MS403: EGI Helpdesk and the NGI Support Units

Description of the operational procedures and NGI support units within the production infrastructure including the network support provided in EGI through its service providers.

Introduction

Technical Infrastructure
- Central helpdesk 
- NGI support infrastructure
- Community/application support tools
- Middleware support tools
- Network support tools

Support procedures
- Global support units and processes
- NGI support units and processes
- Community/application support  	
- Middleware support units and processes
- Network support units and processes	

Summary and outlook