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Difference between revisions of "EGI Core activities:2013-bidding 2nd level support (community platform)"

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= Service level targets =
= Service level targets =
 
*Response to incident records in GGUS within support hours: [[FAQ_GGUS-PT-QoS-Levels#Advanced_service| Advanced]] (see https://wiki.egi.eu/wiki/FAQ_GGUS-PT-QoS-Levels#Advanced_service)
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'''Go back to the [[Core_EGI_Activities|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: [[FAQ_GGUS-PT-QoS-Levels#Medium_service| Medium]] (see https://wiki.egi.eu/wiki/FAQ_GGUS-PT-QoS-Levels#Medium_service)

Revision as of 23:50, 3 July 2013


Go back to the activity list.

  • 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

Software-related tickets that reach the second level of support are analysed and if necessary are forwarded to 3rd line support units only when there are clear indications of a defect (in software, documentation, etc.). The involved partners provide a pool of experts available for deep analysis and solving the reported issues. This function includes the production of HOWTOs and document known issues of deployed software, and collaboration with operations in case of critical incidents.

This service includes 2nd level technical support in the following areas. Additional products may require in the future 2nd level support according to user demand, the needs of the Federated Cloud and the future NGI deployment plans.

ARGUS, VOMS, BDII and APEL 2nd level support is part of a separate task.

Security

  • GridSite
  • ProxyRenewal
  • CANL

Batch systems

Storage

  • StoRM
  • DPM
  • dCache

Data

  • LFC

Compute

  • L&B
  • CREAM
  • WMS

Complete Grid Middleware stacks

  • UNICORE
  • ARC
  • Globus
  • QosCosGrid
  • Desktop Grid middleware (IDGF)

Service level targets

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