1st Line Support (Immediate Response Team)
TLC2 has technical support staff on site 07:30 – 18:00 Monday through Friday and on call staff for support outside of business hours.
The Duty system administrator can be reached 24/7 by calling 713 743 3382 (3-3382). Or by emailing support@tlc2.uh.edu.
To see our current running jobs and your place in the queue go to; http://sierra.tlc2.uh.edu/gemonitor/ for the Itanium Clusters (Atlantis) and for the Opteron Cluster (Medusa) go to http://medusa.cs.uh.edu/gemonitor/
TLC2 recognizes two levels of urgency when dealing with support issues;
- NORMAL – PRIORITY Issues that can be dealt with during normal business hours. You will receive an acknowledgement response and trouble ticket number from the system administrator the same business day and the target to resolve issues is by the end of the next business day.
- CRITICAL - Issues that are “business urgent” and need immediate response and resolution, such issues are large system failures and jobs that cannot be run due to system outages and are of an urgent nature. You will receive a response within four hours and resolution updates as the issue resolution plays out.
We encourage our users to send emails whenever possible and please state CRITICAL or NORMAL in the subject heading.
For CRITICAL issues please back the email message up with a telephone call to ensure we receive the message for CRITICAL support issues in a timely manner.
Escalation
If you do not receive an acknowledgment return phone call and a trouble ticket tracking number or you feel your issue is not being dealt with in a timely manner please escalate using the following procedure. (Please quote the trouble ticket number if available.)
Technical staff contact details are also posted on the web, please email them directly should the above system not produce the desired response.
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