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For critical emergency assistance during after hours (i.e. major systems or networks down, problems affecting the production experimental program), please contact one of the Jefferson Lab Security Guards (Main Guard, Gatehouse, 757-269-5822) who will contact the Computer Center on-call staff.
A Computer Center staff member is available at the Helpdesk cubicle (CEBAF Center, Room F201A) from 8:00AM - 12:00PM Monday - Friday. Jefferson Lab staff and users can bring new user account requests, IP addresses, etc, to the Help Desk during those hours for immediate assistance. Hardcopy request forms left in the bin in this office at other times during the day will be processed during these hours. You can also reach the Helpdesk at x7155 from 8:00AM - 4:30PM.
Requests for support from the Computer Center are best made by a submission to the Computer Center Problem Reporting (CCPR) system available online via the web for onsite support. Any request made through this system:
- is immediately entered into our tracking system
- is assigned to a responsible staff member
- notifies the sender of the assignment of a tracking number and assigned staff .
If you are offfsite and need to make a request for support you should submit problems via email by using the helpdesk address (helpdesk@jlab.org) The helpdesk email address will automatically look at the subject line and direct the report to the appropriate category within CCPR.
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 web pages for 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.
The Computer Center provides installation and hardware service for a variety of hardware systems and peripherals. In some cases, the support is contracted to commercial vendors and in other cases, the Computer Center provides local repair services. Hardware service requests can be made for the following from the above link:
NOTE: Movement ,unpacking, and new installs of computer equipment must be handled by the user.
Use the above link to submit network related requests. Network service requests can be any of the following:
The Computer Center manages the issuance of IP addresses for most networked equipment on site. Requests for static IP addresses on networks managed by the CThe exceptions would be for the buildings inside the Accelerator Fence that are not handled by the Computer Center. IP addresses for systems residing under the Accelerator site managed networks are issued and managed by the ACE group.
This document is maintained by {helpdesk@jlab.org}
Copyright Jefferson Lab 2007