2019-bidding/order-management-human-support

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Service name: Order Management human support

Introduction

Currently the EGI Foundation User Community Support Team handles Customer service access requests (orders), handles relationship with the Customers, acting as an interface between the users and service providers. EOSC is expected to increase the number of requests that the order management team would receive, therefore we invite the NGIs with this call to nominate persons into the order management team and become part of a distributed effort that manages incoming service-access requests from EOSC.

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 performs an initial analysis of the technical requirements described in the order. The following two different scenarios are considered at this stage:

a.) If the service order is clear enough and it requests to access an existing service instance then the eligibility of access should be checked, the request should be approved, the user/customer need to be directed to the instance.

b.) If the service order requests is incomplete, inconsistent and/or requests access to multiple services, possibly from different providers then additional tasks need to be performed:

• Clarify the request with the user
• Establish one-to-one interactions between the Customer and suitable/promising 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.

Effort

Bids planning 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.