EGI Core activities:2013-bidding 2nd level support (community platform)
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- Service name:
- Service category: Operations
- Service type: Coordination, operation and maintenance
Second level support of the community platforms deployed in EGI is part of the EGI support service delivered through GGUS.
EGI provides support to users and operators through a distributed helpdesk with central coordination (GGUS). The central helpdesk provides a single interface for support.
Software-related tickets that reach the second level of support are analysed and if necessary are forwarded to 3rd line support units only when there are clear indications of a defect (in software, documentation, etc.). The involved partners provide a pool of experts available for deep analysis and solving the reported issues. This function includes the production of HOWTOs and document known issues of deployed software, and collaboration with operations in case of critical incidents.
This service includes 2nd level technical support in the following areas. The list of products below just provides and indication; the list of products will be defined in collaboration with user, operations and federated cloud communities, and it is subject to periodic revisions to reflect changes in the technologies and service deployment models to be supported.
ARGUS, VOMS, BDII and APEL 2nd level support is part of a separate task.
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Service level targets
- Response to incident records in GGUS within support hours: Advanced (see https://wiki.egi.eu/wiki/FAQ_GGUS-PT-QoS-Levels#Advanced_service)