- Who do I contact to get user support for the EMI middleware components?
- How is my request managed?
- How do I submit a ticket?
- Is the release I installed still supported?
The person responsible for EMI support is: Mathilde Romberg: m.romberg(AT)fz-juelich.de
Once you enter your request in the form of a trouble ticket, the GGUS team and the helpdesks run by its national partners (the NGIs) is the first line of support. If they can handle it, you will get a direct answer.
If not, the ticket is forwarded to Deployed Middleware Support Units (DMSU). They offer more specialized skills and will be able to answer most of the requests. This structure is part of EGI.
Should your request need special attention, the DMSU forwards it directly to the development layer. EMI comes into action at this point.
Only the two most recent major releases are eligible for support. Within a major release, only the latest version of a component is supported. Extraordinary support will be evaluated on a case-by-case basis.