NERSCPowering Scientific Discovery Since 1974

Service Levels

NERSC Supported Services Model

NERSC supports various services at various levels of support. This document outlines the different levels of support that can be expected for a given service. 

Production Services

All production services at NERSC have the following characteristics:

  • Monitored by NERSC Operations with automated tools (Nagios).
  • Outages are announced on the MOTD and must follow the rules defined in System Outages document.
  • User facing documentation available on NERSC website.
  • On-call procedure defined by NERSC Operations - NERSC staff member is contacted when there are issues with the service.
  • Supported at various service levels: 24x7, 16x5 or 8x5

For issues with any production service users can contact NERSC in one of the following ways:

Business Hours:
Online ticket system: http://help.nersc.gov
Email: consult@nersc.gov or accounts@nersc.gov
Phone: 1-800-66-NERSC, option 3 or 510-486-8611

Off Hours:
Phone
: 1-800-66-NERSC,  option 1 or 510-486-6821

Production services at NERSC may be available at one of three different levels of support. Additionally, we have an experimental level of service for non-production services.

24x7 Service Level

  • Critical Services that affect entire NERSC Center
  • The availability of entire computational systems (Cori, Edison, PDSF, Genepool)
  • NERSC staff directly notified of failures 24x7 

16x5 Service Level

  • Medium to high priority services – may affect specific projects or services but not all of NERSC
  • NERSC staff directly notified of failures between 7am-11pm, Monday through Friday
  • Email notification for failures during night hours/weekends; ticket opened and assigned to service point of contact; follow up next business day

8x5 Service Level

  • Low to Medium priority - may affect specific projects or services but not all of NERSC
  • NERSC staff directly notified of failures between 8am-5pm Monday-Friday
  • Email notification for failures during night hours/weekends; ticket opened and assigned to service point of contact; follow up next business day 

Service Table

Service Name  Service Level
Cori  24x7
Edison  24x7
PDSF  8x5  (automated monitoring of systems)
Genepool  8x5  (automated monitoring of systems)
HPSS  24x7
NERSC Global Filesystem  24x7
Data Transfer Nodes  24x7
NIM  24x7
Public WWW site  24x7
LDAP  24x7
Shibboleth (Web Authentication)  24x7
Science Databases  16x5
Science Gateways  16x5
NX  16x5
Consulting and User Support  8x5
Account Support  8x5
Globus and Grid Tools  8x5
NEWT  8x5
MyNERSC  8x5

Experimental Services

NERSC also supports a set of services that are considered experimental in nature. These services may be under active development or test and are not considered stable enough to be in production. If you wish to use an experimental service please send email to consult@nersc.gov or contact the NERSC staff member responsible for the service (see below).

Experimental Services are defined by the following characterics:

  • Low priority services - typically this is for services that are still in development. 
  • No guaranteed level of support - services may be taken down for maintenance on short notice.
  • No operations monitoring - Users should directly contact the person responsible for the service directly if there are issues.

Services in the experimental tier don't have an explicit SLA.

Service Table

Service Name  Service Level  NERSC Contact
Shifter  Experimental  Doug Jacobsen
Jupyterub/IPython Notebooks  Experimental  Shreyas Cholia
R Studio  Experimental  Lisa Gerhardt
Spark  Experimental  Evan Racah