Node operators: the canonical version of this document is in NOCS Documentation (gated to verified operators).

Service Desk Terms & Conditions

Generic governance terms come from the Master Service Arrangement. The terms below are specific to the EBSI Service Desk service.

Obligations of the Users

It is the responsibility of the User to:

• Provide 1st-level support to their own end users (out of scope of this service)
• Report incidents and requests promptly with sufficient diagnostic information
• Validate the proposed Resolution before ticket closure
• Comply with EBSI governance and the DIGITAL Europe work programme

Delivery of the services

The European Commission, via Europeum EDIC, will provide the EBSI Service Desk service in accordance with the procedures outlined in the SOD. The European Commission is entitled to suspend or terminate provision of services in case of:

• Failure of the User to comply with their obligations
• Any other condition preventing successful delivery of the service

Glossary

For SLA-specific terminology, see SLA Glossary & Validator vs Regular Nodes.