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How to request a new service to be deployed?
Check How to deploy a new application to our infrastructure . Make sure to raise a ticket in ITSM JIRA project.
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What services does infra team take care of?
Take a look in https://wikiopenmrs.openmrsatlassian.orgnet/wiki/display/ISM/IT+Services+Provided .
We do not have knowledge or even resources to help you with your OpenMRS installation, please use talk for that.
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Use security at openmrs.org email please.
Service level objectives
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Severity
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Check service tier in IT Services Provided
| Tier | Response Time | Resolution or Workaround | ||
|---|---|---|---|---|
Severity 1 | Production application down or major malfunction causing productivity loss resulting in majority of users unable to perform their normal tasksTier 1 | The most used and relevant services for the community. A large portion of the active community would consider 1h long outage during business time a bad experience, and would prevent them doing their work. These are the most critical systems that affect most of our community, most of the time. | 1 hour | 4 hours |
Severity Tier 2Critical | loss of application functionality or performance resulting in high number of users unable to perform their normal functionsThese services can be down quite possibly for a couple of hours before it actually blocks someone. | 4 hours | 8 hours | |
Severity Tier 3 | Moderate loss of application functionality or performance resulting in multiple users impacted in their normal tasksSimilar to Tier 2, but a smaller percentage of the community would be affected. | 8 hours | 24 hours | |
Severity Tier 4 | Minor loss of application functionalityEither affects a very small percentage of the community, or accessed/used much less frequently. | 24 hoursBest effort | 7 days |