How to Get Help

About this Document

This page is aimed at OSG site administrators looking for support. Help for users of OSG is found in User Help.
  • If you are looking for documents you'll find an overview of the OSG documentation in the next section.
  • If you have been sent here from a technical document look at the Information Required to Help You section and choose your preferred VO or OSG support channel listed below.
  • For other cases, find the appropriate section below.

OSG Documents

There are documents targeting from the novice to the experienced user or site administrator. For users, a list of available documentation is on the User Navigation Page.

On the OSG Web Site you can find pointers to technical documentation, monitoring, events and general information. The OSG Twiki is the main documentation hub.

For information about the current software, refer to the main page of the specific OSG software release, e.g. OSG 1.2 or Release3.

If you are looking for information and examples on bringing up a cluster from scratch, you should look at the Tier 3 guide.

Site Administrator Resources

If you are having trouble in installing and configuring OSG resources, you can get support coming to the Campfire web chat or sending an email to one of our mailing lists or by joining the IM chat. If the problem is a bug or some unresponsive resource, you may also open a ticket about it.

The OSG Grid Operation Center provides emergency assistance via phone support.

Security incident

Security incidents can be reported by following the instructions on the Incident Discovery and Reporting page. Additional steps to aid in the incident handling process are also linked from that page.

Release Specific Notes

The Release Web contains documents about the current release and is a good starting point for site administrators installing a Compute Element or a Storage Element.

Information Required to Help You

If you came to this page from an Installation or a HowTo document in this Twiki, then follow instructions in the Troubleshooting and Debugging sections of the document and include results in your support inquiry, no matter which channel you choose (email, trouble ticket, web chat, ...)

For problems with installation of some Open Science Grid software run osg-system-profiler:

$> osg-system-profiler

And attach osg-profile.txt to your support inquiry.

VO Resources

The following lists some OSG VOs that provide support and/or community forums for their members. Individual VOs can list here links and contact information for their VO support. If your VO provides user support, that should be a user's first line of support because the VO is most familiar with your applications and requirements. If not, below there are OSG support resources.

The list of support contacts for OSG VOs can be found in the Support Center Tab on MyOSG. The following sections provide additional support resources from some VOs.



Community support model. Here are some resources:


OSG Contacts

Grid Operations Center

The Grid Operations Center is available to coordinate users, site admins and developers around an issue and additionally provide basic monitoring and troubleshooting.

Trouble Tickets

Emergency Assistance

  • For emergencies the OSG Grid Operation Center provides extended support. Operators are on hand 24x7 at the GOC and can be reached via:
    • person Phone +1 317-278-9699
    • mail Email
    • Non-emergency issues can be opened 24x7 but will be handled during normal business hours.


  • The operations blog contains information about recent software releases, and important outage and maintenance notifications of central OSG services.


OSG Sites Coordination

The Sites Coordination? group coordinates and facilitates the deployment OSG software to the sites and provides support and training to the OSG site administrator community. Site coordination meets (via telecon) on a monthly basis, Thursdays, usually on the second Thursday of the month, at 11am Central. Announcements will be made to; and site administrators should subscribe to this list. There are training events or face to face meetings of site administrators, roughly quarterly.

Chat support

The Site Coordination group provides regular office hours support available weekly on a regular schedule using a Campfire Web chat. The web chat is mainly targeting Site support but any OSG user is welcome to connect to receive support.
  • Here? you can find the current schedule
  • Click here to connect to the chat as a guest
  • You can request also login access to be able to see transcripts of previous sessions

If you prefer a Jabber chat room instead of the web based you can connect to, where several very experienced folks tend to lurk.

Email Lists for Support

All the administrators of OSG or ITB resources must subscribe to to receive important communications. It is also recommended to subscribe to and other lists to learn tips and tricks and to exchange knowledge with fellow OSG members. Common use-cases:

Other Important Mailing Lists

Below are some other important lists.

List Name Information Audience
OSG-VO-FORUM Representatives of all Virtual Organizations in OSG
OSG-GENERAL Community support for OSG members, administrators and users
OSG General OSG discussion; Newsletter distribution list. Receives notifications of training workshops and other community activities.
OSG-OPERATIONS Operations activities. Receives notifications also present in the operations blog.
OSG-ACCOUNTING-INFO Daily, weekly, monthly accounting reports. An important tool for reliability metrics and site usage.


Topic revision: r15 - 06 Dec 2016 - 18:12:41 - KyleGross
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