User Support in other HEP Sites
- All sites have some form of helpdesk
- Mostly this is closely linked to the system services' group(s).
- Only CERN & CEA outsource.
- All sites have a tool for problem tracking.
- No formal mechanisms to decide on:
- Quality of the solution
- Performance of the support team
- User satisfaction
- One site (after the meeting) reported having a special telephone
system.
- Most sites have relaxed escalation procedures.
- Most sites have no SLA for reply times
- Most sites have no Knowledge Database with problem solutions.
CERN report on User Support
HEPiX Fall 2002