• Work Areas
• Applications
• Data Management
• VO
• Middleware
• Security
• Support
  • Support Plan
  • First/Second Level Sup.
  • site visit
• Monitoring
• Management

Support

An essential part of any infrastructure is a well-working and well-organized support mechanism. At the university computing centres, there is usually a helpdesk, which takes care of the problems of the individual users. In a grid infrastructure, users are organized in VOs, which in turn span across many institutions. Both the individual users and the VO managers will need specialized support. In addition, also the grid site operators will be in need of specific support and in turn will have to participate in the support of their users.
In this WP we will investigate various support mechanisms and will define the organization of the Swiss grid support services. We have a lot of experience to draw from through the various international projects that some of the project partners have been participating in, most notably the EGEE project. We will evaluate and adapt these existing support mechanisms to the Swiss environment.
WP6 will define the support operations, its auxiliary services (like web pages, wikis, ticketing systems, etc), the various support teams and how they are to be operated and staffed, and will start setting up the first components.