EGI-InSPIRE:WP3 User Community Coordination
Introduction to NA3 - User Community Coordination
Work package leader: Steve Brewer, Chief Customer Officer, EGI.eu
Deputy leader: Gergely Sipos, Senior User Community Support Officer, EGI.eu
This page presents a summary of progress with EGI-InSPIRE Work package WP3 - NA3 - User Community Coordination
User support processes
See the processes described in the D3.1:User Community Support Process deliverable document
Requirement gathering
The evolution of the European Grid Infrastructure is driven by the users. Therefore capturing and communicating feedback from users to the infrastructure as well as technology operators and providers is a key goal for NA3 and for the project as a whole. The page linked below describes the channels, processes and bodies that the User Community Coordination activity established and runs in order to collect, capture, process, and report requirements and recommendations of users. Input from users are collected by NA3 through various electronic channels and face-to-face communication mechanisms. The User Community Board (UCB), the group of representatives of user communities, then prioritises the collected input with the help of the EGI.eu User Community Support Team (UCST) and the User Services Advisory Group (USAG). The prioritised, weighed requirements prepared by these groups provide direction for the evolution of middleware services as well as the user-oriented technical services provided by EGI. This page also includes links to the requirements and recommendations that have been collected through these processes so far.
Requirements gathering details
Training
User Support Services and tools
The page "Tools, services and resources for users" provides a categorisation and list of software service and tools that are avilable for EGI users and user support teams.
Work package structure
Insert a diagram with explanation here
TNA3.1 - Activity Management
Task leader: Steve Brewer, CCO, EGI.eu
TNA3.2 - User & Community Support Team
Task leader: Steve Brewer, CCO, EGI.eu
TNA3.3 - NGI User Support Teams
Task leader: Gergely Sipos, EGI.eu
TNA3.4 - Technical Services
Task leader: Marios Chatziaggelou, GRNET
WP3 events and meetings
Fortnightly telcon meeting for NA3 task and subtask leaders
See agendas and minutes in Indico
F2F meeting for task leaders prior to EGI TF 2010
Morning of Monday 13 September 2010, agenda This meeting is for task leaders only!
F2F meeting for NA3 task leaders prior to EGI TF 2010
Afternoon of Monday 13 September 2010, agenda This meeting is for NA3 task leaders and NGIs with NA3 Global task.
EGI Technical Forum 2010
WP3 (NA3) Sessions
Tuesday, 14 September 2010 User Training - Getting started in EGI Convener: Gergely Sipos NA3/EGI.eu
Wednesday, 15 September 2010 Virtual Research Communities Convener: Stephen Brewer NA3/EGI.eu
Wednesday, 15 September 2010 EGI User Support Services Convener: Marios Chatziangelou NA3/GRNET
Friday, 17 September 2010 NGI User support Teams Convener: Gergely Sipos NA3/EGI.eu
Metrics
The following metrics are collected by the NA3 activity for the EGI-InSPIRE Quarterly Reports every three months :
Metric ID | Metric | Description | Public / Internal | Task | Provider | QR1 value | QR2 value |
---|---|---|---|---|---|---|---|
M.NA3.1 | Number of support tickets raised through GGUS | Number of tickets with creation time within the specified timeframe | P | TNA3.2/3 | GGUS | 2416 | 2729 |
M.NA3.2 | Number of support tickets raised by users and resolved by NGI UST support unit | Number of tickets that reached the status solved/unsolved inside NGI USTs within the timeframe defined by the query. Note: NGI UST is still not defined in GGUS |
