FAQ FOR NGI_IBERGRID SUPPORT UNIT
Responsible Unit: NGI_IBERGRID
Helpdesk: GGUS (Operations Helpdesk by TPM)
What is the purpose of the NGI_IBERGRID Support?
NGI_IBERGRID support deals with operations related to resources that reside inside the Iberian region, and to the resources made available through the Spanish and Portuguese National Grid Initiatives to EGI. The support group monitors the state of the IBERGRID infrastructure using the tools provided by both EGI and IBERGRID.
For which components does NGI_IBERGRID provide support?
We support users for all services deployed in NGI_IBERGRID.
Which quality of service (QoS) will you provide?
Who will assign tickets to NGI_IBERGRID Support?
EGI user communities and EGI bodies (TPM, COD, ...) can assign tickets to NGI_IBERGRID through GGUS. Regional users can also assign ticket to NGI_IBERGRID via the local ticketing system.
Are tickets typically solved in NGI_IBERGRID Support or reassigned elsewhere?
Tickets are solved within the NGI_IBERGRID region or reassigned elsewhere if the source of the problem is outside of the support unit scope.
Who is responsible for NGI_IBERGRID Support?
NGI_IBERGRID operations managers and deputies. Check NGI IBERGRID staff at GOCDB
What documentation is available on NGI_IBERGRID Support?
A wiki is already in place to address operational problems (https://web.lip.pt/wiki-IBERGRID/). Site administrators will have to register that wiki in order to access to the information.
What is the usual "Type of Issue" for the tickets of NGI_IBERGRID?
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_IBERGRID team.