EGI Core activities:2013-bidding Incident management helpdesk

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  • Service name: Incident Management Helpdesk (GGUS)
  • Service category: Operations
  • Service type: Coordination, operation and maintenance

GGUS is part of the EGI Collaboration Platform and is needed to support users and infrastructure operators.

Introduction

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
  • Provisioning of a high availability configuration
  • A test infrastructure to verify interoperability and the impact of software upgrades on depending systems

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