EBSI Service Desk — Service Overview
The EBSI Service Desk provides services for users to improve the performance, continuity and reliability of their EBSI implementations. It acts as the Single Point of Contact (SPOC) to address questions, incidents, requests and changes reported by users.
Purpose
Provide user support on the overall EBSI service offering, with well-defined processes including:
- Early incident detection
- Structured classification
- Synchronised multi-team collaboration on resolution
- Continuous monitoring of EBSI services
Who is this service for?
| User type | Description |
|---|---|
| Europeum EDIC Members | Policy or technical representatives from EU/EEA national administrations |
| EBSI Node Operators | Public or private entity approved by a Europeum EDIC Member to host and operate an EBSI Node |
| EBSI Application Service Providers | Natural or legal person providing services to End Users using the EBSI Pilot Network — wallets, credential issuers, verifiers |
Levels of support
- 1st Level — User-side (out of scope): Users handle their own end-user support.
- 2nd Level — EBSI Service Desk (this service): SPOC for all EBSI Users.
- 3rd Level — Technical teams in the Commission (in scope): EBSI Technical Office, Datacentre, Network teams.
Key benefits
- Maintain high availability and capacity through 24×7 monitoring of managed services
- Proactive incident detection through event monitoring and filtering
- Reliable Knowledge Base used by all support tiers
- Ultimate goal: full user satisfaction
📚 Source documents
The original PDFs / DOCX backing this article are catalogued in Compliance Documents & Resources (downloadable as Help Center attachments).
Support Service — Privacy Notice · © European Union — reuse authorised provided source is acknowledged · Commission Decision 2011/833/EU.
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