Difference between revisions of "Get Help"

Latest revision as of 15:57, 1 July 2024

There is no direct support for students using Research Computing resources for class work. See the Teaching Support information for details

If you are a UFIT Research Computing client using HiPerGator and related infrastructure sometimes you may not be sure what step to take next or how some part of the system works, ran into a problem, have a question, or would like to improve your workflow here are the steps you can take. Here's the order of actions we recommend taking to find the information you need or to get more direct and personalized help. To check HPG's resource usage, visit our HiPerGator Metrics page.

Documentation

This help documentation website is the main information hub for all things related to UFIT RC, HPG, and related infrastructure and services. FAQ specifically has common issues users face and solutions. Otherwise, you can browse through the site using links and categories menu on the left side, try a search whether using the search field in the top-right corner, or with a search engine by entering e.g. site:help.rc.ufl.edu with your search term, check the Applications help pages for help with running specific apps on HiPerGator. If you need information about general overview, news policies, and resource purchse forms, you can visit our main website.

Support System

If you don't find what you are looking for on this help site please open a support request. Requests are usually triaged quickly, but since there are few support staff members who all have many additional duties it may be a while before work on new requests can begin in earnest. The requests are usually fulfilled on the first come, first serve basis, and may take anywhere from hours to days to resolve. If a request requires more than few hours of work and/or multiple staff members and significant effort to resolve you will be expected to purchase consulting hours.

Chat Support

For a quick question you can use our #support slack channel https://rcconsultants.slack.com. Join the channel via the inite link you can see on the protected Remote Support page (requires HPG login). We will monitor the channel and reply as soon as we can. Note that the chat #support channel does not guarantee immediate staff availability. We usually reply 'in a thread', so the messages will not overwhelm the channel.

Direct Support

If you would like to describe the issue in a face-to-face conversation or it may be necessary for you or for a UFRC support staff member to share computer screen to achieve the best outcome use the booking form linked from the Remote Support page to schedule an appointment. Since we work in a hybrid model a visit can be scheduled either in-office or on zoom depending on your preferences, urgency, and staff schedule and availability. We ask that you reserve a time slot at least four hours in advance. The bookings system uses our calendars and staff availability is limited, so there are no set office hours.

Office Locations

HiPerGator Support and Services

Oleksandr (Alex) Moskalenko: New Physics Building (NPB), Room 2234 (Mon, Wed); CGRC 119 (Thr). General and Biocomputing support.
Jorge Cabrera: New Physics Building (NPB), Room 2217 (Wed, Thr). General support.
Chris Ribe: New Physics Building (NPB), Room 2234 (Tue, Fri). General support.
Andre Chanderbali: Microbiology and Cell Science, Room 1246 (Mon, Wed, Fri). General and Biocomputing support.
Richard Swilley: New Physics Building (NPB), Room 2217 (Mon, Fri). General support.
Ajith Perera: New Physics Building (NPB), Room 2344 (By appointment). Computational Sciences (Physics, Chemistry, Material Science, Engineering etc.)

Client Side Computing

Brian Bartholomew: New Physics Building (NPB), Room 2238; CGRC, Room 119; HPNP, Room 2331. General and Client Side Computing support.
Christina Benson: New Physics Building (NPB), Room 2238; CGRC. Room 119; HPNP, Room 2331. General and Client Side Computing support.

AI Support and Consulting

Qian Zhao: Microbiology and Cell Science, Room 1246 (Tue, Thr).

Scripps Institute RC Support

Justin Wolowitz: Scripps Building (3501), Room B225.

