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GGUS:EGI Operations Support FAQ

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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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