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2019-bidding/order-management-human-support

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EGI Services and Service Management Support menu: Bids Old Bids Performance

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Service name: Order Management human support

Introduction

The Order Management human support deals with taking care of Customer service order requests and the subsequent management, acting as an interface between the users and service providers.

EGI has established an SLA framework to facilitate the allocation of services and resources to user communities in order to fulfil 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 Requirements

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.

The following two different scenarios are considered:

a.) 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.

b.) 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 shifter will provided support for service orders requesting access to:

  • Cloud Compute resources,
  • HTC resources, and
  • Storage resources.

Support

  • Support is provided via the EGI Helpdesk
  • Support hours: eight hours a day, Monday to Friday – excluding public holidays of the hosting organisation(s).

Service level targets

  • Response to tickets in EGI Helpdesk within support hours: Medium.

Effort (EGI-related activities)

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.

Effort (EOSC-related activities)

Partners are encouraged to submit details of activities and proposed costing of effort for EOSC 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.