FAQ FOR NGI_CZ SUPPORT UNIT
Responsible Unit: NGI_CZ
Helpdesk: GGUS (Operations Helpdesk by TPM)
What is the purpose of the NGI_CZ Support?
The aim of NGI_CZ support unit is to deal with all kind of issues related to operations of grid sites in Czech Republic. The operational tickets raised with the use of tools like Operations Dashboard as well as users' tickets related to site operations in Czech Republic should be addressed to NGI_CZ support unit.
For which components does NGI_CZ provide support?
We provide support for all components and services deployed in the NGI_CZ -- site-level services (CE, SE), services we are running for VOCE and Auger VOs (WMS, LB, VOMS, MyProxy), NGI-level services (Nagios, dashboard, RT ticketing system).
Which quality of service (QoS) will you provide?
Who will assign tickets to NGI_CZ Support?
The operational tickets raised with the use of tools like Operations Dashboard as well as users' tickets related to NGI_CZ sites should be addressed to NGI_CZ support unit in GGUS (which is directly connected with national RT ticketing system) or can be send via email support <at> metacentrum.cz.
Are tickets typically solved in NGI_CZ Support or reassigned elsewhere?
Ticket handling for NGI_CZ is done at NGI_CZ request tracking system, which can be used via web interface https://rt3.cesnet.cz/rt, GGUS interface (NGI_CZ support unit) or via email.
Who is responsible for NGI_CZ Support?
Support for is provided by the 1st-line support and ROD team, official support address is support <at> metacentrum.cz.
What documentation is available on NGI_CZ Support?
The documentation for NGI_CZ can be found at https://www.metacentrum.cz
What is the usual "Type of Issue" for the tickets of NGI_CZ?
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_CZ team.