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Difference between revisions of "2019-bidding/helpdesk-human-support"

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'''Go back to the [[EGI_Core_Activities_Bidding#PHASE_II_May_2016-December_2017|EGI Core Activities Bidding page]].'''
 
= Service name: Helpdesk human 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 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 ==
 
== Quality of Support level for the TPM SU ==
* Maximum time to assign a ticket to a support unit within supporthours: 1h
* Maximum response time to tickets that are internally handled by 1st level support: 1h
== Quality of Support level for the DMSU SU ==
* Medium
 
== Effort ==
Bids  planning a total effort between 14 and 15 Person Months/year would allow these services and activities to be addressed appropriately. Effort may be provided as part of either the INFRAEOSC-07 and INFRAEOSC-03 projects.
 
== Effort (EOSC-related activities) ==
Partners are encouraged to submit details of activities and proposed costing of effort for EOSC Hub related activities. This may include activities related to development of new functionality required by EOSC communities in addition to activities delivering services to these communities.

Latest revision as of 16:53, 20 November 2019

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