Support
Support Times
The PMACS HPC is supported by the Enterprise Research Applications department. Support is provided during normal business hours, Monday-Friday from 9:00AM-5:00PM, excluding University holidays. The PMACS HPC is designed to be available to users 24 hours a day, 7 days a week, 365 days per year, and the system is designed to run computational jobs on a continuous basis.
Scheduled Downtimes
Scheduled downtimes occur from time to time, and will be posted in advance on this website, as well as e-mailed to the HPC mailing list. Users are responsible for terminating all running jobs prior to downtimes. All jobs will be terminated and users disconnected from the system during total system downtimes.
Support Requests/Response Times
PMACS HPC support requests are triaged and resolved by PMACs staff based upon the severity of the problem, the number of users affected, risk profile of the scenario, etc. The preferred support method is via a helpdesk ticket. The ticketing system can be accessed with your HPC login name/password here. Please select the “PMACS HPC” queue in which to place your ticket to ensure the ticket is routed properly. Support and questions can also be directed to psom-pmacshpc@pennmedicine.upenn.edu. Response times may vary, however non-urgent requests are generally addressed within 72 hours; urgent requests are prioritized and take top priority.