TeraGrid Operations Center

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TeraGrid Helpdesk

TeraGrid Helpdesk Mission: To provide a single source of assistance and resolution for any TeraGrid-related problem.

Reaching the TeraGrid Help Desk: Send email to help@teragrid.org. The helpdesk uses the TeraGrid Ticketing System (TTS) and will assign your email to a ticket. You will receive an auto-notification back that lets you know your email has been received, and provides you with a ticket number for reference. You can also reach the TeraGrid Help Desk by phone at (toll free) 1-866-907-2383, at any hour. Users can also request assistance via the TeraGrid User Portal, by submitting a ticket using the form found under the Consulting tab.

Hours of Operation: The TeraGrid Help Desk is staffed 24-7 by the TeraGrid Operations Center, based at NCSA. TeraGrid staff members at NCSA provide monitoring and support for the TeraGrid computational environment, as well as staffing the TeraGrid Help Desk.

Off-Hours Support: During off-hours, support is limited to mission critical systems and services. If your problem cannot be resolved by TeraGrid Operations Center Staff, it will be assigned to the appropriate group and addressed during the next business day.

Problem Resolution: Some issues will have priority over others; some problems turn into projects involving a number of people across the TeraGrid. You will be notified if resolution is expected to take some time.

Also see NCSA TeraGrid Operations Center

Documents and Reports

Ticket System Operating Manual

Ticket System Guide for Campus Champions

TeraGrid Ticket System: Diagram for New Incident Workflow

TeraGrid Ticket System: Diagram for Re-Opened Incident Workflow

TOC Monthly Reports

TOC Quarterly Reports

TOC EOY Reports

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