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User Support for Distributed Computing Infrastructures

User Support for Distributed Computing Infrastructures. Torsten Antoni KIT - Karlsruhe Institute of Technology antoni@kit.edu. User support is:. Application integration and support User education Simple access to a broad range of information

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User Support for Distributed Computing Infrastructures

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  1. User Support for Distributed Computing Infrastructures Torsten Antoni KIT - Karlsruhe Institute of Technology antoni@kit.edu

  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 User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala

  3. From EGEE to EGI User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala • 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. EGEE user support User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 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. Current user support model ROC C ROC B RC A VO Support C ROC N RC A VO Support B RC A VO Support A RC B RC B RC B GGUS RC C RC C VO TPM C RC C ROC C VO TPM B ROC B ROC N VO TPM A CIC Portal COD Deployment support Middleware support Deployment support Network Support TPM Middleware support Middleware support Middleware support Network Support ENOC/OPN Middleware support Middleware support Middleware support NGIs VRCs NGIs EMI / IGE / others User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala

  6. User support in EGI User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala • (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. General workflow First Line Support MW Support Operations Support Community Applications Support Second & Third Level Support User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala

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

  9. Alternative workflow for regional VOs GGUS Regional First Line Support Interfaces Central First Line Support Regional Second/Third Level Support Second & Third Level Support User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala

  10. Workflow for Middleware issues GGUS MW Unit 1st Level 2nd Level 3rd Level PT 1 PT 2 PT n PT 1 PT 2 PT n User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala

  11. Workflow for community services GGUS User Community Services 1st Level 2nd Level 3rd Level UC 1 UC 2 UC n UC 1 UC 2 UC n User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala

  12. Issues and challenges User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala • 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. Integrated support for European DCIs PRACE EGI … … … … DANTE User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala

  14. Integrated support for European DCIs User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala 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. Integrated support for European DCIs GGUS PRACE EGI … … … … DANTE User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala

  16. Conclusions User Support for DCIs | T. Antoni | EGEE User Forum | Uppsala • 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

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