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Revision as of 14:16, 26 October 2010


NA3 - User Community Coordination

Work package leader: Steve Brewer, Chief Customer Officer, EGI.eu
Deputy leader: Gergely Sipos, Senior User Community Support Officer, EGI.eu

This page presents a summary of progress with EGI-InSPIRE Work package WP3 - NA3 - User Community Coordination

User support processes

See the processes described in the D3.1:User Community Support Process deliverable document


Surveys for user communities

The development of the European Grid Infrastructure is driven by user communities. EGI provides different mechanisms for user communities to communicate their needs and requirements with infrastructure developers and providers. The User Community Support Team of EGI.eu performed the following surveys in order to receive feedback from user communities on particular topics:

Name of the survey Format of the survey Sent to Sent (date) Deadline to answer Number of responses Response rate Link to survey and to collected responses
NGI User Support Questionnaire Email with attached doc Main contacts of NGI User Support Teams 25.09-05.10/2010 Continuous collection of responses Processed answers
VO questionnaire on EMI middleware transition and features Email Administrators of every registered EGI VO 07/10/2010 18/10/2010 23 (out of 223) 10.3% XLS file in EGI.eu Humyo

Work package structure

Insert a diagram with explanation here

Links to Task specific pages

TNA3.1 - Activity Management

Task leader: Steve Brewer, CCO, EGI.eu

TNA3.2 - User & Community Support Team

Task leader: Steve Brewer, CCO, EGI.eu

TNA3.3 - NGI User Support Teams

Task leader: Gergely Sipos, EGI.eu

TNA3.4 - Technical Services

Task leader: Marios Chatziaggelou, GRNET


Metrics

The following metrics are collected by the NA3 activity for the EGI-InSPIRE Quarterly Reports every three months :

Metric ID Metric Description Public / Internal Task Provider QR1 value QR2 value
M.NA3.1 Number of support tickets raised through GGUS (grouped by submitting community – where available) P TNA3.2/3 GGUS
M.NA3.2 Number of support tickets raised by users and resolved by registered support unit (NGIs & EGI.eu) P TNA3.3 GGUS
M.NA3.3 Number of support tickets raised by users and resolved by EGI.eu P TNA3.3 GGUS
M.NA3.4 Meantime to resolve tickets P TNA3.3 GGUS
M.NA3.5 Meantime to resolve longest 10% of tickets P TNA3.3 GGUS
M.NA3.6 Uptime of User Support websites: Training, Application Database, VO Support Services P TNA3.4 Marios & David
M.NA3.7 Visitors to User Support websites: Training, Application Database, VO Support Services P TNA3.4 EGI.eu
M.NA3.8 Number of VO Support Services P TNA3.4 UPV-LIP
M.NA3.9 Number of Applications in the AppDB P TNA3.3/4 Marios
M.NA3.10 Number of Trainers in the Trainers database P TNA3.3/4 David
M.NA3.11 Number of Training Days delivered through NGI Training events P TNA3.3/4 David
M.NA3.12 Number of active VOs Accounting Portal
M.NA3.13 Number of new/decommissioned VOs Operations Portal
M.NA3.14 Number of registered users and distribution per discipline Operations Portal ??

The MS304 "User Support Metrics" milestone document provides a discussion forum on the metrics that should be captured about user support. This document is formally updated in July 2011 (MS307), July 2012 (MS310) and July 2013 (MS313).

Deliverables

Status Nr. Title Lead Partner PM Lead Author
External review D3.1 User Community Support Process CNRS (14), France 3 Lead by: Y.Legre, Moderator: ?, Reviewer: ?
- D3.2 Annual Report on EGI's User Community Services EGI.EU (1) 11 Lead by: Steve Brewer, Moderator: ?, Reviewer: ?
- D3.3 User Community Support Process CNRS (14), France 15 Lead by: ?, Moderator: ?, Reviewer: ?
- D3.4 Annual Report on EGI's User Community Services EGI.EU (1) 23 Lead by: Steve Brewer, Moderator: ?, Reviewer: ?
- D3.5 User Community Support Process CNRS (14), France 27 Lead by: ?, Moderator: ?, Reviewer: ?
- D3.6 Annual Report on EGI's User Community Services EGI.EU (1) 35 Lead by: Steve Brewer, Moderator: ?, Reviewer: ?
- D3.7 User Community Support Process CNRS (14), France 39 Lead by: ?, Moderator: ?, Reviewer: ?
- D3.8 Annual Report on EGI's User Community Services EGI.EU (1) 47 Lead by: Steve Brewer, Moderator: ?, Reviewer: ?

