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.
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:
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 Name||Service Level|
|Genepool||8x5 (automated monitoring of systems)|
|NERSC Global Filesystem||24x7|
|Data Transfer Nodes||24x7|
|Public WWW site||24x7|
|Shibboleth (Web Authentication)||24x7|
|Consulting and User Support||8x5|
|Globus and Grid Tools||8x5|
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 email@example.com or contact the NERSC staff member responsible for the service (see below).
Experimental Services are defined by the following characteristics:
- 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.
Experimental Service Table
|Service Name||Service Level||NERSC Contact|
|R Studio||Experimental||Shane Canon|