The current Dgroups support system is designed as follows.

Principles

1. A ‘visitor’ to the Dgroups web site can find introductory guidance/help about Dgroups
2. A ‘participant’ in a Dgroup discussion can obtain help regarding their use of a specific group as well as on Dgroups features in general.
3. An ‘administrator’ (called ‘leader’ on the new platform) can obtain help and guidance on the set up and management of their group(s), including all tasks needed to manage members of the group, messages on the group, resources, customization, etc.
4. A ‘creator’ from a member of the Dgroups Partnership can obtain help and guidance regarding group creation and support.

Actors

1. WA Research. Hosts the platform. Under a support contract with Dgroups, it ensures that the platform is reliable, stable, secure, fast, and that all functionalities operate as intended. WA Research answers only queries from Creators as well as any platform-related queries that cannot be answered by any others. 
2. Creators. Representatives from each member organization. They provide first line support to the administrators of any groups they create. 
3. Administrators. People who moderate and facilitate and support the operation of a specific group. They provide first line support to the participants in their group.

Mechanisms 

1. Dgroups Help and FAQ wiki. This is the primary source of information for visitors, participants and administrators. This should be able to answer all recurring usage questions on the operation of the platform. It is available in 4 languages. Our aim is to maintain this through the Partnership with additional support from WA Research or the Foundation as required. 
2. Peer to Peer Administrator Dgroups. One per language group. In principle, all administrators should belong to one of these. It is the primary vehicle to update all of them on new features on the platform. It is also a vehicle for administrators (and creators) to post questions and answers to the community. Our aim is to maintain this through the Partnership with additional support from WA Research or the Foundation as required. 
3. dg-creators@dgroups.org: Exchange group among creators to allow discussion on any issues emerging. 
4. WA Research: Final contact point for Creators in case of any problems and bugs; contact person for member ‘skins’.