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Service Element | Description | Target | Notes |
|---|---|---|---|
Infrastructure | |||
Expected availability of deployments and reachability of the VM/service | The availability of the deployed resources including the whole virtual environment explained above. This availability also includes the reachability of the VM/service from the Internet. | 99%99.5% | Measured over a month, excluding planned service interruptions. Maintenance windows are announced in EWC KB Blog |
Availability of Cloud Management Services (see above) | The EWC tools such as the provisioning portal, metering and accounting services. | 99%99.5% | Measured over a month, excluding planned service interruptions. Maintenance windows are announced in EWC KB Blog |
| Support | |||
Time to first response | Lead time to respond to the ticket and start the task | 1 day on business hours |
|
Time to resolution plan of service request | Time to assessment and to the resolution plan of the service request including support requests and service change requests | 8 business days | |
Lead time to on-board | Lead time to onboard an approved new user counted from the approval by the Computing Representative / R&D project and Special Project acceptance | 3 business days (after approval) |
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Acronyms and definitions
| Acronym | Definition |
|---|---|
| EWC | European Weather Cloud |
| ECMWF | European Centre for Medium-Range Weather Forecasts |
| EUMETSAT | European Organisation for the Exploitation of Meteorological Satellites |
| NMHS | National Meteorological and Hydrological Service |
| SAF | EUMETSAT Satellite Application Facility |
| EUMETNET | https://www.eumetnet.eu/ |
| VM | Virtual Machine |
| API | Application programming interface |
| GUI | Graphical user interface |
| UI | User interface |
| CLI | Command line interface |
| DNS | Domain name server |
| S3 | Simple storage system |
| GIT | Version Control System |
| Cypher | Secret Management System in Morpheus |
| EWC KB | EWC Knowledge base |
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