ARSC Customer Support
ARSC seeks to provide the needed tools and support for the University community to be successful at their computational science, data utilization, and other activities using ARSC.
Our initial response time should be within 1/2 of a business day. The time for actual resolution of your problem will vary, depending on the complexity of the problem and the need for iterating towards a solution.
Levels of Support
ARSC provides a baseline support level, which is free of charge to all users (see below). When support needs extend beyound what is offered in baseline support, it becomes necessary for us to charge for personnel time. Payment is made through a UA/UAF account code. Let us know if you need to see a rate sheet for services.
Because the individual challenges faced within computational science are so diverse, we endeavor to provide an equally broad range of support to our ARSC users. Support includes:
Account access. We will help you set up your user account, and diagnose any problems you might have logging on to ARSC systems.
Application software. We provide a wide range of software on our systems.* You may also request additional software. ARSC can provide assistance with launching the software, but generally we cannot write code for you or help you to utilize the software for any particular purpose.
Parallel computing. We can help you learn how to queue parallel jobs in our batch scheduling system, and help you diagnosing problems with that are not starting or finishing correctly.
Large capacity storage. We can provide guidance on the management of disk and tape data, help you diagnose problems with data work-flow, and deal with issues related to archival and backup storage.
Performance tuning. ARSC provides software and systems-level tools for assessing and diagnosing your applications. We can introduce you to these tools and provide some guidance in how to make use of them.
Systems. We can provide acess to training and documentation about how to make use of our systems and how to program for them.
Web services. We can assist you in utilizing our Web-based and database services. However, it is your responsibility to maintain your project's Web pages and Web applications.