Difference between revisions of "Role Support Team"

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The Support Team is responsible for the resolution of all production support tickets related to the D4Science Ecosystem. Its primary tasks are:  
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The Support Team is responsible for the resolution of all production support tickets related to the D4Science Ecosystem iMarine resources. Its primary tasks are:  
 
* assign the correct priority and category to all infrastructure support tickets
 
* assign the correct priority and category to all infrastructure support tickets
 
* ensure appropriate follow-up on all infrastructure tickets (accept tickets and provide resolution)  
 
* ensure appropriate follow-up on all infrastructure tickets (accept tickets and provide resolution)  
 
* escalate tickets to the TCom for further analysis (if needed)
 
* escalate tickets to the TCom for further analysis (if needed)
 
* document the ticket resolution to create a knowledge database of previous infrastructure problems.
 
* document the ticket resolution to create a knowledge database of previous infrastructure problems.
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The Support Team is composed by people from different activities of the project.  
 
The Support Team is composed by people from different activities of the project.  
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! width=180|Role !! Partner !! Member   
 
! width=180|Role !! Partner !! Member   
 
|-
 
|-
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| rowspan=2|Infrastructure Managers || CERN || [mailto:andrea-DOT-manzi-AT-cern-DOT-ch Andrea Manzi]
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| rowspan=2|Infrastructure Managers || NKUA || [mailto:kkakas-AT-di-DOT-uoa-DOT-gr Konstantinos Kakaletris]
 
|-
 
|-
−
| CNR || [mailto:pasquale-DOT-pagano-AT-isti-DOT-cnr-DOT-it Pasquale Pagano], [mailto:leonardo-DOT-candela-AT-isti-DOT-cnr-DOT-it Leonardo Candela]
+
| CNR || [mailto:pasquale-DOT-pagano-AT-isti-DOT-cnr-DOT-it Pasquale Pagano], [mailto:leonardo-DOT-candela-AT-isti-DOT-cnr-DOT-it Leonardo Candela],  [mailto:roberto-DOT-cirillo-AT-isti-DOT-cnr-DOT-it Roberto Cirillo]
 
|-
 
|-
−
| rowspan=4|D4Science Ecosystem Site Managers || CNR || [mailto:manuele-DOT-simi-AT-isti-DOT-cnr-DOT-it Manuele Simi], [mailto:tommaso-DOT-piccioli-AT-isti-DOT-cnr-DOT-it Tommaso Piccioli]
+
| rowspan=3|D4Science Ecosystem Site Managers || CNR || [mailto:tommaso-DOT-piccioli-AT-isti-DOT-cnr-DOT-it Tommaso Piccioli], [mailto:andrea-DOT-dellamico-AT-isti-DOT-cnr-DOT-it Andrea Dell'Amico]
 
|-
 
|-
 
| FAO || [mailto:Anton-DOT-Ellenbroek-AT-fao-DOT-org Anton Ellenbroek]
 
| FAO || [mailto:Anton-DOT-Ellenbroek-AT-fao-DOT-org Anton Ellenbroek]
−
|-
 
−
| FIN || [mailto:wweinrebe-AT-ifm-geomar-DOT-de Wilhelm Weinrebe]
 
 
|-
 
|-
 
| NKUA || [mailto:kkakas-AT-di-DOT-uoa-DOT-gr Konstantinos Kakaletris]
 
| NKUA || [mailto:kkakas-AT-di-DOT-uoa-DOT-gr Konstantinos Kakaletris]
 
|-
 
|-
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| rowspan=7| VRE Managers and Other Infrastructure Managers || GENESI-DEC || [mailto:pedro.goncalves@terradue.com Pedro Goncalves]
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| rowspan=5| VRE Managers and Other Infrastructure/Community Resources Managers || | AquaMaps || [mailto:cgarilao-AT-ifm-geomar-DOT-de Cristina Garilao]  
−
|-
+
−
| DRIVER || [mailto:std03124-AT-di.uoa.gr Rena Tsantouli]
+
−
|-
+
−
| INSPIRE || [mailto:andrea-DOT-manzi-AT-cern.ch Andrea Manzi]
+
−
|-
+
−
| AquaMaps || [mailto:cgarilao-AT-ifm-geomar-DOT-de Cristina Garilao]  
+
 
|-
 
|-
 
| FCPPS || [mailto:Anton-DOT-Ellenbroek-AT-fao-DOT-org Anton Ellenbroek]
 
| FCPPS || [mailto:Anton-DOT-Ellenbroek-AT-fao-DOT-org Anton Ellenbroek]
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| VTI || [mailto:Anton-DOT-Ellenbroek-AT-fao-DOT-org Anton Ellenbroek]
 
| VTI || [mailto:Anton-DOT-Ellenbroek-AT-fao-DOT-org Anton Ellenbroek]
 
|-
 
|-
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| rowspan=3| Developers || CNR || [mailto:massimiliano-DOT-assante-AT-isti-DOT-cnr-DOT-it Massimiliano Assante], [mailto:federico-DOT-defaveri-AT-isti-DOT-cnr-DOT-it Federico De Faveri]
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| VME-DB || [mailto:Anton-DOT-Ellenbroek-AT-fao-DOT-org Anton Ellenbroek]
 
