The procedure describes the process for verifying the relevance and performance of Support Units (SUs) in the EGI helpdesk (GGUS). The procedure defines the criteria for decommissioning the SUs that are no longer relevant.
Table of contents
Overview
The document describes the process for verifying that the support teams are still able to follow-up the GGUS tickets assigned to their Support Unit. Moreover it is defined a criteria for decommissioning the SUs that don't work any more.
Definitions
Please refer to theEGI Glossaryfor the definitions of the terms used in this procedure.
The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described inRFC 2119.
EGI Foundation Operations team, who oversight the infrastructure
Activities
Review of SU performance (responsiveness):
Every 2 weeks GGUS team sends to EGI Operations a report about the unresponsive SUs
EGI Operations team contacts the relevant support teams in order to spot any issues in handling the tickets and to speed-up the resolution of them
Review of SU relevance and need:
GGUS team performs a periodic review of the SUs to check if they still work: the SUs that haven't received any ticket for the last 24 months are eligible to be dismissed
GGUS team opens a ticket to the SUs about the possible decommission: if no answer is provided within 28 days, and if the SU is no more relevant, the SU will be decommissioned at the next GGUS release with the consent of EGI Operations team
GGUS team opens as well a parent ticket to relate all these tickets, with EGI Operations in copy
EGI Operations can provide feedback about the affected SUs and give the final approval for their decommission
Review of SU communication channel (validity of contact email addresses)
GGUS team notifies EGI Operations as soon as there is a problem with the email addresses behind the SUs
EGI Operations contacts the relevant support teams in order to fix the problem