The experimenters may be asked to supply more information, computer log or other files, run diagnostic or monitoring programs etc in order to help solve the problem. It is expected that the experiment will have someone available locally to do this. Once a problem has been identified as being part of a High-Availability system by the experiment and the experiment cannot continue to collect data without more assistance the experiment should contact Data Center Services at x2345 in the Feynman Computer Center. They will be able to contact the proper personnel. The experimenters are strongly discouraged from contacting support personnel via direct email or by direct contact for serious problems on high-availability systems.
Operators are available at all times.
Operators will log the call and track it. 3. email may be sent but it is oftentimes not read for long periods of time. Operators have the ability to contact the appropriate support people and vendors as needed. Additional resources, if required, will be called in. The Operators who answer x2345 will direct experimenters to this number if it can be determined that the problem is such a hardware problem.