ThaiSC support service

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

[ 1 Template ] [ 2 Scope of technical support ] [ 3 Guideline ] [ 4 Processing time ]

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?

How to work with HPC
How to run application(s) on HPC*
How to fix errors caused by HPC system configuration
How to set SLRUM option(s) on HPC

*There are hundreds of applications that can be run on HPC. To assist you for running a given application on HPC, we rely on your knowledge on the application (e.g. how to run it on your PC).

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.

Availability
Director initiative/objective with a certain limit
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?

Guideline

Before sending us a ticket, you can check FAQ to quickly solve the issue.

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.

We use ticketing system to track support case. If the case is closed, please kindly open a new support case by send a new email to thaisc-support@nstda.or.th

Please DO NOT reply to the mail from the previous closed case. Replying previous closed case is not friendly with ticketing system and blocks us from noticing your request.

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.

Ticket type	maximum turnaround time

Ticket type	maximum turnaround time
Reset password	2 working days
Software permission (sent only by PI)	3 working days
Increase service unit (SHr) and storage quota	5 working days
Software issues	5 working days
Software installation	5 working days

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.