Preface

User Support Services


System Operators

The systems are up 24 hours day, but operators and system managers are generally available only between 8:00 a.m. and 6:00 p.m. Operators are always on duty, but after 6:00 p.m. they are dedicated to running the SOGS cluster and non-SOGS help requests receive low priority.

Operator services are not as extensive as they might be in a large university or corporate environment. Between 8:00 a.m. and 11:00 p.m. operators are available to mount tapes for remote users, but generally, users are expected to mount their own tapes and retrieve their own output.

The operators will also restore catastrophic data losses using the system backup tapes. If you inadvertantly destroy a vital file, you can submit a File Restore Request to the operators (the necessary form is included in Appendix B; it is also available online by requesting it via e-mail to OPER). Not all files can be recovered; see "Backup" on page 58. If you have critical data, you should make your own backup tapes.

Systems and Software Support

Documentation

Manuals are available for both VMS system software and third-party software packages. Documentation that is not in these areas is usually available from the system managers or the Science Software Support Office. If you have a workstation, VMS manuals are available using Bookreader.

Keep in mind that the VMS help facility is very good and that much of the information you need may be no further away than your terminal screen. Type HELP to access the online help facility.

Consultation

If you need information about some aspect of the computer facility or general programming help, check with the system managers. If you have problems with third-party software, check with the Science Software Support Office. Table 1 on page xvi summarizes some of the personnel who may be able to help with various problems.



Table 1: Help Resources

System Operators
Systems and Software Support
Documentation
Consultation
Table 1: - Help Resources

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