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

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'''Go back to the [[Core_EGI_Activities|activity list]].'''
* Service name: Second level support to core platform services
* Service name: Second level support to core platform services
* Service category: Operations
* Service category: Operations

Revision as of 22:38, 3 July 2013


Go back to the activity list.

  • Service name: Second level support to core platform services
  • Service category: Operations
  • Service type: Coordination, operation

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

This service includes the following components.

Central accounting repositories

Support required for the APEL client users, APEL Regional Server users, Cloud Accounting, Storage Accounting and Application Accounting. APEL Regional Server users, Cloud Accounting, Storage Accounting and Application Accounting are all new services that are expected to be prototyped and delivered during EGI-InSPIRE PY4.

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.

Central accounting repositories

Support required for the APEL client users, APEL Regional Server users, Cloud Accounting, Storage Accounting and Application Accounting. APEL Regional Server users, Cloud Accounting, Storage Accounting and Application Accounting are all new services that are expected to be prototyped and delivered during EGI-InSPIRE PY4.

SAM

Deployment of SAM, 2nd level support ....

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

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