Difference between revisions of "2019-bidding/order-management-human-support"
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== Coordination == | == Coordination == | ||
When a service order request comes, the service order operator on shift (the shifter) is responsible to: | |||
* Perform an initial analysis of the technical requirements described in the order request. | |||
** If the service order is clear enough and it requests to access services for which there is no authentication required, | |||
the shifter will approve the service order request. | |||
** If the service order requests to access to one or multiple service from different providers/e-Infrastructures, | |||
* Establish one-to-one interactions between the Customer and the different service providers | the shifter is responsible to: | ||
* Initiate interactions with the service providers and collect expression of | *** Establish one-to-one interactions between the Customer and the different service providers. | ||
* Create Operational Level Agreements (OLAs) with the service providers interested to support the Customer. | *** Initiate interactions with the service providers (from the different e-Infrastructure) and collect expression of interests (EoIs). | ||
* Finalize a single Service Level Agreement (SLA) with the Customer. | *** Create Operational Level Agreements (OLAs) with the service providers interested to support the Customer. | ||
* Establish and maintain good relationships with the Customer and the service providers of the | *** Finalize a single Service Level Agreement (SLA) with the Customer. | ||
* | *** Establish and maintain good relationships with the Customer and the service providers of the different e-Infrastructure. | ||
* Collect feedback about the service delivery from the Customer. | *** Collect feedback and suggestion for improvements about the service delivery from the Customer. | ||
The support will be provided for service orders requesting access to: cloud, HTC and storage resources. | The support will be provided for service orders requesting access to: cloud, HTC and storage resources. |
Revision as of 15:55, 15 November 2019
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Service name: Order Management human support
Technical description
EGI has established an SLA framework to facilitate the allocation of services and resources to user communities in order to fulfill the specific needs of an experiment, project or community or practice.
The SLA framework creates trust agreements between Customers and Providers, specifies responsibilities, and the communication channels to provide feedback, support about the received/offered services. EGI SLAs are NOT legal contracts, but an agreement on intentions to collaborate and support a specific Customer group research activity.
Coordination
When a service order request comes, the service order operator on shift (the shifter) is responsible to:
- Perform an initial analysis of the technical requirements described in the order request.
- If the service order is clear enough and it requests to access services for which there is no authentication required,
the shifter will approve the service order request.
- If the service order requests to access to one or multiple service from different providers/e-Infrastructures,
the shifter is responsible to:
- Establish one-to-one interactions between the Customer and the different service providers.
- Initiate interactions with the service providers (from the different e-Infrastructure) and collect expression of interests (EoIs).
- Create Operational Level Agreements (OLAs) with the service providers interested to support the Customer.
- Finalize a single Service Level Agreement (SLA) with the Customer.
- Establish and maintain good relationships with the Customer and the service providers of the different e-Infrastructure.
- Collect feedback and suggestion for improvements about the service delivery from the Customer.
The support will be provided for service orders requesting access to: cloud, HTC and storage resources.
Service targets
First level quality of support
- Maximum time to assign a service order request to the second-line assigner: 1h
- Maximum response time to service order requests that are internally handled by 1st level support: 1h
Second level quality of support
- Medium
Bids planning a effort up to 4 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.
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.