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PUBLICATION TITLE Ref. Ares(2019)3847376 - 17/06/2019 1st CISE Stakeholder Group meeting held in Lisbon on 15 May 2019 Meeting minutes Final Version Date: 03/06/2019 Page 1 of 12 1st CISE STAKEHOLDER MEETING 1. Introduction 1.1 Background The 1st CISE Stakeholder Group (CSG) meeting took place at EMSA on 15th of May 2019. The meeting was convened by the CSG Chairman Mr Leendert Bal, EMSA. The following CSG Member States and institutions were represented at the meeting: Belgium, Croatia, Finland, France, Germany, Greece, Ireland, Italy, Lithuania, Malta, Portugal, Romania, Slovenia, Spain, The Netherlands, United Kingdom, European Defence Agency, European Fisheries Control Agency, European Border and Coast Guard Agency, European Union Satellite Centre, European Commission Joint Research Centre, European Commission DGMARE, and European Commission DGMOVE (the full list of participants is in the Annex 5.1). The meeting presentations can be downloaded at the following URL: http://emsa.europa.eu/workshops-a-events/188- workshops.html 1.2 Document Contents 1. Introduction ......................................................................................................................................................... 2 1.1 Background ................................................................................................................................................. 2 1.2 Document Contents .................................................................................................................................... 2 2. Meeting session .................................................................................................................................................. 2 2.1 Welcome and Opening ............................................................................................................................... 2 2.2 CISE state of play ....................................................................................................................................... 3 2.3 Technical and operational support ............................................................................................................. 3 2.4 Transitional phase activities overview ........................................................................................................ 4 2.5 Legal services – Administrative Framework ............................................................................................... 4 2.6 EMSA’s possible data contribution ............................................................................................................. 5 2.7 JRC on development activities for the CISE nodes .................................................................................... 5 2.8 Status of the implementation of national nodes/adaptors and plans for the transitional phase ................. 5 3. Meeting outcomes .............................................................................................................................................. 6 3.1 Decisions .................................................................................................................................................... 6 3.2 Tasks .......................................................................................................................................................... 6 4. Conclusion .......................................................................................................................................................... 8 5. Annexes ............................................................................................................................................................... 9 5.1 List of Participants ...................................................................................................................................... 9 5.2 Agenda...................................................................................................................................................... 10 2. Meeting session 2.1 Welcome and Opening Leendert Bal, Head of Department C - Operations, welcomed all Member States (MS) and Agencies to this first meeting of the CISE Stakeholder Group. Since the signature of the Grant Agreement on 16 April 2019 between EMSA and DG MARE, EMSA has been preparing the basis on which it can take the project forward. The 1st CISE Stakeholder Group meeting is indeed the opportunity to present what EMSA, JRC and DGMARE have organized to support the transitional phase and to share the status and plan of the CSG members for the transitional phase. On this matter, Mr Bal spoke of excellent cooperation with both the JRC and DG MARE. He also recognised and appreciated the work that has already being done by the EUCISE2020 project. The agenda was presented and adopted with some slight changes (see Annex 5.2) Page 2 of 12  1st CISE STAKEHOLDER MEETING 2.2 CISE state of play Christos Economou, Head of Unit at DG MARE, acknowledged the extensive efforts that went into building the bridge between EUCISE2020 and the transitional phase, ensuring that no time would be lost. In looking at the current state of play, Mr Economou said it was also important to look to the past. The whole idea of CISE started ten years ago. The project underlined the value of information sharing from maritime surveillance, showing that it was relevant to many. The objective is now to take it forward in a solid framework making it operational by 2021. EUCISE2020 ended with a conference in March 2019 which was attended by many of those present at the 1st CSG. Since then, the IPR discussion has been advancing. A transfer agreement is in the pipeline and is expected to be ready soon to form the basis of the transitional phase. To achieve the operational stage of a sustainable CISE Mr Economou mentioned the draft proposal for the Regulation for the maritime and fisheries fund (EMFF) post 2020. This proposal made by the Commission is now in negotiation with the Member States 2.3 Technical and operational support Gianluca Luraschi, EMSA Project Officer, presented the support processes for technical and operational activities. The aims of these processes are to guarantee continuity of the CISE network during the CISE Transitional Phase, and they should help to support the CSG members. (for detailed information please see the presentation). Questions & Answers DE Germany noted the interest in the set-up of new nodes and wanted to find out more about where the interest came from. It was explained that more information on the interest raised for the installation of new nodes would be given in the short format presentations scheduled for the afternoon session. FR France mentioned that until now there was very much a project team approach and was pleased to note the involvement at national level. It also welcomed the identification of a working group to be involved at a technical level. France was happy with the proposal and acknowledged that much work still needed to be done at national level. GR Greece expressed a need for a more detailed assessment to look into both project and software management as well as to examine the timeline for the various procedures. BE Belgium asked whether or not the working group was only for those parties already with a node installed and expressed a wish to see it open to all so that the momentum in CISE development could be kept going more easily. It was explained that the stakeholder group could decide on the composition of the working group. NL The Netherlands proposed to change the name of the Architecture working group to avoid any