ThaiSC support service

To open a ticket, send an email to thaisc-support@nstda.or.th

Template

Template for submitting support service ticket

Email to:

thaisc-support@nstda.or.th

Suggested template:

Full Name:
Project ID:
Username:
Problem:
Details (Software, commands):
Job submission script:
Attachments: (Screenshot,log files)

Scope of technical support

What can I expect from ThaiSC technical support?

What are beyond technical support scope?

• To setup/obtain the input(s) or data

• To find how to run an application

• To find technical limitations of an application

• To explain how application work and theories behind

• To solve software dependencies*

• To solve software, driver, and/or toolchain incompatibilities*

*We understand that in some circumstances, dependency and incompatibility problems are difficult to solve. You can send us a support ticket; we provide beyond support based on the criteria. 

What if I need help with software installation?

• Please check our document at https://thaisc.atlassian.net/wiki/x/AQDdFg

• We only support software listed on the module system. Helps on software installation which is NOT in the list are consider as beyond the scope.

• If you have questions or need help, please send us the details of the problem you encounter, e.g. module list, step(s) you have done, environment variable(s). We use the information to estimate time for solving the problem.

What if I need help beyond ThaiSC helpdesk scope of support?

We may provide extra help based on the following criteria. For cases beyond scope, any assistance will be provided on a case-by-case basis at the team's discretion.

1. Availability

2. Director initiative/objective with a certain limit

3. Community contribution

• There are numerous users who have the same problem.

• Skills that we learn during the process can benefit the community

In addition to the support service, we also offer regular training. For more information, please go to https://thaisc.atlassian.net/wiki/x/AoBmK .

What can I do to reduce solving time?

• You can help us to solve the problem quickly by providing us with all necessary details, see guideline at Support service - Guideline. We are unable to solve a problem with only information from error message(s).

What if I need help but I do not know where to start?

• Please send us an email to thaisc-support@nstda.or.th and explains your situation/problem/need, our internal workflow will help to redirect it to appropriated staff.

Guideline

To offer our utmost support, please follow the general guidelines below.

• Tell us your username and project name on LANTA

• Explain us the issue / How could we support you

• Please give use enough information that we can reproduce and analyze the problem; for example, job script, log files, screenshots, software name and version, module list, python package list, python environment, conda/mamba environment, bash environment, etc.

• To request a support on software installation, please provide us links to the software official website, Git repository, and/or installation guide.

• To request a permission to our pre-installed licensed software, please visit การขอสิทธิ์การเข้าถึง software.

Processing time

We manage to help you as quick as possible. However, with some special circumstance that we may have an overload amount of works, please be aware maximum turnaround time for each ticket type.

For complex problem (e.g. software related issues), we may take long time, >5 working days, to solve the problem. Please note that we do not provide any progress updates. If you want to know the expected timeline, please do let us know.