SLO
Home / helpdesk / SLO Updated: September 2024
The Eclipse Foundation’s IT team provides computer and network services and support that enable the Eclipse community, committers, members and EMO staff to access information and networked applications in a timely manner. This document describes the Service Level Objectives (SLO) set by the Eclipse Foundation.
A Service Status page is available: Access the Status Page
Computer Systems
Service Hours
All services are expected to be available 24 hours a day, 365 days per year, except during scheduled maintenance periods.
Maintenance
Occasionally, services must be shut down for maintenance. Notifications will be issued to the various channels employed by the IT team to communicate with the Eclipse Community, with the following times established as minimum notification periods: - Tier I & II, Blocking: Ten (10) business days. - All Tiers, Non-blocking: Three (3) business days
Blocking maintenance means a service will be completely down for more than five minutes. Examples include moving a service to a new host or datacentre and upgrading a backend component. Non-blocking maintenance means the service is not completely taken down and remains available; however, compute jobs can be interrupted during this maintenance while the service is transitioned to a different compute node. In cases where the scheduled maintenance affects specific projects (such as SCM refactoring, or SCM migrations), notification and scheduling will be coordinated with the affected projects via public mailing list or the Eclipse Status page.
Emergency maintenance, in response to a service degradation, a security vulnerability or any other issue of similar nature, may occur at any time; service notices will be made on a "Best Effort" basis.
Services Covered
Tier 1 - Critical
These services are the backbone of the Eclipse community and must be available at all times. - SCM: GitLab - Websites: www.eclipse.org, download.eclipse.org, accounts.eclipse.org - Integrations: ECA validator, GitHub and GitLab synchronisation - User Authentication services
Tier 2 - Best Effort
These services offer support for important Eclipse-related activities, and their availability is based on "best effort"; IT Staff may be contacted (by authorized persons) on mobile devices for problem resolution, and will make a reasonable effort to restore service outside of support hours. - CBI (Common build) services: JIPPs, ci.eclipse.org, signing, packaging, nexus (repo.eclipse.org) - Project mailing lists, Eclipse Chat Service - PMI - projects.eclipse.org, and project websites hosted on eclipse.dev - Working Group websites operated by Eclipse Foundation - Other identified websites, including: OpenVSX registry and Eclipse Marketplace
Tier 3 - Next Business Day
These services are supported during support hours. IT Staff may tend to issues during off-hours at their discretion and availability. - Eclipse conference websites hosted by the Foundation - Other services and websites not listed in Tier 1 and Tier 2 (e.g., Infocenter Help, Planet Eclipse)
Service Availability Objectives
A service is considered unavailable if it is unable to respond to user requests after 5 attempts in three minutes. While a service is not considered unavailable if it is simply degraded or slow, the IT team will consider degraded performance that hinders the use of the service in a significant way or for an extended period a high priority issue.
| Tier | Availability |
|---|---|
| Tier 1 | >99.95% |
| Tier 2 | Best Effort (>99%) |
| Tier 3 | Next Business Day (>95%) |
Please note: scheduled maintenance does not constitute a down time.
SLO strategies
As a rule, the IT team observe by the following guidelines to ensure server uptime, responsiveness and stability: - Eclipse Foundation production servers are not used as test machines. - Beta, Alpha, or test code on production servers is prohibited. - Anything that poses a threat to the availability, the data integrity, the data privacy, or the performance of Tier 1 and Tier 2 services can and must be terminated. - Eclipse Foundation IT uses F/OSS software to the greatest extent possible; however, commercial software is deployed in many instances for pragmatic reasons.
Infrastructure Support
Support Hours
Eclipse Foundation IT staff are available full-time from Monday to Friday, from 8h00 to 22h00 CE(S)T. IT staff may, and often do, casually monitor the infrastructure outside of the above support hours, at their discretion, and may respond to notifications of performance or stability issues, notably for issues related to Tier 1 or Tier 2.
Requesting Support
IT staff will attempt to provide support and resolve issues in a timely manner. We work to prioritize issues according to the severity of the issue and prevailing conditions. Due to the varying nature of requests and the fluctuating demands on the IT staff, resolution times may vary.
The team utilizes 24x7 automated monitoring and alerting mechanisms to notify staff of performance issues and service outages. These tools report their observations to the Eclipse Service Status page: https://eclipsestatus.io/, which provides mechanisms for subscribing to maintenance or service alerts.
Support issues can be made to Eclipse HelpDesk: https://gitlab.eclipse.org/eclipsefdn/helpdesk/-/issues HelpDesk is actively monitored and triage is done based on severity and the tier of service that is impacted.
Members of the community are urged to open an issue with the HelpDesk and to be explicit about the issue identified, the service, and any relevant characteristics of the issue.
If Eclipse HelpDesk and/or the GitLab service are unavailable, please contact us via email at infrastructure@eclipse-foundation.org.