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Difference between revisions of "EGI Core activities:2013-bidding 1st level support"

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{{Template:Op menubar}}{{Core_services_menubar}} {{TOC_right}}  
'''Go back to the [[Core_EGI_Activities|activity list]].'''
'''Go back to the [[EGI_Core_Activities_Bidding|EGI Core Activities Bidding page]].'''
* Service name:
 
 
'''Go back to the [[Core EGI Activities|Core EGI activity list]].'''  
 
* Service name: First level support
* Service category: Operations
* Service category: Operations
* Service type: Coordination, operation and maintenance
* Service type: Coordination, operation  


The ... is part of the EGI Core Infrastructure Platform ... which supports the daily operations of EGI.
First level support is part of the EGI support service delivered through GGUS.


= 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 =
This service includes the following components.
First level support is responsible for 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 for the coordination with teams responsible for 2nd level and 3rd level support.
== Coordination ==
This activity is responsible of the coordination of the system operation and upgrade activities with those partners that are in charge of operating other systems that depend on it.
 
== Support ==
Support through the EGI helpdesk about
 
Support about ... is out of scope and is part of activity ''2nd level support (core platform)''.
 
'''Support hours''': eight hours a day (9-17 CE(S)T), Monday to Friday – excluding public holidays of the hosting organization.
 
== Operation ==
* Daily running of the system
* Testing and high availability configuration
 
== Maintenance ==
This activity includes:
* core refactoring, bug fixing, proactive maintenance, improvement of the system
* coordination of software maintenance activities with other technology providers that provide software for the EGI Core Infrastructure or remote systems deployed by integrated and peer infrastructures that interoperate with the central EGI components of the system.
* requirements gathering


= Service level targets =
= Service level targets =
*Minimum availability/reliability: ..%/..%
* Maximum time to assign a ticket to a support unit within support hours: 1h
*Response to incident records in GGUS within support hours: [[FAQ_GGUS-PT-QoS-Levels#Medium_service| Medium]] (see https://wiki.egi.eu/wiki/FAQ_GGUS-PT-QoS-Levels#Medium_service)
* Maximum response time to tickets that are internally handled by 1st level support: 1 h (see https://wiki.egi.eu/wiki/FAQ_Report_Generator_%28GGUS%29#Timestamps_and_metrics)

Latest revision as of 14:45, 6 June 2016

Main EGI.eu operations services Support Documentation Tools Activities Performance Technology Catch-all Services Resource Allocation Security


EGI Core services menu: Services PHASE I Services PHASE II Services PHASE III Bids Payments Travel procedure Performance



Go back to the EGI Core Activities Bidding page.


Go back to the Core EGI 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 for 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 for the coordination with teams responsible for 2nd level and 3rd level support.

Service level targets