Quality of Support (QoS) levels

Introduction

QoS stands for Quality of Support. It describes the level of support provided by Support Units in GGUS system.

It has an impact on the ticket priority colour in GGUS and the warnings are sent to SUs if 75% of the maximum response time of the QoS level are over.

QoS levels

There are three different QoS levels, each defining different response times for given Ticket Priority.

• Base
• Medium
• Advanced

The defaut QoS level, if not declared differently, is Base.

Base Level

Base QoS level defines a response time of 5 working days regardless of the ticket priority.

Medium Level

Advanced service

QoS level declaration

The QoS level for all of the SUs are available here

For the several EGI services, the QoS levels are defined in the specific Operational Level Agreements linked in the EGI OLA SLA framework page