Services Overview#
2i2c supports a network of communities with interactive computing hubs to power their science, and invests in the open source tools that help our communities create and share knowledge.
This section of the Team Compass documents the procedures and processes that 2i2c team uses to deliver our Services.
Available Services#
🧩💻 Interactive Computing
Managed Interactive Computing Service (MICS) represents the deployment, development, maintainance, and upkeep of our JupyterHub infrastructure service across multiple public cloud providers. Leadership orientation
🧰📬 Technical Support
2i2c provides email based Technical Support using FreshDesk to our community members. Our service level objective is to respond to all ticket requests within one business day with the priority for resolution based on the number of users impacted and the community’s membership status (if we have resource constraints, premier members are generally prioritized).
🌱🤝 Community Success Hours
2i2c Team Members are available to work directly with communities through our Community Success Hours Service to co-create value.
⚙️🌍 Open Source Development
2i2c partners with our communities to create a virtuous cycle between open science communities that create knowledge and open source communities that build the tools to do so.
👥🎯 Dedicated Delivery Management
2i2c Team Members coordinate work via community-specific project management for complex community projects and strategic partnerships.
Engagements and Sales Processes#
Our Services are normally bundled together into Engagements with membership which define the level of each service and the features and options available for hubs.
Business Development is responsible for assembling services together into a Deal which represents the business arrangement that 2i2c has with a community.
Note
See the Business Development workflow for our processes around leads, sales, and invoicing.
See Engagement Management for more documentation on Engagements, Projects, and Deliverables.
Services are delivered to communities as part of an Engagement. To make the components explicit for our cross-functional team, there are different Engagement life cycles for communities with different membership options and service mechanisms. Each Engagement represents a bundling of services together that provides value to a community.
Note
Membership engagements and service mechanisms are not a exhaustive list of the possible Engagements that 2i2c can offer. Special projects, grants, and multi-institutional partnerships are also possible that go beyond one of these standardized options.
Business Development, in consultation with other functional areas of 2i2c, is responsible for defining these kind of Special Engagements.