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.
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
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
The OSG Grid Operation Center
provides emergency assistance
via phone support.
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.
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.
If you came to this page from an Installation or a HowTo document in this Twiki, then follow instructions in the Troubleshooting
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
to your support inquiry.
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:
The Grid Operations Center is available to coordinate users, site admins and developers around an issue and additionally provide basic monitoring and troubleshooting.
- For emergencies the OSG Grid Operation Center provides extended support. Operators are on hand 24x7 at the GOC and can be reached via:
- Phone +1 317-278-9699
- Email email@example.com
- 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.
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 firstname.lastname@example.org
; and site administrators should subscribe to this list. There are training events or face to face meetings of site administrators, roughly quarterly.
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 email@example.com
, where several very experienced folks tend to lurk.
All the administrators of OSG or ITB resources must subscribe to osg-sites@opensciencegrid
.org to receive important communications. It is also recommended to subscribe to firstname.lastname@example.org
and other lists to learn tips and tricks and to exchange knowledge with fellow OSG members. Common use-cases:
Below are some other important lists.