Technical Information

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The support model in EGEE can be captioned "regional support with central coordination" and is based on the GGUS system. Users can submit a support request at the central GGUS (Global Grid User Support) portal via a web form or Email, or at their Regional Operations' Center (ROC) or their Virtual Organisation (VO). Within GGUS there is an internal support structure for all support requests. The ROCs, VOs and other project-wide groups such as the Core Infrastructure Center (CIC), middleware groups (JRA), network groups (NA), service groups (SA) are connected to the central integration platform provided by GGUS.

This central helpdesk keeps track of all service requests and assigns them to the appropriate Support Units.