EMI support EMI support

 Get Support and send requirements via GGUS

EMI is using an instance of the Global Grid User Support (GGUS) tool as its user support system. It has been developed in the EGEE projects and is applied by the EGI   infrastructure. Using the same tool at both sides, infrastructure and middleware, simplifies the interface between them. GGUS provides EMI with sophisticated search functionality, report generation, interfaces to bug tracking systems used by different middleware components, and automatic ticket reminder including escalation indication.

EMI support is organized in GGUS Support Units (SUs), one for each product or group of components plus a generic EMI SU. Supporters involved in a SU are notified when a ticket gets assigned to their SU, so they can process it immediately. Priorities indicate the urgency for a solution to an incident and service level agreements with the EMI customers specify the time frame in which tickets have to be dealt with.

The EMI GGUS system has interfaces to the middlewares' bug tracking systems. All middleware bugs and feature requests will be forwarded to the respective bug tracking system and the solutions are fed back to the GGUS system.

https://gus.fzk.de/ws/ticket_search.php offers the interface to the ticket search engine.
 

Access Policy Access Policy

As EMI is offering 3rd level support tickets can only be assigned to EMI support units by 2nd level supporters from the infrastructures and EMI personnel. They have to be registered with the EMI GGUS system.

Searching tickets is open to everyone.
 

Ticket Priorities Ticket Priorities

GGUS offers four priorities: top priority, very urgent, urgent and less urgent. Within EMI they are defined as follows:

Top Priority Critical (severity 1): direct security impact, critical impact on operation, significantly restricted use
Very Urgent Major (severity 2): significantly degraded performance, restricted use, severely impacted operation
Urgent Medium (severity 3): moderate impact on the use, restricted use of one or more features of the product, some functional restrictions
Less Urgent

Minor (severity 4): minor problem and is not significant to operation, may be easily circumvented

 

The priority is set by the infrastructure's support team and is to be negotiated together with the estimated time to solution (ETS) at the time the ticket is passed on to the EMI support team. The priority can be adapted accordingly by the EMI support team.

Ticket Monitoring / Escalation Ticket Monitoring / Escalation

  • Ticket reminder on open tickets will be sent twice per week to SU supporters.
  • The draft EMI SLA template defines reaction on tickets during work days (9 am to 5 pm, CET/CEST):
    • < 2 hours for top priority
    • < 5 days for very urgent
    • < 15 days for urgent
    • N/A for less urgent
  • PEB will be informed about deviations.