confusion in the term “Architecture”. The SG Member considered relevant to establish the baseline from EUCISE2020 to understand better the progress during the CISE Transitional Phase. The SG members agreed to change the name of the group to ‘Configuration Board‘. To establish the baseline, Commission is still negotiating the transfer of the IPR of the results of the EUCISE2020 project. On the grounds of this presentation and discussion decisions: D1/1, D1/4, D1/5 were taken, see session 3 of this document. Page 3 of 12 1st CISE STAKEHOLDER MEETING 2.4 Transitional phase activities overview Gianluca Luraschi, EMSA Project Officer, introduced how EMSA and JRC are going to address the activities defined in the MSEG Activities paper, and a plan to address them was proposed. (for detailed information please make reference to the presentation). Questions & Answers DE Germany expressed confidence in the planning of the transitional phase as well as willingness that the work should begin quickly given that the entire framework would need to be looked into in depth by the Member States. Mr Bal said that he understood the concern but cautioned that priorities have to be set, a number of activities have to be started, first the foundational phase has to be in place. It would not, he said, be realistic to start all activities immediately. EL Greece expressed concern over the level of involvement expected from each Member State. Mr Bal explained that the activities certainly had to be looked at, as well as how to use the node and any operational needs. Bartel Meersman, from the JRC, explained that while there will be a lot of work to do on EMSA and the JRC side, Member States also need to do their homework to determine which information and datasets to share. DE Germany also expressed eagerness to have a best practice workshop held sooner rather than later, to keep momentum and interest in the project high. While Mr Bal appreciated the enthusiasm, a specific action will be taken to see if this request can be accommodated earlier. NL The Netherlands, speaking as a newcomer, explained that they were happy to see EMSA get involved in the transitional phase. They were also keen to see progress, step by step, so that Member States could get their own management in order first. Mr Economou emphasised that CISE stakeholders have a key role to play in relaying back messages to their national administrations. Particularly in explaining the many developments to CISE and that the club is expanding beyond a set of specific members and authorities. BE Belgium expressed interest to know more about the activities being taken forward as soon as possible. On the grounds of this presentation and discussion the decision D1/3 was taken, see session 3 of this document. 2.5 Legal services – Administrative Framework Georg Troost, EMSA Legal Officer, presented the approach for establishing the agreements to exchange data between CISE stakeholders. (for detailed information please make reference to the presentation). Questions & Answers DE Germany expressed its full support for this approach and said that it considered the group would be very lucky if it were to have this agreement in place by the end of the transitional phase given the complexities involved. FR France reminded those present of the philosophy behind CISE for a voluntary exchange of information, consolidating information that in some cases the users didn’t even know existed. France mentioned that it should be open to new data providers and that it considers it important to have a legal framework in place. Page 4 of 12  1st CISE STAKEHOLDER MEETING Mr Bal explained that an initial document could be put together that the stakeholders could use as an initial basis for discussion. Mr Economou underlined that this is a very important part of the work that gives assurance to all equally on what can be shared and with whom. On the grounds of this presentation and discussion the decision D1/2 was taken, see session 3 of this document 2.6 EMSA’s possible data contribution Catrin Egerton, EMSA Project Officer, gave an introduction to the Copernicus Maritime Surveillance Service which is implemented by EMSA. Lukasz Bibik, EMSA Project Officer, introduced Automated Behaviour Monitoring tools and Long Term Storage service. (for detailed information please see the presentations). 2.7 JRC on development activities for the CISE nodes David Berger, from the JRC, gave an explanation of how the JRC can support the Member States within the context of the CISE activities. (for detailed information please see the presentation). 2.8 Status of the implementation of national nodes/adaptors and plans for the transitional phase The following CSG members delivered presentations: - Greece – Nikolaos Sourounis from the Hellenic Coast Guard; - Spain – Vincente Solla Alvarez – Direccion general de la marina mercante; - Belgium – Thierry Segers, lieutenant in Belgian Navy; - Finland – Pietari Vuorensola from METO; - Italy – Luigi Ciani from the Marina Militare Italiana; - Malta – Michelle Formosa from the Malta Marittima Agency; - Lithuania – Karolis Lileikis from the Lithuanian Navy/MRCC; - Germany – Bernhard Wehner from Germany’s MoD; - Slovenia – Vladimir Vladovic from the Slovenian Maritime Administration; - Croatia – Ivan Kuseta from the Ministry of the Sea, Transport and Infrastructure; - Netherlands - Henk Rohaan, Senior adviseur; - Romania – Oprescu Mircea from the Romanian Border Police (presentation not available); - Portugal (presentation available, although it was not delivered during the meeting); - SatCen – Patricia Romeyro Mascarenhas. The presentations can be downloaded at: http://emsa.europa.eu/workshops-a-events/188-workshops.html Page 5 of 12 1st CISE STAKEHOLDER MEETING 3. Meeting outcomes 3.1 Decisions The following decisions have been taken during the meeting: Decision Description Note number D1/1 – To set-up the “Configuration Board” working group (WG). This “Configuration WG comprises experts appointed by CSG to be consulted in Board” case there is request of changes in the common and core software. The configuration board will operate as correspondence group. The CSG members that do not have the node implemented can appoint an expert with the role of observer. D1/2 – To set-up the “Cooperation Agreement WG” working group. “Cooperation This WG comprises experts appointed by CSG to be consulted Agreement in order to establish the cooperation agreements for sharing WG” information between CISE nodes. The working group will operate as correspondence group after an initial workshop to kick off the activity. D1/3 – WBS The CSG agreed about the Work Breakdown Structure (WBS) - The possibility to anticipate the and Plan and plan proposed to carry out the activities defined in the best practice workshop should be MSEG Activities Paper. assessed. The WBS and plan will be reviewed regularly in the CSG - During the 2nd CSG meeting the meetings. “responsibility to share” activity should be discussed and possibly planned. D1/4 – Single [email protected] is the single point of contact for point of the CSG members to request any technical and operational contact support. [email protected] is the single point of contact for administrative requests/questions. D1/5 – To cover the Technical and Operational needs the following management procedures proposed by EMSA and JRC will be established: procedure incident, problem, configuration, deployment and new installation request. Decision Number: CSG meeting / Decision number (i.e. D1/1 is the 1st decision agreed during the 1st CSG). 