P | TNA3.3 | GGUS | 0 | 0 |
M.NA3.3 | Number of support tickets raised by users and resolved by EGI.eu UCST support unit | Number of tickets that reached the status solved/unsolved inside EGI.eu SU within the timeframe defined by the query. Note: EGI.eu UCST is still not defined in GGUS |
P | TNA3.3 | GGUS | 0 | 0 |
M.NA3.4 | Meantime to resolve tickets | Average solution time between status new and solved/unsolved (in days) of support tickets raised through GGUS | P | TNA3.3 | GGUS | 14.8 | 7.5 |
M.NA3.5 | Meantime to resolve longest 10% of tickets | Not possible currently to have this metric from GGUS | P | TNA3.3 | GGUS | ||
M.NA3.6 | Uptime of User Support websites: Training, Application Database, VO Support Services | P | TNA3.4 | Marios & David | AppDB: 99%; Training site: 99% | AppDB: 99%; Training site: 99% | |
M.NA3.7 | Visitors to User Support websites: Training, Application Database, VO Support Services | P | TNA3.4 | Marios & David | AppDB: N/A; Training site: 4171 | AppDB: 185 (26/9/2010 - 31/10/2010); Training site: 2832 | |
M.NA3.8 | Number of VO Support services evaluated | Number of services or tools evaluated by EGI.eu which, à priori, could be useful to VOs and VRCs | P | TNA3.4 | UPV-LIP | 7 | 12 |
M.NA3.9 | Number of VO Support services supported | Number of services or tools where EGI.eu can offer support (or link support) to VOs and VRCs during its deployment and operation | P | TNA3.4 | UPV-LIP | 1 | 1 |
M.NA3.10 | Number of VO Support services offered | Number of services or tools offered within the EGI.eu infrastructure to VOs and VRCs | P | TNA3.4 | UPV-LIP | 0 | 0 |
M.NA3.11 | Number of Applications in the AppDB | The number of the registered scientific applications available within in the EGI infrastructure | P | TNA3.3/4 | Marios | 249 | 249 |
M.NA3.12 | Number of Tools in the AppDB | The number of the registered scientific tools (Generic+RESPECT) available within in the EGI infrastructure | P | TNA3.3/4 | Marios | 20 | 20 |
M.NA3.13 | Number of registered scientists in the AppDB | The number of the registered scientists that are associated with the applications & tools included in the AppDB | P | TNA3.3/4 | Marios | 494 | 494 |
M.NA3.14 | Number of Trainers in the Trainers database | P | TNA3.3/4 | David | 57 | 57 | |
M.NA3.15 | Number of Training Days delivered through NGI Training events | P | TNA3.3/4 | David | XX | XX | |
M.NA3.16 | Number of active VOs | Operations portal OR Accounting Portal (different definitions!) | |||||
M.NA3.17 | Number of new/decommissioned VOs | Operations Portal | |||||
M.NA3.18 | Number of registered users and distribution per discipline | Operations Portal |
Further information: - Sources to obtain GGUS metrics: https://gus.fzk.de/ws/ticket_info.php?ticket=63412
The MS304 "User Support Metrics" milestone document provides a discussion forum on the metrics that should be captured about user support. This document is formally updated in July 2011 (MS307), July 2012 (MS310) and July 2013 (MS313).
Deliverables
Status | Nr. | Title | Lead Partner | PM | Lead Author |
---|---|---|---|---|---|
External review | D3.1 | User Community Support Process | CNRS (14), France | 3 | Lead by: Y.Legre, Moderator: ?, Reviewer: ? |
- | D3.2 | Annual Report on EGI's User Community Services | EGI.EU (1) | 11 | Lead by: Steve Brewer, Moderator: ?, Reviewer: ? |
- | D3.3 | User Community Support Process | CNRS (14), France | 15 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | D3.4 | Annual Report on EGI's User Community Services | EGI.EU (1) | 23 | Lead by: Steve Brewer, Moderator: ?, Reviewer: ? |
