2019-bidding/order-management-human-support
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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.