Milestones

Status Nr. Title Lead Partner PM Lead Author
PMB Review MS301 User Support Contacts INFN (21), Italy 1 Lead by: Luciano Gaido, Moderator: Jamie Shiers, Reviewer: Vera Hansper
PMB Review MS302 Training Website STFC (34), UK 2 Lead by: David Fergusson, Moderator: Steven Newhouse, Reviewer: Roberto Barabara
PMB Review MS303 Ported Applications Website GRNET (16), Greece 2 Lead by: ?, Moderator: Jamie Shiers, Reviewer: Sergio Andreozzi
External Review MS304 User Support Metrics MTA KFKI (18), Hungary 3 Lead by: Robert Lovas, Moderator: Catherine Gater, Reviewer: Sergio Andreozzi,Damir Marinovic
- MS305 User Feedback and Recommendations EGI.EU (1) 6 Lead by: ?, Moderator: ?, Reviewer: ?
- MS306 User Support Contacts INFN (21), Italy 14 Lead by: ?, Moderator: ?, Reviewer: ?
- MS307 User Support Metrics MTA KFKI (18), Hungary 15 Lead by: ?, Moderator: ?, Reviewer: ?
- MS308 User Feedback and Recommendations EGI.EU (1) 18 Lead by: ?, Moderator: ?, Reviewer: ?
- MS309 User Support Contacts INFN (21), Italy 26 Lead by: ?, Moderator: ?, Reviewer: ?
- MS310 User Support Metrics MTA KFKI (18), Hungary 27 Lead by: ?, Moderator: ?, Reviewer: ?
- MS311 User Feedback and Recommendations EGI.EU (1) 30 Lead by: ?, Moderator: ?, Reviewer: ?
- MS312 User Support Contacts INFN (21), Italy 38 Lead by: ?, Moderator: ?, Reviewer: ?
- MS313 User Support Metrics MTA KFKI (18), Hungary 39 Lead by: ?, Moderator: ?, Reviewer: ?
- MS314 User Feedback and Recommendations EGI.EU (1) 42 Lead by: ?, Moderator: ?, Reviewer: ?

Deliverable and Milestone Edit & Review process

See also: Quality Assurance process for deliverables and milestones

Quality Assurance Procedures Document: Quality Assurance Procedures


Time
before
submission
State in
AMB RT Queue
RT Ticket
Owner
Material
6 weeks ToC Activity
Manager
Document skeleton created and first version of the document with the table of contents enterted into the document.
4 weeks Draft Activity
Manager
A full draft is available in the repository that has been reviewed within the activity.
3 weeks Review Activity
Manager
A full draft is undergoing internal review within the activity.
2 weeks External
Review
Moderator A review led by a moderator and one reviewer using the document comments form has been completed and responded to by the document authors. This may take multiple cycles.
2 weeks AMB
Review
Project
Manager
Document starts being reviewed by the AMB.
1 week PMB
Review
Project
Director
Document circulated to the PMB for information.
Deadline With EC Project
Finance
Officer
A clean version of the document is in the document repository and made available to the EC.

Time tables

2010 year

2010
Time
Table
PM1
May
PM2
June
PM3
July
PM4
August
PM5
September
PM6
October
PM7
November
PM8
December
MS301 MS302
MS303
MS304
D3.1
MS305

2011 year

2011
Time
Table
PM9
January
PM10
February
PM11
March
PM12
April
PM13
May
PM14
June
PM15
July
PM16
August
PM17
September
PM18
October
PM19
November
PM20
December
D3.2 MS306 MS307
D3.3
MS308

2012 year

2012
Time
Table
PM21
January
PM22
February
PM23
March
PM24
April
PM25
May
PM26
June
PM27
July
PM28
August
PM29
September
PM30
October
PM31
November
PM32
December
D3.4 MS309 MS310
D3.5
MS311

2013 year

2013
Time
Table
PM33
January
PM34
February
PM35
March
PM36
April
PM37
May
PM38
June
PM39
July
PM40
August
PM41
September
PM42
October
PM43
November
PM44
December
D3.6 MS312 MS313
D3.7
MS314

2014 year

2014
Time
Table
PM45
January
PM46
February
PM47
March
PM48
April
D3.8

WP3 events and meetings

Fortnightly telcon meeting for NA3 task and subtask leaders

See agendas and minutes in Indico

F2F meeting for task leaders prior to EGI TF 2010

Morning of Monday 13 September 2010, agenda This meeting is for task leaders only!