3.2 Tasks The following tasks have been agreed during the meeting: Page 6 of 12  1st CISE STAKEHOLDER MEETING Task Description Decision Responsible deadline Note number number T1/1 Nominate the D1/1 Each CSG 31/08/2019 An email should be sent to experts for the member [email protected] specifying the name, Configuration interested in e-mail account and phone number of the Board participating in appointed expert. the Configuration Board T1/2 Nominate the D1/4, Each CSG 31/08/2019 An email should be sent to “Node owner” D1/5 member that [email protected] specifying the name, has a node e-mail account and phone number of the installed node owner. T1/3 Nominate the D1/4, Each CSG 31/08/2019 An email should be sent to “Node D1/5 member that [email protected] specifying name, the administrator” has a node e-mail account and phone number of the installed administrator T1/4 Nominate the D1/2 Each CSG 31/08/2019 An email should be sent to members for member [email protected] specifying, name the the interested in e-mail account and phone number of the “Cooperation participating in appointed expert Agreement the Cooperation WG” Agreement working group T1/5 CSG member D1/2 Each CSG 31/08/2019 An email should be sent to are invited to member [email protected] submit any best practice documents or clauses to be taken into account for the cooperation agreement T1/6 A document D1/5 EMSA and JRC delivered This document shall be delivered to all CSG describing the members. Technical and Operational support introduced during the 1st CSG meeting Page 7 of 12 1st CISE STAKEHOLDER MEETING should be drafted. Task Number: CSG meeting / task number (i.e. T1/1 is the 1st task agreed during the 1st CSG). 4. Conclusion The CSG approved the Work Breakdown Structure and the plan to implement the CISE Transitional Phase activities as defined in the MSEG paper (see EMSA and JRC’s presentations) and subsequently a number of decisions and tasks were agreed during the meeting starting their implementation (see section 3 of this document). The 2nd CSG meeting is planned for the 1st week of October (CSG member interested to participate should save the date: 2nd and 3rd of October). Page 8 of 12  1st CISE STAKEHOLDER MEETING 5. Annexes 5.1 List of Participants country firstname lastname city organization Federal Public Service Mobility and Belgium Els Claeys Brussels Transport - DG Shipping Belgium Thierry Segers Brussels Belgian Navy Ministry of the Sea, Transport and Croatia Ivan Kuseta Zagreb Infrastructure Ministry of the Interior, Border Guard Finland Pietari Vuorensola Helsinki Department France Ronan Chastanet PARIS SGMer Germany Bernhard Wehner Bonn German MoD Cologne / Germany Elise Kleinsorgen Bonn (DEU) German Federal Ministry of Transport Hellenic Navy General Staff Plans & Policy Greece Ioannis Pantelis Athens Directorate Greece Nikolaos Sourounis Athens Hellenic Coast Guard Ireland Dymphna Keogh Brussels Irish Permanent Representation to the EU Italy Luigi Ciani ROME MARINA MILITARE ITALIANA Lithuania Karolis Lileikis Klaipeda Lithuanian Navy MRCC Malta Michelle Formosa Luqa Malta Marittima Agency Portugal Rui Serafim Lisbon DGRM Joana Paião Lisbon DGRM Portugal Fernando Braga Lisbon DGRM Romania oprescu mircea bucharest Romanian Border Police Slovenia Vladimir Vladovic Koper Slovenian Maritime Administration DIRECCIÓN GENERAL DE LA MARINA Spain Vincente Solla Alvarez LA CORUÑA MERCANTE The Netherlands Lisette van Oss Amsterdam NL Coastguard/NL Navy The Netherlands Henk Rohaan Den Haag MoDNL/ NLCG The Netherlands Jan Haverkorn Den Helder Coastguard United Kingdom Valerie Trojanowska London Department for Transport Dirk Peters Brussels European Defence Agency David Berger Ispra European Commission - JRC Jesus Hermida Ispra European Commission, JRC Paolo Salieri Brussels European Commission Vytautas Lukas Vigo EFCA Frontex - European Border and Coast Lucian Filipoaia Warsaw Guard Agency Romeyro Patricia Mascarenhas Madrid SATCEN - European Union Satellite Centre Elisabetta Pietrobon Brussels European Commission Christos Economou Brussels European Commission The following EMSA staff participated at the meeting: - Maja Markovcic Kostelac (EMSA Executive Director to welcome the meeting participants) Page 9 of 12 1st CISE STAKEHOLDER MEETING - Leendert Bal (meeting Chairman) - Gianluca Luraschi (CISE Project Manager) - Georg Troost (introduced “Administrative framework”) - Catrin Egerton (introduced “Copernicus services”) - Lukasz Bibik (introduced “ABM and LTS services”) - 5.2 Agenda Wednesday, 15 May 2019 Time Agenda Item 09:00 – 09:30 Registration and coffee 09:40 – 10:00 CISE: state of play (DG MARE) - State of play of CISE, results so far, objectives for the transition phase. 10:00 – 10:30 Technical and Operational support (EMSA/JRC) - Description of the operational services that EMSA and JRC are planning to provide during the Transition Phase to the authorities that have already implemented a CISE node. - Set-up a specific working group to address the CISE architecture and the management of changes 10:30 – 11:00 Transition phase activities overview (EMSA) - Work breakdown structure for the activities to carry out during the Transition Phase (based on the MSEG activity paper – see annex). - Proposal of the Transition Phase Plan. 11:00 – 11:20 Coffee break 11:20 – 11:50 Legal services – Administrative framework (EMSA) - Approach and process to be discussed towards a Service Level Agreement and/or Conditions of Use to allow the exchange of data between the CISE Stakeholders. 11:50 – 12:30 EMSA’s possible data contribution (EMSA) - Presentation on Copernicus Maritime Surveillance Service and on ABM’s (Automatic Behaviour Monitoring tools 12:30 – 13:00 Development activities for MS nodes (JRC) - Description of the support for the implementation and maintenance of MS adaptors. 13:00 – 14:30 Lunch break - EMSA will organize a visit to the EMSA Maritime Support Service (its operational information centre). Stakeholder members interested to participate in this event, please send an e-mail by the 10th of May to: [email protected]. 14:30 – 16:00 Status of the implementation of national nodes/adaptors and plans for the Transition Phase (Stakeholder members – Member States and EU Agencies) - Member States and EU Agencies are invited to give a short presentation. 16:00 – 16:20 Coffee break 16:20 – 16:40 Planning for the Transition Phase (EMSA) - The plan introduced in the morning session “TP activities overview” will be reviewed and consolidated based on the discussions held. 16:40 – 17:00 Summary and conclusions (EMSA) Remarks - Open discussion will be moderated at the end of each session. Page 10 of 12 Electronically signed on 07/06/2019 11:27 (UTC+02) Ref. Ares(2019)3847376 - 17/06/2019 Technical and Operational Support Author: Gianluca Luraschi, David Berger, Jesus Hermida Document version: 1.0 Document date: 12/06/2019 European Maritime Safety Agency (EMSA) Praça Europa 4, Cais Do Sodré 1249-206 Lisbon, Portugal Tel: +351 21 1209 415, Fax: +351 21 1209 217  Technical and Operational Support Version 1.0 Contents Technical and Operational Support ................................................................................... 1 1. Introduction ............................................................................................................. 3 1.1 List of appendices ................................................................................................. 3 1.2 Change control history ........................................................................................... 3 1.3 Definitions and acronyms ....................................................................................... 3 2. Scope ....................................................................................................................... 