Roles & Responsibilities (RACI)
The table below summarises the RACI matrix from the SOD, lightly re-titled for Europeum EDIC.
| Process Step | User | EBSI Service Desk | EBSI Technical Office |
|---|---|---|---|
| 1 — Detection & Initiation | R/A | C/I | — |
| 2 — Registration | C/I | R/A | — |
| 3 — Classification & Initial Support | — | R/A | — |
| 4 — Investigation & Escalation | R/C | R/A | I |
| 5 — Resolution & Recovery | C | R/A | R/C |
| 6 — Closure | I | R/A | — |
| Monitoring | — | R/A | C/I |
R = Responsible, A = Accountable, C = Consulted, I = Informed.
Role definitions
- User — Europeum EDIC Member representatives, Node Operators, Application Service Providers. Detect & report; test & validate closure.
- EBSI Service Desk (2nd-level) — Register, classify, investigate, escalate, resolve and close tickets; manage availability/capacity monitoring.
- 3rd Level Support — EBSI Technical Office Team, Datacentre, Network teams. Investigate, resolve, reassign back to Support; point of escalation for the Support Team.
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