F2F meeting for NA3 task leaders prior to EGI TF 2010

Afternoon of Monday 13 September 2010, agenda This meeting is for NA3 task leaders and NGIs with NA3 Global task.

EGI Technical Forum 2010

WP3 (NA3) Sessions

Tuesday, 14 September 2010 User Training - Getting started in EGI Convener: Gergely Sipos NA3/EGI.eu

Wednesday, 15 September 2010 Virtual Research Communities Convener: Stephen Brewer NA3/EGI.eu

Wednesday, 15 September 2010 EGI User Support Services Convener: Marios Chatziangelou NA3/GRNET

Friday, 17 September 2010 NGI User support Teams Convener: Gergely Sipos NA3/EGI.eu


EGI TF 2010 Summary

WP3 Partners and effort (Person Months)

Extracted from: EGI-InSPIRE Consortium Agreement v1.0

Participant
Nr.
Participant Short name /
Lead Beneficiary
WP3 (NA3): User Community Support Person Months
per Effort Type
Total Person
Months
TNA3.1

Activity
Management

TNA3.2

User & Community
Support Team

TNA3.3

NGI User
Support Teams

TNA3.4

Technical
Services

EGI NGI
1 EGI.EU 36 165 201 201
2 UPT 7 19 5 31 31
3 IIAP NAS RA 6 6 6
5 IPP-BAS 8 8 8
IPP-BAS 8 8 8
7 SWITCH 4 8 12 12
ETH Zurich 2 2 4 4
UZH 2 6 8 8
8 UCY 3 3 2 8 8
9 CESNET 4 12 12 28 28
10 KIT-G 6 53 7 66 66
KIT-G 6 36 42 42
DESY 2 7 9 9
JUELICH 3 3 3
FRAUNHOFER 12 12 12
12 CSIC 15 24 12 27 39
CSIC 15 12 3 15
UPVLC 24 24 24
13 CSC 8 16 24 24
14 CNRS 7 36 11 54 54
CNRS 4 23 27 27
CEA 5 6 11 11
HEALTHGRID 3 8 5 16 16
15 GRENA 6 6 6
16 GRNET 47 47 47
GRNET 34 34 34
IASA 13 13 13
18 MTA KFKI 28 4 32 32
MTA KFKI 5 4 9 9
BME 9 9 9
MTA SZTAKI 14 14 14
19 TCD 6 4 4 14 14
20 IUCC 2 9 2 13 13
21 INFN 12 28 40 40
INFN 12 28 40 40
22 VU 6 9 15 15
23 RENAM 5 4 9 9
26 NCF 6 3 9 9
FOM 3 1 4 4
SARA 3 2 5 5
27 SIGMA 4 14 9 27 27
SIGMA 4 9 13 13
UIO 7 7 7
URA 7 7 7
28 CYFRONET 22 13 35 35
CYFRONET 4 4 4
UWAR 10 7 17 17
ICBP 8 6 14 14
29 LIP 6 18 16 12 28 40
30 IPB 12 4 16 16
31 ARNES 4 11 4 19 19
ARNES 1 7 3 11 11
JSI 3 4 1 8 8
32 UI SAV 4 17 17 38 38
33 TUBITAK
ULAKBIM
8 20 8 36 36
34 STFC 24 27 23 28 51
STFC 12 4 16 16
UEDIN 23 23 23
GLASGOW 4 4 4
IMPERIAL 4 4 4
UNIMAN 4 4 4
36 UCPH 20 20 20
38 VR-SNIC 9 9 9
KTH 9 9 9
40 E-ARENA 7 7 7
E-ARENA 7 7 7
42 ASGC 37 72 12 121 121
43 ASTI 32 180 8 220 220
44 ITB 4 6 10 10
46 KISTI 28 28 28
48 NUS 8 8 8 24 24
49 UPM 8 4 12 12
50 NECTEC 4 4 4
TOTALS 36 417 679 247 296 1083 1379

User Support Services and tools

This section should list the support service and resources that EGI provides for users, as well as the list of the shared tools that EGI partners provide for the EGI community to facilitate the work of NGI user support teams. The list is not complete yet, its structure and content will be reviewed soon, based on D3.1.

Documents on User support

Tutorials, use cases, etc

Different approaches to access input files in a job: "Sandbox" method, "Parachute" method, "Shared Area": http://www.eu-egee.org/fileadmin/documents/UseCases/SWInstallation.html

Scrap room - An area for ideas and suggestions on User Support