Floating Office

By scheduled request: Turlington Hall, Room 2109. Meeting room for ad hoc and scheduled meetings with researchers

Training

The last but not least approach to maximizing success and efficiency is to peruse our Trainings options and avail yourself of the numerous Training Videos. Virtual live sessions, workshops, birds-of-feather, or even an in-person training sessions that can be scheduled for a research group or a class with sufficient lead time. We offer a number of services for instructors and students, see Teaching Support procedure

@@ Line 1: / Line 1: @@
 [[Category:Help]]
 {{Note|There is no direct support for students using Research Computing resources for class work. See the [https://www.rc.ufl.edu/get-support/classroom-support/teaching-support/ Teaching Support information] for details |warn}}
+If you are a UFIT Research Computing client using HiPerGator and related infrastructure sometimes you may not be sure what step to take next or how some part of the system works, ran into a problem, have a question, or would like to improve your workflow here are the steps you can take. Here's the order of actions we recommend taking to find the information you need or to get more direct and personalized help. To check HPG's resource usage, visit our [[HiPerGator Metrics]] page.
-We hope that you have a trouble-free research computing experience with no system or application issues that allows you to make the most efficient use of computing resources. However, with the complexity of using a supercomputer and thousands of applications that are in constant use issues or questions may arise. If you are a UFIT Research Computing client using HiPerGator and related infrastructure sometimes you may not be sure what step to take next or how some part of the system works, ran into a problem, have a question, or would like to improve your workflow here are the steps you can take. Here's the order of actions we recommend taking to find the information you need or to get more direct and personalized help.
+==Documentation==
+[https://help.rc.ufl.edu/ This help documentation website] is the main information hub for all things related to UFIT RC, HPG, and related infrastructure and services. [https://help.rc.ufl.edu/doc/FAQ FAQ] specifically has common issues users face and solutions. Otherwise, you can browse through the site using links and categories menu on the left side, try a search whether using the search field in the top-right corner, or with a search engine by entering e.g. <code>site:help.rc.ufl.edu</code> with your search term, check the [[Applications]] help pages for help with running specific apps on HiPerGator. If you need information about general overview, news policies, and resource purchse forms, you can visit [https://www.rc.ufl.edu our main website].
-=Documentation=
+==Support System==
-[https://help.rc.ufl.edu/ This help documentation website] is the main information hub for all things related to UFIT Research Computing, HiPerGator, and related infrastructure and services beside general overview, news, policies, and resource purchase forms, which you can find on [https://www.rc.ufl.edu our main website]. Browse through the site using links and categories menu on the left side, try a search whether using the search field in the top-right corner, or with a search engine by entering e.g. <code>site:help.rc.ufl.edu</code> with your search term, check the [[Applications]] help pages for help with running specific apps on HiPerGator.
+If you don't find what you are looking for on [https://help.rc.ufl.edu/ this help site] please [https://support.rc.ufl.edu/enter_bug.cgi?product=Support open a support request]. Requests are usually triaged quickly, but since there are few support staff members who all have many additional duties it may be a while before work on new requests can begin in earnest. The requests are usually fulfilled on the first come, first serve basis, and may take anywhere from hours to days to resolve. If a request requires more than few hours of work and/or multiple staff members and significant effort to resolve you will be expected to [https://www.rc.ufl.edu/get-started/price-list/ purchase consulting hours].
-=Support System=
+==Chat Support==
-If you don't find what you are looking for on [https://help.rc.ufl.edu/ this help site] please [https://support.rc.ufl.edu/enter_bug.cgi?product=Support open a support request]. Requests are usually triaged quickly, but since there are few support staff members who all have many additional duties it may be a while before work on new requests can begin in earnest. The requests are usually fulfilled on the first come, first serve basis, but the priorities depend on the scope, complexity, and availability of particular staff members, so requests may get resolved out of order. Requests may take anywhere from hours to days to resolve. If a request requires more than few hours of work and/or multiple staff members and significant effort to resolve you will be expected to [https://www.rc.ufl.edu/get-started/pricing/training--consultation-rates/ purchase consulting hours].
