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Consulting services are available free of cost to all HPC users and we welcome you to reach out to us!
We are available during standard working hours (9:00 am-5:00 pm, Monday-Friday) and will respond to any user requests as promptly as we are able. Note: our consulting staff is generally unavailable on weekends and staff holidays.
Before contacting our consultants, please take a look at some tips on writing effective support requests below:
How to Effectively Write Support Requests
Do Not Send Emails Directly to Staff Members
Support requests should always go to email@example.com. Our support staff continuously monitor this listserv so directing your questions there will give you the fastest response times and the best service. Anything that goes to a private inbox may experience significant delays or may go unanswered.
Do Not Reply to HPC Announcements
Support requests that respond to announcements often get lost and do not go to our consultants. These may experience significant delays or may go unanswered.
Use "Reply All" in Help Ticket Chains
When responding to help ticket chains, cc'ing firstname.lastname@example.org will allow all of our consultants to see the conversation. This will keep them updated on the status of your request and allow them to contribute.
Double-Check Our FAQ Section
If you are experiencing an issue, it's likely other users have experienced it as well. We keep track of common questions and provide steps to resolve them in our Frequently Asked Questions documentation. Please double-check that your question hasn't been answered before sending a ticket.
Include Your NetID
If you are sending a request from a third-party email service (i.e., not "@arizona.edu"), please include your NetID so our consultants can better assist you.
Detail Detail Detail!
More detail is better than less. Including specifics will greatly improve our ability to help you, such as:
- The cluster you're using
- Modules you have loaded (including version)
- The exact commands you're running
- How you're connecting to the system
- Your batch submission script
Two example help requests are provided below to illustrate the importance of detail:
Include Full Error Logs
If you’re asking about an error, send the full log as it is much more informative than the last few lines of output (exit status 1 does not tell us anything about the failure). If the full output is long, putting it into a text file attachment is a good option. The complete error text is greatly preferred to screenshots in this case.
Context is critical for us to effectively resolve issues. When asking a question, tell us exactly what you're trying to do. If you have a problem and have attempted to resolve it, a help ticket that only includes information about your attempted solution can lead to unnecessary exchanges. See: The XY Problem. An example is illustrated below:
To request help with HPC or to schedule an appointment with one of our consultants, email us at: email@example.com. This will start a private email exchange between you and our consultants that no other users can see.
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