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I have found that there is an "Ubuntu Support Team" at https://launchpad.net/~ubuntu-helpteam but I am not sure it's official or active.
Please note that I am not referring to bug fixing support, I am referring to the broader OS support, with people available to engage users needing support with a problem and drive it to a proper resolution.

Is there an official team for this purpose with a clear scope and activity plan ?

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Honestly I don't know if that works. But I'm a long time Ubuntu user, and can tell you that getting support or relevant answers to questions/issues from forums is / was a pain. I say was because it seems the Ubuntu site from S.E. that I discovered recently does a good job at allowing people to get answers to their questions. –  ring0 Jan 3 '11 at 15:55
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It would appear the "Ubuntu Support Team" that you mentioned has been inactive for over two years. (In fact I don't think it was ever really 'active').

There are four main places to go for community support:

You might want to take a look at When should we use Launchpad Answers and when Ask Ubuntu. In my opinion none of these four tools are great for "troubleshooting", but this site is doing a very good job answering a lot of the questions people have about Ubuntu.

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+1 - though I'd put it differently, the IRC channels are wonderfully chaotic ;-) –  Stefano Palazzo Jan 3 '11 at 18:21
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