Difference between revisions of "Role Support Team"
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Revision as of 15:52, 7 December 2011
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. 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 | CERN | Andrea Manzi |
| CNR | Pasquale Pagano, Leonardo Candela | |
| D4ScienceAn e-Infrastructure operated by the D4Science.org initiative. Ecosystem Site Managers | CNR | Lucio Lelii, Tommaso Piccioli |
| FAO | Anton Ellenbroek | |
| FIN | Wilhelm Weinrebe | |
| NKUA | Konstantinos Kakaletris | |
| VREVirtual Research Environment. Managers and Other Infrastructure Managers | GENESI-DEC | Pedro Goncalves |
| DRIVER | Rena Tsantouli | |
| INSPIRE | Andrea Manzi | |
| AquaMaps | Cristina Garilao | |
| FCPPS | Anton Ellenbroek | |
| ICIS | Anton Ellenbroek | |
| VTI | Anton Ellenbroek | |
| Developers | CNR | Massimiliano Assante, Federico De Faveri |
| NKUA | Panagiota Koltsida, Vasilis Verroios | |
| ENG | Ciro Formisano |
All members of the Support Team must subscribe to the 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 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.;
The current time for the Support Team conference call is Monday at 16:30.
Operational procedures for Support Team members:
