The service infrastructure enables secure, interoperable and reliable access to distributed resources. EGI services are provided locally by Operations Centres and globally by EGI.eu. Local and global services complement each other and guarantee a successful operation of the infrastructure.
Day-to-day operations are guaranteed locally by the Operations Centres, which are responsible for supporting the associated Resource Centres, monitoring their performance, collecting requirements and for representing them in EGI’s operations boards. Operations Centres contribute to the development of the EGI operations.
- List of the EGI Operations Centres (certification required)
The EGI Service Infrastructure comprises four types of services, delivered locally and globally:
Support services
Grid oversight
Local operations oversight is responsible for supporting and troubleshooting the problems affecting the associated Resource Centres, including for example reporting middleware issues and overlooking their evolution, or the execution of service quality checks. The oversight of the Resource Infrastructure Providers activities is performed by the Regional Operator on Duty (ROD).
EGI.eu oversees the overall status of grid services and resource centres, opening of tickets to request solutions and tackling any residual problems that were not successfully addressed locally. Grid oversight activities are performed by the EGI.eu Central Operator on Duty (COD) team.
Ticket Processing Management
Through the EGI Helpdesk support issues are routed through to the Resource Infrastructure Providers support teams. Some of these requests may be related to specific support units but other issues relating to users’ use of the e-Infrastructure will require human intervention either from an operational or user support aspect. Role of Ticket Process Management (TPM) is also to regularly check the status of assigned tickets, to solicit progress and to chase cases of wrong ticket assignments.
Human services
Documentation
EGI.eu coordinates the continuous update and review of the common procedures, manuals and documentation essential to guarantee interoperability between operational activities. This includes:
- Operational manuals, procedures, FAQs and Training guides
- EGI deployed software
- Presentations
- The EGI Operations Architecture
Security and incident response
EGI.eu coordinates groups to ensure that policies, operational security, and security procedures are followed and that a secure access to users is guaranteed.
NGIs contribute to software vulnerability assessment and to internal Computer Security Incident Response activities.
Operations management
The EGI.eu Operations Management Board (OMB) drives future developments in the operations area. The OMB manages and develops policies and procedures for the operational services that are integrated into the production infrastructure through a set of distributed management and product teams.
Locally, the Resource Infrastructure Providers are responsible for coordinating internal operational activities and to liaise with the OMB for coordination at the EGI level.
Quality control
Local infrastructure performance are monitored by the regional operator on duty who is responsible for acting upon underperforming sites and reporting at EGI level the reasons for the poor performance of the sites.
Performance statistics are produced centrally, and COD contacts NGIs to request information about underperforming sites.