FAQ FOR ROC Canada SUPPORT UNIT
Responsible Unit: ROC Canada
Helpdesk: GGUS (Operations Helpdesk by TPM)
What is the purpose of the ROC Canada Support?
The purpose of the ROC Canada support group is to provide support for operations and user issues to the Canada and wider EGI communities, process tickets coming from the local support mailing list as well as tickets assigned through the GGUS interface.
For which components does ROC Canada provide support?
We support users and site administrators for all components and services deployed in ROC_Canada.
Which quality of service (QoS) will you provide?
Who will assign tickets to ROC Canada Support?
Users, TPM or COD.
Are tickets typically solved in ROC Canada Support or reassigned elsewhere?
Tickets are usually solved in ROC_Canada, unless the tickets are irrelevant to ROC_Canada.
Who is responsible for ROC Canada Support?
TRIUMF Tier-1 centre is hosting the ROC infrastructure and services. The ROC operations are shared in Canada by Grid computing personnel from Alberta, SFU, Toronto, TRIUMF and Victoria.
What documentation is available on ROC Canada Support?
All documentation for ROC Canada is available at ROC Canada web pages: http://roc.triumf.ca/
What is the usual "Type of Issue" for the tickets of ROC Canada?
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 ROC Canada team.