L1 is the first line of support.

• Calls and request handling interactions with the user via phone and e-mail;
• Registration of all user requests, solution of basic questions: reports, quotas, accounts, projects, users, networks, etc;
• Authorization problems, unavailable services, lack of access to a folder/repository, scheduling problems, nested virtualization, disk reconfiguration, changing disk type.

If possible, the problem is solved using documentation and instructions.
The documentation of services is available publicly: docs.icdc.io
If the issue cannot be solved, the request from the user is escalated to the L2/L3 specialists, depending on the type of problem.

L2 – IT specialists, grouped by the functional categories:

• Incident and Configuration Management: operations with VM (start-up, reconfiguration, additional disks, backup, migration, GPU connection and configuration);
• VM Image Catalog support: new templates creation, configuring, deployment and update;
• Maintenance of physical servers and location infrastructure: control and replacement of server and network equipment, support for networks and location accesses;
• User accounts management: registration, access management, usage reports, billing;
• Operations with HW;
• Service work on the production system;
• Fixing issue with HW;
• Fixing issue with SW (not ICDC);
• Support of up-to-date software versions.


If some questions cannot be solved and are not listed in instructions, the request from the user is escalated to the L3 specialists.

L3 – Experts.

Problem-Solving – operations with HW, service work on the production system, error correction in code, support of up-to-date software versions.
An active ICDC subscription provides everything needed to run Partner's systems. More than software, it's access to a community of experts (Slack), knowledge resources, SW updates, and support tools.

The L3 subscription service includes:

Recommended Qualification Requirements for Operator Support Team

L1 - support:
Specialist for processing primary requests.

L2 - support:
• Linux OS system administrator - 3 yrs.
• Networking hardware administrator - 3 yrs.
• Ovirt | Vmware | RHV Virtualization administrator - 1 yr.
• ICDC Compute advanced user - 3 month.
• English level - Intermediate.

Roles and Responsibilities