1. EGEE is a project funded by the European Union under contract IST-2003-508833 Support Operation Challenge – 1 SOC-1 Alistair Mills Torsten Antoni ARM-4, Bologna 24 May 2005 www.eu-egee.org

2. ARM-4 – Bologna, May 24, 2005 - 2 Outline Background information on support system Current priorities for ESC Reasons for SOC-1 Parts of SOC-1 Test schedules for SOC-1 Time line for SOC-1 Documents associated with SOC-1 Discussion

3. ARM-4 – Bologna, May 24, 2005 - 3 EGEE User Support: what does it mean? Grid Support Concepts and Organization first defined for LCG in the document: “LCG Grid Support” v2.1 released on 29 April 2003, H. Bär, R. Pietschmann, W. Thöne. The same approach has been adopted by EGEE with GGUS (Global Grid User Support). User support covers: helpdesk, User Information and training, problem documentation and tracking, support staff information, measuring and reporting and service level agreements. Portal for problem submission and tracking, knowledge base access and FAQs, status information and contacts, documentation/information/howto-s, training for support staff, user training information. Procedures are being documented.

4. ARM-4 – Bologna, May 24, 2005 - 4 What does a user expect ? Correct answers and general help with middleware usage (how-to, new features, errors,…). User support should provide correct documentation, examples, “templates”, powerful search engines, links to EGEE infrastructure contacts, e-mailing lists, …. A unique way to submit problems/requests for help and receive response. A unique entry point for information, for problem escalation, broadcasting news,.... User/site notification about site related problems, grid status, …. User support differs from VO and operations’ support with a lot of overlap – tools are the same.

5. ARM-4 – Bologna, May 24, 2005 - 5 EGEE User Support: infrastructure General approach: 3 main support centers to guarantee coverage 24/7 and 365 day support and provide a single point of contact to customers and to local Grid operations. To ensure 24x7 support, it was decided to have 3 GGUS teams in different time zones. Germany Taiwan GGUS started off at Forschungszentrum Karlsruhe in Germany in 2003 and has had a partner group at Academia Sinica in Taiwan since April 2004. Forschungszentrum KarlsruheAcademia Sinica North America A third partner in North America will complete the 24 hours cycle. Support time: - ASCC: Mon. to Fri. 0:00 to 08:00 UTC (local time: 8 am to 4 pm) - FZK: Mon. to Fri. 8:00 to 16:00 UTC (local time: 9 am to 5 pm)

6. ARM-4 – Bologna, May 24, 2005 - 6 EGEE User Support: infrastructure The support model in EGEE can be captioned "regional support with central coordination". Users can make a support request via their Regional Operations' Center (ROC) or via GGUS. Within GGUS there is an internal support structure for all support requests.ROC The User Central GGUS Application Deployment Support (DS) Resource Centers (RC) Experiment Specific User Support (ESUS) Regional Operations Center (ROC) Can use the System directly via Webview Use the Webview Local User Support Application Interface Report Problem Resource Centers (RC) Resource Centers (RC)

7. ARM-4 – Bologna, May 24, 2005 - 7 EGEE User Support: infrastructure The ROCs and VOs and the other project wide groups such as the Core Infrastructure Center (CIC), middleware groups (JRA), network groups (NA), service groups (SA) will be connected via a central integration platform provided by GGUS, but not all in 2005.CICJRANA This central helpdesk keeps track of all service requests and assigns them to the appropriate support groups. In this way, formal communication between all support groups is possible. To enable this, each group has to build only one interface between its internal support structure and the central GGUS application.

8. ARM-4 – Bologna, May 24, 2005 - 8 Where are we at ? Choice of access points (for users, VOs, operations): ROC or GGUS GGUS responsible for coordinating the effort ROCs involved in the support effort Executive Support Committee (ESC) responsible for: Integrate all of the ROC helpdesks into the GGUS support system Integrate the CIC operations into the GGUS support system Integrate the VO operations into the GGUS support system Documenting the workflow through the GGUS system for each unit Enhancement of the GGUS portal Establish the mechanism and collect feedback from users, developers, ROCs, etc. Local support committee (at ROC) responsible for: Identify local experts, creation of experts communities Report on specific issues with local VO/ Operations support Provide documentation, tools, how-to guides, examples Agree on common interfaces, tools, information presentation.

9. ARM-4 – Bologna, May 24, 2005 - 9 Interfacing with GGUS Users can use the local helpdesk systems in conjunction with the central integration platform at GGUS The User Central GGUS Application Deployment Support (DS) Resource Centers (RC) Experiment Specific User Support (ESUS) Regional Operations Center (ROC) Can use the System directly via Webview Use the Webview Local User Support Application Interface Report Problem Resource Centers (RC) Resource Centers (RC)

10. ARM-4 – Bologna, May 24, 2005 - 10 Priorities for ESC Support Operation Challenge in June-July Document the responsible units Document the SOC-1 tests Train the support units to respond in a timely manner Train GGUS to direct tickets accurately Integration of ROCs Integration of VOs Get a system which is reliable, working by July 2005

11. ARM-4 – Bologna, May 24, 2005 - 11 Reasons for SOC-1 The end point of the work of ESC-1 Build confidence in GGUS Document the responsible units (RUs) Train people in GGUS in directing tickets Train people in the RUs to deal with tickets Document the current status of GGUS operations Plan for 2H 2005

12. ARM-4 – Bologna, May 24, 2005 - 12 Responsible Units GGUS directs tickets to responsible units: Responsible units are defined for: Each ROC (11 of them including CERN) The CIC Each VO (14 of them) GGUS itself Support units (15 of them, eg gd, installation, gridice, pps, enoc etc) GGUS collects responses and directs them to the user We need to improve the definition of the responsible units and help them to deal with tickets in time – this is what SOC-1 is for!

