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Difference between revisions of "EGI Core activities:2013-bidding 1st level support"
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= Introduction = | = Introduction = | ||
EGI provides support to users and operators through a distributed helpdesk with central coordination (GGUS). The central helpdesk provides a single interface for support. | |||
= Technical description = | = Technical description = | ||
Revision as of 20:42, 3 July 2013
Go back to the activity list.
- Service name: First level support
- Service category: Operations
- Service type: Coordination, operation
First level support is part of the EGI support service delivered through GGUS.
Introduction
EGI provides support to users and operators through a distributed helpdesk with central coordination (GGUS). The central helpdesk provides a single interface for support.
Technical description
First level support is responsible of ticket triage and assignment. Ticket triage requires a rota structure to make sure that a service is provided during regular business days. The assigner is responsible for initial analysis of the incoming ticket, requesting additional information from the submitter, and then either delivering a solution or assigning the ticket to a particular expert to resolve, or to NGIs in case of operational incidents. This activity is also responsible of the coordination with teams responsible for 2nd level and 3rd level support.
Service level targets
- Minimum availability/reliability: ..%/..%
- Response to incident records in GGUS within support hours: Medium (see https://wiki.egi.eu/wiki/FAQ_GGUS-PT-QoS-Levels#Medium_service)