The GGUS support structure is organized into three main levels and additional levels, each with specific responsibilities and specialized subunits:
1st Level - TPM Subunit
- TPM (Ticket Processing Management): TPM is the 1st Line Support in GGUS. Users can bypass the TPM if they have good knowledge about where the problem is, otherwise this is the first point of contact for users.
2nd Level:
- EGI Services: Focuses on issues related to EGI Infrastructure and services
- NGI/ROC: Large group of Support Units including region-specific NGI/ROC support and all Tiers of WLCG Sites: Tier-0,1,2.
- WLCG: WLCG Support groups
- VO Support: List of VO Support units to address vo specific questions and requests.
3rd Level
- Experts: These Support Units providing support from WLCG software experts. The submission of the tickets to this level is limited for special roles.
Additional Support Levels
- Other Projects
- Other Infrastructures
- CMS Support Units