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 ***************** - For Rockfish-specific issues: `help@rockfish.jhu.edu `__ - For general ARCH support: `help@arch.jhu.edu `__ - Live system status: https://status.arch.jhu.edu 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.