Responsible Unit: NGI_PL

Helpdesk: GGUS (Operations Helpdesk by TPM)

What is the purpose of the NGI_PL Support?

Polish NGI is responsible for coordinating the delivery of grid resources and services within Poland. One of the key aspect of service delivery is to provide support to users and operations. The aim of the NGI_PL Support Unit is to allow and implement such support.

For which components does NGI_PL provide support?

We support all components and services deployed in the Polish NGI. In particular site-level services (CE, SE, etc.), NGI-level services (Polish NGI nagios, accounting), vo.plgrid.pl services, core grid services and PL-Grid project services (PL-Grid web page, Portal).

Which quality of service (QoS) will you provide?


Who will assign tickets to NGI_PL Support?

The operational tickets raised with the use of tools like Operations Dashboard as well as users' tickets related to Polish sites should be addressed to NGI_PL support unit.

Are tickets typically solved in NGI_PL Support or reassigned elsewhere?

All tickets assigned to the NGI_PL by GGUS will be redirected to the Polish ticket tracking system and there assigned to right experts. Incorrectly assigned tickets are routed back to GGUS TPM.

Who is responsible for NGI_PL Support?

The person responsible for NGI support is Tadeusz Szymocha

What documentation is available on NGI_PL Support?

It is partially available as a technical documentation for PL-Grid Helpdesk containing e.g. statuses and allowed transitions between them. Note this is in Polish. Direct documentation for operation of NGI_PL Support unit is being created. http://www.plgrid.pl/

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



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_PL team.