4 3. Actors and Roles ...................................................................................................... 4 4. Support Levels ......................................................................................................... 6 5. Support Processes.................................................................................................... 7 5.1 Incident and Problem Management.......................................................................... 8 5.2 Node Configuration.............................................................................................. 10 5.3 Node Maintenance ............................................................................................... 11 5.4 Node Deployment ............................................................................................... 13 5.5 Adaptor Development .......................................................................................... 15 5.5.1 Technical Information on the Adaptor ................................................................ 15 5.5.2 Development of CISE services ........................................................................... 16 5.5.3 Sandbox service .............................................................................................. 17 5.6 Conformity Testing .............................................................................................. 18 5.6.1 Node Deployment Tests ................................................................................... 18 5.6.2 Adaptor Integration Tests ................................................................................. 19 6. Periods with only Level-0 Support.......................................................................... 20 7. Reporting Activities ................................................................................................ 20 8. Single Contact Point ............................................................................................... 21 Page 2 of 21  Technical and Operational Support Version 1.0 1. Introduction 1.1 List of appendices The table below summarises the applicable appendices that shall be considered an integral part of this documentation. Appendix Title A MSEG activity paper 1.2 Change control history Version Date Edited by Description 1.0 15/05/2019 Authors Draft proposal to Member States 1.3 Definitions and acronyms EMSA: European Maritime Safety Agency JRC: European Commission, Joint Research Centre Page 3 of 21  Technical and Operational Support Version 1.0 2. Scope The CISE Transitional Phase pursues, among other specific objectives, the support of the technical and operational activities for the CISE stakeholders. The document “CISE Transitional Phase: Activities” defines Technical and Operational support as “technical support to the Member States for enabling or keeping up and running the CISE network”. To achieve the objectives of the CISE Transitional Phase, EMSA in cooperation with the JRC will carry out the following specific activities: • provide operational support during working hours (i.e. incident and problem management) to Member States authorities for maintaining existing or configuring new services, building on the results of the EUCISE2020 project; • provide technical support for the implementation, deployment, integration, and tests (including the development of the CISE’s compliance suite) of new CISE services in existing or new adaptors; • provide technical support for the deployment and test of two additional nodes (indicative number); • maintain the common building blocks software implemented during EUCISE2020 (including release management). It is out of the scope of the transitional phase to implement new node’s requirements, functionalities or any changes that can impact the existing national adaptors; • review and keep updated the CISE architecture as well as follow up on the standardisation process. To address these activities, EMSA and JRC have established a pre-operational organisation and several support processes for the CISE stakeholders: - incident and problem management; - node configuration; - node maintenance; - node deployment; - adaptor development; - conformity testing. The present document describes the proposed organisation and support processes, including the main roles/actors involved and how the CISE stakeholders should request support during the CISE Transitional Phase. 3. Actors and Roles The following actors and roles participate in the processes for Technical and Operational Support: Page 4 of 21 Technical and Operational Support Version 1.0 CISE Stakeholders CSG Member Group (CSG) Configuration Configuration Node Adaptor Board Board Member owner(s) owner(s) Node administrator(s) EMSA JRC Project Adaptor Management Contractor(s) Support Team Development Contractor(s) Office Team Figure 1. Actors and roles in the Technical and Operational support. CISE Stakeholders The CISE Stakeholders Group will provide the necessary guidance and orientations Group (CSG) for the Technical and Operational support. The CSG is periodically informed on the Technical and Operational support activities. CSG Member The members of the CISE Stakeholders Group represent and coordinate all the stakeholders in their own Member States or EU Agency, including the node owners, adaptor owners, and the members of the different working groups. Configuration Board Technical working group within the CSG that analyses and provides feedback to the CSG about the requests for change in the software of the CISE Node and the topology of the CISE Network. Decisions on the change requests will be taken by the board members with a CISE Node. Other members can participate in the discussions as observers. Node Owner Node owners are responsible for a CISE node. They are representatives of the Member States’ authorities or EU Agencies. Node Administrator Node administrators are in charge of the maintenance of the CISE nodes. They are appointed by the node owners. Node administrators can perform several technical tasks on their own or in coordination with other ICT experts: • Management of the CISE node’s hardware and software: to set up the virtualisation environment (VMWare), to configure the different software components of the CISE node, to monitor the activity (Nagios, log files, etc.) and to run scripts and processes when needed, to update the software components, among others. • Management of the network (VPN connections) with the other CISE nodes: to change the security parameters for a VPN, etc. Page 5 of 21  Technical and Operational Support Version 1.0 EMSA EMSA is responsible for the operational and technical support activities and works in cooperation with the JRC for the development activities. JRC The JRC works in cooperation with EMSA for the technical and operational support activities and it is responsible for the development activities with the Member States. Contractors EMSA will subcontract part of the Technical and Operational Support activities of the CISE Node software and CISE Network. The contractors will support the (external service stakeholders as members of the Support Team. providers) The JRC may subcontract the development activities for some pilot projects. The contractors will be part of the Adaptor Development Team. Project Management EMSA set up a Project Management Office to plan and manage the activities Office required to achieve the objectives of the CISE Transitional phase. The Project Management Office works in coordination with the CSG. The Adaptor Development team is composed by a group of ICT experts coordinated by JRC. The team will participate in the development activities of the pilot projects with the Member States. The team will also help assist Node Administrators to conduct the formal tests of the CISE Nodes and adaptors following using the procedures and tools available. 