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The main tool to manage all the requests from the users is a xGUS (simple interface for GGUS ticketing system).
The access to the system is managed through B2ACCESS or EGI Check-in. Any user registered in any of them. can access and submit a request to xGUS system-
Tickets, best practices for time to respond and time to resolution
We can distinguish between two types of tickets. The ones that are related to EOSC-hub core services (marketplace and xGUS currently) and the ones related to other services.
For both levels, the following rules should be followed :
- classification, prioritization, and assignment to a specific queue, owner and service → less than 8 working hours (1 working day)
- First reply → less than 8 working hours (1 working day)
For the tickets related to Non-core services, their specifics SLAs will be applicable, and the following times will be only suggested to them to keep a homogeneous service, but they will be out of the control of the user support team of EOSC-hub project.
- Time to solve the ticket → try to keep it as low as possible. A ticket should not be more than 5 days without being updated