User Support
Primary contact for solving problems related to MetaCentrum NGI operation is the adress support@metacentrum.cz. You can also send there all comments and suggestions concerning MetaCentrum NGI as well as questions related to technical matters, error messages or problems encountered using NGI resources, certificates, membership, VOs, applications as well as information about abnormal function.
Note: Comments concerning MetaCentrum VO operation could be sent at meta@cesnet.cz.
RT system
All new e-mails received at the address support@metacentrum.cz are recorded in our RT (Request Tracking) system, which creates so called ticket and assigns a number to it.
Creation of a new ticket is announced to the author of the original e-mail and also to all MetaCentrum people responsible for dealing with user requests. The ticket number is in the subject field of all e-mails concerning the ticket, for example [CESNET #12345]. The ticket number is used for matching e-mails with their corresponding tickets. So please keep this number in e-mail subjects.
When a ticket is solved, it gets closed. The original author is notified about it by e-mail. Any subsequent reply again opens the closed ticket.