4. Support Levels Support is organised in four levels with different tasks and actors/roles involved in them: Level-0 Support This entry level includes all the documentation and software tools available to the stakeholders through the EMSA’s web site and the collaborative site. The stakeholders will use these resources to perform the maintenance, development and operational activities. At least, the following resources will be available for the CISE stakeholders: • Online technical documentation on the CISE node, adaptors, CISE Data and service models, etc. • Tool for installation and maintenance of CISE nodes. • Tool for developers of adaptors. Level-1 Support The Support team provides the first level of support to the stakeholders. The stakeholders can send a support request to the single point of contact, managed by EMSA. The objective in Level-1 is to provide an answer with the shortest delay possible. To achieve it, the Support team will address the request using the resources from Level 0, predefined procedures (e.g., incident-handling procedures), and a knowledge base of support requests and predefined solutions (from past cases). The Support team may request further information to the requester to clarify the request and gather additional details. If no predefined solution works, the support request is transferred to Level-2 Support. Main tasks: Page 6 of 21  Technical and Operational Support Version 1.0 • Register and classify the support requests according to the established support procedures. • Find solutions from the documentation in Level 0 and the support knowledge base. • Keep stakeholders informed about their requests’ status at agreed intervals. • Monthly report on the status of the requests and issues related to the support process. Level-2 Support The Support team provides the second level of support, which deals with complex support requests. The objective in Level 2 is to analyse in depth the gathered information and to provide an answer to the stakeholder within an agreed timeframe. To achieve it, the Support team may conduct further investigation and analysis using the available documentation and software tools. The Support team may request further information to the requester. The Support team may also need to coordinate their activities with different stakeholders and to collaborate with the node administrators. If the support request involves any specific interventions in the software components (e.g., for the CISE Node), it is transferred to Level-3 Support. Main tasks: • Investigate complex requests. • Plan a set of specific activities with the requester. • Coordinate interventions in the CISE Network with the node administrators. • Register solutions in the support knowledge base. • Monthly report on the status of the support requests and issues related to the support processes. Level-3 Support This support level deals with support requests that require specific interventions in the software of the CISE Node and/or the adaptors, e.g., bug investigation, analysis of change requests, improvements to the installation procedures, test procedures, etc. The Support Team will plan the activities with the stakeholder in coordination with the Project Management Office. Main tasks: • Analyse software components (including the source code). • Provide technical advice regarding the software components. • Provide solutions, including bug fixes, to issues detected in the software components. • Report on the status of the requests and any issue related to the support process. 5. Support Processes Support processes ensure that CISE stakeholders can receive timely and appropriate support in their operational and technical activities with the CISE nodes and adaptors. The following diagram defines the activity categories in the scope of the Technical and Operational support processes. Page 7 of 21  Technical and Operational Support Version 1.0 Support Technical Operational Incident and Node Adaptor Network Node problem Deployment Testing Development Testing Configuration Maintenance Configuration Maintenance Figure 2. Taxonomy of activity categories. This section presents the support catalogue1 available during the CISE Transitional Phase. The implementation of the support processes will be gradual, starting from May 2019. CISE stakeholders will be notified when a new process is available and/or the conditions of a service change. The next sections describe each process in detail, including how the CISE stakeholders can request it. 5.1 Incident and Problem Management Name Incident and problem management Description Incident management consists of the resolution of incidents within the CISE Network based on pre-defined procedures. Incident management ensures the swift recovery of the service in case of incidents. Problem management deals with the resolution of problems in response to one or more reported incidents with unknown cause. During the CISE transition phase, the incident/problem resolution procedures will be maintained and improved by the Support Team. The key objective is to guarantee that incidents are handled accurately, completely, and in a timely manner. Features The Support Team registers and manages incidents and problems using the ticketing system. Incident Management. The following activities will be performed when an incident is reported: 1. Incident detection. 2. Initial support. 3. Investigation and diagnosis. 1 Based on the ITIL v3 Service Catalogue. Page 8 of 21 Technical and Operational Support Version 1.0 4. Resolution and recovery. 5. Incident closure. 6. Incident communication. During the incident management, the Support team will estimate the time to solve the incident and the procedure to be applied. In case there is no pre-defined procedure to solve the incident, the issue reported shall be considered a problem. The transition from Incident to Problem management is a Support Team’s internal task. Problem Management. The following activities will be performed when a problem is identified: 1. Problem analysis, categorisation, and prioritisation. 2. Problem investigation and diagnosis. 3. Provision of the solution. Problem resolution times will be agreed on a case-by-case basis with the Support Team. Problems that require changes in the software of the CISE Node will be managed according to the process “Node Maintenance”. Resources. At least the following resources (documentation, software) will be available for the Support Team: • FAQ – Troubleshooting information • Software architecture of the CISE Node Figure 3 shows an overview of this process workflow. Category Support/Operational/Incident and Problem Owner(s) EMSA Provider Support Team Business Service Catalogue Business Owner(s) Members of the CISE Stakeholders Group. Business Contacts Node owners and administrators. Service Level Not applicable to EMSA and JRC for the CISE Transitional Phase. Agreement (SLA) Service Hours Working days from 8.00 to 17.00 (UTC), excluding public holidays. Service Reviews Every three/four months Security Rating Unclassified Request Node administrators shall send an e-mail to the Support Team at cise- Procedures [email protected] Page 9 of 21 Technical and Operational Support Version 1.0 Node Support Team Project Management Office Stakeholders 2. Possible solutions Level-1 Support Configuration Board 1. Request support for incident 3. Problem or 5b. Request Configuration opinion 4. Configuration 5. Request For Change (RFC) 5a. Request Problem approval Deployment Node Level-2 Support EMSA PM CISE administrator Stakeholders Group 5c. Approved RFC 5d. Software Release Level-3 Support Figure 3. Incident, problem, configuration and maintenance workflow. 