13. ARM-4 – Bologna, May 24, 2005 - 13 Parts of SOC-1 1 Verify the linkages with tickets which are content free 2 Train GGUS to direct tickets accurately 3 Train responsible units to deal with tickets 4 Verify the service with tickets containing content

14. ARM-4 – Bologna, May 24, 2005 - 14 Test Schedules SchedWhatResponsible Person# of tickets 1ROC to ROCAlistair Mills121 1 Person/ROC 2ROC to CICHelene Cordier11 3CIC to ROC Helene Cordier11 4GGUS to VOTorsten Antoni14 5VO to CICHelene Cordier14 6OMC to SUAlistair Mills17 There may be additional schedules for SOC-2 The schedules may become routine repeatable tests

15. ARM-4 – Bologna, May 24, 2005 - 15 Timeline for SOC-1 EGEEW/bWork 6023/05Meeting in Bologna 6130/05Document SOC-1; agree the FAQ with each ROC 6206/06Schedule -1 with no content 6313/05Schedule -1 with no content 6420/06Document other FAQs for other RUs 6527/06Train GGUS to direct tickets; Schedules -2, -3, -4, -5, -6 6604/07Train SUs to deal with tickets 6711/07Repeat schedules -1 to - 6 with content 6818/07Conclude SOC-1 and ESC-1 and write report 6925/07Vacation

16. ARM-4 – Bologna, May 24, 2005 - 16 Documents There is a need for a large number of documents: ItemNumberPagesTotal -FAQ for each responsible units403120 -SOC planning document15 -Detailed plan for implementation of SOC-1100 -Report on SOC-110 -Total~250 -These documents are held in EGEE-DOCS at: -http://egee-docs.web.cern.ch/egee-docs/support/documentationhttp://egee-docs.web.cern.ch/egee-docs/support/documentation -There are initial drafts of all of the documents available now, but they are largely content free -The SOC planning document is almost complete -The detailed plan for SOC-1 has yet to be drafted

17. ARM-4 – Bologna, May 24, 2005 - 17 FAQ – what are these? The FAQ is a simple document which contains: -Essential information for both GGUS and the RU about their business -In time it may become a Service Level Agreement -It is presented in the form of a series of questions and answers (FAQ) -It will be agreed between GGUS and the RU and kept up to date and relevant -It is intended to reduce misunderstanding -It should be easy to use and to understand -We need a lot of these to make GGUS work -It will be written by Alistair and Torsten and then discussed with each RU -The one describing SoD has been written

18. ARM-4 – Bologna, May 24, 2005 - 18 Documents 1000-3900 1000 Document index 1100 Tutorial on GGUS-HelpDesk System 1200 1300 Short Guide for the support staff 1400 1500 Site Functional Tests 1600 Support Operation Challenge Phase 1 (SOC-1) 1700 FAQ for SoD 1800 FAQ for TEMPLATE 1900 Guidelines for documents 2000 FAQ for ROC 2100 FAQ for CERN 2200 FAQ for ROC-UK 2300 FAQ for ROC-IT 2400 FAQ for ROC-CE 2500 FAQ for ROC-SW 2600 FAQ for ROC-SE 2700 FAQ for ROC-NE 2800 FAQ for ROC-RU 2900 FAQ for ROC-DCH 3000 FAQ for ROC-FR 3100 FAQ for ROC-TW 3900 FAQ for CIC

19. ARM-4 – Bologna, May 24, 2005 - 19 Documents 4000-8900 4000 FAQ for VO 4100 FAQ for alice 4200 FAQ for atlas 4300 FAQ for babar 4400 FAQ for biomed 4500 FAQ for cdf 4600 FAQ for cms 4700 FAQ for compass 4800 FAQ for d0 4900 FAQ for lhcb 6100 FAQ for egeode 6200 FAQ for magics 6300 FAQ for esr 6400 FAQ for compchem 6500 FAQ for planck 7000 FAQ for SU 7100 FAQ for security 7200 FAQ for installation 7300 FAQ for vomanagement 7400 FAQ for preproduction 7500 FAQ for castor 7600 FAQ for enoc 7700 FAQ for gridice 7800 FAQ for infosystem 7900 FAQ for wms 8000 FAQ for dm 8100 FAQ for dcache 8200 FAQ for rgma 8300 FAQ for glue 8400 FAQ for ggus 8500 FAQ for omc 8600 FAQ for sod 8700 FAQ for deployment

20. ARM-4 – Bologna, May 24, 2005 - 20 And ….

21. ARM-4 – Bologna, May 24, 2005 - 21 Feedback