This page describes the level of service we expect to meet with regards to User Queries and Requests. There are a few different catorgories of queries:
- SP : Service Provision
- CSE: Computational Science and Enginneering Queries
- Technical Assessments for Grant and RAP Applications
- Request for Changes
Service Provision Queries
Most of these queries should be straighforward to deal with. They can include user account creation, setting new disk quotas or creation of new projects.
We aim to complete at least 97% of all queries submitted within 48 working hours.
Computational Science and Engineering Queries
These queries tend to be more involved and indepth queries. They can include compilation or runtime issues.
Once a query has been classified as an indepth query, the helpdesk team will respond to the user with an estimate of how long they think the query will take to resolve.
We aim to complete at least 97% of all indepth queries within 16 weeks.
Technical Assessments
The CSE team complete Technical Assessment for the various access routes to Cirrus.
We aim to complete these within 10 working days of receipt.
Request for Changes
We welcome Request for Changes from users which can include a change of policy or configuration. We give consideration to all requests and fulfil them if possible.
There is no time metric associated with this as it may require a maintenance session to fulfil the request or wider discussion with other users.