ISCD provides help desk, consulting services and support for High Performance Computing at UPMC. Our systems are a shared Linux environment with most of the popular applications, compilers and programs installed. We work with faculty and research groups across disciplines to design and maintain cost-effective computing facilities.
User support services are based on supporting individuals. Technical support is subdivided into levels, in order to better serve our HPC users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner.
Support is available on Monday through Friday, 9am – 5pm, except holidays.
The following table describes the multi-tiered technical support provided by MeSU technicians and ISCD experts.
|WP-L0||Welcome PackageLevel 0||– provide access to computational ressources: creation and activation of an account (see wiki for technical specifications); allocation of quotas (hours, disk, CPU); access to standard software libraries through ‘modules’; – registration to next training session (consult calendar)||system administratorMeSU HPC – ViSU centreself-help (wiki, forum)||free of charge|
|BUI-L1||Basic User IssuesLevel 1||– gather user information and determine issue (analyze symptoms, figure out problems) – troubleshooting methods, resolve username and password problems, uninstalling/reinstalling software applications/librairies, check hardware and software setup, – provide assistance in using basic applications.||system administrator additional competency (if needed)||to be defined|
|IdTS-L2||In-depth Technical SupportLevel 2||– advanced technical troubleshooting and analysis methods: confirm BUI-L1 diagnosis; – collect information on program that failed, or data related details; – diagnostic testing, use of remote tools to fix the problem (compiler, makefile, exec file, etc.)||system administrator user HPC engineer||to be defined|
|BeTS-L3||Back-end Technical SupportLevel 3||– research and development to known and new issues; – review the work order; – assess the solution; – access to user code or data to analyze it||system administrator HPC engineer developer or code expert||to be defined|
Implementing software solutions to one problem is becoming more and more complex. ISCD offers development of efficient software intended to meet HPC users’ demands. Our specialists, assisted by leading experts from UPMC and SU laboratories, will thoroughly analyze your problem and help you create successful solutions that match with all the requirements, in budget and on schedule. We master all levels of software complexity.
|Tail-L4||Tailored DevelopmentLevel 4||– identification of needs – planning: scope document – designing: software design document a proof of concept may be produced at this stage||system administrator research engineer expert scientists||to be defined|
|Tail-L5||Tailored DevelopmentLevel 5||– implementation, testing, documenting: code programming, checking defects, test-driven developments, implementation’s correctness – deployment, maintenance: release (license), installation, customization and evaluation – performance engineering||system administrator research engineer expert scientists PhDs, post-docs||to be defined|
to be completed.
Technical support is subdivided into tiers, or levels, in order to better serve HPC users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. ISCD support structure involves a three-tiered technical support system.
Level 0 (or self-help)
is mostly in the form of “wikis” or FAQs (forum) that allow for users to access and resolve information on their own rather have to contact the local help desk for resolution.
is the initial support level responsible for basic user issues. This level is intended at gathering as much information as possible from the users. This information is useful to analyze the symptoms to define the problem or issue, and is recorded into the issue logging system. Technical support specialists typically handle straightforward and simple problems.
is a more in-depth technical support level than the previous levels. The technicians are more experienced and knowledgeable on the HPC system. They are responsible for assisting Level 1 personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these issues. This team collects information such as program name that is failed or application name or any data related details.
is the highest level of support in our three-tiered technical support model responsible for handling the most difficult or advanced problems. It involves expert level troubleshooting and analysis methods. The experts are responsible with the research and development of solutions to new or unknown issues. It is typical for a developer or someone who knows the code, to be a Level 3 support person. Some extreme problems can be send to the original developers to be investigated. If it is determined that the problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem.