Second level support is provided through the Deployed Middleware Support Unit (DMSU) for software services comprising the EGI Core, Cloud and Community platforms. Second level support deals with configuration and deployment issues or suspected software defects. In case a software defect is indeed confirmed, the ticket is reassigned to the appropriate 3rd level support unit to fix. Otherwise, the issue is resolved at 2nd level.

The purpose of the DMSU team work is twofold: to find solution to problems which do not require changes in code, documentation, ... (whatever is released by the TP), and to provide thorough analysis, yielding well-specified bug report otherwise.

The team also carries sufficient expertise to provide emergency fixes to the software problems in the unlikely case the TP fails to deliver, for whatever reason.

Known Error Data Base

The KEDB provides a central database for Known Errors, namely identified problems for which an underlying cause has been identified already and a workaround is available. It is jointly maintained by DMSU and EGI Operations by following the procedure



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