git.nrw Support Process

The support concept describes a three-tiered, cross-location support system that provides users with a structured entry point for assistance with git.nrw while ensuring efficient handling of inquiries.

The support levels of git.nrw can be represented in three parts (see figure):

Level 1 — The first level is formed by the support form on the git.nrw website, which serves as the initial point of contact for users’ support requests.

Level 2 — The second level is provided by the support team of the participating university. Inquiries submitted via the support form can be handled here according to the respective university-specific processes.

Level 3 — The third level is provided by experts from the project team and can be consulted by the support staff of the participating universities for more complex or general inquiries as additional expertise. Communication with the users continues to be managed by the participating university. For this support level, the GitLab Service Desk feature is used.