5.2 Node Configuration Name Node configuration Description The Node Administrator is responsible to manage the configuration of the node and the services. The Support Team can support node administrators on the configuration of their nodes using the Administration Console. In particular, Node administrators can receive support on the use of the service registry and the access rights matrix. Features The Support Team registers and manages the support request using the ticketing system. Punctual support. The Support Team answers to the requests using the documentation available and the support knowledge base. The support is provided by e-mail, web conference or phone call. Tutorial. JRC can offer a tutorial support to provide an introduction for the management of the node. Resources. The Support Team will make available the following resources (documentation, software) thought the EMSA’s collaborative site: • System User Manual • Administrator Manual Figure 3 shows an overview of this process workflow. Category Support/Operational/Node/Configuration Page 10 of 21 Technical and Operational Support Version 1.0 Owner(s) EMSA Provider EMSA, JRC Business Service Catalogue Business Owner(s) Members of the CISE Stakeholders Group Business Contacts Node owners and administrators. Service Level Not applicable to EMSA and JRC for the CISE Transitional Phase. Agreement (SLA) Service Hours Working days from 8.00 to 17.00 (UTC), excluding public holidays. Service Reviews Every three/four months. Security Rating Unclassified Request Node owners/administrators shall send an e-mail to the Support Team at cise- Procedures [email protected] 5.3 Node Maintenance Name Node maintenance Description The software of the CISE Node (Core and Common services) will be maintained during the CISE Transitional phase. Maintenance will address the development and release of software hotfixes, patches and/or updates in the configuration files that fix defects, errors or bugs in the software of the Core and Common Services with an impact in terms of appearance, operation, functionality or performance. EMSA will be in charge of the software maintenance process and will manage the new versions resulting from the maintenance process. The release of software versions requires the endorsement of the Configuration Board and the approval of the CISE Stakeholder Group. Features Change Management. EMSA will acquire, maintain and track the requirements and change requests to the CISE Node’s software (software repository) in an online Web tool. The change requests may come from: • Feedback from EUCISE 2020 and the national interoperability projects. • Problems identified by the Support team. • Feedback from the stakeholders. • Studies carried out during the CISE Transitional Phase. Node Maintenance. The Support Team will develop and test a set of software hotfixes, patches and/or updates in the configuration for the CISE Node, which will result in the release of a new software update. Page 11 of 21 Technical and Operational Support Version 1.0 In order to guarantee the interoperability of the national adaptors, EMSA shall consult the changes/updates that will have an impact in the CISE Node’s architecture with the Configuration Board, before the approval of the CISE Stakeholders Group. Updates Management. In consultation with the CISE Stakeholders Group, EMSA will define the release roadmap for the delivery of the software updates. When a new release needs to be issued, EMSA provides to the Node administrators a plan for its delivery. During the release deployment, the Support Team and the Node Administrators will cooperate by e-mail correspondence, or Web/phone call. Node administrators can request additional support to deploy the updates if needed. Figure 3 shows an overview of this process workflow. Category Support/Operational/Node/Configuration Owner(s) EMSA Provider EMSA, Support Team Business Service Catalogue Business Owner(s) Members of the CISE Stakeholders Group Business Contacts Configuration Board Node owners and administrators. Service Level Not applicable to EMSA and JRC for the CISE Transitional Phase. Agreement (SLA) Service Hours Working days from 8.00 to 17.00 (UTC), excluding public holidays. Service Reviews Every three/four months. Security Rating Unclassified Request Change Management. Stakeholders can send their feedback to the Support Team at Procedures [email protected] Updates Management. Node administrators shall send an e-mail to the Support Team at [email protected] Page 12 of 21 Technical and Operational Support Version 1.0 5.4 Node Deployment Name Node deployment Description The Support Team will help the stakeholders deploy new CISE nodes. The deployment of a CISE node entails the following activities: a) Provision of the hardware resources: server, router. b) Setup of the network connections to the other CISE Nodes (VPN). c) Installation of the virtualisation infrastructure: VMWare (or other). d) Installation of the virtual machines and operating systems. e) Installation of the CISE Node modules. f) Deployment tests. For the installation of the CISE Node, the stakeholder must provide/purchase the hardware (server and VPN router) and the virtual environment (hypervisor, virtual machines). During the CISE Transitional Phase, the Support Team will support: • The deployment of two (indicative) additional CISE Nodes for the Member States’ authorities – activities e, f. The support team will require access to the authorities’ premises or remote access to the authorities’ server, as well as the collaboration of the node administrators for activities b, c and d. • stakeholders that will deploy a CISE Node with their own resources – activities b, c, d, e and f. In this case, the node administrator(s) will conduct the installation and test procedures with the help of the Support Team, if required. The requests for the deployment of new nodes in the CISE network shall be approved by the CISE Stakeholders Group. The Project Management Office will schedule the requests based on the status and availability of the stakeholders. Features The Support Team registers and manages any request using a ticketing system. The Team will support the stakeholders by email, phone of web conference tools. Deployment planning. The Project Management Office schedules the deployment activities for the Support Team based on the stakeholders’ status and availability. The deployment plan is submitted to the CISE Stakeholders Group for approval. Network configuration. The Support Team supports node administrators in the setup of the new VPN connections between the stakeholders’ premises. Infrastructure setup. The Support Team can help node administrators in the setup of the virtual infrastructure, including the virtual machines. Node deployment. The Support team assesses if the requirements for the deployment of the CISE node software are fulfilled. The Support Team launches the installation scripts following the installation manual. Deployment support. The Support Team helps the Node administrators to launch the installation scripts according to the installation manual. Reconfiguration of the nodes. With the current implementation of the CISE Node, the CISE Nodes require an update in their configuration to enable the communication with new nodes in the CISE network. The Support Team will contact the node administrators to apply the configuration updates in each node after the deployment tests. Page 13 of 21 Technical