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.
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.
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
- Response to incident records in GGUS within support hours: Advanced (see https://wiki.egi.eu/wiki/FAQ_GGUS-PT-QoS-Levels#Advanced_service)