5. BASIC RULES SUMMARY

New tickets must be taken, classified, prioritized and assigned to his/her final responsible as soon as possible (1 working day)

Owned tickets have to be replied asap. (1 wd)

Open tickets must be regularly attended. (5 wd)

SPAM tickets or tests should be "deleted".

All tickets assigned to core services need to be tracked by 1st level support team

All tickets assigned to other infrastructure 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 the status and give advice if required.