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Difference between revisions of "2019-bidding/order-management-human-support"
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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. | ||
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== Effort (EOSC-related activities) == | == Effort (EOSC-related activities) == | ||
Revision as of 13:44, 15 November 2019
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Service name: Order Management human support
Introduction
To facilitate the allocation of resources to fulfill the needs of a specific group of researchers (the Customers) and allow them to better plan their research activities, EGI has established a SLA framework.
The purpose of this framework is to create a reliable, trust-based communication channel between the Customer and the Providers to agree on the services, their levels and types of support. From a technical perspective, the SLAs proposed by EGI are NOT legal contracts, but an agreement on intentions to collaborate and support the Customer’s research activity.
The order management human support activities are grouped in 1st and 2nd level support.
Technical description
First level support is responsible for service-order tickets 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 support.
The second-level assigner is responsible to:
- Establish one-to-one interactions between the Customer and the different service providers of the federation.
- Initiate interactions with the service providers and collect expression of interest.
- 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 federation.
- Monitor the service delivery offered to the Customer.
- Collect feedback about the service delivery from the Customer.
The support will be provided for service orders requesting access to: cloud, HTC and storage resources.