The wiki is deprecated and due to be decommissioned by the end of September 2022.
The content is being migrated to other supports, new updates will be ignored and lost.
If needed you can get in touch with EGI SDIS team using operations @ egi.eu.
Difference between revisions of "2019-bidding/order-management-human-support"
| Line 9: | Line 9: | ||
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. | 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. | ||
== Technical description == | == Technical description == | ||
Revision as of 15:13, 15 November 2019
| Main | EGI.eu operations services | Support | Documentation | Tools | Activities | Performance | Technology | Catch-all Services | Resource Allocation | Security |
| EGI Core services menu: | Services PHASE I • | Services PHASE II • | Services PHASE III • | Bids • | Payments • | Travel procedure • | Performance |
Go back to the EGI Core Activities Bidding page.
Service name: Order Management human support
Introduction
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.
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.
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.