Support for experiments at INFN-T1

Abstract

The Italian WLCG Tier-1 located in Bologna and managed by INFN-CNAF has a long tradition in supporting several research communities in the fields of High-Energy Physics, Astroparticle Physics, Gravitational Waves, Nuclear Physics and others, to which provides computing resources in the form of batch computing, both HPC, HTC and Cloud, and storage. Although the LHC experiments at CERN represent the main users of the Tier-1 resources, an increasing number of communities and experiments are also being supported in all of their computing activities. Due to this demanding user base, an efficient support system is needed in order to assure a smooth and appropriate exploitation of the computing infrastructure. In this framework, such a role is played by the Tier-1 User Support group, which acts as the entry point for services, support requests, and problem reports. The group makes use of multiple systems to meet the different needs and specificities of the supported experiments. Moreover, the group continuously maintains detailed knowledge base in the form of an on-line user guide and develops tools to advertise specific information about the services available to the communities in a form that is easy to access and use. The communication channels are represented by ticketing systems and also by mailing lists used for a more direct communication, allowing to promptly notify maintenance interventions, downtimes and more in general all the new features and services provided by the center. In this paper, the ticketing systems, tools, platforms and services that User Support offers, and the internal organization of the department will be described. Future workflow plans in view of the DATACLOUD project, which will require an increasing effort, will also be presented.