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KusumaKrishna / EU-Only-Cloud

To abide with COmpliance requirement of EU Only Cloud
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L3 Softlayer Datacenter Operation out of EU - Chris Dotson #2

Open KusumaKrishna opened 5 years ago

KusumaKrishna commented 5 years ago

the latest status on IaaS L3 operations for EU Cloud:

IaaS technical enforcement plan & actions were deployed ahead of schedule in Q2 2018, from which point all non-EU operations staff must have explicit EU approval for access. IaaS L3 staffing activity in EU is planned for closure by Dec 2018

KusumaKrishna commented 5 years ago

Chris Dotson - Technical Softlayer Architect

KusumaKrishna commented 5 years ago

Mark's Reply to Rajesh's Q on 23rd Aug

  1. The solution is "EU Only" and not just "EU First Support model" Ans: The program is an "EU First" support model only. We have asked the teams to staff so that they can handle a high percentage of support / operations activities in the EU - but not all tickets / operations exclusively in the EU. Q: We need a detailed description which services and support functions can / cannot be covered by the EU First Model (L1/L2/L3 dayshift).

  2. The hiring will be completed and support ready by Q4. Ans: Chris confirms below this is the case with one major caveat... Q: Please also clarify what is meant by the major caveat in regards to the staffing of L3 dayshift.

  3. The support covers 24x7 (to support our contractual obligation) and not day shift only. Ans: The current staffing plans are for day shift only. We do not have plans or budget allocated to expand beyond this.

  4. We have many teams that have one account where they have resources deployed in multiple data centers (US, Germany, US, etc.). For "EU Supported" please confirm there is no restriction on the list of data centers we have our resources deployed. Ans: If the client selects EU Supported and the resource in question is in the EU (or they mark the support ticket as referring to a resource in the EU) then the EU Supported processes will kick in. Clients are free to use resources from other DCs, but will see a warning that EU Supported does not apply to these resources when they select them from the OneCloud catalog

On 27th Aug