BASIC RULES SUMMARY- New tickets must be taken, classified, prioritized and assigned to his/her final responsible
as soon as possible ()- Owned tickets have to be replied asap. (1
wd- working day)
- Open tickets must be regularly attended. (5 wd)
- SPAM tickets or tests should be "deleted".
- All tickets assigned to
core - Hub services need to be tracked by 1st level support team
- All tickets assigned to
other infrastructure - EOSC integrated services should be reviewed weekly
, but the final responsible is the infrastructure in charge of the service and EOSC-hub helpdesk team will only check - . Check the status and give advice if required.
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