EGI Core activities:2013-bidding 2nd level support (community platform)

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• 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.

Service level targets

BACKUP

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• 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.

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)