 |
 |
>Will I be penalised for opening tickets for my site? This is a very interesting question, a subset of the BIG question of what to do with a site which does not adhere to the SLD. This is currently a topic for discussion, and I don't think there is a clear answer to it. In fact, this is one of the reasons the document you refer to is called a Service Level 'Description', rather than 'Agreement'. The term 'Agreement' implies contractual terms, whereas the term 'Description' implies best endeavours. An immediate option would be to do as John suggests - log the ticket in UKIROC Footprints Helpdesk and choose option to NOT sync with GGUS. Regards, Stephen. Stephen McAllister National Grid Service Support Centre STFC e-Science Centre Rutherford Appleton Laboratory Chilton, Didcot, Oxon OX11 0QX Tel: +44 (0) 1235 446668 Mobile: +44 (0)7917551153 -----Original Message----- From: Testbed Support for GridPP member institutes [mailto:[log in to unmask]] On Behalf Of Duncan Rand Sent: 26 October 2007 10:36 To: [log in to unmask] Subject: Will I be penalised for opening tickets for my site? Hi I would like to use footprints to track issues at my sites (one of the suggestions from the site review). However, looking at https://edms.cern.ch/file/860386/0.5/EGEE-Draft-SLD-v0.8.pdf I see "A site must respond to GGUS incidents within two hours, resolve incidents within five days, and update ticket status every 48 hours. Missing any of these metrics on an incident constitutes a violation." Will I be penalised for opening tickets for my site? Duncan