OSG User and Virtual Organization Support

1
OSG User and Virtual Organization Support

• Rob Quick
• 11 September 2006
• GridWorld

2
Support Mechanisms in OSG

• Support Centers
• VO Support Centers
• Resource Support Centers
• Service Support Centers
• Middleware Support Centers
• Community Support
• OSG - Grid Operation Center
• Operations Support
• Support for Virtual Organizations

3
Logical Support Model
4
VO Support Centers

• User Support
• VO Users Contact their VO support center to begin
  the troubleshooting process
• Problems are routed by the OSG-GOC to the
  responsible Support Center if problem moves
  outside the VO
• Support Documents should be made available from
  VO Support Center and recorded on the OSG Twiki
  along with VO policy
• Local Ticketing Systems for some VOs
• Resources Support
• VO Support Centers can support OSG resource
  administrators with VO specific issues
• Application Support
• Application questions go directly to the VO
  Support Center for routing/troubleshooting

5
Resource Support Centers

• Not all OSG Resources are serviced by VO Support
  Centers
• These support centers are responsible for
  multiple resources.
• Usually geographically or institutionally
  situated
• Example fGOC (Florida GOC)
• Some UFL, FIU, and FS resources

6
Service Support Centers

• Provide Support for Grid Services
• Currently all critical OSG services supported by
  the Grid Operations Center (GOC)

7
Middleware Support Centers

• Support Middleware Software
• Serves as a place for all middleware related
  issues
• VOs and other support centers are provided with a
  path to the middleware representatives
• Weekly office hour and independent trouble ticket
  system
• Responsible for patches/upgrades that directly
  affect the middleware stack
• Interact with the OSG Grid Operations Center when
  a critical patch needs to be pushed to the OSG

8
Community Support

• What about everyone else?
• Open Community Support
• Voluntary Participation
• Community Chat Room
• Mailing List
• Web Documentation

9
Operations Support

• OSG Grid Operations Center (GOC)
• Centralized Grid Services
• Monitoring Tools (MonALISA, GridCat)
• Resource Information Tools (VORS, BDII)
• Centralized Trouble Ticketing
• Interaction with Peering Grids (EGEE/TeraGrid)
• Communication Hub
• Software Packaging
• Documentation of Operations Information
• Security Response
• Keeps Definitive Contact Directory for VOs,
  Resources, and Support Centers
• Releasing Critical Patches/Upgrades to OSG

10
Physical Support Model
11
Conclusion

• The goal of the OSG support model is to provide
  OSG users and resources with rapid responses to
  reported issues.
• Each VO supports their own users and resources.
• There is an OSG Grid Operations Center for
  coordination and routing of issues along with
  critical infrastructure components.