EMI User Support

• covers third level support, levels 1 and 2 are covered by the infrastructures using EMI software, e.g. EGI-InSPIRE, OSG, ...
  • support structure in GGUS: EMI_User_Support.pdf

• EMI support units in GGUS (in alphabetical order)
  • AMGA
  • APEL-EMI
  • ARC
  • ARGUS
  • caNL
  • CREAM-BLAH
  • dCache Support
  • DGAS
  • DPM Development
  • EMI
  • EMI Common
  • EMI Common Data Library
  • EMI QA
  • EMIR
  • EMI Release Management
  • EMI Testbeds
  • EMI UI
  • EMI WN
  • FTS Development
  • gLite Hydra
  • gLite Identity Security
  • gLite Java Security
  • gLite L&B
  • gLite LSF Utils
  • gLite Security
  • gLite SGE Utils
  • gLite Torque Utils
  • gLite WMS
  • gLite Yaim Core
  • Gridsite
  • Information System Development
  • lcg_util Development
  • LFC Development
  • MPI
  • Proxyrenewal
  • SAGA-SD
  • StoRM
  • UNICORE-Client
  • UNICORE-Server
  • VOMS
  • VOMS-Admin
  • WNodes

• tickets in EMI support units (except for EMI QA, EMI Release Management, and EMI Testbeds which are accessible from 1st level) are accessible through the Technology Helpdesk at https://ggus.eu/tech/dashboard.php, a link to it existis from the https://ggus.eu. Supporters have to be registered in the system.

• the different states of tickets are defined by GGUS at help for ggus ticket status

• guidelines for EMI supporters:
  • after a ticket has been assigned to an EMI Support Unit, the responsibe supporter has to check whether the ticket belongs to this SU and if so, change the state of the ticket from assigned to in progress
  • if the ticket turns out to be a middleware bug,
    • the ticket has to be created in the respective bug/feature tracker
    • the reference to the ggus ticket has to be included in the middleware tracking system's ticket
    • the reference to the middleware tracker system's ticket has to be included in the GGUS ticket's public diary and into the related issue field; in addition put the link to the GGUS ticket into the middleware's tracker system ticket (savannah has a special field for entering the GGUS ticket URL: "GGUS reference URL"; all other tracker: please add the GGUS ticket URL to the problem description).
    • set the status of the ggus ticket to on hold until the fix from the middleware is available
  • if the ticket is not related to the SU it had been assigned to, reassign it to the correct SU or back to DMSU
  • when the solution for the ticket is available,
    • add it to the public diary
    • set the ticket status to solved

• Please assign the ticket states according to this Ticket Sate Transistion Diagram
  

• ticket severities as defined in DNA1.2.1, pages 31,32
  • severity 1 (top priority in GGUS): critical system impact, system is down, cannot be used at all
  • severity 2 (very urgent in GGUS): major system impact, severe impact on operation, a product cannot be used
  • severity 3 (urgent in GGUS): moderate system impact, performance/operational impact, restricts the use of one or more features of a product
  • severity 4 (less urgent in GGUS): minor problem that is not significant to operation; request for enhancement

• escalation procedure
  • Ticket reminder (open tickets) will be sent twice per week to SU supporters
  • EMI SLA template requires reaction on tickets on work days (9 am to 5 pm in the CET time zone)
    • < 4 hours for severity 1 (top priority in GGUS)
    • < 2 days for severity 2 (very urgent in GGUS)
    • < 5 days for severity 3 (urgent in GGUS)
    • < 15 days for severity 4 (less urgent in GGUS)
  • PEB will be informed about deviations

• ETA (Estimated Time of Arrival of a fix) has to be set for top priority and for very urgent tickets!
  • top priority tickets: The ETA is not formally bounded, however, it should be within a few days; fix of a top-priority issue triggers an emergency release typically.
  • very urgent tickets: The problem is expected to be fixed in 45 days (as a safe upper limit), typically in the next scheduled bugfix release.

• "How to" description for EMI Supporters.

• AdditionalSupportGuidelines.pdf: Interface between 2nd and 3rd level support.

• Weekly ticket status report

• SA1.5 internal

EMI Software Support

• EMI Software is available at http://emisoft.web.cern.ch/emisoft/index.html

• the software of an EMI release is mainted for a period of 18 months after release plus 6 more month with security updates only