Alert.png The wiki is deprecated and due to be decommissioned by the end of September 2022.
The content is being migrated to other supports, new updates will be ignored and lost.
If needed you can get in touch with EGI SDIS team using operations @

EGI Core activities:2015-bidding Helpdesk support

From EGIWiki
Jump to navigation Jump to search
Main 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

Go back to the EGI Core Activities Bidding page.

  • Service name: Helpdesk support


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 helpdesk support activities are grouped in 1st and 2nd level support.

Technical description

First level support is responsible for ticket triage and assignment. Ticket triage requires a rota structure to make sure that a service is provided during regular business days. The assigner is responsible for initial analysis of the incoming ticket, requesting additional information from the submitter, and then either delivering a solution or assigning the ticket to a particular expert to resolve, or to NGIs in case of operational incidents.

Tickets should be re-assigned mostly when there is a clear action for a specific support unit, when the analysis of the issue identified a software bug, or when after the initial support to the user no solution can be found. If reassigned, the helpdesk support must ensure that the issue is clear and that the user provided all the information needed.

The support should be provided for the user facing services, such as HTC services, storage, cloud and authentication issues.


This activity is also responsible for the liaison with support teams in charge of 2nd level and 3rd level support aiming at timely and effective incident resolution.

Service targets

Maximum time to assign a ticket to a support unit within support hours: 1h

Maximum response time to tickets that are internally handled by 1st level support: 1 h (see


Bids planning a total effort between 20 and 24 Person Months/year would allow these services and activities to be addressed appropriately.