Issue Date Comment. Author FINAL Final version of OLA Xxxxxxxxxx Xxxxxxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
Issue Date Comment. Author FINAL 21/11/2020 Agreed SLA with the Customer till 10/2021 Xxxxxxxx Xx Xxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
Issue Date Comment. Author FINAL 11/10/2022 Agreement with Component Provider Xxxxxxxxx Xxxx-Xxxxxx v0.2 22/11/2022 Update last day of service delivery Xxxxxxxxx Xxxx-Xxxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents The Services 5 Service hours and exceptions 9 Support 9 Incident handling 9 Service requests 10 Service level targets 10 Limitations and constraints 10 Communication, reporting and escalation 10 General communication 10 Regular reporting 11 Violations 11 Escalation and complaints 11 Information security and data protection 12 Responsibilities 13 Of the Component Provider 13 Of EGI Foundation 13 Of the Customer 14 Review, extensions and termination 14 References 14 The present Operational Level Agreement (“the Agreement”) is made between EGI Foundation (the Service Provider) and GSI-LCG2 (the Component Provider) to define the provision and support of the provided services as described hereafter. Representatives and contact information are defined in Section 6. The EGI training infrastructure1 is hosted as a dedicated resource pool, a Virtual Organisation (VO), on the EGI Federated Cloud infrastructure. The infrastructure provides resources and services for face-to-face events, online training courses (Webinars, MOOCs) or self-paced learning modules. The Customer is a consortium represented by the EGI Foundation. This Agreement is valid from 11/10/2022 to 30/06/2023. Once approved, this Agreement is automatically renewed, as long as the Component Provider does not express a decision to terminate the Agreement at least a month before the end date of the Agreement. The Agreement was discussed and approved by the EGI Foundation and the Component Provider on
Issue Date Comment. Author FINAL 17/03/2020 OLA agreed with the provider Xxxxxxxxxx Xxxxxxxxx Xxxxxxxx Xx Xxxxx v0.2 15/10/2020 Extended agreement till 03/2021 Xxxxxxxx Xx Xxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
Issue Date Comment. Author FINAL 17/12/208 Final version agreed with the Customer Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
Issue Date Comment. Author FINAL 17/03/2020 SLA agreed with customer Xxxxxxxxxx Xxxxxxxxx Xxxxxxxx Xx Xxxxx v0.2 15/10/2020 Extended the agreement till 03/2021 Xxxxxxxx Xx Xxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
Issue Date Comment. Author FINAL 16/09/2016 SLA signed Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx v2 13/03/2018 Updated SLA until 01/2019 Xxxxxxxx Xx Xxxxx v3 19/12/2018 Extended SLA with Customer till 01/2020 Xxxxxxxx Xx Xxxxx v4 24/07/2019 Changed the name of the provider from CESNET-MetaCloud to CESNET-MCC Xxxxxxxxxx Xxxxxxxxx v5 22/11/2019 Extended SLA with Customer till 01/2021 Xxxxxxxx Xx Xxxxx v6 19/03/2020 Extended the OLA with GPU resource Xxxxxxxx Xx Xxxxx v7 21/01/2021 Extended the SLA with Customer till 06/2023 Xxx Xxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents 1 The Services 4 2 Service hours and exceptions 14 3 Support 14 3.1 Incident handling 14 3.2 Service requests 15 4 Service level targets 15 5 Limitations and constraints 17 6 Communication, reporting and escalation 18
Issue Date Comment. Author FINAL 17/12/208 Final version agreed with the Customer Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx v2 24/07/2019 Changed the name of the provider from CESNET-MetaCloud to CESNET-MCC Xxxxxxxxxx Xxxxxxxxx v3 22/11/2019 New final version of the SLA agreed with the Customer. SLA extended till Dec. 2020 Xxxxxxxx Xx Xxxxx v4 15/09/2020 New final version of the SLA agreed with the Customer. SLA extended till Dec. 2021 Xxxxxxxx Xx Xxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
Issue Date Comment. Author FINAL 21/03/2016 Final version Xxxxxxxxxx Xxxxxxxxx 1.1 18/05/2017 Yearly review, no changes Xxxxxxxxxx Xxxxxxx 2.0 12/12/2017 New OLA covering 2018, 2019, 2020 Xxxxxxxxxx Xxxxxxx, Xxxxxx Xxxx, Xxxxxxx Xxxxx
Issue Date Comment. Author FINAL 07/12/2016 Final version of SLA Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx 16/05/2017 Change in 8.2 Responsibilities of the Customer Of acknowledgement statement requirement (agreed via email with customer) Xxxxxxxxxx Xxxxxxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents
