Difference between revisions of "EGI Core activities:2013-bidding Incident management helpdesk"
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'''Go back to the [[Core_EGI_Activities|activity list]].''' | '''Go back to the [[Core_EGI_Activities|activity list]].''' | ||
* Service name: | * Service name: Incident Management Helpdesk (GGUS) | ||
* Service category: Operations | * Service category: Operations | ||
* Service type: Coordination, operation and maintenance | * Service type: Coordination, operation and maintenance | ||
GGUS is part of the EGI Collaboration Platform and is needed to support users and infrastructure operators. | |||
= Introduction = | = Introduction = |
Revision as of 19:30, 3 July 2013
Go back to the activity list.
- Service name: Incident Management Helpdesk (GGUS)
- Service category: Operations
- Service type: Coordination, operation and maintenance
GGUS is part of the EGI Collaboration Platform and is needed to support users and infrastructure operators.
Introduction
Technical description
This service includes the following components.
Coordination
This activity is responsible of the coordination of the system operation and upgrade activities with those partners that are in charge of operating other systems that depend on it.
Support
Support through the EGI helpdesk about
Support about ... is out of scope and is part of activity 2nd level support (core platform).
Support hours: eight hours a day (9-17 CE(S)T), Monday to Friday – excluding public holidays of the hosting organization.
Operation
- Daily running of the system
- Provisioning of a high availability configuration
- A test infrastructure to verify interoperability and the impact of software upgrades on depending systems
Maintenance
This activity includes:
- core refactoring, bug fixing, proactive maintenance, improvement of the system
- coordination of software maintenance activities with other technology providers that provide software for the EGI Core Infrastructure or remote systems deployed by integrated and peer infrastructures that interoperate with the central EGI components of the system.
- requirements gathering
Service level targets
- Minimum availability/reliability: ..%/..%
- Response to incident records in GGUS within support hours: Medium (see https://wiki.egi.eu/wiki/FAQ_GGUS-PT-QoS-Levels#Medium_service)