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The Computer Center's User Services group provides user support for all of the JLab computing resources supported by the Computer Center including: central UNIX systems, experimental physics computing, and desktop computers running both Windows and UNIX. Macintosh systems are also supported on a best effort basis; however as previously stated, our desktop support is directed towards Windows and UNIX systems. The information provided here defines the Computer Center's user support model, so that users have an understanding of our goals and working methods, and understand what support the Computer Center can provide.
The User Services group assists users of all of the Computer Center supported systems at Jlab. UNIX support includes SUN Solaris, Hewlett Packard HP-UX, and RedHat Linux. Windows PC support includes Windows NT, Windows 2000, Windows XP and Windows Vista.
Hardware support is provided for JLab hardware (ones with a JLab property sticker, and/or included on the lab's maintenance agreements), and for systems directly used in support of JLab's scientific mission. Hardware that is provided on-site by collaborating institutions should be maintained by those institutions. The preferred method of maintenance would be through an on-site maintenance contract for service while the machine is located at Jlab.
Software support is available only for those machines that have been configured for use in the Computer Center's CUE (Common User Environment).
Assistance is provided by the User Services team through various means: the Computer Center Helpdesk, the electronic reporting and request system CCPR, through documentation such as web pages, instructions, newsletters, and through training courses.
The Helpdesk is open Monday - Friday 8:00 - 4:30, and is located in CEBAF Center room F201A. To reach the helpdesk by phone, dial x7155. If the Helpdesk staff member is not able to solve the problem immediately a CCPR entry will be made so that appropriate personnel can follow-up.
To send electronic requests anytime, send email to helpdesk@jlab.org or fill out the web information via the CCPR link at http://cc.jlab.org/helpdesk/. Always be sure to include a pertinent subject and a full description of the request or problem, including as much specific information as is available. This method is normally the quickest way to reach the most number of people; multiple staff members see each request.
The Computer Center strives to provide timely turnaround on all user requests for assistance. Since a person needing assistance perceives "timeliness" differently than one providing it, here we provide our definition of timeliness as a baseline for user expectations.
We prioritize based on the severity of the problem, including such factors as - how many people are affected, the impact on the lab, the impact on CUE systems, networking, databases; the impact on the running experimental physics program or interaction with Accelerator Controls (the latter two being the only categories where we can provide after-hours response).
| Nature of problem | Goal for response time |
| Major central outages - network, systems, services | Immediately, including after-hours |
| Smaller outages - partial network, systems, services | Immediately - 2 hours, including after-hours if it affects the accelerator or experimental program |
| Group outage | 2 hours - same day |
| Group problem | Next day - 2 days |
| Individual user outage | Next day - 2 days |
| Individual user problem | Less than 1 week |
We provide handouts on common configurations for supported software, so it may be that the answer already lies in the existing Computer Center documentation.
Note that these goals are the LONGEST we hope that it takes to get issues resolved; in many cases if the problem or outage is already familiar to us it can be resolved sooner.
We strive to acknowledge CCPR items within 24 hours, and often are able to do so much quicker.
Several tasks are processed once a day, and only under special circumstances occur at other non-scheduled times. These tasks include:
This document is maintained by {helpdesk@jlab.org}
Copyright Jefferson Lab 2007