+For a quick question you can use our #support slack channel [https://rcconsultants.slack.com/ https://rcconsultants.slack.com]. Join the channel via the inite link you can see on the protected [[Remote Support]] page (requires HPG login). We will monitor the channel and reply as soon as we can. Note that the chat #support channel does not guarantee immediate staff availability. We usually reply 'in a thread', so the messages will not overwhelm the channel.
-=Chat Support=
+==Direct Support==
-If you think that a question you have may not warrant a full support request you can try reaching us through Slack as described on the [[Remote Support]] page. Note that the chat #support channel does not guarantee immediate staff availability. We cannot constantly monitor the support channel and may take time to reply. We usually reply 'in a thread', so the messages will not overwhelm the channel.
+If you would like to describe the issue in a face-to-face conversation or it may be necessary for you or for a UFRC support staff member to share  computer screen to achieve the best outcome use the booking form linked from the [[Remote Support]] page to schedule an appointment. Since we work in a hybrid model a visit can be scheduled either in-office or on zoom depending on your preferences, urgency, and staff schedule and availability. We ask that you reserve a time slot at least four hours in advance. The [https://outlook.office365.com/owa/calendar/UFITResearchComputingSupport@uflorida.onmicrosoft.com/bookings/ bookings system] uses our calendars and staff availability is limited, so there are no set office hours.
-=Direct Support=
+===Office Locations===
-If you would like to describe the issue in a face-to-face conversation or it may be necessary for you or for a UFRC support staff member to share  computer screen to achieve the best outcome use the booking form linked from the [[Remote Support]] page to schedule an appointment. Since we work in a hybrid model a visit can be scheduled either in-office or on zoom depending on your preferences, urgency, and staff schedule and availability.
+====HiPerGator Support and Services====
+* Oleksandr (Alex) Moskalenko: New Physics Building (NPB), Room 2234 (Mon, Wed); CGRC 119 (Thr). General and Biocomputing support.
+* Jorge Cabrera: New Physics Building (NPB), Room 2217 (Wed, Thr). General support.
+* Chris Ribe: New Physics Building (NPB), Room 2234 (Tue, Fri). General support.
+* Andre Chanderbali: Microbiology and Cell Science, Room 1246 (Mon, Wed, Fri). General and Biocomputing support.
+* Richard Swilley: New Physics Building (NPB), Room 2217 (Mon, Fri). General support.
+* Ajith Perera: New Physics Building (NPB), Room 2344 (By appointment). Computational Sciences (Physics, Chemistry, Material Science, Engineering etc.)
-=Training=
+====Client Side Computing====
-The last '''but definitely not least''' approach to making sure your Research Computing experience is successful and efficient is to peruse our [[Training]] options and avail yourself of the numerous pre-recorded sessions, virtual live sessions, workshops, birds-of-feather, or even an in-person training sessions that can be scheduled for a research group or a class with sufficient lead time.
+* Brian Bartholomew: New Physics Building (NPB), Room 2238; CGRC, Room 119; HPNP, Room 2331. General and Client Side Computing support.
+* Christina Benson: New Physics Building (NPB), Room 2238; CGRC. Room 119; HPNP, Room 2331. General and Client Side Computing support.
+====AI Support and Consulting====
+* Qian Zhao: Microbiology and Cell Science, Room 1246 (Tue, Thr).
+====Scripps Institute RC Support====
+* Justin Wolowitz: Scripps Building (3501), Room B225.
+====Floating Office====
+* By scheduled request: Turlington Hall, Room 2109. Meeting room for ad hoc and scheduled meetings with researchers
+==Training==
+The last '''but not least''' approach to maximizing success and efficiency is to peruse our [[Trainings]] options and avail yourself of the numerous [[Training Videos]]. Virtual live sessions, workshops, birds-of-feather, or even an in-person training sessions that can be scheduled for a research group or a class with sufficient lead time. We offer a number of services for instructors and students, see [https://www.rc.ufl.edu/get-support/classroom-support/teaching-support/ Teaching Support procedure]