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Difference between revisions of "GGUS:EGI Operations Support FAQ"

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'''EGI Operations Support'''
[[Category:FAQ Former support units (GGUS)]]
<!--
{{GGUS-FAQ
{{GGUS-FAQ
|Unit= COD
|Unit= EGI Operations Support
|Interface= H
|Interface= H
|Updated= 2010-04-23
|purpose= The purpose of the EGI Operations Support in GGUS is to handle problems associated  
|purpose= The purpose of the COD support unit in GGUS is to handle problems associated to the Central Operator on Duty activity which include:
* Coordination of activities with the EGI.eu operations team, the Operations Management Board and the User Community Board.
* Central ticket and alarm oversight
* Central Technical Support to site administrators, NGI operators, EGI.eu operations staff and new user communities. This includes
* Maintaining and interpretation of support model metrics
**technical support to the EGI.eu operations activities
* Organising the ROD forum activities, i.e. f2f meetings, phone conferences, coordinating ROD teams, etc. in order to maintain coherency
**technical support to ROD teams through target training activities
* Representing COD/ROD/1st line requirements in operational tools ([[OTAG]]).
**coordination of technical working groups
* Recommendations about tests criticality
**technical support to new resource centres in their certification phase when requested by the Operations Centre because of lack of sufficient local expertise
* Reporting COD-related middleware problems to developers
**certification and technical support for new infrastructures being integrated by providing assistance and training about EGI operations services, policies and procedures, and developing documentation as needed
* Oversight the process for creating new NGIs ([https://gus.fzk.de/pages/ggus-docs/interfaces/docu_ggus_interfaces.php GGUS document] [https://gus.fzk.de/pages/ggus-docs/interfaces/9995_FAQ_for_NGI_Integration.pdf 9995 FAQ_for_NGI_Integration])
|service quality= Medium
* ROD SLA monitoring of NGIs
|documentation=Documentation for EGI Operations Support is available at [[Operations_and_Operations_Support]] wiki page.
Detected malfunctioning of operational tool interaction, spotted issues in the infrastructure not detected by monitoring system, feedback to the work of operations teams on duty can all be handled by the COD support unit which has then to make sure they are properly addressed.
|components=EGI Operations Support supports for operations problems in EGI project.
|documentation= Operational Procedures here: https://twiki.cern.ch/twiki/bin/view/EGEE/OperationalDocumentation
|assigned by=All GGUS tickets assigned to EGI Operations Support SU either by TPM or directly by the users ale handled through GGUS system.
|responsible=Responsible for EGI Operations Support SU are EGI Operations Support shifters which can be reached through central-operator-on-duty AT mailman.egi.eu mailing list.
|solved by=EGI Operations Support supporters both resolve the matter and solve the ticket or they assign the ticket to another support unit.  
}}
}}
<!-- put the following lines above the }}
|components=For which components do you provide support?
|assigned by=Who will assign tickets to UNIT?
|responsible=Who is responsible for UNIT?
|solved by=Are tickets typically solved in UNIT or reassigned elsewhere?
-->
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Latest revision as of 09:10, 31 October 2018

EGI Operations Support


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