Quality of Support (QoS) levels
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 default 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
Ticket Priority | Response time |
---|---|
less urgent | 5 working days |
urgent | 5 working days |
very urgent | 1 working day |
top priority | 1 working day |
Advanced service
Ticket Priority | Response time |
---|---|
less urgent | 5 working days |
urgent | 1 working day |
very urgent | 1 working day |
top priority | 4 working hours |
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
Last modified
March 8, 2023
by
Baptiste Grenier
: Import a GitHub action to check spell (#584)