IRIS Support

The IRIS operations strategy is to work with the resource providers’ existing operations systems as much as possible. This avoids duplication of effort and minimises disruption to sites as IRIS user communities are added.

 

Due to the limited staff effort available, user communities should provide a way for normal users to ask their own expert users for help, and only escalate problems to IRIS if additional assistance is necessary for those experts.

Contact#1
1. Direct Contact

Where possible please use your normal contact points to get in touch with the relevant infrastructure provider and discuss your issue directly.

Sort#3
2. GGUS Support Ticket

If your issue is related to one of the services below create a ticket using the GGUS system.

Be sure to choose appropriate VO and address to the relevant support unit.

  • APEL accounting
  • GridPP DIRAC Service
  • www.iris.ac.uk
  • IRIS IAM
Call
3. Contact IRIS

If you are unable to resolve your issue by talking directly to the infrastructure provider and the component is not supported through GGUS please contact us using support@iris.ac.uk
Highvoltage
Escalation Process

If you require additional input or a wider discussion at any stage the issue should be escalated to the technical working group operations meeting (TWG-ops) that meets every two weeks for discussion.

The next scheduled meeting date can be found on Indico
Shield-thunder
Security Incidents

If you have any information on a security incident that may have an impact on the IRIS community please contact security@iris.ac.uk