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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 team that is responsible for validating and distributing Availability/Reliability reports for EGI (OPS VO) and of the related Service Level Management processes. The SLM SU can be contacted to repoort problems with monitoring results and the related Availability/Reliability statistics distributed by EGI, or to request recomputations of such statistics. This SU can also be contacted to request extensions to the correct Availability/Reliability reporting framework. Note: VO-specific Availability/Reliability reports are out of scope.
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.
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: EGI Operations Performance
- PROC10
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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