Running a support center

Purpose of Support Centers

Open Science Grid has implemented a distributed structure of support among the Virtual Organizations (VO), Resource Providers (RP), Grid Service and Technology Providers, and the OSG Grid Operations Center. Operational support of users and VO workload is the responsibility of the VOs, provided through designated Support Centers. Each support center helps an indentified set of VOs' resource administrators. Support Centers must be registered as part of the OSG Operations.

Related links:

• Current list of Support Centers registered with OSG
• Grid Operations and Support

How to form a Support Center

A VO or a group of VOs will need to form a Support Center to act as operational support. It is up to the VO(s) to organize this.

• Register your Support Center with OSG. (Instructions)

What OSG expects from a Support Center

• Register your Support Center with OSG.
• Join the osg-operations@opensciencegrid.org mailing list. (Instructions)
• Send a representative to the weekly operations telephone conference call . Ops Meeting Notes and Agendas
• Add information or links to VO specific information page to document your support-related policies and practices for your users
• Create an account on the Footprints OSG ticket system. (Optional)
• Respond to problem reports or problems identified by the Grid Operations Center and assigned to you for resolution.
• Track your problems in the Footprints ticket system.

How to interact with the VO(s) you support

When a user encounters a problem or has a question, the user should contact her VO Support Center or the Grid Operations Center.

• Find you support center contact information here: Current list of Support Centers registered with OSG
• User information for VOs can be found here: https://twiki.grid.iu.edu/twiki/bin/view/VO/WebHome, if your VO does not have a page please contact them and ask them to create/update this page.

How to interact with resources that your VO(s) use

• Interaction at resource level is determined by the VO. Please contact your VO representative for more information.

How to interact with the Grid Operations Center (GOC) and other Support Centers

Problem reports or problems identified by the Grid Operations Center are assigned to the appropriate Support Center for resolution.

• Login to OSG ticket system (if you have Footprints account)
• To report a problem to the GOC, send an email to goc@opensciencegrid.org.
• List of Support Centers and problem reporting addresses
• Summary of Current Grid Operations Center Open Trouble Tickets

-- AnneHeavey, RobQuick? - Oct 2007
-- MarciaTeckenbrock - 05 Dec 2007: Fixed OSG.org link