In this concept we will define the technical details (e.g.: name, response time, contact), rules and roles (e.g.: 1st-level- and 2nd-level-support), and certain answer types we expect for the basic internal support platform. The queue system will be based on the use of the support categories which have been defined together with M2.1 for the distribution of support requests to the support agents that have expertise in these categories. The documentation of the support standards and the internal communication between the agents is described. The annex contains templates for standard answers.

This work has been funded by the German Research Foundation (DFG) through the project NFDI4Earth (DFG project no.460036893, https://www.nfdi4earth.de/) within the German National Research Data Infrastructure (NFDI, https://www.nfdi.de/).