Middleware FAQs Middleware FAQs

You can find more specific support on a particular component by interacting with the legacy support provided by the middleware the component belonged to:

► ARC FAQs

► dCache FAQs

► gLite FAQs (Troubleshooting)

► gLite FAQs (Operations)

UNICORE FAQs

EMI User Support FAQs EMI User Support FAQs

Index

  1. Who do I contact to get user support for the EMI middleware components?
  2. How is my request managed?
  3. How do I submit a ticket?
  4. Is the release I installed still supported?

1. Who do I contact to get user support for the EMI middleware components?

EMI is cooperating with EGI to provide user support for middleware components. The EGI helpdesk (GGUS) is the entry point for user support requests.

The person responsible for EMI support  is: Mathilde Romberg: m.romberg(AT)fz-juelich.de

2. How is my request managed?

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.

3. How do I submit a ticket?

You can submit a ticket from the GGUS Submit Ticket web page or by email. Please find more information on the GGUS web site.

4. Is the release I installed still supported?

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.