FAQ FOR NGI UK SUPPORT UNIT
Responsible Unit: NGI UK
Helpdesk: GGUS (Operations Helpdesk by TPM)
What is the purpose of the NGI UK Support?
To manage tickets assigned to the NGI_UK.
For which components does NGI UK provide support?
The SU will attempt first line support for all components in response to tickets from UK sites and users.
Which quality of service (QoS) will you provide?
Who will assign tickets to NGI UK Support?
TPM, ROD, and alarm tickets for UK sites.
Are tickets typically solved in NGI UK Support or reassigned elsewhere?
Tickets are typically reassigned to UK sites or services.
Who is responsible for NGI UK Support?
John Kewley john.kewley <at> stfc.ac.uk
What documentation is available on NGI UK Support?
Internal documentation only.
What is the usual "Type of Issue" for the tickets of NGI UK?
What if I have questions which are not dealt with by this FAQ?
Raise a ticket and assign it to the NGI_UK SU.