GGUS:ETICS FAQ

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FAQ FOR ETICS SUPPORT UNIT

Responsible Unit: ETICS
Helpdesk: GGUS (Operations Helpdesk by TPM)

What is the purpose of the ETICS Support?

The purpose of the ETICS SU is handling tickets assigned to it through the GGUS system. These tickets normally originate from users of ETICS services. The SU will deal with all the problems related to ETICS services.

For which components does ETICS provide support?

ETICS portal
ETICS client
ETICS infrastructure

Which quality of service (QoS) will you provide?

unknown

Who will assign tickets to ETICS Support?

A ticket is usually assigned to the ETICS SU by TPM. A ticket can be assigned to the ETICS SU in one of the following ways:

by the TPM team when a ticket submitted by a user seems to be related to a ETICS problem;
by another SU when the ticket was assigned to this SU and it turned out to be ETICS related.

Are tickets typically solved in ETICS Support or reassigned elsewhere?

The ETICS supporters try to solve the ticket. Only in the case the problem is not related to ETICS they assign it to another SU or TPM. TPM is the appropriate choice when the supporter does not know to which support unit to assign the ticket.

Who is responsible for ETICS Support?

The persons responsible for the ETICS SU are Alberto Aimar, Lorenzo Dini and Andres Abad Rodriguez

What documentation is available on ETICS Support?

What is the usual "Type of Issue" for the tickets of ETICS?

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 ETICS team.

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