Responsible Unit: NGI_DE

Helpdesk: GGUS (Operations Helpdesk by TPM)

What is the purpose of the NGI_DE Support?

The aim of NGI_DE helpdesk is to deal with all kind of issues related to operations of grid sites in Germany. The operational tickets raised with the use of tools like Operations Dashboard as well as users' tickets related to site operations in Germany should be addressed to NGI_DE support unit.

For which components does NGI_DE provide support?

We support users and site administrators for all components and services deployed in NGI_DE

Which quality of service (QoS) will you provide?


Who will assign tickets to NGI_DE Support?

All GGUS tickets assigned to NGI_DE helpdesk either by TPM or directly by the users will be duplicated to the NGI_DE helpdesk. Many tickets are also opened directly into the NGI_DE helpdesk.

Are tickets typically solved in NGI_DE Support or reassigned elsewhere?

Tickets are usually solved within NGI_DE helpdesk, changes are synchronized to original GGUS ticket.

Who is responsible for NGI_DE Support?

NGI_DE operations manager Torsten Antoni, NGI_DE user support manager Sabine Reißer

What documentation is available on NGI_DE Support?

Helpdesk https://helpdesk.ngi-de.eu/

What is the usual "Type of Issue" for the tickets of NGI_DE?



No comments.

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_DE team.