From b0a147d27e8ad89b93470259dc1dfd5dc0550fee Mon Sep 17 00:00:00 2001 From: Michal Konečný Date: Jul 10 2023 12:25:00 +0000 Subject: [PATCH 1/2] Update SLE The SLEs as of now are too strict, we should update them. Signed-off-by: Michal Konečný --- diff --git a/modules/ROOT/pages/sle.adoc b/modules/ROOT/pages/sle.adoc index a928bcf..4a7e915 100644 --- a/modules/ROOT/pages/sle.adoc +++ b/modules/ROOT/pages/sle.adoc @@ -23,10 +23,8 @@ the availability of staff. === 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. -* 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. * Work with community members to get accurate and thorough documentation of 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 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 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 - available 24x7 with a 50 week coverage. Response times during primary hours - should be 1 hour, and outside of it should be 4 hours. + available 24x5 with a 50 week coverage. Response time should be within a day. . *Normal* services are ones which Fedora Infrastructure will work to be available during primary work hours. Problems outside of these hours will be looked at as people are available. The services may be available outside of these but are of a lower priority than important services. . *Low priority* services are ones which are not critical or important for the primary function of Fedora Infrastructure. They will be worked on and - looked at during primary business hours. Response times should be within - 1 business day. + looked at during primary business hours. . *Third Party* services are ones which Fedora Infrastructure has outsourced tools and services to. Uptimes, service hours, and coverage are dictated 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 == Estimated Time of Resolution: -//TODO: this is missing the actual times By priority Levels: * **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 - 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 - 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 - immediate impact on services. + immediate impact on services. Those problems are lowest priority. + Estimated time of resolution is within a month. From 783f0f00ef3e9f3a54e39e971436bb75d1536cc2 Mon Sep 17 00:00:00 2001 From: Michal Konečný Date: Jul 10 2023 12:38:45 +0000 Subject: [PATCH 2/2] Update the availability in SLE Updated the business hours and the availability of systems and how we will respond to it. We plan to have availability in 24x7 in case of Critical and Important services, but we will not respond to outages outside business hours. For example if buildsystem will stop working over the weekend, nobody have to fix that till the Monday. If anybody wants to fix that immediately they are free to do so, but are not expected to do that. --- diff --git a/modules/ROOT/pages/sle.adoc b/modules/ROOT/pages/sle.adoc index 4a7e915..8728e30 100644 --- a/modules/ROOT/pages/sle.adoc +++ b/modules/ROOT/pages/sle.adoc @@ -13,7 +13,7 @@ Fedora Infrastructure is a community team, involving volunteers as well as people employed by Red Hat to work on Fedora. However, despite the help of volunteers, primary business hours are mostly aligned with the work schedule of Red Hat. Normal hours should be seen as -Monday through Friday from 1400 UTC to 2300 UTC, excluding US national holidays +Monday through Friday from 1000 UTC to 2300 UTC, excluding US/EU national holidays and a 2 weeks end of year closure affecting staffing and response times. Services outside of primary business hours are done on call and depend on @@ -56,12 +56,16 @@ the availability of staff. 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. -. *Critical* services are ones which Fedora Infrastructure will work on 24x5 - with a 52 week coverage if an unplanned outage occurs. Services will be - configured to be highly available with an estimated planned/unplanned - uptime of 95%. Response time should be within 4-8 hours. +. *Critical* services are ones which Fedora Infrastructure will work to be available + 24x7 with a 52 week coverage if an unplanned outage occurs. + Services will be configured to be highly available with an estimated + planned/unplanned uptime of 95%. Response time should be within 1 hour during business + hours. Outside business hours this will be addressed when the Fedora infra staff is + available. . *Important* services are ones which Fedora Infrastructure will work to be - available 24x5 with a 50 week coverage. Response time should be within a day. + available 24x7 with a 50 week coverage. Response time should be within a day + during business days. Outside business days this will be addressed when the + Fedora infra staff is available. . *Normal* services are ones which Fedora Infrastructure will work to be available during primary work hours. Problems outside of these hours will be looked at as people are available. The services may be available