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Difference between revisions of "GGUS:EGI Operations Support FAQ"
| Line 10: | Line 10: | ||
* Recommendations about tests criticality | * Recommendations about tests criticality | ||
* Reporting COD-related middleware problems to developers | * Reporting COD-related middleware problems to developers | ||
* Oversight the process for creating new NGIs ( | * Oversight the process for creating new NGIs ({{GGUS document}} [https://gus.fzk.de/pages/ggus-docs/interfaces/9995_FAQ_for_NGI_Integration.pdf 9995 FAQ_for_NGI_Integration]) | ||
* ROD SLA monitoring of NGIs | * ROD SLA monitoring of NGIs | ||
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. | 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. | ||
Revision as of 10:57, 23 March 2011
GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk
FAQ FOR COD SUPPORT UNIT
- Responsible Unit
- COD
- Helpdesk
- GGUS (Operations Helpdesk by TPM)
What is the purpose of the COD Support?
The purpose of the COD support unit in GGUS is to handle problems associated to the Central Operator on Duty activity which include:
- Central ticket and alarm oversight
- Maintaining and interpretation of support model metrics
- Organising the ROD forum activities, i.e. f2f meetings, phone conferences, coordinating ROD teams, etc. in order to maintain coherency
- Representing COD/ROD/1st line requirements in operational tools (OTAG).
- Recommendations about tests criticality
- Reporting COD-related middleware problems to developers
- Oversight the process for creating new NGIs (GGUS document
9995 FAQ_for_NGI_Integration)
- ROD SLA monitoring of NGIs
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.
For which components does COD provide support?
unknown
Which quality of service (QoS) will you provide?
unknown
Who will assign tickets to COD Support?
unknown
Are tickets typically solved in COD Support or reassigned elsewhere?
unknown
Who is responsible for COD Support?
unknown
What documentation is available on COD Support?
Operational Procedures here: https://twiki.cern.ch/twiki/bin/view/EGEE/OperationalDocumentation
What is the usual "Type of Issue" for the tickets of COD?
Other
Comments
No comments.
What if I have questions which are not dealt with by this FAQ?
Open a GGUS ticket indicating that it should be directed at the COD team.
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