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

2. 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

3. 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

4. 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