How to get a xGUS instance

At the moment, there is not yet an agreement about payment for an xGUS instance. This might change in the future. If you want to get an own xGUS instance, please follow these steps.

1. Get in contact with xGUS developers. Write an email to xgus-support∂lists.kit.edu or open a ticket in GGUS. Explain the support infrastructure you are looking for. If you have specific requirements, find out if xGUS can fulfill them. If you get positive feedback, move on to the next steps.
2. Provide a name of the portal. Ideally, this is one word, e.g. the name of the community/organization. Tell xGUS developers which is the corresponding GGUS support unit, if exists.
3. Create a banner in format .gif or .jpg, 940x130px, maximum 100KB. The banner should contain your logo and some unicolor space on the right third. If you want, you can also provide a whole color scheme for the portal. Please compare other xGUS instances.
4. Set up a mailing list with an address similar to helpdesk@myorganization.org or support@myroc.org. Tickets can be updated via emails to this address. Thus, if you already have a list which is used by users to report problems, you might consider to restructure this list. Set a prefix like [helpdesk-MYPORTAL] to the subject of the delivered mails. Include helpdesk-train@ngi-de.eu as member, this is for testing reasons. Lateron, you will be asked to replace this address by a productive address.
5. Provide a mailing list address for 1st Level Support. People on this list will get informed if new tickets are created in the system.
6. Provide a general contact address for the helpdesk. This address will be displayed if an error occurs in the portal. Also, if somebody uses the Contact form of the portal, the mails go to this address. If somebody applies to get support permission on the portal, this is where the request goes to.
7. Collect a list of the support unit mail addresses, VOs whose users use the helpdesk, and sites. Prepare a list of typical problem types that you expect. All these parameters help portal users to find tickets afterwards. When your xGUS instance is up and running, you can insert these lists manually on a web interface.
8. Inform the users. Encourage them to explore the advantages of a ticket system, where all communication is documented and helps afterwards to solve similar problems. Establish the helpdesk as single point of contact for all questions, problems or requests.