1. EGEE-III INFSO-RI-222667 Enabling Grids for E-sciencE www.eu-egee.org EGEE and gLite are registered trademarks User Support for Distributed Computing Infrastructures Torsten Antoni KIT - Karlsruhe Institute of Technology antoni@kit.edu

2. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 2 User support is: Application integration and support User education Simple access to a broad range of information Day-to-day support for the users of grid data, compute, networking and VO specific services

3. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 3 From EGEE to EGI EGEE is a monolithic Project including –Operations –Middleware development and testing –User community services EGI will be much more heterogenous –One slim central project  Coordinating operations in 40+ NGIs  Developing and maintaining central tools  Collaborating with external projects Middleware development User community services

4. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 4 EGEE user support Global Grid User Support (GGUS) is the EGEE support infrastructure for grid users, deployment and operation problems It does not substitute but integrate existing infrastructures and coordinates support efforts “Regional support with central coordination“ GGUS widely accepted and used throughout the project

5. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 5 Current user support model RC A RC B RC C RC A RC B RC C GGUS ROC C ROC B ROC N RC A RC B RC C TPM VO TPM C VO TPM B VO TPM A Middleware support Middleware support Middleware support Deployment support Middleware support Deployment support VO Support C VO Support B VO Support A Middleware support Middleware support Middleware support ROC C ROC B ROC N Network Support ENOC/OPN COD CIC Portal NGIs EMI / IGE / others VRCs

6. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 6 User support in EGI (Central) effort for user support will be reduced 40 NGIs instead of 12 ROCs Regional support becomes more important Automation becomes more important Support has to span various projects –EGI-InSPIRE –EMI –NGIs –(SSCs) / VRCs

7. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 7 General workflow First Line Support MW Support Operations Support Community Applications Support Second & Third Level Support

8. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 8 Workflow for global VOs GGUS Central First Line Support Second & Third Level Support Regional First Line Support Auto- mation Direct assignment Interfaces Left-overs

9. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 9 Alternative workflow for regional VOs GGUS Central First Line Support Second & Third Level Support Regional First Line Support Interfaces Regional Second/Third Level Support

10. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 10 Workflow for Middleware issues GGUS MW Unit PT 1 PT 2PT n PT 2PT n 1st Level 2nd Level 3rd Level

11. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 11 Workflow for community services GGUS User Community Services UC 1 UC 2UC n UC 2UC n 1st Level 2nd Level 3rd Level

12. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 12 Issues and challenges NGIs are the building blocks of EGI –Variations in readiness –Quality of support Sustainability –Business model Interaction with other projects –Middleware providers –User communities –SLAs important Common tools necessary

13. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 13 Integrated support for European DCIs EGI DANTE PRACE…………

14. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 14 Integrated support for European DCIs GGUS allows the integration of support functions from other projects and infrastructures to be presented to the user They will have a single point of contact to resolve any problem with their resource provider Users will be able to access support from different DCI providers through one contact point Such integration provides for closer integration of European e-Infrastructures

15. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 15 Integrated support for European DCIs GGUS EGI DANTE PRACE…………

16. Enabling Grids for E-sciencE EGEE-III INFSO-RI-222667 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 16 Conclusions User support activity well preapred for EGI Resources are limited –Common central tools across the projects needed –Regionalised vs. Regional  E.g. regionalised helpdesk run centrally EGI needs to develop business model to guarantee sustainability Consolidation important –If possible use what‘s around