Getting support

Introduction

Support on Fed4FIRE is done through the Google group: fed4fire-experimenters (http://groups.google.com/group/fed4fire-experimenters).

On the front page of that group, we organize the most interesting threads in a couple of categories for easy access. There is also a search engine to search through all posts.

You can freely browse the threads.

Subscribers of the list are experimenters, testbed operators, developers, ...

Post a question

For posting a question, you can send an email to fed4fire-experimenters@googlegroups.com or post them through the web interface (this latter only works if you are joined with a google account). Posts of non-members need approval from an administrator. You can subscribe to the group (see below), which makes that you receive other posts too and that your emails get through without administration approval.

Please use a subject for the topic that summarises your question well. You will get faster response and it will be easier for other people to search the forum.

First level support monitoring

At https://flsmonitor.fed4fire.eu you can verify if a particular testbed is fully operational or not.

Subscribe

For subscribing, you can use a Google account and click Apply to join group when you are logged in with your google account. Or you can send an email to fed4fire-experimenters+subscribe@googlegroups.com which works also if you don’t have a google account. Or you surf to http://groups.google.com/group/fed4fire-experimenters/subscribe and fill in your email address.

Your subscription request has to be approved by a Fed4FIRE administrator, so it can take some time.

After you have been subscribed, you can change your Display name and your email delivery options (e.g. one summary a day). This works only for people with a google account. People with a non-google account can email helpdesk@fed4fire.eu to get their email settings adapted by the list administrators if needed.

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Workflow of support

The fed4fire-experimenters google group is the primary support channel, where everyone can submit questions and answers. If a bug or a particular problem at a specific testbed or tool is identified, an internal Fed4FIRE ticket is created at http://issues.fed4fire.eu and this will be further followed up by Dante’s First Level Support. Follow up of this ticket will also be posted to the google group, so experimenters get the needed follow up information.

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