Service Assumptions. EMI provides technical support to users of its publicly released Components. The support provided by EMI is typically at “expert level” and it is directed at handling incidents that lower level support desks within the Customer Organization could not solve without changing the Component source code or by applying known workarounds. The Technical Support and Escalation Procedures are described in the EMI Project Support Plan. The latest version of the Support Plan can be found on the EMI web site at: User support is provided via the GGUS portal managed by the EGI InSpire project (see section 5.4.1, Web-based Support), which is the single point of contact for infrastructure users to access the EMI Service Desk. The EMI Service Desk within GGUS is organized in Support Units. Every Support Unit is responsible for one or more Components. The number and definition of the EMI Support Units in GGUS is not regulated by this SLA and can change at any time to fulfill the EMI Incident and Problem Management requirements. Incidents are analysed by the EMI Technical Experts to identify the Problem or Problems that have caused them. If available, suitable workarounds are proposed to restore the Service to its agreed level as soon as possible. If the incident is caused by Problems in the software and a change is required, a software defect report is filed by the EMI Technical Experts in one of the EMI defect tracking systems and a change request is produced and scheduled for a future release depending on the Problem priority. The priority levels and their relationship with the Problem impact and severity are defined in Appendix: Definitions, the agreed response policies are defined in section 6 (Service Management). This Service Level Agreement applies to Services provided by EMI for any Component making part of the EMI Product Catalogue. Conversely, the Product Catalogue lists all software Components that at any given time are supported by EMI. Components can be deprecated and removed from the Product Catalogue and new Components can be added during the lifetime of EMI according to the procedures described in the EMI Support Plan and the terms described in this SLA in section 5.3.2 (Support Lifecycle). 5.4.1 Web-based Support EMI web-based Support is available through GGUS at: ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇/pages/home.php It provides the Customer with access to EMI support via the Customer GGUS- based escalation process or via approved third-party organizations acting as first and second level support. EMI always provides expert third-level technical support. It is responsibility of the Customer to agree with EGI how to get access to GGUS. The public EMI web site at: provides the Customer with: (a) Product documentation, release notes, troubleshooting guides and technical white papers about EMI software Products, as releases become publicly available. Technical previews can also be obtained if the Customer is additionally subscribing to the „Works with EMI‟ technical program. (b) Software Downloads, a public repository of all publicly available EMI Components releases, fixes, workarounds and utilities. Technical previews can also be obtained if the Customer is additionally subscribing to the „Works with EMI‟ technical program. (c) Product Forums, containing shared knowledge of EMI Products and solutions within an online community of Customers, user communities, technical partners and EMI developers, as well as news on EMI Products and technologies. Support Customers can view and post on the discussion threads in all Forums.
Appears in 3 contracts
Sources: Service Level Agreement, Service Level Agreement, Service Level Agreement