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Difference between revisions of "2019-bidding/helpdesk-human-support"
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=Technical description = | =Technical description = | ||
First level support is responsible for ticket triage and assignment. Ticket triage must be regularly and continuously provided during business days. The first-level assigner is responsible for initial analysis of the incoming ticket, requesting additional information from the submitter, and assigning the ticket to 2nd level experts to resolve, to NGIs or specific service managers in case of operational incidents, to VO managers in case of VO membership issues, etc. | |||
The support should be provided for the user facing services, such as HTC services, cloud, storage and authentication issues. | 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. Second level support is provided through the DMSU support unit for software services comprising the EGI Core, Cloud and Community platforms. Second level support deals with configuration and deployment issues or suspected software defects. In case a software defect is indeed confirmed, the ticket is reassigned to the appropriate 3rd level support unit to fix. Otherwise, the issue is resolved at 2nd level. | |||
==Coordination== | ==Coordination== | ||
Revision as of 11:07, 6 November 2019
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Go back to the EGI Core Activities Bidding page.
Service name: Helpdesk support
(to add requirements on software licenses and fitsm training&certification)
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 must be regularly and continuously provided during business days. The first-level assigner is responsible for initial analysis of the incoming ticket, requesting additional information from the submitter, and assigning the ticket to 2nd level experts to resolve, to NGIs or specific service managers in case of operational incidents, to VO managers in case of VO membership issues, etc.
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. Second level support is provided through the DMSU support unit for software services comprising the EGI Core, Cloud and Community platforms. Second level support deals with configuration and deployment issues or suspected software defects. In case a software defect is indeed confirmed, the ticket is reassigned to the appropriate 3rd level support unit to fix. Otherwise, the issue is resolved at 2nd level.
Coordination
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.
Service targets
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)
Effort
Bids planning a total effort of 14 Person Months/year (STC) would allow these services and activities to be addressed appropriately.