SLE (Service level expectations)

[Kevin Fenzi]

Take a look at:

https://pagure.io/fedora-infrastructure/issue/6140

and

https://fedoraproject.org/wiki/Infrastructure/ServiceLevelExpectations

Any comments or additions to the doc?

kevin

[Stephen John Smoogen]

I would say that we should all read through the Cornell website
https://confluence.cornell.edu/display/itsmp/Service+Level+Expectations
(also linked in wiki document)  and also read through

https://confluence.cornell.edu/display/itsmp/Service+Level+Expectations?p...

Examples of completed documents:
https://www.emich.edu/it/help/pdf/ithdsle.pdf

https://cms.montgomerycollege.edu/oit/HelpAndSupport.aspx?id=91

In general these are more of a setting expectations documents and
ability to say "no we don't agree to be up at 0500 UTC to support XYZ
service. You can get help at 1000 UTC -> 2300 UTC Monday through
Friday.]


On 18 July 2017 at 15:34, Kevin Fenzi <kevin(a)scrye.com&gt; wrote:
>  Take a look at:
>
>  https://pagure.io/fedora-infrastructure/issue/6140
>
>  and
>
>  https://fedoraproject.org/wiki/Infrastructure/ServiceLevelExpectations
>
>  Any comments or additions to the doc?
>
>  kevin
>
>
>  _______________________________________________
>  infrastructure mailing list -- infrastructure(a)lists.fedoraproject.org
>  To unsubscribe send an email to infrastructure-leave(a)lists.fedoraproject.org
>  


-- 
Stephen J Smoogen.

[Paul W. Frields]

On Wed, Jul 19, 2017 at 01:24:08PM -0400, Stephen John Smoogen wrote:
>  On 18 July 2017 at 15:34, Kevin Fenzi <kevin(a)scrye.com&gt; wrote:
>  > Take a look at:
>  >
>  > https://pagure.io/fedora-infrastructure/issue/6140
>  >
>  > and
>  >
>  > https://fedoraproject.org/wiki/Infrastructure/ServiceLevelExpectations
>  >
>  > Any comments or additions to the doc?
>  >
>  I would say that we should all read through the Cornell website
>  https://confluence.cornell.edu/display/itsmp/Service+Level+Expectations
>  (also linked in wiki document)  and also read through
>  
>
> https://confluence.cornell.edu/display/itsmp/Service+Level+Expectations?p...
>  
>  Examples of completed documents:
>  https://www.emich.edu/it/help/pdf/ithdsle.pdf
>  
>  https://cms.montgomerycollege.edu/oit/HelpAndSupport.aspx?id=91
>  
>  In general these are more of a setting expectations documents and
>  ability to say "no we don't agree to be up at 0500 UTC to support XYZ
>  service. You can get help at 1000 UTC -> 2300 UTC Monday through
>  Friday.] 
Yeah, I think the idea should be to get this into the template Cornell
provides at their site.  Not the lame MS Office format, obviously,
just in terms of sections and content.

The nice thing about an official format is it gives us yet another
backstop for anchoring our expectations.  An SLE is designed to help
anyone who approaches understand our current offerings.  So the more
precisely we can document, the less it requires us to play "police"
and rather be seen as providing a service.

I think the format probably gives us the flexibility we need to
outline different levels, i.e. fedoraproject.org
vs. fedoracommunity.org (which may also need to have sites aligned?)
for expected response/maintenance levels.

-- 
Paul W. Frields                                http://paul.frields.org/
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  http://redhat.com/   -  -  -  -   http://pfrields.fedorapeople.org/
    The open source story continues to grow: http://opensource.com

[Karsten Wade]

Thanks Fedora Infra for this work, quick comment below:

On 07/21/2017 02:22 PM, Paul W. Frields wrote:
>  The nice thing about an official format is it gives us yet another
>  backstop for anchoring our expectations.  An SLE is designed to help
>  anyone who approaches understand our current offerings.  So the more
>  precisely we can document, the less it requires us to play "police"
>  and rather be seen as providing a service. 
Just throwing in a few pennies that we (my team) have been working on
using SLE from the Cornell approach; Paul sent me the link a month+ ago
iirc. We'll continue to learn from Fedora Infra, and look to align our
use of this official format with Fedora Infra wherever it makes sense.

("We" meaning our Community Infrastructure team that has spun up over
the last few years to provide a range of support to upstream projects
from racks and bare metal hosting through VMs and managed services to
embedded sysadmins. Our recent and WiP public face is at
https://www.osci.io/ . We'll publish our SLE there.)

Regards,

- Karsten

-- 
Karsten Wade
Community Infrastructure Team : https://osci.io
Open Source and Standards (OSAS) :  @redhatopen
@quaid gpg: AD0E0C41