FAQ FOR NGI_AEGIS SUPPORT UNIT
Responsible Unit: NGI_AEGIS
Helpdesk: GGUS (Operations Helpdesk by TPM)
What is the purpose of the NGI_AEGIS Support?
NGI_AEGIS support unit purpose is to deal with all kind of issues related to operations of grid sites in Serbia. User’s tickets related to site operations in Serbia as well as the operational tickets raised with the use of tools like Operations Dashboard should be addressed to the NGI_AEGIS support unit.
For which components does NGI_AEGIS provide support?
We provide support to users and site administrators for all components and services deployed in NGI_AEGIS.
Which quality of service (QoS) will you provide?
Who will assign tickets to NGI_AEGIS Support?
Ticket can reach NGI_AEGIS support unit through the GGUS ticketing system, or through the NGI Helpdesk available at: http://helpdesk.aegis.rs/.
Are tickets typically solved in NGI_AEGIS Support or reassigned elsewhere?
Tickets are solved within the NGI_AEGIS Helpdesk, and all changes are synchronized with original GGUS tickets.
Who is responsible for NGI_AEGIS Support?
From managerial point of view, NGI_AEGIS operations managers are responsible for providing the appropriate support.
What documentation is available on NGI_AEGIS Support?
All information is available at: http://www.aegis.rs/
What is the usual "Type of Issue" for the tickets of NGI_AEGIS?
What if I have questions which are not dealt with by this FAQ?
Open a GGUS ticket indicating that it should be directed at the NGI_AEGIS team.