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.
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Difference between revisions of "EGI Core activities:2013-bidding 2nd level support (core platform)"
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== Information discovery == | == Information discovery == | ||
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= Introduction = | = Introduction = | ||
Revision as of 23:27, 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
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. Support about use of the central operations tools and their integration with other services of the Core Infrastructure Platform is part of other tasks.
APEL accounting
- APEL parser and publisher
- Installation, configuration, operation and integration of the APEL Regional Server
Accounting Portal
- Installation, configuration, operation and integration of the regional Accounting Portal
SAM
- SAM functionality , SAM installation, upgrade and configuration issues, functionality of the MyEGI and of other SAM components.
Authentication and Authorization
- Services for user authentication and authorization (includes VOMS and ARGUS)
Information discovery
- BDII (site and top-level)
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
- 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)