The user support schema of the DORII management infrastructure follows a distributed model that tries to share responsibilities to various actors that are part of the user support groups in the infrastructure.

1. First level operational support is provided by the DORII ROC that its main responsibility is to assign new tickets to the appropriate support units, then to monitor the progress of tickets and to send reminders in regular intervals (every week) if tickets are not responded. You can access the DORII 1st line support via the EGI GGUS system: https://gus.fzk.de/pages/home.php
2. Second level support is provided by the people who are under each support unit setup in the Helpdesk. You can access the DORII 1st line support via the EGI GGUS system: https://gus.fzk.de/pages/home.php

1. Unresolved problems are discussed in the DORII-SA2 mailing list. (dorii-user-suppor at lists dit man dot poznan dot pl)