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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.
More details available in the [ wiki https://wiki.egi.eu/wiki/EGI_VO_SLA_guide ].