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

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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