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GGUS:EGI Operations Support FAQ

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GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk


FAQ FOR EGI Operations Support SUPPORT UNIT

Responsible Unit
EGI Operations Support
Helpdesk
GGUS (Operations Helpdesk by TPM)

What is the purpose of the EGI Operations Support Support?

The purpose of the EGI Operations Support in GGUS is to handle problems associated

  • Coordination of activities with the EGI.eu operations team, the Operations Management Board and the User Community Board.
  • Central Technical Support to site administrators, NGI operators, EGI.eu operations staff and new user communities. This includes
    • technical support to the EGI.eu operations activities
    • technical support to ROD teams through target training activities
    • coordination of technical working groups
    • technical support to new resource centres in their certification phase when requested by the Operations Centre because of lack of sufficient local expertise
    • 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

For which components does EGI Operations Support provide support?

EGI Operations Support supports for operations problems in EGI project.

Which quality of service (QoS) will you provide?

Medium

Who will assign tickets to EGI Operations Support Support?

All GGUS tickets assigned to EGI Operations Support SU either by TPM or directly by the users ale handled through GGUS system.

Are tickets typically solved in EGI Operations Support Support or reassigned elsewhere?

EGI Operations Support supporters both resolve the matter and solve the ticket or they assign the ticket to another support unit.

Who is responsible for EGI Operations Support Support?

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.

What documentation is available on EGI Operations Support Support?

Documentation for EGI Operations Support is available at Operations_and_Operations_Support wiki page.

What is the usual "Type of Issue" for the tickets of EGI Operations Support?

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 EGI Operations Support team.

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