Difference between revisions of "EGI Core activities:2015-bidding Helpdesk support"
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The support should be provided for the user facing services, such as HTC services, storage, cloud and authentication issues. | The support should be provided for the user facing services, such as HTC services, storage, cloud and authentication issues. | ||
==Coordination== | ==Coordination== | ||
This activity is also responsible for the liaison with support teams in charge of 2nd level and 3rd level support. | This activity is also responsible for the liaison with support teams in charge of 2nd level and 3rd level support aiming at timely and effective incident resolution. | ||
=Service targets= | =Service targets= |
Revision as of 15:22, 2 July 2015
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- Service name: Helpdesk support
Introduction
EGI provides support to users and operators through a distributed helpdesk with central coordination (GGUS). The central helpdesk provides a single interface for support. The helpdesk support activities are grouped in 1st and 2nd level support.
Technical description
First level support is responsible for ticket triage and assignment. Ticket triage requires a rota structure to make sure that a service is provided during regular business days. The assigner is responsible for initial analysis of the incoming ticket, requesting additional information from the submitter, and then either delivering a solution or assigning the ticket to a particular expert to resolve, or to NGIs in case of operational incidents.
Tickets should be re-assigned mostly when there is a clear action for a specific support unit, when the analysis of the issue identified a software bug, or when after the initial support to the user no solution can be found. If reassigned, the helpdesk support must ensure that the issue is clear and that the user provided all the information needed.
The support should be provided for the user facing services, such as HTC services, storage, cloud and authentication issues.
Coordination
This activity is also responsible for the liaison with support teams in charge of 2nd level and 3rd level support aiming at timely and effective incident resolution.
Service targets
Maximum time to assign a ticket to a support unit within support hours: 1h Maximum response time to tickets that are internally handled by 1st level support: 1 h (see https://wiki.egi.eu/wiki/FAQ_Report_Generator_%28GGUS%29#Timestamps_and_metrics)
Effort
Bids requesting a contribution between 20 and 24 Person Months/year would allow these services and activities to be addressed appropriately.