Technical Support

Who do you call ?

SAGrid provides technical support at a user, application and site service level to the project beneficiaries, via the relevant issue tracker and mailing lists. Note, this techncial support is specifically for grid services and user-related issues, such as access, credentials, etc. SAGRid does not explicitly give application-specific support via the tracking system, however such issues can be discussed on various mailing lists described below. For issues which are not directly related to, or not supported by SAGrid site operations experts, users can request support from GILDA.

Using SAGrid support

SAGrid operations are supported by a single team of experts distributed around the sites. Interaction with this team is done via the issue tracking system at http://ops.sagrid.ac.za

When things go wrong, or when tasks are required to be performed by the operations team, users can submit tickets to this system :

1. Register to the website at https://ops.sagrid.ac.za/trac/ops/register
2. log in with your credentials once they have been sent to you after approval by the SAGrid coordinator
3. submit a new ticket ( https://ops.sagrid.ac.za/trac/ops/newticket ) with the relevant parameters. Note : use the "BrainDrain/XXX" component to identify your issue.
4. If you require a new component to address a particular kind of problem, write to sagid-ops.at.lists.sagrid.ac.za to make the request.

Using GILDA support

GILDA provides support through a similar tracking system at http://gilda-support.ct.infn.it/ Use this support system after registering to request help with any issues arising while using the GILDA t-Infrastructure.

Any other techincal issues

For any other techincal issues , or for technical discussion, you can write to the SAGrid operations mailing list : sagrid-ops.at.sagrid.ac.za

-- BruceBecker - 15 Jul 2009