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Service Level Agreement (SLA) For DASG Services

This document outlines the Service Level Agreement for support of the CISL/OSD High-End Services managed by the Consulting Services Group (CSG), the Data Analysis Services Group (DASG), the Mass Storage Services Group (MSSG), and the Supercomputing Services Group (SSG).

The problems are divided into three levels of severity:

Severity One problems are paged out immediately 7x24 (except Holidays--see definition below *). Severity One problems are worked on a best effort basis at the judgment and discretion of HSS. For example, if the page comes in at 2:00 am after a 10-hour day, HSS can opt to table the problem until 6am the next morning.
No staff member will work more than 12 hours in a day.

Severity Two problems are paged out between the hours of 7am to 7pm seven days per week (except Holidays--see definition below *).
Note: Severity Two problems occurring after 7pm are sent out via email and paged out the next day if no response has been received from the email notification.

Severity Three problems are sent out via email and handled 8am to 5pm, Monday through Friday, Next Business Day (NBD).

*Holiday period is defined as 0000 on the day of the NCAR holiday to 0700 the following day with the exception of Christmas and New Year's Day (see below). For example, if Monday is a holiday, the holiday period starts at 0000 on Monday and ends at 0700 on Tuesday.

All Holiday Periods are defined as NCAR specified Holidays, except for New Year's Day, Fourth of July, and Christmas, which are respected on the National Holidays on the specific days of January 1, July 4, and December 25, respectively. For the Fourth of July holiday, no matter what day of the week it is, the holiday period starts at 0000 on July 4 and ends at 0700 on the next day. For Christmas and New Year's Day holidays, no matter what day of the week it is, the holiday period starts at 1800 on the previous day and ends at 0700 on the next day. THE HOLIDAY PERIOD IS A "NO PAGE DAY" AND "NO VENDOR MAINTENANCE IS TO BE SCHEDULED ON HOLIDAYS." Send email notifications for all delayed pages.
The actual NCAR holiday, before or after these three dates of January 1, July 4, and December 25, will be treated as a weekend day.

Data Analysis and Visualization Systems (DASG)

The following tables show the problem severity for the components of the Data Analysis and Visualization Systems (DASG).

Data Analysis & Visualization Systems

Severity

Host/Problem Type

Notification

Two

Administration Cluster (blizzard)
Storage Cluster (oasis0, oasis1, oasis2, oasis3, oasis4, oasis5, oasis6, oasis7)
All shared file systems except bluefire /ptmp and bluefire /home

7am-7pm Page

Three

Data Analysis Cluster (gale, breeze, gust, hail, squall)
Visualization Cluster (storm0, storm1, storm2, storm3, storm4, storm5, tesla, twister1, twister2)
Administration Cluster (dasgmon)
Test Cluster (swtest1, swtest2, nomad, wizard, magic)

Email / NBD

NOTES:

All systems have 9x5 vendor support.
DASG will monitor email M-F 8-5 and handle problems as they are reported. Sev. Three problems reported after 5PM will be handled on a Best Effort basis or the next business day.
DASG will monitor email on weekends and handle unsolved Sev Three problems on a Best Effort basis.