported immediately by one of the following mechanisms.

Responsibilities

Customer Responsibilities

OASIS customers agree to:

  • Use the service for purposes of OSG approved work only.
  • Alert the GOC if they are going to use the Service in a non-standard way, this includes testing or anticipated mass increases in usage.
  • Contact support by means outlined in the Customer Problem Reporting section of this document if they encounter any service issues.
  • Be willing and available to provide information within one business day for any High level issues reported.

Responsibilities

GOC operations:

  • Maintain the physical machine hosting the service
  • Assure the service is accessible via its advertised URL
  • Make changes and updates within the normal GOC release schedule documented at https://twiki.grid.iu.edu/bin/view/Operations/ReleaseSchedule.
  • Meet response times associated with the priority assigned by users.
  • Maintain appropriately trained staff.

GOC Service Desk Responsibilities:

  • Log and track all Customer requests for service through the OSG ticketing system.

Database & Application Services responsibilities:

  • Announce and negotiate maintenance with stakeholders to assure minimal interruption to normal workload.
  • Alert the community of scheduled maintenance periods at least five (5) business days prior to the start of a service affecting maintenance window.

Service Measuring and Reporting

The GOC will provide the customer with the following reports in the intervals indicated (monthly, quarterly, semi-annually, or annually):

Report Name Reporting Interval Delivery Method Responsible Party
Report of Critical and High Priority Issues Quarterly Web Posting GOC
System Uptime Monthly Web Posting GOC
Service Uptime Monthly Web Posting GOC

These reports will be posted in Appendix E of this document.

SLA Validity Period

This SLA will be in affect for one year.

SLA Review Procedure

This SLA will renew automatically on a yearly basis unless change or update is requested by the OSG Operations Coordinator, the OSG Executive Team or the Stakeholders.

References

Appendix A - Customer Information

All service end-users who are members of an OASIS enabled VO are considered customers. Any VO can be OASIS enabled on request, larger sustained VOs should consider setting up individual OASIS services.

Appendix B - Other Service Dependencies

The service is dependent on the following services to collect and distribute information:
  • Local Network and Hardware

Appendix C - Supported Hardware and Software

Supported Hardware

The following hardware is supported:
  • Physical devices used to provide the service.
  • Physical devices used to provide the environment used to house the service.

Hardware Services

The following hardware services are provided:
  • Recommendations. OSG Operations will be responsible for specifying and recommending for purchase or lease hardware meeting customers' needs.
  • Installation. OSG Operations will install, configure and customize system hardware and operating systems.
  • Upgrades. OSG Operations is responsible for specifying and recommending for purchase any hardware upgrades.
  • Diagnosis. OSG Operations will diagnose problems with service related hardware.
  • Repair. OSG Operations analysts are not hardware technicians and receive no training in hardware maintenance, nor do we have the test equipment and tools necessary to do such work.

Performing repairs under warranty: Any work to be performed under warranty may be referred to the warranty service provider at the discretion of the Service Provider analyst(s). Service Provider analysts will not undertake work that will void warranties on customer hardware unless specifically requested and authorized by customer's management in writing.

Obtaining repair services: The Service Provider analyst will recommend a service vendor whenever he/she feels the repair work requires specialized skills or tools.

  • Backup. Service Provider agrees to fully back up all Service Provider-supported software and data nightly every business day.

Software Services

Service Provider agrees to cover software support services, including software installations and upgrades. All software maintenance periods will be announced via the policy put forth in the OSG Operations Responsibilities section of this document.

Software Costs

IU and the Grid Operations Center bears all costs for new and replacement software contingent on funding from the OSG Grant.

Appendix D - Approval

Approved By Position Date
     

Appendix E - Metric Reports

-- ScottTeige - 21 Feb 2013

Topic revision: r9 - 06 Dec 2016 - 18:12:56 - KyleGross
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