|-
 
|-
−
| NKUA || [mailto:p-DOT-koltsida-AT-di-DOT-uoa-DOT-gr Panagiota Koltsida], [mailto:v-DOT-verroios-AT-di-DOT-uoa-DOT-gr Vasilis Verroios]
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| rowspan=5| Developers || CNR || [mailto:massimiliano-DOT-assante-AT-isti-DOT-cnr-DOT-it Massimiliano Assante], [mailto:lucio-DOT-lelii-AT-isti-DOT-cnr-DOT-it Lucio Lelii],
 +
|-
 +
| NKUA || [mailto:p-DOT-koltsida-AT-di-DOT-uoa-DOT-gr Panagiota Koltsida], [mailto:a-DOT-antoniadi-AT-di-DOT-uoa-DOT-gr Alex Antoniadi]
 
|-
 
|-
 
| ENG ||  [mailto:Ciro-DOT-Formisano-AT-eng-DOT-it Ciro Formisano]
 
| ENG ||  [mailto:Ciro-DOT-Formisano-AT-eng-DOT-it Ciro Formisano]
 
|}
 
|}
  
 +
The list of VRE Managers and Other Infrastructure/Community Resource managers is going to be extended as soon as the Resources belonging to  [[ Community Resources Providers | Community Resources Providers]] will be federated in the D4Science Ecosystem.
  
 +
All members of the Support Team must subscribe to the [mailto:support_team@d4science.org support team] mailing list. A core part of this team (Infrastructure Managers and the Developers involved in incident tickets) meet by conference call when requested by the Infrastructure Managers  to discuss the status of the open ecosystem incident tickets.
  
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All members of the Support Team must subscribe to the [mailto:support_team@d4science-ii.research-infrastructures.eu support team] mailing list. A core part of this team (Infrastructure Managers and Developers) meet by conference call on a weekly basis to discuss the status of the open ecosystem incident tickets. Every second week the conference call is enlarged with the participation of VRE Managers and Other Infrastructure Managers to discuss the status and plans of the ecosystem VREs. During this VRE-related conference call, VRE Managers should report on the state of their VRE including:
+
The conference call could be  enlarged with the participation of VRE Managers and Other Infrastructure Managers to discuss the status and plans of the ecosystem VREs. During this VRE-related conference call, VRE Managers should report on the state of their VRE including:
 
* main VRE exploitation activities (both complete and ongoing);
 
* main VRE exploitation activities (both complete and ongoing);
 
* main issues preventing VRE exploitation;
 
* main issues preventing VRE exploitation;
 
* main expected data sources and functionality;
 
* main expected data sources and functionality;
 
* new users joining the VRE;
 
* new users joining the VRE;
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−
The current time for the Support Team conference call is Monday at 16:30.
 
−
 
  
 
Operational procedures for Support Team members:
 
Operational procedures for Support Team members:
 
* [[Procedure Infrastructure Incident Management|Incident Management]]
 
* [[Procedure Infrastructure Incident Management|Incident Management]]

Latest revision as of 12:28, 22 January 2020

The Support Team is responsible for the resolution of all production support tickets related to the D4ScienceAn e-Infrastructure operated by the D4Science.org initiative. Ecosystem iMarine resources. Its primary tasks are:

  • assign the correct priority and category to all infrastructure support tickets
  • ensure appropriate follow-up on all infrastructure tickets (accept tickets and provide resolution)
  • escalate tickets to the TCom for further analysis (if needed)
  • document the ticket resolution to create a knowledge database of previous infrastructure problems.

The Support Team is composed by people from different activities of the project.

Role Partner Member
Infrastructure Managers NKUA Konstantinos Kakaletris
CNR Pasquale Pagano, Leonardo Candela, Roberto Cirillo
D4ScienceAn e-Infrastructure operated by the D4Science.org initiative. Ecosystem Site Managers CNR Tommaso Piccioli, Andrea Dell'Amico
FAO Anton Ellenbroek
NKUA Konstantinos Kakaletris
VREVirtual Research Environment. Managers and Other Infrastructure/Community Resources Managers AquaMaps Cristina Garilao
FCPPS Anton Ellenbroek
ICIS Anton Ellenbroek
VTI Anton Ellenbroek
VME-DB Anton Ellenbroek
Developers CNR Massimiliano Assante, Lucio Lelii,
NKUA Panagiota Koltsida, Alex Antoniadi
ENG Ciro Formisano

The list of VREVirtual Research Environment. Managers and Other Infrastructure/Community Resource managers is going to be extended as soon as the Resources belonging to Community Resources Providers will be federated in the D4ScienceAn e-Infrastructure operated by the D4Science.org initiative. Ecosystem.

All members of the Support Team must subscribe to the support team mailing list. A core part of this team (Infrastructure Managers and the Developers involved in incident tickets) meet by conference call when requested by the Infrastructure Managers to discuss the status of the open ecosystem incident tickets.

The conference call could be enlarged with the participation of VREVirtual Research Environment. Managers and Other Infrastructure Managers to discuss the status and plans of the ecosystem VREs. During this VREVirtual Research Environment.-related conference call, VREVirtual Research Environment. Managers should report on the state of their VREVirtual Research Environment. including:

  • main VREVirtual Research Environment. exploitation activities (both complete and ongoing);
  • main issues preventing VREVirtual Research Environment. exploitation;
  • main expected data sources and functionality;
  • new users joining the VREVirtual Research Environment.;

Operational procedures for Support Team members:

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