Besides this Introduction, the Executive Summary and the final Conclusions, the document includes two main sections.
Section 3, Software Maintenance, introduces the approach that the EMI project adopts for the maintenance of the software components that will be included in the EMI distribution, with a strong focus on the preservation of the stability of what is deployed in a production environment. The different types of releases are described and the management of Requests for Change is explained.
Section 4, User Support, introduces the approach that the EMI project, in collaboration with EGI, adopts for the support of users of the software components that will be included in the EMI distribution.
For both Software Maintenance and User Support, relevant Key Performance Indicators (KPI) are presented, together with operative hints on how the information needed to compute them should be collected.