GGUS:Operations FAQ
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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.
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