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FAQ FOR Gridsite SUPPORT UNIT
- Responsible Unit
- GGUS (Operations Helpdesk by TPM)
What is the purpose of the Gridsite Support?
The purpose of the Gridsite Support Unit is to handle tickets assigned to it through the GGUS system. These tickets can originate from users or from operations.
For which components does Gridsite provide support?
The Gridsite Support Unit is going to deal with problems regarding the Gridsite library.
Which quality of service (QoS) will you provide?
Who will assign tickets to Gridsite Support?
Tickets will be typically re-assigned by other support units who have traced causes for reported problems to the Gridsite library. In exceptional situations where the cause for the problem is obvious, tickets may also by assigned directly by DMSU.
Are tickets typically solved in Gridsite Support or reassigned elsewhere?
Provide early response and handle incoming tickets, either by resolving them or by re-assigning to another Support Unit should the cause for the reported probelm be traced to a product outside the scope of Gridsite Support.
Who is responsible for Gridsite Support?
EMI's CESNET Security Product Team is responsible for providing support for Gridsite.
What documentation is available on Gridsite Support?
Support for Gridsite within the Gridsite Support Unit is provided by members of the responsible product team. No specific support documentation is required.
What is the usual "Type of Issue" for the tickets of Gridsite?
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 Gridsite team.
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