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Cloud computing provides a revolutionary model for the deployment of enterprise applications and Web services alike. In this new model, cloud users save on the cost of purchasing and managing base infrastructure, while the cloud providers save on the cost of maintaining underutilized CPU, memory, and network resources. In migrating to this new model, users face a variety of issues. Commercial clouds provide several support models to aide users in resolving the reported issues. This paper arises from the quest to understand how to design IaaS support models for more efficient user troubleshooting.
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