- | D3.5 | User Community Support Process | CNRS (14), France | 27 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | D3.6 | Annual Report on EGI's User Community Services | EGI.EU (1) | 35 | Lead by: Steve Brewer, Moderator: ?, Reviewer: ? |
- | D3.7 | User Community Support Process | CNRS (14), France | 39 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | D3.8 | Annual Report on EGI's User Community Services | EGI.EU (1) | 47 | Lead by: Steve Brewer, Moderator: ?, Reviewer: ? |
Milestones
Status | Nr. | Title | Lead Partner | PM | Lead Author |
---|---|---|---|---|---|
PMB Review | MS301 | User Support Contacts | INFN (21), Italy | 1 | Lead by: Luciano Gaido, Moderator: Jamie Shiers, Reviewer: Vera Hansper |
PMB Review | MS302 | Training Website | STFC (34), UK | 2 | Lead by: David Fergusson, Moderator: Steven Newhouse, Reviewer: Roberto Barabara |
PMB Review | MS303 | Ported Applications Website | GRNET (16), Greece | 2 | Lead by: ?, Moderator: Jamie Shiers, Reviewer: Sergio Andreozzi |
External Review | MS304 | User Support Metrics | MTA KFKI (18), Hungary | 3 | Lead by: Robert Lovas, Moderator: Catherine Gater, Reviewer: Sergio Andreozzi,Damir Marinovic |
- | MS305 | User Feedback and Recommendations | EGI.EU (1) | 6 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS306 | User Support Contacts | INFN (21), Italy | 14 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS307 | User Support Metrics | MTA KFKI (18), Hungary | 15 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS308 | User Feedback and Recommendations | EGI.EU (1) | 18 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS309 | User Support Contacts | INFN (21), Italy | 26 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS310 | User Support Metrics | MTA KFKI (18), Hungary | 27 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS311 | User Feedback and Recommendations | EGI.EU (1) | 30 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS312 | User Support Contacts | INFN (21), Italy | 38 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS313 | User Support Metrics | MTA KFKI (18), Hungary | 39 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS314 | User Feedback and Recommendations | EGI.EU (1) | 42 | Lead by: ?, Moderator: ?, Reviewer: ? |
Deliverable and Milestone Edit & Review process
See also: Quality Assurance process for deliverables and milestones
Quality Assurance Procedures Document: Quality Assurance Procedures
Time before submission |
State in AMB RT Queue |
RT Ticket Owner |
Material |
---|---|---|---|
6 weeks | ToC | Activity Manager |
Document skeleton created and first version of the document with the table of contents enterted into the document. |
4 weeks | Draft | Activity Manager |
A full draft is available in the repository that has been reviewed within the activity. |
3 weeks | Review | Activity Manager |
A full draft is undergoing internal review within the activity. |
2 weeks | External Review |
Moderator | A review led by a moderator and one reviewer using the document comments form has been completed and responded to by the document authors. This may take multiple cycles. |
2 weeks | AMB Review |
Project Manager |
Document starts being reviewed by the AMB. |
1 week | PMB Review |
Project Director |
Document circulated to the PMB for information. |
Deadline | With EC | Project Finance Officer |
A clean version of the document is in the document repository and made available to the EC. |
Time tables
2010 year
2010 Time Table |
PM1 May |
PM2 June |
PM3 July |
PM4 August |
PM5 September |
PM6 October |
PM7 November |
PM8 December |
---|---|---|---|---|---|---|---|---|
MS301 | MS302 MS303 |
MS304 D3.1 |
MS305 |
2011 year
2011 Time Table |
PM9 January |
PM10 February |
PM11 March |
PM12 April |
PM13 May |
PM14 June |
