George Fergadis, Dimitris Zilaskos, AUTH/GRNET RP OLA status George Fergadis, Dimitris Zilaskos, AUTH/GRNET 10/24/11 Operations Management Board, October 2011 1

Operations Management Board, October 2011 Summary of changes Section 1 (Terminology): added Incident and Problem definitions according to ITIL Section 2 (Parties): RCs removed as RC obligations are in the RC OLA and RP management represents its own RCs EGI.eu also represents the other RPs Section 5 (Responsibilities): added responsibility to RPs to monitor that the RC Service Targets are met removed subsection about RCs 10/24/11 Operations Management Board, October 2011 2 2

Operations Management Board, October 2011 Summary of changes Section 6 (Description of Services): renamed Infrastructure Services to Grid Services and Resource Provisioning to RC Grid services removed the following sections: Service Availability Monitoring, Operations Portal, Accounting and Helpdesk Information discovery moved to the Grid Services section increased the A/R ratios to 99% Technical services section removed (including Catch-all Grid core Services) relax the constraint that an incident MUST be resolved in 5 days (changed to SHOULD) confirmed the escalation of the RC operational tickets 10/24/11 Operations Management Board, October 2011 3 3

Summary of changes added Liability section in case of missed targets, RPs MUST provide justifications and a plan for service enhancement within a month of notification