On Wed, Jul 19, 2017 at 01:24:08PM -0400, Stephen John Smoogen wrote: > On 18 July 2017 at 15:34, Kevin Fenzi <kevin@xxxxxxxxx> 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?preview=/165319876/174489819/Information_Technology_Service_Level_Expectation_(SLE)_Template.dotx > > 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/ gpg fingerprint: 3DA6 A0AC 6D58 FEC4 0233 5906 ACDB C937 BD11 3717 http://redhat.com/ - - - - http://pfrields.fedorapeople.org/ The open source story continues to grow: http://opensource.com _______________________________________________ infrastructure mailing list -- infrastructure@xxxxxxxxxxxxxxxxxxxxxxx To unsubscribe send an email to infrastructure-leave@xxxxxxxxxxxxxxxxxxxxxxx