and Operational Support Version 1.0 Testing. Please check the process “Node Deployment Tests”. Resources. The Support Team will make available the following resources (documentation, software) thought the EMSA’s collaborative site: • CISE Node software (binary files). • Architecture of the CISE Node. • Simplified installation manual (including documentation and software). • Administrator Manual of the CISE Node. Figure 4 shows an overview of this process workflow. Category Support/Technical/Node/Deployment Owner(s) EMSA Provider Support Team Business Service Catalogue Business Owner(s) Members of the CISE Stakeholders Group Business Contacts Node owners and administrators. Service Level Not applicable to EMSA and JRC for the CISE Transitional Phase. Agreement (SLA) Service Hours Working days from 8.00 to 17.00 (UTC), excluding public holidays. Service Reviews Every three/four months. Security Rating Unclassified Request The stakeholders shall contact the Support team for support at cise- Procedures [email protected]. EMSA will communicate the requests to the CISE Stakeholders’ Group for endorsement. Page 14 of 21  Technical and Operational Support Version 1.0 Node Support Team Project Management Office Stakeholders 1. Request new node Configuration Board Node Level-1 Support 2. Request owner new node 3b. Request opinion 5. Node deployment 3. Request 6. Node deployment tests approval 5. Request For Change (RFC) Node Level-2 Support EMSA PM CISE administrator Stakeholders Group Level-3 Support Figure 4. Node deployment workflow. 5.5 Adaptor Development 5.5.1 Technical Information on the Adaptor Name Technical information on the adaptor Description Support Team will provide the technical support for the deployment and testing of the adaptors to any stakeholder. Features The Support Team registers and manages any request using a ticketing system. Punctual Support. The Support Team addresses any question or information request on: • technical specifications on the adaptor; • the use of the CISE Data and Service model; • the prototype adaptor (https://github.com/ec-jrc/cise-ais-adaptor); • the use of the sample codes provided in the documentation; • the integration tests for adaptors. The Support Team can contact the stakeholders directly by email, phone or video conferences if needed. Resources. The Support Team will make available the following resources (documentation, software) thought the EMSA’s collaborative site: • Adaptor software interface. • CISE Data and Service models: documentation, XML schemas and XML code snippets. Page 15 of 21  Technical and Operational Support Version 1.0 • Guidelines for the use of the CISE Data and Service models. • Java libraries for the communication with the CISE Node. • CISE AIS Adaptor, open-source adaptor prototype: https://github.com/ec- jrc/cise-ais-adaptor • Testing tools for developers. Category Support/Technical/Adaptor/Deployment, Support/Technical/Adaptor/Test Owner(s) EMSA Provider Support Team Business Service Catalogue Business Owner(s) Members of the CISE Stakeholders Group Business Contacts Adaptors owners, node administrators. Service Level Not applicable to EMSA and JRC for the CISE Transitional Phase. Agreement (SLA) Service Hours Working days from 8.00 to 17.00 (UTC), excluding public holidays. Service Reviews Every three/four months, before the CSG meeting. Security Rating Unclassified Request For any request, stakeholders shall contact the Support Team at cise- Procedures [email protected] 5.5.2 Development of CISE services Name Development of CISE services Description During the CISE Transitional Phase, JRC will launch several pilot projects with the CISE stakeholders to develop new CISE services. The pilot project will produce a set of CISE services, fully functional, in a new or existing adaptor. At the end of the project, the JRC will release the software (incl. source code) and the documentation to the stakeholder(s) involved in the project. The stakeholder will be in charge of the maintenance and evolution of the software. The duration of each pilot project will be limited in time (3 months avg.) The JRC will schedule the activities of the Adaptor Development Team. Since the resources available are limited, the CISE Stakeholder Group may need to agree on the schedule of the pilot projects. Features The Support Team registers and manages any request using a ticketing system. Request analysis. The JRC works with the stakeholder to gather more information on their status (readiness, legacy system’s status, etc.) and to propose a project plan (including the project schedule). Page 16 of 21  Technical and Operational Support Version 1.0 Project scheduling. The JRC schedules the pilot projects based on the availability of the Adaptor Development Team, the stakeholders’ status and the schedule proposed by the Public Authority. The CISE Stakeholder Group will agree on the schedule if needed. Project development. The Adaptor Development Team designs, develops and tests the CISE services following the requirements of the Adaptor owner, and in coordination with the Node administrator. Testing. Please check the process “Adaptor Integration Tests”. Software release. The JRC will package and officially release the software to the Public Authority. The JRC will provide the source code and the documentation. Category Support/Technical/Adaptor/Deployment, Support/Technical/Adaptor/Test Owner(s) JRC Provider JRC, Adaptor Development Team Business Service Catalogue Business Owner(s) Members of the CISE Stakeholders Group Business Contacts Adaptors owners, Node owners. Service Level Not applicable to JRC for the CISE Transitional Phase. Agreement (SLA) Service Hours Working days from 8.00 to 17.00 (UTC), excluding public holidays. Service Reviews Every three/four months. Security Rating Unclassified Request Node owners and/or adaptors owners shall contact the Support Team at cise- Procedures [email protected] The request shall be submitted at least 3 months before the start of the pilot project. 5.5.3 Sandbox service Name Sandbox service Description To support the development of CISE services, the JRC offers an automatic sandbox service to test the adaptors during the software development process. The service will help adaptor developers to test their software and thus, to ensure the interoperability of their CISE services from early development stages. These tests should be conducted and passed before the adaptor integration tests. The JRC will grant access to the Sandbox service and provide the documentation on the request of the interested stakeholders. This service will start in Q4 2019. Features The Support Team registers and manages the access requests to the sandbox service using a ticketing system. Page 17 of 21  Technical and Operational Support Version 1.0 The JRC provides the remote access to the service to the interested stakeholders. Resources. The Support Team will make available the following resources (documentation, software) thought the EMSA’s collaborative site: • Technical documentation on the sandbox service. Category Support/Technical/Adaptor/Test Owner(s) JRC Provider JRC Business Service Catalogue Business Owner(s) Members of the CISE Stakeholders Group Business Contacts Adaptors owners, node owners. Service Level Not applicable to JRC for the CISE Transitional Phase. Agreement (SLA) Service Hours Access requests will be processed during working days from 8.00 to 17.00 (UTC), excluding public holidays. Maintenance periods will be notified at due time. Service Reviews Every three/four months. Security Rating Unclassified Request To get access to the sandbox server, Node owners and/or adaptors owners shall Procedures contact