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GGUS:SLM FAQ
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?
- if TPM receives a ticket from a site: tickets requesting recomputation of monitoring results from sites have to be assigned to the corresponding Operations Centre SU so that the NGI/EIRO can validate the request first.
- if TPM receives a ticket from an NGI: a problem with monitoring results can be directly identified by the respective NGI. This is the case for example, when the NGI is aware of a SAM problem that will affect all the respective sites. Tickets originated by an NGI have to be assigned to the SLM SU.
- if in doubt about the origin of the ticket, please first ask the ticket submitter if the NGI is aware and supports the recomputation request.
Are tickets typically solved in Service Level Management Support or reassigned elsewhere?
- tickets are gathered monthly and a parent ticket is submitted to the SAM SU to trigger the recomputation
Who is responsible for Service Level Management Support?
- the team responsible of distributing monthly league tables (AUTH)
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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