FAQ FOR NGI_IT SUPPORT UNIT
Responsible Unit: NGI_IT
Helpdesk: GGUS (Operations Helpdesk by TPM)
What is the purpose of the NGI_IT Support?
The purpose of the NGI_IT support unit is to deal with all kind of issues related to operations of grid sites and services in the Italian NGI (IGI). A national xoops/xhelp based help desk system is currently in use within IGI and it is interfaced with GGUS.
For which components does NGI_IT provide support?
We support users and site administrators for all components and services deployed in the Italian NGI (IGI)
Which quality of service (QoS) will you provide?
Who will assign tickets to NGI_IT Support?
All GGUS tickets assigned to NGI_IT SU either by TPM or directly by the users will be redirected to the Italian Ticketing System. However most tickets are usually opened directly into the Italian ticketing system.
Are tickets typically solved in NGI_IT Support or reassigned elsewhere?
No, they will be redirected to the Italian Ticketing System where they will be assigned to the appropriate SU
Who is responsible for NGI_IT Support?
From the managerial point of view the responsibles are the NGI_ IT operations managers Luciano Gaido and Doina Cristina Duma. Diego Michelotto and Sergio Traldi are the supervisors of IGI support activities that involve many grid experts acting as first line supporters.
What documentation is available on NGI_IT Support?
What is the usual "Type of Issue" for the tickets of NGI_IT?
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_IT team.