PM15 July |
PM16 August |
PM17 September |
PM18 October |
PM19 November |
PM20 December |
---|---|---|---|---|---|---|---|---|---|---|---|---|
D3.2 | MS306 | MS307 D3.3 |
MS308 |
2012 year
2012 Time Table |
PM21 January |
PM22 February |
PM23 March |
PM24 April |
PM25 May |
PM26 June |
PM27 July |
PM28 August |
PM29 September |
PM30 October |
PM31 November |
PM32 December |
---|---|---|---|---|---|---|---|---|---|---|---|---|
D3.4 | MS309 | MS310 D3.5 |
MS311 |
2013 year
2013 Time Table |
PM33 January |
PM34 February |
PM35 March |
PM36 April |
PM37 May |
PM38 June |
PM39 July |
PM40 August |
PM41 September |
PM42 October |
PM43 November |
PM44 December |
---|---|---|---|---|---|---|---|---|---|---|---|---|
D3.6 | MS312 | MS313 D3.7 |
MS314 |
2014 year
2014 Time Table |
PM45 January |
PM46 February |
PM47 March |
PM48 April |
---|---|---|---|---|
D3.8 |
WP3 Partners and effort (Person Months)
Extracted from: EGI-InSPIRE Consortium Agreement v1.0
Participant Nr. |
Participant Short name / Lead Beneficiary |
WP3 (NA3): User Community Support | Person Months per Effort Type |
Total Person Months | ||||
---|---|---|---|---|---|---|---|---|
TNA3.1
Activity |
TNA3.2
User & Community |
TNA3.3
NGI User |
TNA3.4
Technical |
EGI | NGI | |||
1 | EGI.EU | 36 | 165 | 201 | 201 | |||
2 | UPT | 7 | 19 | 5 | 31 | 31 | ||
3 | IIAP NAS RA | 6 | 6 | 6 | ||||
5 | IPP-BAS | 8 | 8 | 8 | ||||
IPP-BAS | 8 | 8 | 8 | |||||
7 | SWITCH | 4 | 8 | 12 | 12 | |||
ETH Zurich | 2 | 2 | 4 | 4 | ||||
UZH | 2 | 6 | 8 | 8 | ||||
8 | UCY | 3 | 3 | 2 | 8 | 8 | ||
9 | CESNET | 4 | 12 | 12 | 28 | 28 | ||
10 | KIT-G | 6 | 53 | 7 | 66 | 66 | ||
KIT-G | 6 | 36 | 42 | 42 | ||||
DESY | 2 | 7 | 9 | 9 | ||||
JUELICH | 3 | 3 | 3 | |||||
FRAUNHOFER | 12 | 12 | 12 | |||||
12 | CSIC | 15 | 24 | 12 | 27 | 39 | ||
CSIC | 15 | 12 | 3 | 15 | ||||
UPVLC | 24 | 24 | 24 | |||||
13 | CSC | 8 | 16 | 24 | 24 | |||
14 | CNRS | 7 | 36 | 11 | 54 | 54 | ||
CNRS | 4 | 23 | 27 | 27 | ||||
CEA | 5 | 6 | 11 | 11 | ||||
HEALTHGRID | 3 | 8 | 5 | 16 | 16 | |||
15 | GRENA | 6 | 6 | 6 | ||||
16 | GRNET | 47 | 47 | 47 | ||||
GRNET | 34 | 34 | 34 | |||||
IASA | 13 | 13 | 13 | |||||
18 | MTA KFKI | 28 | 4 | 32 | 32 | |||
MTA KFKI | 5 | 4 | 9 | 9 | ||||
BME | 9 | 9 | 9 | |||||
MTA SZTAKI | 14 | 14 | 14 | |||||
19 | TCD | 6 | 4 | 4 | 14 | 14 | ||
20 | IUCC | 2 | 9 | 2 | 13 | 13 | ||
21 | INFN | 12 | 28 | 40 | 40 | |||
INFN | 12 | 28 | 40 | 40 | ||||
22 | VU | 6 | 9 | 15 | 15 | |||
23 | RENAM | 5 | 4 | 9 | 9 | |||
26 | NCF | 6 | 3 | 9 | 9 | |||
FOM | 3 | 1 | 4 | 4 | ||||
SARA | 3 | 2 | 5 | 5 | ||||
27 | SIGMA | 4 | 14 | 9 | 27 | 27 | ||
SIGMA | 4 | 9 | 13 | 13 | ||||
UIO | 7 | 7 | 7 | |||||
URA | 7 | 7 | 7 | |||||
28 | CYFRONET | 22 | 13 | 35 | 35 | |||
CYFRONET | 4 | 4 | 4 | |||||
UWAR | 10 | 7 | 17 | 17 | ||||
ICBP | 8 | 6 | 14 | 14 | ||||
29 | LIP | 6 | 18 | 16 | 12 | 28 | 40 | |
30 | IPB | 12 | 4 | 16 | 16 | |||
31 | ARNES | 4 | 11 | 4 | 19 | 19 | ||
ARNES | 1 | 7 | 3 | 11 | 11 | |||
JSI | 3 | 4 | 1 | 8 | 8 | |||
32 | UI SAV | 4 | 17 | 17 | 38 | 38 | ||
33 | TUBITAK ULAKBIM |
8 | 20 | 8 | 36 | 36 | ||
34 | STFC | 24 | 27 | 23 | 28 | 51 | ||
STFC | 12 | 4 | 16 | 16 | ||||
UEDIN | 23 | 23 | 23 | |||||
GLASGOW | 4 | 4 | 4 | |||||
IMPERIAL | 4 | 4 | 4 | |||||
UNIMAN | 4 | 4 | 4 | |||||
36 | UCPH | 20 | 20 | 20 | ||||
38 | VR-SNIC | 9 | 9 | 9 | ||||
KTH | 9 | 9 | 9 | |||||
40 | E-ARENA | 7 | 7 | 7 | ||||
E-ARENA | 7 | 7 | 7 | |||||
42 | ASGC | 37 | 72 | 12 | 121 | 121 | ||
43 | ASTI | 32 | 180 | 8 | 220 | 220 | ||
44 | ITB | 4 | 6 | 10 | 10 | |||
46 | KISTI | 28 | 28 | 28 | ||||
48 | NUS | 8 | 8 | 8 | 24 | 24 | ||
49 | UPM | 8 | 4 | 12 | 12 | |||
50 | NECTEC | 4 | 4 | 4 | ||||
TOTALS | 36 | 417 | 679 | 247 | 296 | 1083 | 1379 |