Difference between revisions of "GGUS:Operations FAQ"
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{{GGUS-FAQ | {{GGUS-FAQ | ||
|Unit= Operations | |Unit= Operations | ||
|Updated= 2011- | |Updated= 2011-11-11 | ||
|purpose= | |purpose= | ||
* to provide a contact with the EGI.eu team that coordinates EGI operations for any technical and operational matter | * to provide a contact with the EGI.eu team that coordinates EGI operations for any technical and operational matter | ||
Line 7: | Line 7: | ||
* to notify any operational issues that is general and does not concern a specific Resource Infrastructure | * to notify any operational issues that is general and does not concern a specific Resource Infrastructure | ||
|components= | |components= | ||
This Support Units does not provide support about any specific technology component that is deployed in the infrastructure. Relevant issues for which this Support Unit can be contacted are: | '''Please note''': This Support Units does '''not''' provide support about any specific technology component that is deployed in the infrastructure. Relevant issues for which this Support Unit can be contacted are: | ||
* problems with existing processes, lack of procedures, need to update existing processes | * problems with existing processes, lack of procedures, need to update existing processes | ||
* problems with information and documentation provided by the EGI wiki | * problems with information and documentation provided by the EGI wiki |
Revision as of 10:24, 11 November 2011
GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk
FAQ FOR Operations SUPPORT UNIT
- Responsible Unit
- Operations
- Helpdesk
- GGUS (Operations Helpdesk by TPM)
What is the purpose of the Operations Support?
- to provide a contact with the EGI.eu team that coordinates EGI operations for any technical and operational matter
- to handle requests from Resource Centres and Resource Infrastructure Providers that are willing to be integrated into the EGI production infrastructure
- to notify any operational issues that is general and does not concern a specific Resource Infrastructure
For which components does Operations provide support?
Please note: This Support Units does not provide support about any specific technology component that is deployed in the infrastructure. Relevant issues for which this Support Unit can be contacted are:
- problems with existing processes, lack of procedures, need to update existing processes
- problems with information and documentation provided by the EGI wiki
- problems in getting support from the respective Operations Centre
- interest in being integrated into the EGI infrastructure
- problems with the application of EGI suspension policies
- problems with the EGI Resource Centre Operational Level Agreement
Which quality of service (QoS) will you provide?
unknown
Who will assign tickets to Operations Support?
- TPM
- any other SU that idenfies a problem to be relevant to this SU
Are tickets typically solved in Operations Support or reassigned elsewhere?
- tickets can be internally solved or assigned to other specific SUs depending on the problem
Who is responsible for Operations Support?
- the EGI Chief Operations Officer
What documentation is available on Operations Support?
What documentation is available on UNIT?
- EGI web site: http://www.egi.eu/infrastructure/
- EGI Operations wiki: Operations
What is the usual "Type of Issue" for the tickets of Operations?
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 Operations team.
Search
- Please use this link to search inside the GGUS FAQ