User Support for LCG1

1
User Support for LCG-1

• Should provide direct user support
• Helpdesk, problem reporting by web, email, phone
• Tied in to local support infrastructure at (Tier
  0-2/3?) sites
• Tied in to Grid Operations Centre
• Needs good problem tracking system tool
• Eventually should be a distributed organisation
  initially at 1 or 2 sites?

2
User Support Working Group

• Mandate
• Define the initial LCG-1 user support model,
  including
• Define the scope of responsibilities for a user
  support group serving LCG-1,
• Define acceptable user expectations (or service
  level agreements), including the framework within
  which to implement these,
• Propose sites to run the LCG-1 user support
  service

3
Membership

• Timeline Report in March
• Chair
• Technical Assistant
• Members