The wiki is deprecated and due to be decommissioned by the end of September 2022.
The content is being migrated to other supports, new updates will be ignored and lost.
If needed you can get in touch with EGI SDIS team using operations @ egi.eu.
Difference between revisions of "EGI Core activities:2013-bidding 1st level support"
| Line 1: | Line 1: | ||
{{TOC_right}} | {{TOC_right}} | ||
'''Go back to the [[Core_EGI_Activities|activity list]].''' | '''Go back to the [[Core_EGI_Activities|activity list]].''' | ||
* Service name: | * Service name: First level support | ||
* Service category: Operations | * Service category: Operations | ||
* Service type: Coordination, operation | * Service type: Coordination, operation | ||
First level support is part of the EGI support service delivered through GGUS. | |||
= Introduction = | = Introduction = | ||
= Technical description = | = 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. | |||
This activity | |||
= Service level targets = | = Service level targets = | ||
*Minimum availability/reliability: ..%/..% | *Minimum availability/reliability: ..%/..% | ||
*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) | *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) | ||
Revision as of 20:38, 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
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)