Difference between revisions of "EGI Core activities:2013-bidding 2nd level support (community platform)"
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* Service category: Operations | * Service category: Operations | ||
* Service type: Coordination, operation and maintenance | * Service type: Coordination, operation and maintenance | ||
Second level support of the community platforms deployed in EGI is part of the EGI support service delivered through GGUS. | |||
= Introduction = | = Introduction = |
Revision as of 22:39, 3 July 2013
- Service name:
- Service category: Operations
- Service type: Coordination, operation and maintenance
Second level support of the community platforms deployed in EGI 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
Service level targets
BACKUP
Go back to the activity list.
- Service name:
- Service category: Operations
- Service type: Coordination, operation and maintenance
The ... is part of the EGI Core Infrastructure Platform ... which supports the daily operations of EGI.
Introduction
Technical description
This service includes the following components.
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
- 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)