EGI Core activities:2013-bidding Incident management helpdesk

From EGIWiki
Jump to: navigation, search
Main EGI.eu operations services Support Documentation Tools Activities Performance Technology Catch-all Services Resource Allocation Security


EGI Core services menu: Services PHASE I Services PHASE II Services PHASE III Bids Payments Travel procedure Performance


Contents


Go back to the EGI Core Activities Bidding page.


Go back to the Core EGI activity list.

GGUS is part of the EGI Collaboration Platform and is needed to support users and infrastructure operators.

Introduction

EGI provides support to users and operators through a distributed helpdesk with central coordination (GGUS). The central helpdesk provides a single interface for support. The central system is interfaced to a variety of other ticketing systems at the NGI level in order to allow a bi-directional exchange of tickets.

Technical description

The GGUS system is divided into three environments: development, test and production environment. Every environment includes three layers:


This service includes the following components:

Coordination

This activity is responsible for the coordination of the system operation and upgrade activities with those partners that are in charge of operating other systems that depend on it. Coordination with user communities, technology providers and operators is provided by the GGUS Advisory Board.

Support

Support is provided through the EGI helpdesk itself

Support hours: eight hours a day (for example 9-17 CE(S)T), Monday to Friday – excluding public holidays of the hosting organization.

Operation

Ticket oversight and follow-up

This activity includes the administrative and reporting functions of the helpdesk infrastructure, e.g. collecting ticket statistics, and internal and external reporting of statistics for SLAs monitoring and other reporting duties. Ticket follow-up includes notifying supporters when the reaction to high-priority tickets is not fast enough, requesting information from ticket submitters when they do not react, and ensuring assigners/resolvers will react sufficiently fast when the submitter provides additional information.

Maintenance

This activity includes:

Service level targets

Personal tools
Variants
Actions
Navigation
Toolbox
Print/export