EGI Core activities:2013-bidding Operations support services

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• Service name: Operations support services
• Service category: Operations
• Service type: Coordination, operation

Operations support services are auxiliary services needed by the Core Infrastructure Platform and by various operational activities of EGI.

Introduction

Auxiliary services and activities are needed for the good running of Infrastructure Services. Examples of such services are VOMS service and VO membership management for infrastructural VOs (DTEAM, OPS), the provisioning of middleware services needed by the monitoring infrastructure (e.g. top-BDII and WMS), and catch-all services for emerging user communities and activities for service level management, service level reporting and service management in general.

Technical description

This service includes the following components.

DTEAM VO Membership management

VO Membership management service for the DTEAM VO needed to support infrastructure troubleshooting activities

OPS VO Membership management

VO Membership management service for the OPS VO needed to run tests by the Service Availability Monitoring service

Catch-all Certification Authority

For user authentication of users from emerging infrastructures that do not operate an on Certification Authority

Catch-all services for small or emerging user communities

Community platform services for small or emerging user communities including but not limited to VOMS, MyProxy, LFC, WMS and LB and top-level BDII. These services are also used for the certification of new resource centres that do not operate own ad-hoce services.

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)