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GGUS:SLM FAQ
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GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk
FAQ FOR Service Level Management SUPPORT UNIT
- Responsible Unit
- Service Level Management
- Helpdesk
- GGUS (Operations Helpdesk by TPM)
What is the purpose of the Service Level Management Support?
- to provide a contact with the EGI.eu TSA1.8 unit that is responsible for providing a stable reliable infrastructure.
- to collect Availability/Reliability reports and handle them according to EGI procedures
- to handle requests from RPs/RCs with regard to the Availability/Reliability reports such as corrections
For which components does Service Level Management provide support?
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:
- delivery of the Availability/Reliability reports
- questions/clarifications about the reports
Which quality of service (QoS) will you provide?
unknown
Who will assign tickets to Service Level Management Support?
- TPM
- any other SU that idenfies a problem to be relevant to this SU
Are tickets typically solved in Service Level Management Support or reassigned elsewhere?
- tickets can be internally solved or assigned to other specific SUs depending on the problem
Who is responsible for Service Level Management Support?
- the EGI Chief Operations Officer
What documentation is available on Service Level Management 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 Service Level Management?
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 Service Level Management team.
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