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FAQ FOR ARC SUPPORT UNIT
- Responsible Unit
- GGUS (Operations Helpdesk by TPM)
What is the purpose of the ARC Support?
Within the European Middleware Initiative user support for ARC components is done through GGUS support units. This support unit is taking care of ARC components developed and maintained within EMI, namely: ARC compute element and clients, including security utilities, container, corresponding information system components and the GridFTP server, as well as corresponding libraries. This support unit is part of third level user support (EMI). It processes incoming tickets by analysing them and assigning it to the respective section in ARC bug tracker, or re-assigning it to the EMI support unit for further processing.
For which components does ARC provide support?
For which components do you provide support?
Which quality of service (QoS) will you provide?
Who will assign tickets to ARC Support?
It gets forwarded from the EGI Deployed Middleware Support Unit (DMSU) or the EMI Support Unit; direct issue reporting by individual customers is also anticipated.
Are tickets typically solved in ARC Support or reassigned elsewhere?
Who is responsible for ARC Support?
EMI ARC user support team and ARC experts
What documentation is available on ARC Support?
What is the usual "Type of Issue" for the tickets of ARC?
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 ARC team.
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