This section collects all information related to the SAM team support activities.

• Support to EGI:
  • Incidents and bugs affecting the SAM services are managed via GGUS tickets. These tickets follow a support line of three levels:
    • 1st Level Support: carried out by the EGI TPM
    • 2nd Level Support: carried out by the "SAM/Nagios EGI Support" SU
    • 3rd Level Support: carried out by the "SAM-Nagios Experts" SU
  • New requirements and coordination topics are discussed at EGI OTAG meetings.
  • Other topics (different from incidents, bugs, requirements, coordination) are managed on a best effort basis, on the SAM EGI mailing list.
• Support to WLCG:
  • Incidents and bugs affecting the SAM services are managed via SNOW tickets. These tickets follow a support line of three levels:
  • New requirements are managed via SNOW tickets and discussed at SAM HEP VOs coordination meetings.
  • System notifications from VO SAM-Nagios nodes are sent to: SAM ATLAS VO, SAM CMS VO, SAM ALICE VO, SAM LHCB VO
• Other:
  • Any other inquiry please write to sam-support.
  • This websites includes all SAM documentation for users, administrators, developers, and supporte units.
  • The Troubleshooting and FAQs sections may also be helpful.