1. DOE User Facilities

2. What happens when something fails? User contacts someone they know Solved my last problem User contacts local support staff Part of a local campus NOC Part of a scientific community Part of a virtual organization User contacts the regional/national support staff RON ESnet/Abilene, GEANT

3. Contacting the remote site Where do you send email? What about web based help Graphical data for link utilization Tools to aid in diagnosing problems

4. Can this be improved? Standard contact info Standard email address Standard access to TTS Standard web address Access to graphical data Access to tools Access to FAQ and other help pages