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Revision as of 14:58, 20 November 2019

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EGI Services and Service Management Support menu: Bids Old Bids Performance

Go back to the EGI Services Bidding page.

Service name: collaboration tools (IT Support)

Technical description

The task provides the following services for the EGI collaboration, all the services' authentication must integrate with EGI Check-in:

  • EGI Web site hosting and other web servers related to EGI activities.
  • EGI SSO, including shibboleth access for third party services using SSO as ID provider.
  • Wiki (MediaWiki, Confluence).
  • Jira ticketing system.
  • Mailing list management.
  • Document Repository.
  • eduROAM for EGI Foundation employees.
  • IdP federated in SURFConext and eduGAIN.
  • Agenda management via Indico.
  • Community forum using discourse deployed using docker in a VM
  • Actions and requirements tracking (RT). RT must interface with the UMD software provisioning system. Tight cooperation with the provider of the UMD infrastructure is expected.
  • Main DNS for egi.eu domain.
  • Provisioning of a few VM to allow EGI.eu team to test services and workflows (max. 6cores/6GB RAM total). This service is provided ad-hoc, and therefore it is not subject to monitoring and availability and reliability reporting. Only responses to support requests will be monitored.
  • Other collaboration platforms on a need be basis.

Operations

  • Hosting and daily operations the services
  • Creation of new SSO groups, mailing lists and Wiki namespaces
  • Unless explicitly agreed all services should be integrated with EGI Check-in, leveraging the group management features of Check-in to replace management in EGI SSO.
  • Provisioning of usage statistics upon request
  • Creation of dedicated web spaces for the main EGI events
  • Regular deployment of relevant software patches and new releases in order to keep the services up to date to the newest available version
  • Adapt RT Scrips and dashboards upon request
  • The services must run on separate machines (or VMs) in order to minimise the risk of incidents affecting multiple services at the same time
  • Configuration changes that may affect the service availability should be tested in an isolated stagging environment prior to being deployed in production
  • Creating an Availability and Continuity Plan and implementing countermeasures to mitigate the risks defined in the related risk assessment

Maintenance

  • Extension of the SSO to be ID provider for new services, upon request (Being deprecated with migration to check-in and usage of federated authentication via EGI Check-in)
  • Creation of new queues in RT and new metadata
  • Support of new use cases for the capabilities of the collaboration tools, e.g. by creating a new SSO group with mailing list.
  • Maintenance of probes to test the functionality of the service

Software Compliance

  • Unless explicitly agreed, software being used and developed to provide the service should:
    • Be licensed under an open source and permissive license (like MIT, BSD, Apache 2.0,...).
      • The license should provide unlimited access rights to the EGI Foundation and EGI federation member organisations.
    • Have source code publicly available via a public source code repository (if needed a mirror can be put in place under the EGI organisation in GitHub.) All releases should be appropriately tagged.
    • Adopt best practices:
      • Defining and enforcing code style guidelines.
      • Using Semantic Versioning.
      • Using a Configuration Management frameworks such as Ansible.
      • Taking security aspects into consideration through at every point in time.
      • Having automated testing in place.
      • Using code reviewing.
      • Treating documentation as code.
        • Documentation should be available for Developers, administrators and end users.

IT Service Management compliance

  • Key staff who deliver services should have foundation or basic level ITSM training and certification.
    • ITSM training and certification could include FitSM, ITIL, ISO 20000 etc.
  • Key staff and service owners should have advanced/professional training and certification covering the key processes for their services.
  • Providers should have clear interfaces with the EGI SMS processes and provide the required information.
  • Providers should commit to improving their management system used to support the services they provide.

Support

  • Support is provided through the it-support mailing list and through the EGI Helpdesk.
  • Support hours: eight hours a day, Monday to Friday – excluding public holidays of the hosting organisation(s).

Service level targets

EGI collaboration services must have 99% availability over the month

If provided the DNS service must have Availability > 99.99% on a monthly basis.

Response to incident records in EGI Helpdesk within support hours: Advanced.

Effort (EGI-related activities)

Bids planning a total effort for EGI-related work of about 11 Person Months/year would allow these services and activities to be addressed appropriately.

Effort (EOSC-related activities)

Partners are encouraged to submit details of activities and proposed costing of effort for EOSC related activities. This may include activities related to development of new functionality required by EOSC communities (e.g. in the case of collaboration tools, additional services meeting EOSC requirements) in addition to activities delivering services to these communities.