Service Level Expectations

ARCH’s mission is to support researchers with reliable, performant, and well-supported HPC infrastructure.

Hours & Response Times

  • Business hours: Monday–Friday, 8:00 AM – 4:30 PM ET

  • Typical response time: Within 1 business day

  • After hours: Critical cluster issues may be handled during off-hours

Where to Get Help

What We Expect from Users

  • Run jobs using Slurm (never on login nodes)

  • Provide complete details when opening a ticket (error messages, job ID, etc.)

  • Submit complex requests with lead time

  • Clearly state deadlines or urgency when relevant

What’s Out of Scope

We cannot provide full support for:

  • Personal machine SSH/VPN/network issues

  • Unsupported software

  • Custom code debugging unrelated to cluster infrastructure

Our Commitment

  • We’ll take ownership of your request until resolved

  • Tickets are triaged by urgency and impact

  • You’ll receive handoff if your point of contact is unavailable

Our goal is to be transparent, collaborative, and responsive to the research community we support.