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- Service name: Helpdesk support
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.
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, cloud, storage and authentication issues.
This activity is also responsible for the liaison with support teams in charge of the 3rd level support aiming at timely and effective incident resolution.
Maximum time to assign a ticket to a support unit within support hours, if not handled directly by the 1st line support: 1h
Maximum response time to tickets that are internally handled by 1st level support: 1h (see https://wiki.egi.eu/wiki/FAQ_Report_Generator_%28GGUS%29#Timestamps_and_metrics)
Bids planning a total effort of 24 Person Months/year would allow these services and activities to be addressed appropriately.