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Update SLE

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The SLEs as of now are too strict, we should update them.

Signed-off-by: Michal Konečný <mkonecny@redhat.com>
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Michal Konečný 2023-06-29 15:40:59 +02:00
parent e2d74344a0
commit b0a147d27e
1 changed files with 13 additions and 15 deletions
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modules/ROOT/pages/sle.adoc
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@ -23,10 +23,8 @@ the availability of staff.
=== Fedora Infrastructure to Community === Fedora Infrastructure to Community
* To have staff present and available in appropriate IRC channels to answer * To have staff present and available in appropriate communication channels to answer
questions during primary hours. questions during primary hours.
* To have particular staff on-call during off hours so that community
members can contact for Critical and Important services.
* Interact with community members with respect and courtesy. * Interact with community members with respect and courtesy.
* Work with community members to get accurate and thorough documentation of * Work with community members to get accurate and thorough documentation of
incidents, problems, or feature requests. incidents, problems, or feature requests.
@ -57,23 +55,20 @@ the availability of staff.
The general design of service priorities is that of concentric circles, where The general design of service priorities is that of concentric circles, where
items rely on services in their own circle or a circle below them. items rely on services in their own circle or a circle below them.
//TODO: could use an image
. *Critical* services are ones which Fedora Infrastructure will work on 24x7 . *Critical* services are ones which Fedora Infrastructure will work on 24x5
with a 52 week coverage if an unplanned outage occurs. Services will be with a 52 week coverage if an unplanned outage occurs. Services will be
configured to be highly available with an estimated planned/unplanned configured to be highly available with an estimated planned/unplanned
uptime of 95%. Response time should be within 1 hour. uptime of 95%. Response time should be within 4-8 hours.
. *Important* services are ones which Fedora Infrastructure will work to be . *Important* services are ones which Fedora Infrastructure will work to be
available 24x7 with a 50 week coverage. Response times during primary hours available 24x5 with a 50 week coverage. Response time should be within a day.
should be 1 hour, and outside of it should be 4 hours.
. *Normal* services are ones which Fedora Infrastructure will work to be . *Normal* services are ones which Fedora Infrastructure will work to be
available during primary work hours. Problems outside of these hours will available during primary work hours. Problems outside of these hours will
be looked at as people are available. The services may be available be looked at as people are available. The services may be available
outside of these but are of a lower priority than important services. outside of these but are of a lower priority than important services.
. *Low priority* services are ones which are not critical or important for . *Low priority* services are ones which are not critical or important for
the primary function of Fedora Infrastructure. They will be worked on and the primary function of Fedora Infrastructure. They will be worked on and
looked at during primary business hours. Response times should be within looked at during primary business hours.
1 business day.
. *Third Party* services are ones which Fedora Infrastructure has outsourced . *Third Party* services are ones which Fedora Infrastructure has outsourced
tools and services to. Uptimes, service hours, and coverage are dictated tools and services to. Uptimes, service hours, and coverage are dictated
by the third party. Depending on the type of problem, Fedora Infrastructure by the third party. Depending on the type of problem, Fedora Infrastructure
@ -144,17 +139,20 @@ items rely on services in their own circle or a circle below them.
* **Resolution Update**: The frequency of updates to tickets * **Resolution Update**: The frequency of updates to tickets
== Estimated Time of Resolution: == Estimated Time of Resolution:
//TODO: this is missing the actual times
By priority Levels: By priority Levels:
* **Emergency**: Problems which are site wide, and affect the core functions * **Emergency**: Problems which are site wide, and affect the core functions
of the project. of the project. These problems are priority and should be solved as soon as possible.
Estimated time of resolution is within hours.
* **Urgent**: Problems which affect multiple functions and groups in the * **Urgent**: Problems which affect multiple functions and groups in the
project. project. These problems will be solved when there is no emergency going on.
Estimated time of resolution is within a day.
* **Normal**: Problems which affect a single user from performing needed * **Normal**: Problems which affect a single user from performing needed
duties. duties. These problems will be looked at when staff is available.
Estimated time resolution is within a week.
* **Low**: A request for service, instruction, information that has no * **Low**: A request for service, instruction, information that has no
immediate impact on services. immediate impact on services. Those problems are lowest priority.
Estimated time of resolution is within a month.