Action items from the below notes: 1) Monitoring of the Globus instance should trigger our pager if the service is unresponsive. We'll also add the Globus engineering pager # (once we get it) to our phone list. If it's an issue we can't figure out, we'll notify them. The only off-hours support is fixing a service outage. We will also notify [email protected]. 2) Once I get the text from Globus, it will be added as an autoresponse template to their queue. 3) Help Desk staff will go through the quick start guide on the Globus site (http://www.globus.org/online/quickstart.php) and become comfortable with it. Get to the point that you can walk a user through it. 4) When we see account requests that have obviously bad data (for instance, requests that have an obviously malformed SSH key), we'll work with the user to make sure they understand the service and what it's for. We'll get a set of questions from User Services to help assess how useful the service will be for the user. 5) Unless I can figure out how to get RT to let someone submit a ticket via the web interface without logging in, we'll need to create a web form for people to be able to submit tickets, and lets them set an urgency on the ticket. When a ticket comes in at high priority, we will move it immediately to the escalated queue for the engineers to deal with. As always, try to keep a feel for how much of our effort this is taking so we can charge them more if necessary. Comments and thoughts welcome. Begin forwarded message:
From: Paul Dave <[email protected]>
Per our meeting last week, I have attached a draft document which specifies our support offering for Globus Online.
Please provide any/all feedback.
Craig, Lisa, Raj and I had a chance to meet and discuss follow-up items. Below are some of the action items from the various meetings...
- Craig's team will add Globus Online (formerly Globus.org) to his team's set of 'critical services' that require off-hour pager support (Craig) - Craig's team will add an auto-response email to off-hour support inquiries indicating standard support hours and a link to a trouble-shooting guide on the web-site (Craig) - Engineering will define a pager-rotation mechanism to back-up Craig's team in cases of system outage during off-hours (Stu, Mike) - User services will develop a trouble-shooting guide (Raj, Lisa) - User services will work with engineering to define end-point testing functionality for enhanced problem diagnosis (Raj, Lukasz, Stu) - Craig's team will add escalation email for user-specified 'critical' issues to an 'off-hours escalation team' (Craig) - 'off-hour escalation team' will include - user services (Paul, Raj, Lisa, Lukasz), engineering team members, Steve?, others? - User services will generate a list of questions for Tier-1 to ask of new users to help with triage of issues (Lisa)
Cheers,
Paul