Alert.png 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.

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

From EGIWiki
Jump to navigation Jump to search
 
(8 intermediate revisions by 2 users not shown)
Line 1: Line 1:
{{TOC_right}}
{{Template:Op menubar}} {{Core_services_menubar}}{{TOC_right}}  
'''Go back to the [[Core_EGI_Activities|activity list]].'''
'''Go back to the [[EGI_Core_Activities_Bidding|EGI Core Activities Bidding page]].'''
 
 
'''Go back to the [[Core EGI Activities|Core EGI activity list]].'''  
 


* Service name: Second level support to core platform services
* Service name: Second level support to core platform services
Line 12: Line 16:
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.
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.
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 the task that is in charge of the operations of the maintenance of the central tools.


== APEL accounting ==
== APEL accounting ==
Line 21: Line 25:
* Installation, configuration, operation and integration of the regional Accounting Portal
* Installation, configuration, operation and integration of the regional Accounting Portal


== SAM ==
== Service Availability Monitoring ==
* SAM functionality , SAM installation, upgrade and configuration issues, functionality of the MyEGI and of other SAM components.
* SAM functionality , SAM installation, upgrade and configuration issues, functionality of the MyEGI and of other SAM components.


Line 29: Line 33:
== Information discovery ==
== Information discovery ==
* BDII (site and top-level)
* 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 =
= Service level targets =
*Minimum availability/reliability: ..%/..%
*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)
*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)

Latest revision as of 14:35, 6 June 2016

Main EGI.eu operations services Support Documentation Tools Activities Performance Technology Catch-all Services Resource Allocation Security


EGI Core services menu: Services PHASE I Services PHASE II Services PHASE III Bids Payments Travel procedure Performance



Go back to the EGI Core Activities Bidding page.


Go back to the Core EGI 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 the task that is in charge of the operations of the maintenance of the central tools.

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

Service Availability Monitoring

  • 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)

Service level targets