the Support Team at [email protected] 5.6 Conformity Testing 5.6.1 Node Deployment Tests Name Node deployment tests (SAT test) Description Before entering into production, the CISE nodes shall pass a set of tests to verify the installation of the software components. Therefore, node owners shall request the Support Team to test the node software before connecting it to the CISE network. Support Team will run a set of deployment tests. Features The Support Team registers and manages any request using a ticketing system (JRC). Request analysis. The Support Team will gather additional information from the node administrator on the installation procedure and status. Test design and scheduling. Based on the information provided, the Support Team will propose a set of deployment tests and will agree with the node owner/administrator when the tests will be conducted. Page 18 of 21  Technical and Operational Support Version 1.0 Test execution. During the tests, the node administrators will follow the established procedures to verify that the installation was successful with the support of the Support Team. The Support Team will conduct the tests for two CISE nodes (indicative), as described in the process “Node Deployment”. An automatic verification toolbox will be launched in 2020 to optimise the test processes. Test reporting. At the end of the test process, the Conformity test tool JRC reviews the results from the Compliance test tool and reports the results. Resources. The Support Team will make available the following resources (documentation, software) thought the EMSA’s collaborative site: • Administrator Manual of the CISE Node. • Test procedure and test cases. Category Support/Technical/Node/Test Owner(s) EMSA Provider Support Team Business Service Catalogue Business Owner(s) Members of the CISE Stakeholders Group. Business Contacts Adaptors owners, Node owners. Service Level Not applicable to EMSA and JRC for the CISE Transitional Phase. Agreement (SLA) Service Hours Working days from 8.00 to 17.00 (UTC), excluding public holidays. Service Reviews Every three/four months. Security Rating Unclassified Request The stakeholders should submit a request for testing at least one month in advance Procedures using the email: [email protected] 5.6.2 Adaptor Integration Tests Name Adaptor integration tests (INT test) Description Before entering into production, the CISE services shall pass a set of integration tests to verify their conformity with the interoperability specifications (i.e., the CISE Data and Service models). Adaptor owners shall request the Support Team to test the adaptor software before the connection to the CISE Node. The Support Team will select and run a set of integration tests adapted to the communication patterns supported and the information to be exchanged. Features The Support Team registers and manages any request using a ticketing system. Page 19 of 21  Technical and Operational Support Version 1.0 Request analysis. The Support Team will request additional technical information to the adaptor owner on the CISE services and the technical information of the adaptor. Test design and scheduling. Based on the information provided, the Support Team will propose a set of integration tests and will agree with the Public Authority when the tests will be conducted. Test execution. During the tests, the adaptor owners, with their IT team, will follow the established test procedures with the support of the Support Team. Adaptor owners may also request the support from the node administrator(s). Test reporting. At the end of the test process, the Support Team reviews the results of the tests and reports the results. Category Support/Technical/Adaptor/Test Owner(s) JRC Provider Support Team Business Service Catalogue Business Owner(s) Members of the CISE Stakeholders Group Business Contacts Adaptors owners, Node owners. Service Level Not applicable to EMSA and JRC for the CISE Transitional Phase. Agreement (SLA) Service Hours Working days from 8.00 to 17.00 (UTC), excluding public holidays. Service Reviews Every three/four months, before the CSG meeting. Security Rating Unclassified Request Public Authorities should request at least one month in advance the testing of their Procedures service using the email: [email protected] 6. Periods with only Level-0 Support During the CISE Transition Phase, the Support Team will provide technical and operational support during working days (from 8.00 to 17.00 UTC). The CISE stakeholders will be informed about the holiday periods through the CISE collaborative site. Out of the working days, Level-0 support will be available on the CISE collaborative site. CISE stakeholders can send their support requests to the Single Contact Point at any time. The Support Team will acknowledge and address the requests during working days. 7. Reporting Activities The CISE Stakeholders Group will be informed about: • the support activities carried out by the Support Team and the Adaptor Development Team; Page 20 of 21  Technical and Operational Support Version 1.0 • Statistics on the requests received by the Support Team and their status; • The deployment of new CISE Nodes in the CISE network; • The availability of new CISE services on the CISE Network; • The requests and status of pilot projects. 8. Single Contact Point To request any Technical and Operational support, an email shall be sent to the Single Contact Point for support: [email protected] The Support Team will register the requests in a ticketing system and will acknowledge the reception with the shortest possible delay. The Support team may contact the requestor by e-mail or phone to gather more information. To request more information or any clarification about this document, the CISE stakeholders can send an e-mail to: [email protected] Page 21 of 21 Saatja: Kersti Neeme <[email protected]> Saatmisaeg: esmasp�ev, 17. juuni 2019 14:29 Adressaat: '[email protected]'; VA_eva Koopia: Algis Kokka Teema: FW: Minutes and Technical & Operational Support Report of the 1st CISE Stakeholder meeting on 15 May 2019 Manused: 1st-Stakeholders-Meeting-Minutes-15-MAY-2019.pdf; ANNEX- Technical&Operational-Support.pdf Tere Edastan EMSAlt saabunud materjalid Heade soovidega Kersti Kersti Neeme EV alaline esindus EL juures Sekret�r +32 2227 4342 Rue Guimard 11/13, 1040 Br�ssel From: Esindus EL juures �ldaadress <[email protected]> Sent: Monday, June 17, 2019 12:49 PM To: Kersti Neeme <[email protected]> Subject: FW: Minutes and Technical & Operational Support Report of the 1st CISE Stakeholder meeting on 15 May 2019 From: VEGA MUNOZ Beate (EMSA) <[email protected]> On Behalf Of BAL Leendert (EMSA) Sent: esmasp�ev, 17. juuni 2019 12:31 To: [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; Esindus EL juures �ldaadress <[email protected]>; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; ECONOMOU Christos (MOVE.DDG1.D.2) <[email protected]>; [email protected]; MEERSMAN Bartel (JRC.B.7) <[email protected]>; [email protected]; [email protected]; [email protected]; [email protected] Cc: LURASCHI Gianluca (EMSA) <[email protected]> Subject: Minutes and Technical & Operational Support Report of the 1st CISE Stakeholder meeting on 15 May 2019 Dear Sir / Madam, Please find attached a copy of the minutes of the 1st CISE Stakeholder Meeting together with the Technical and Operational Support. The meeting presentations can be downloaded at the following URL: http://emsa.europa.eu/workshops-a- events/188- workshops.html Best wishes, Bea Vega Munoz Administrative Assistant Operations EMSA / Pra?a Europa 4 / 1249-206 Lisbon / Portugal Tel +351 21 1209 417 / Fax +351 21 1209 483 [email protected] / emsa.europa.eu